Lyla Lindsey
Australia Post is a national postal service provider in Australia, offering mail and parcel delivery services, as well as retail services. Common complaints about Australia Post include delays in delivery, lost or damaged items, and difficulties in tracking packages. If you have an issue with Australia Post, there are several ways to file a complaint or provide feedback. You can contact Australia Post directly via phone, live chat, or email. Alternatively, you can use an external platform like Ajust, which guides customers through the complaints process and helps them get their issues resolved. If you're not satisfied with the outcome of your dispute, you can escalate the matter to the Australian Financial Complaints Authority (AFCA) or the Commonwealth Ombudsman.
| Characteristics | Values |
|---|---|
| Common issues | Delayed deliveries, lost or damaged items, incorrect deliveries, billing issues, difficulties in tracking packages |
| Ways to complain | Online form, phone, live chat |
| Information to include | Name, contact details, tracking numbers, account information, authorised representatives |
| Time taken | 10 business days |
| Further steps | If not resolved, contact Australian Financial Complaints Authority (AFCA), Office of the Australian Information Commissioner (OAIC), or Commonwealth Ombudsman |
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What You'll Learn
Online complaint form
Australia Post offers an online form as one of the ways to lodge a complaint about its products or services. The online form can be accessed via the 'Help & Support' section of the Australia Post website.
To submit a complaint, you will need to select an enquiry type and provide important details about your issue. This includes your name and contact information, as well as details related to your complaint, such as tracking numbers, account information, or authorised representatives. You can choose to remain anonymous if you do not need a response.
After submitting your complaint, you can monitor its status via the Aus Post App or your MyPost Account. You can also request status updates via email, phone, or live chat. If you are not satisfied with the resolution, you can get back in touch, and your case will be escalated to a manager.
If your dispute remains unresolved, you can contact external authorities to lodge a complaint. The relevant authority depends on the nature of your complaint. For example, the Australian Financial Complaints Authority (AFCA) handles complaints about financial products and services, while the Office of the Australian Information Commissioner (OAIC) deals with complaints about privacy and personal information handling. For postal-related complaints, you can contact the Commonwealth Ombudsman after lodging your initial complaint with Australia Post.
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Phone
Australia Post accepts complaints via phone calls, as well as emails and a dedicated complaint form on their website. If you choose to call, you can reach them via their headquarters, or you can call their support line and speak with a live agent.
Before calling, it is recommended that you gather relevant details, such as tracking numbers, account information, or authorised representatives. You can also prepare by deciding how you would like Australia Post to contact you, and whether you would like to remain anonymous.
If you are unsatisfied with the resolution of your complaint, you can escalate your case to a manager. If you are still unhappy with the outcome, you can contact the Australian Financial Complaints Authority (AFCA) or the Office of the Australian Information Commissioner (OAIC), depending on the nature of your complaint.
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Live chat
Australia Post offers live chat as one of the ways customers can file a complaint or provide feedback. The live chat feature can be accessed via the AusPost App or MyPost Account.
To use the live chat function, customers will need to provide their name and preferred contact method. If customers wish to remain anonymous, they can do so, but they will not receive a response.
When filing a complaint, customers should provide as many details as possible, including tracking numbers, account information, or authorised representatives. This will help Australia Post understand and address the issue more effectively.
It is important to note that Australia Post expects courteous, reasonable, and respectful conduct from its customers during the complaint process. Any behaviour that is violent, threatening, or abusive will not be tolerated.
If a customer's initial complaint is not resolved to their satisfaction, they can request a status update via live chat and have their case escalated to a manager. If the issue still remains unresolved, customers can pursue the matter further by contacting external authorities, such as the Australian Financial Complaints Authority (AFCA) or the Commonwealth Ombudsman, depending on the nature of the complaint.
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Postal Industry Ombudsman
The Postal Industry Ombudsman (PIO) investigates complaints about Australia Post and other registered postal and courier operators. Before contacting the PIO, you must first attempt to resolve the issue directly with the postal operator. This can be done through the Australia Post website, which offers several options for filing a complaint, or over the phone.
When lodging a complaint, you will need to provide your name and contact details (unless you wish to remain anonymous), as well as information about your complaint, such as tracking numbers, account information, or authorised representatives. It is important to note that the postal operator must be given an opportunity to resolve the dispute first before the PIO can intervene. Allow them at least 10 business days to respond to your complaint, and if you are still unhappy with their attempts to resolve the issue, you can then ask the PIO to investigate.
The PIO can only consider complaints against PIO member companies, which include Australia Post and a list of registered private postal operators. It is worth noting that if the dispute outcome complies with the terms and conditions for using the postal operator's service or product, the PIO is unlikely to investigate.
Additionally, there are alternative platforms such as Ajust that can be used to lodge a complaint against Australia Post. Ajust is a platform that guides users through the process of creating a complaint, ensuring that the right information goes to the right place. It is free for consumers to use, although there is a paid version for those who need to take more action or want faster results.
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Australian Financial Complaints Authority
The Australian Financial Complaints Authority (AFCA) is Australia's sole ombudsman service for the financial services industry. It is a free service for consumers and small businesses with complaints about banking, credit, insurance, superannuation, investments, and advice.
AFCA provides fair, independent, and effective solutions to financial disputes. It was established in 2018 and has a diverse workforce of over 800 members with expertise in dispute resolution, finance, insurance, and superannuation.
The AFCA considers complaints that were previously handled by the Financial Ombudsman Service, the Credit Investments Ombudsman, and the Superannuation Complaints Tribunal. It also has a significant event response plan for events that may result in a large number of related complaints, providing early communication with stakeholders and a streamlined process for resolution.
The AFCA's Datacube tool allows users to see how financial firms handle complaints. It also provides information on scams and how to protect personal information.
If you have a complaint about Australia Post's postal products, services, team members, or organization, you can contact the Commonwealth Ombudsman.
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Frequently asked questions
You can submit a complaint to Australia Post through their website, via phone, or by using a third-party platform such as Ajust.
Your name and contact information (unless you wish to remain anonymous), as well as details about your complaint, such as tracking numbers, account information, or authorised representatives.
Valid reasons include incorrect deliveries, billing issues, delays in delivery, lost or damaged items, and difficulties in tracking packages.
If your dispute is about an Australia Post product or service, you can contact the Australian Financial Complaints Authority (AFCA) or the Commonwealth Ombudsman to escalate your complaint.
Yes, platforms such as Ajust can be used to create and submit complaints to Australia Post. Ajust is free for consumers and guides you through the process to ensure your complaint goes to the right place.
