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Complaints and Network Outage Complaints Handling Process

Your feedback is important to us. We’d love to hear from you if you had an exemplary experience with us or if we didn’t quite live up to your expectations.

How can we help?

We’re here to help, so please get in touch using one of the options below.

You can contact us using the following contact methods to make a complaint, lodge a service outage report and enquire about a network outage.

Give us a callOur customer care team are available to help you Monday to Friday 8:00am to 8:00pm. Saturday / Sunday / Public Holidays 9:00am to 6:00pm. Call 126 122 from your Lebara mobile or 1300 126 122 from any other phone. Call +612 8015 6314 from overseas.
Contact our Live Chat TeamContact us via LiveChat 24/7 on www.lebara.com.au.
MailOur mailing address is PO Box 1113, North Sydney NSW 2060. Please let us know the reason for your complaint, your Lebara Mobile number and how we can contact you. 
EmailYou can send an email to   care@lebara.com.au to lodge a complaint.

What are your complaint handling processes?

To view our complaint handling process, please download our Complaint Handling Process.

To view our network outage complaints handling process, please download our Network Outage Complaints Process.

To view PDF files, install Adobe Reader on your computer, tablet or phone.

What do I do if my complaint is unresolved after going through the Internode process?

If you’re unhappy with the management of your concerns, you can request that we escalate your complaint.

If we’re unable to agree on a resolution, you can contact an external organisation for support and advice, including the: