Fraud

We take fraud seriously at Lebara, and we’re committed to helping you if you suspect that you’ve been a victim of fraud. Online fraud generally involves phishing, which as an attempt to get private or personal details by pretending to be a legitimate entity. Phishing websites, emails and text messages can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling.

What to do if you receive suspicious correspondence or calls claiming to be from Lebara

If you receive a call, letter, email, text message or other communication that claims to be from Lebara and you suspect it may be a scam or hoax, send us an email at admin@lebara.com.au.

Scam emails and text messages

If you receive an email that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:

Don’t reply to email
Don’t provide any personal details
Don’t click on any links
Don’t open any attachments
Don’t call any numbers associated with the email
Don’t share any content of the email with anyone
Email a screenshot of the message to admin@lebara.com.au
Report the email to Scamwatch
Email admin@lebara.com.au and provide a screenshot of the suspected fraud message, the date and time you received it, how many times you received it and your mobile number.

Scam phone calls

Lebara only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:

Don’t give the caller any personal details and hang up.
Check that the call is coming from a number that’s not a number that we use (02 8015 6314).
Block the caller/sender’s number using your phone’s built-in call rejection features or by downloading an app to restrict incoming calls and messages.
Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call.
Report the call to Scamwatch
Report the email or SMS to Scamwatch
Email admin@lebara.com.au and provide the date and time you received the call, how many calls you received in total and your mobile number.

Scam websites

Scam websites can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. If you come across a website that you suspect is fraudulent, this is what we advise:

Don’t click on any links
Don’t call any numbers associated with the website
Report the website to Scamwatch
Email admin@lebara.com.au and provide a screenshot of the website, the date and time you accessed it and your mobile number.

How Lebara can help if you believe you’re a victim of fraud.

Here are some specific fraud scenarios that we can assist with.

My number has been fraudulently used to create a service with Lebara, or I suspect it has.

If you believe that someone has stolen your ID to create an account with Lebara, please contact us by email admin@lebara.com.au

There’s a number on my account that I don’t recognise.

If there’s a number on your account that you don’t recognize, please contact us by email admin@lebara.com.au

I didn’t receive my order.

If you didn’t receive your order it’s best to call customer care on 1300 126 122 from any phone.

My number has been fraudulently transferred from Lebara to another provider, or I suspect it has.

If you suspect someone has attempted to, or has fraudulently transferred your mobile number to another provider without your knowledge or consent, please immediately report this to:

Customer care on 126 122 from your Lebara phone, or 1300 126 122 from any phone.

How to protect your device.

Here are some ways to protect your device.

• Make sure to use strong PINs and passwords and change them regularly. Avoid easy to guess PINs and passwords like ‘123456’, ‘000000’ and ‘password’.

• Lock your mobile handset and voicemail with strong PINs.

• Think carefully before clicking on a link or opening suspicious emails and attachments. • Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc). Only allow necessary permissions.