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Financial Hardship Policy

Payment Info

To get any of the Lebara Plans all you need to do is add a selected Lebara Plan to your account every 30 days. This is a prepaid service so you pay as you go – you only pay for what you use!

If you’re new to Lebara, you can purchase a Preloaded SIM card or otherwise purchase a SIM without credit for $2. If you have purchased a $2 SIM card you can then simply purchase a Standard Plan voucher $10-$100, $24.90 Small Plan voucher, $29.90 Medium Plan voucher, $39.90 Large Plan voucher, $49.90 Extra Large Plan voucher. This can be purchased online using your credit card via MyLebara or in-store through anyone one of our retail partners.

If you’re already an existing Lebara customer, redeem any Lebara Plan value at any time on your existing SIM following the same payment steps as above – either prepay online via MyLebara using your credit card or purchase through anyone of our retail partners. See below:

You can add additional credit to your Lebara Plan with any Lebara $10-$100, recharge. Head to MyLebara and follow the prompts to recharge using your credit card or buy in-store at any one of our retail partners.

Spend Management

As all of Lebara’s plans are prepaid you can manage your monthly spend simply recharging with what you can afford. Lebara offers recharges from as low as $10 over 365 days. There are no lock in contracts.

One of Lebara’s great spend management tools for usage is our “Check My Balance” section under MyLebara.This allows you to track how you are spending your credit.

Most of the things you do on your phone such as web browsing, checking email, streaming and using apps requires data. To help you work out just how much you’ll need we’ve created this guide. The examples are based on averages and are estimates only.

Security Tools

MyLebara is our personal security account service that allows you to manage your account, recharge online, check your call usage and more. To access your MyLebara account, all you need is your Lebara Mobile number and PIN (created at the time of registration). If you have forgotten your MyLebara PIN you can retrieve this from the MyLebara login page. Simply enter your Lebara Mobile number, then select the link to have your PIN sent to your registered email address. Alternatively you can contact the call centre and provide your Lebara pin number or date of birth to access your account.

This security tool service is provided at no added cost.

Financial Hardship Policy

If you’re facing financial hardship, we’re here to help.

We recognise that financial hardship can happen for many reasons including loss of income or property, sudden illness or injury, change of family circumstances or as a result of natural disasters such as COVID-19, bushfire, flood, earthquake or drought. It can affect your financial situation for a short while or you may need assistance for longer.

How can we help?

If you’re experiencing financial hardship, please contact our Customer Service team.

Our Customer Service team won’t require any formal financial information from you. Based on the information you choose to provide, they will work with you to determine the right solution to suit your financial situation.

If you need to contact our Customer Service team please dial 126 122 if you are calling from your Lebara Mobile or 1300 126 122 if you are calling from any other fixed line or mobile in Australia. Our opening hours are 8am to 8pm Monday to Friday (Sydney time) and 9am to 6pm on Weekends and Public Holidays.

What are my options?

Our Customer Service team will work with you to determine how best to assist you. As a prepaid provider, some of the solutions Lebara offers include:

  • No late or cancellation fees
  • Spend controls via self service
  • Transferring to an alternative low cost prepaid plan

3G Network Closure

If your mobile handset is impacted by the 3G network closure and you are experiencing financial hardship, please contact us for assistance by calling 1300 126 122. A range of financial hardship assistance options are available to help you stay connected, including free, low cost, no cost or subsidised handsets.  You can find further information about the 3G network closure and if your handset is affected on our support page.

Where can I get further help?

If you need more assistance, you can call the National Debt Helpline on 1800 007 007 to get free and independent advice from a financial counsellor over the phone. They are available between 9.30am-4.30pm from Monday to Friday. You can also find a financial counsellor in your local area online.

Here are other resources and organisations that you might find useful.

Complaint Handling Process  

Your feedback is important to us, whether good or bad. If you’re dissatisfied with our products or service, we want to know about it. We treat every complaint seriously and aim to resolve your concerns as quickly as possible.

You can find our complaint handling process here.