Unwelcome calls and messages

If you receive unwelcome calls and messages, it’s best not to answer or reply. Let calls go to voicemail so you can screen who’s calling you. You can block the caller/sender’s number using your phone’s built-in call rejection settings or downloading a call-rejecting app. We recommend downloading a reputable call‑blocking app from your device’s official app store. Always check reviews, permissions, and the app’s privacy policy before installing. If the calls and messages continue, changing your mobile number is an option, contact our team and we’ll help.  

 Unwelcome communication is when someone contacts you (by call, SMS/MMS or email) in a way you’ve said you don’t want, but it’s not considered life-threatening.  If the messages or calls make you feel there’s a serious and immediate threat to your safety or health, this is more serious. Please contact the police right away. If you believe the calls or messages, you have received may be scams, or are requesting your personal, account, or financial information, refer to: Scams awareness | Lebara Australia.

If you’ve only had one or two unwanted contacts, our options to help are limited. 

If there’s a repeated pattern, we can take action. A “pattern” means: 

• 10 or more unwelcome contacts within 24 hours 
• 3 or more unwelcome contacts over 1–5 days 

Messages or calls happening at regular or repeated times

What can Lebara do?

If you have received a ‘pattern’ of unwelcome communications, please call 126 122 from your Lebara Mobile or 1300 126 122 from any other landline. Our team can submit an ‘unwelcome calls report’ on your behalf or contact us via LiveChat. 

To help, we’ll need the dates and times of the unwanted contacts and the number (if you have it). We’ll also need your permission to share your number with other providers involved in the investigation, and with the person making the contact. 

Please keep any records of the messages or calls so we can assist you (and for the police, if needed). 

Once you submit a report, we’ll check for a pattern. If confirmed, we’ll send a formal warning to the sender and update you by SMS. 

If there isn’t a pattern yet but the contacts continue, please keep a record and reach out once the pattern criteria is met. 

Additional information 

For further guidance on the life threatening and unwelcome communications process, and for information on what action is taken if unwelcome communications persist, please view the Customer Process – Handing of Life Threatening and Unwelcome Communications. 

• At least one unwelcome communication must have been received within the last 30-day period. 

• We are unable to investigate unwelcome communications from overseas numbers. 

• To use voicemail messages as examples of unwelcome communications, you’ll need to provide details of the time and date when the message was left. 

• If you’re using an iPhone, messages sent with iMessage can’t be used as examples of unwelcome communications with Lebara. This is because iMessage uses data rather than our network’s calling or messaging gateways. You can switch iMessage off to ensure that your messages are received as a standard SMS or PXT. 

• Calls, video calls and messages received through third party instant messaging apps, such as Facebook Messenger, WhatsApp can’t be used as examples of unwelcome communications with Lebara. This is because apps use data rather than our network’s call or messaging gateways. 

• Calls, video calls and messages received through third party instant messaging apps, such as Facebook Messenger, WhatsApp can’t be used as examples of unwelcome communications with Lebara. This is because apps use data rather than our network’s call or messaging gateways. 

• Under Australian privacy laws, we are unable to give out any information about the caller/sender. 

• For further guidance on the life threatening and unwelcome communications process, and for information on what action is taken if unwelcome communications persist, please view the Customer Process – Handing of Life Threatening and Unwelcome Communications.  

Telemarketing calls 

You can reduce telemarketing calls by adding your number to the ACMA Do Not Call Register. It may take up to 30 days for calls to stop, and your number will stay on the register until you choose to remove it. 

This register is managed by the Australian Communications and Media Authority (ACMA) on behalf of the Australian Government. Once you’ve registered, Australian telemarketers and fax marketers must not contact you. 

Please do not reply to any messages from telemarkers and do not provide them with any personal information. 

This will stop most unwanted calls, but some organisations (like charities, political parties, researchers, or companies you’ve dealt with) may still contact you. 

If you’re a Lebara customer, this won’t stop marketing from us—you’ll need to opt out separately via our support page.  Note: numbers mainly used for business can’t be added to the register.