Complaints Handling Policy
This policy has been developed by Lebara Mobile in accordance with ACIF Industry Code - Complaint Handling. No legal rights arise under this document.
Complaints Handling Policy
This Complaint Handling Policy aims to:
Ensure consistency within Lebara Mobile in handling and resolving Complaints from Customers; and
Assist Lebara Mobile’s commitment to providing quality products, services and customer service.
Lebara defines the term complaint as any expression of dissatisfaction or grievance made to Lebara Mobile by a Customer or member of the public with any product or service of Lebara Mobile, not including a request for information.
Lodgment of Complaints
Lebara Mobile customer service consultants will provide reasonable information and assistance to ensure that Complaints are lodged effectively.
Complaints may be lodged in the following ways:
Phone: By phoning 126 122 from your Lebara Mobile – or if you are calling from any other mobile or from a fixed line please dial 1300 126 122. Our opening hours are 9am - 8pm (Sydney time), 7 days a week.
Email: Electronic mail to care@lebara-mobile.com.au
Mail: Customer Care
Lebara Mobile
Level 6, 61 Lavender Street
Milsons Point
NSW 2061
Complaints will be acknowledged and responded to via the relevant channel used to lodge the complaint. The mobile number will be the reference number to be used to follow up on complaints.
Lebara Mobile has established, and will continue to develop, quality processes for the efficient acknowledgement and processing of complaints.
Response to Complaints
Complaints will be processed in a timely and efficient manner. Continuous improvement and training will be utilized to ensure complaints are resolved promptly and courteously.
Lebara Mobile’s goal is to manage our customers’ expectations realistically. This involves the careful examination of each complaint and offering a resolution on the basis of that analysis.
Records/Systems
All Complaints are recorded and analysed to ensure that our Complaint Management processes comply with this policy.
Systemic trends and recurring problems will be identified and feedback provided to the relevant departments to improve current processes.
Review of Complaint Handling Process
Lebara complaint handling procedures and systems are periodically reviewed to ensure optimum effectiveness and highlight any need for improvement.
Escalation of Complaints
Lebara Mobile’s goal is to finalise complaints at first contact.
Where necessary, customers will be kept informed of the progress of their complaint and Lebara Mobile’s internal escalation process.
Where a Customer has exhausted their avenues for addressing their Complaint within Lebara Mobile or finds those avenues unacceptable, we will advise of external channels for escalation, such as the Telecommunication Industry Ombudsman (TIO).
Access
If you have difficulties understanding English, and wish to make a complaint, please call the Translating and Interpreting Service on 13 14 50 and ask for an interpreter to assist.
For communications assistance, call the National Relay Service on 13 36 77.
Low Cost Calling
Existing Customers