Financial Hardship Policy

At Lebara, we understand that life can take unexpected turns. If you’re facing financial hardship, we’re here to help.

It’s free to apply for or enter any financial hardship arrangement. Our customers have the right to apply for short term or long-term assistance whenever they need.

Our priority is to keep you connected, with disconnection being a measure of last resort.

What is financial hardship?

Financial hardship can happen for many reasons including loss of income, personal or household illness, change in family circumstances, or because of natural disasters.

Lebara considers financial hardship to be a situation where a customer is, or may be, unable to discharge their financial obligations owed to us or is experiencing other financial difficulties, and that customer or organisation considers they can make a payment for their service or discharge their financial obligation to us if an agreed arrangement for financial hardship assistance is implemented by us.

What are my options?

Some solutions we offer include:

• Temporarily postponing or extending a recharge
• Applying restrictions on your service(s). For example, barring certain call types (such as premium services and international calls) and roaming
• Applying appropriate spend controls. For example, removing any optional prepayment balance to stop you incurring usage outside your plan’s inclusions
• Moving you to a lower cost plan
• Applying discounts to your service
• Manual payment
• Providing you with flexibility to make smaller and more frequent payments to your account so it’s tailored to your needs

How can I get help?

At Lebara, we understand that financial worries can be stressful and confronting, and we expect all staff to act with compassion and empathy whilst managing business requirements. To make an application or to monitor your application, you can call us on 126 122 from your Lebara mobile or 1300 126 122 between 8am – 8pm AEST (Monday to Friday) or 9am – 6pm AEST (weekends & public holidays). You can also apply or discuss via LiveChat which has the same operating hours. 

Our dedicated Call and LiveChat teams will work with you to understand your situation and offer suitable option(s) on the call or chat. If you agree, we will set this up for you immediately. The arrangement will commence once you have indicated to us that you agree. If we determine you’re not eligible, we will inform you immediately.

If your circumstances change during the term of the arrangement, you must inform us within 14 days of the change in your situation. We will review your arrangement accordingly.

Where can I get further help?

The National Debt Helpline offers professional counsellors who can offer free and independent advice.

At Lebara, we are committed to providing accessibility for all customers whether that be the way you contact us or the products we develop.

If we cannot reach an agreed outcome, you can lodge a complaint.

If you’d like to seek a review or lodge a complaint, you can contact us.

Alternatively, you can make a complaint or contact the TIO for support and advice.

Additional Information