Lexi Webster
Australia Post offers an Express Post service for sending urgent letters across Australia, which takes 1-3+ business days. This service comes with up to $100 in compensation included for lost or damaged items, with the option to purchase Extra Cover for specified values of up to $5,000. Customers can also take advantage of the next business day guarantee by posting items before 4 pm on weekdays within the Express Post next business day delivery network. To track their items, customers can use the Track & Trace tool or contact Australia Post's customer support via phone or live chat. The customer service team can provide assistance with receiving and sending options, ID and document services, and money transfer services.
| Characteristics | Values |
|---|---|
| Customer Service Phone Number | +61 38 847 9045, +61 13 7678, +61 13 1118 |
| None | |
| Live Chat | Available |
| Social Media | Facebook, LinkedIn, Instagram |
| Transit Time | 1-3+ business days |
| Compensation | Up to $100 included, Extra Cover up to $5,000 available |
| Transit Warranty | Available |
| Tracking | Available |
| Redirection | Available |
| Hold | Available |
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What You'll Learn
Express Post delivery times
Australia Post offers a next-business-day guarantee for Express Post deliveries if the item is posted within the Express Post next-business-day delivery network on a weekday (Monday to Friday) and meets the Express Post service conditions. Items should generally be lodged in the yellow street posting boxes before 4 pm.
Outside of the Express Post next-business-day delivery network, Express Post items are delivered as fast as possible using existing transport links. The national next-business-day delivery network operates between capital cities (excluding Darwin; and for Perth, delivery is only into the CBD) and some major centres.
Express Post letters typically take 1-3+ business days to be delivered across Australia.
To get an ETA of when your parcel will be delivered, you can check the Transit Time tool (pre-delivery) or the Track & Trace tool (if the item is already in transit). You can also contact Australia Post's customer support for assistance with receiving and sending options, ID and document services, money transfer services, and more. The Australia Post customer service phone number is +61 38 847 9045, and the longest wait times are typically on Wednesdays.
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$87.05 $105
Compensation and liability
Australia Post offers compensation for lost, late, or damaged items. The amount of compensation depends on the type of service used and the value of the item. For Express Post items, Australia Post offers a next-day delivery guarantee, and if they fail to deliver the item as per the guarantee, they will refund the cost of posting the parcel as compensation.
Additionally, Express Post includes up to $100 in compensation for lost or damaged items. Customers can also purchase Extra Cover for a specified value of up to $5,000. However, it is important to note that Extra Cover does not provide compensation for certain items, such as bank notes, bullion, or prohibited dangerous goods.
In the case of online purchases, Australia Post suggests that customers first contact the seller for a replacement item. If further action is required, the customer can present the damaged item and packaging at a Post Office for a damage report. Not all Post Offices can complete damage reports, so customers may need to visit a Post Shop or Business Hub.
Australia Post's liability and compensation scheme is outlined in their Terms and Conditions, which are subject to the Australian Postal Corporation Act 1989 and the Australian Consumer Law. According to these terms, Australia Post does not accept liability for consequential or indirect loss or damage arising from any failure related to their service. The purchase of Extra Cover also does not limit any rights or remedies that customers may have under the Australian Consumer Law.
Australia Post is committed to resolving customer complaints and disputes promptly and fairly. Customers can file complaints through various channels, including email, phone calls, or a dedicated complaint form on their website. The company aims to resolve complaints at first contact or within 10 business days if further investigation is required. If a customer is not satisfied with the resolution, they can escalate the case to a manager and, if still unresolved, contact external authorities such as the Australian Financial Complaints Authority (AFCA).
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Tracking your parcel
Firstly, you can use the Track & Trace tool by entering your consignment number. This will provide you with real-time updates on your parcel's location and delivery status. This tool is available for both pre-delivery and in-transit items.
If you have a MyPost account, you can also track your parcel by logging into your account. It is important to ensure that the details provided when creating your MyPost account match those used for online shopping to enable seamless parcel tracking.
Additionally, you can call Australia Post's customer service for assistance. Their phone numbers are +61 38 847 9045 or +61 13 7678. When calling, be prepared to provide identifying information such as your order ID, tracking number, address, or full name.
In the case of a missed delivery, you may receive a ''Sorry We Missed You' card or a collection notification via email, SMS, or app. You can use the Missed Delivery tool to arrange to collect your parcel from a depot or Post Office. Remember to bring photo identification and your consignment number when collecting your item.
For urgent deliveries, you can also contact the dedicated support team at 13 16 93 for real-time updates and assistance.
Australia Post is committed to providing excellent customer service and offers various options to track your parcel and receive timely updates on its delivery status.
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Making a complaint
If you have a complaint or issue that you would like Australia Post to investigate, you can contact their customer support team in several ways.
Firstly, you can call Australia Post on 13 POST (13 7678) or +61 3 8340 7239. You can also call +61 138 847 9045, which is the number 83% of consumers use to address their issues. Calling on Wednesdays is not recommended, as this is the busiest day of the week, and wait times are the longest. Saturdays have the shortest wait times. When you call, be prepared to provide personal information to identify yourself as a customer, such as your name, order ID or tracking number, and address.
You can also use Australia Post's live chat feature or submit your questions via an online form on their website. Alternatively, you can connect with the support team via social media on Facebook, LinkedIn, or Instagram for non-urgent queries.
If you are an Australia Post business customer and purchased Transit Cover, you can make a claim via the Business Support Portal or by contacting 13 76 78. If you are a StarTrack customer and have Transit Warranty, you can make a claim by completing the claim form online or by downloading and completing the Transit Warranty Claim form.
If your complaint has not been resolved to your satisfaction, you can get back in touch, and Australia Post will escalate your case to a manager. If you are still unhappy with the outcome, you can pursue the matter further by contacting the Australian Financial Complaints Authority (AFCA) or the Office of the Australian Information Commissioner (OAIC), depending on the nature of your complaint.
When making a complaint, Australia Post requests that your conduct remains courteous, reasonable, and respectful. Unacceptable conduct includes behaviour that is violent, threatening, or abusive, and Australia Post will end the interaction if this behaviour persists.
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Contacting customer support
Australia Post offers a variety of options for contacting customer support. The most common method is by phone. The customer service phone number for Australia Post is +61 38 847 9045, with 83% of consumers using this number to address their issues and concerns. The longest wait times are on Wednesdays, while the shortest are on Saturdays. Alternatively, you can call +61 13 7678 for assistance. If you have questions about business credit accounts, call +61 13 1118.
Before calling, be prepared to provide information to identify yourself as a customer, such as your order ID, tracking number, address, zip code, or full name. If you have a MyPost account, you can also provide your login email, name, mobile number, or customer number.
You can also connect with the Australia Post support team via live chat or submit your questions via an online form on their website. For non-urgent queries, you can reach out via social media on Facebook, LinkedIn, or Instagram.
If you have a complaint or issue you would like investigated, you can reach out to Australia Post in several ways. Provide your name and preferred contact method, along with details related to your complaint, such as tracking numbers, account information, or authorized representative details. You can also request status updates on your complaint via phone or live chat. If your complaint remains unresolved, you can escalate your case to a manager.
If you are unable to reach a satisfactory resolution, you can pursue the matter further by contacting external authorities, such as 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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Frequently asked questions
The customer service phone number for Australia Post is +6 138 847 9045. You can also call +6 113 7678 or +61 3 8340 7239 for assistance.
You can use the Track & Trace tool to track your item in real-time. You will need your consignment or tracking number.
If you purchased Transit Cover, you can make a claim via the Business Support Portal or by calling 13 76 78.
Express Post comes with up to $100 in compensation. You can purchase Extra Cover for up to $5,000 in value if needed.
Express Post delivers the next business day if the item is posted within the Express Post next business day delivery network on a weekday (Monday to Friday) and meets the Express Post service conditions. Outside of this network, items are delivered as fast as possible using existing transport links.
