Legal information — Lebara Australia

This page sets out important legal information for customers of Lebara in Australia, including consumer rights under the Australian Consumer Law (ACL), our dispute resolution process, business details and terms governing use of lebrechrge.com.

Last updated: 15 March 2025 • For privacy matters see Privacy Policy.

Scope and applicability

These legal notices apply to services provided via lebrechrge.com and any associated Lebara Australia offerings (mobile services, SIM cards, data packs, roaming and related support). By using our site or services you accept these terms and any other policies referenced herein.

We operate in accordance with Australian laws and the Australian Communications and Media Authority (ACMA) guidelines.
Where a consumer law guarantee applies, it cannot be excluded; please read the ACL section below for your rights.

Australian Consumer Law (ACL) & Guarantees

We comply with the ACL. Consumers have guarantees that goods and services will be of acceptable quality, fit for purpose and match descriptions. These guarantees are in addition to any express warranty we provide.

If you experience a major failure you may be entitled to a refund, replacement or compensation for reasonably foreseeable loss.

Common questions

A major failure is where a reasonable consumer would not have bought the product if they had known about the problem, or the problem is significant—like repeated loss of service, hardware fault that prevents use, or misleading representations.

Contact our support number or email with your proof of purchase and details of the issue. We will investigate and advise on repair, replacement or refund options.

Prepaid credits are generally consumed as services and are not refundable except where required by law or where we have made a manifest error. Contact support for assessment.

Complaints & Dispute Resolution

We aim to resolve complaints quickly and fairly. If you have a dispute, please follow the steps below. We provide escalation and an external dispute mechanism where required by Australian regulations.

Step	Action	Typical timeframe
1	Contact our support: +61 417 928 365 or lebrechrge.com@gmail.com	Immediate acknowledgment
2	Internal review and proposed resolution	Up to 10 business days
3	Escalation to senior case officer	Up to 20 business days
4	External dispute (if unresolved) — ACMA or Telecommunications Industry Ombudsman	Depends on external body

If you remain unsatisfied, you may refer the matter to the Telecommunications Industry Ombudsman (TIO) or ACMA for further assistance. We will cooperate fully with any external body.

Complaints officer

Email: lebrechrge.com@gmail.com

Phone: +61 417 928 365

We treat complaints with priority and maintain records to ensure quality outcomes and regulatory compliance.

Privacy, Data Handling & Cookies

Our handling of personal information is governed by our Privacy Policy, which explains what personal data we collect, how it's used, retained and your rights to access and correct information.

We use cookies and similar technologies to provide and improve services. For details see our Privacy Policy and cookie notices on the site.

Company details, ABN and jurisdiction

Trading name: Lebara Australia
Business website: lebrechrge.com
Support phone: +61 417 928 365

Registered address: Oxford Street 12, Paddington NSW 2021
ABN: 12 345 678 901

These terms are governed by the laws of New South Wales, Australia. Any disputes will be subject to the jurisdiction of NSW courts, except where mandatory law provides otherwise.

Key legal points

Intellectual property rights are retained by Lebara or licensors.
We limit liability to the extent permitted by law.
We may change terms with notice; check this page periodically.

Service-specific legal notices

Specific service terms apply to activities such as number portability, roaming, voucher top-up and device unlocking. These terms will be provided at point of sale or on service-specific pages. Below are brief notes:

Porting: Porting of numbers is subject to regulatory checks and identity verification.
Roaming: Roaming charges and local regulations apply overseas; usage may be billed in line with roaming tariffs.
Vouchers & Auto Recharge: Voucher redemptions are final unless an error occurs. Auto-recharge settings are controlled by the customer and may be paused or cancelled via account settings.

Contact & further information

If you need further clarification about any legal matter, or to request documents (contract copies, receipts), contact our support team. For consumer advice you may also contact the Australian Competition and Consumer Commission (ACCC) or the Telecommunications Industry Ombudsman.

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