Lexi Webster
Australia Post, the country's primary postal service provider, has received numerous complaints from customers regarding various issues. One of the most common grievances is related to delivery services, with some customers reporting that their posties do not attempt deliveries, instead leaving a 'not at home' card without even knocking on the door. Other complaints include billing issues, such as errors in postage charges, and concerns about privacy and the handling of personal information. Customers are encouraged to resolve issues directly with Australia Post or StarTrack, but can escalate unresolved complaints to authorities like the Australian Financial Complaints Authority (AFCA) or the Office of the Australian Information Commissioner (OAIC).
| Characteristics | Values |
|---|---|
| Reason for complaint | Delivery staff do not deliver parcels, instead leaving a 'not at home' card |
| Action taken | Filed multiple complaints, filmed delivery staff behaviour, asked for a refund, contacted driver's manager |
| Outcome | No resolution, driver's behaviour has not changed |
| Other issues mentioned | Difficulty getting a refund, lack of accountability, poor communication, inconsistent complaint outcomes |
| Official complaint process | Contact Australia Post directly first, then contact AFCA, OAIC, or the Commonwealth Ombudsman if unresolved |
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What You'll Learn
Failure to deliver packages
In some cases, delivery drivers have been accused of simply dropping off a "not at home" card without making a genuine attempt to deliver the package. This issue has been highlighted by customers who have installed video doorbells or security cameras, providing evidence that contradicts the claims made by Australia Post and its drivers. One customer even witnessed a driver placing the notification card without attempting delivery while they were conducting road works.
Customers have also complained about receiving "attempted delivery" notifications or cards, citing reasons such as an "unsecured dog" when the dog was inside the house and did not have access to the front of the house. In other instances, packages have been left in insecure locations, such as mailboxes or doorsteps, despite specific instructions to the contrary.
To address these issues, customers have taken various approaches. Some have opted to lodge complaints through phone calls, emails, or online forms. Others have chosen to install video doorbells or security cameras to hold delivery drivers accountable and provide evidence in case of disputes. Additionally, building friendly relationships with delivery personnel and treating them with respect has been suggested as a potential way to improve the reliability of deliveries.
Australia Post has outlined procedures for customers to provide feedback or file complaints regarding their products or services. Customers can choose from various contact options, including online forms, post offices, phone calls, or emails. It is recommended to include relevant details such as tracking numbers, account information, or authorised representatives when filing a complaint to facilitate a swift resolution.
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Poor customer service
In addition to issues with delivery, customers have also complained about the lack of accountability and ineffective complaint resolution processes. One customer shared their experience of requesting a refund for postage due to non-delivery, only to be directed to fill out an online form that required the sender's involvement, making it difficult to hold anyone accountable. Another customer recounted filing numerous complaints over 12 years with little to no resolution, suggesting that Australia Post fails to adequately address recurring issues.
The complaint resolution process itself has also been criticised as cumbersome and ineffective. Customers have reported engaging in multiple back-and-forth emails or being informed that their complaint has been finalised without any tangible action being taken. The process often involves various channels, including online forms, post offices, phone calls, and emails, leaving customers confused and frustrated.
Australia Post has outlined steps for customers to lodge complaints or provide feedback through various contact options. These include online forms, post offices, and other preferred methods. However, customers have expressed dissatisfaction with the lack of meaningful outcomes from these processes. It is important to note that Australia Post has stated its commitment to enhancing customer experiences and protecting personal information during the complaint-handling process.
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Billing issues
Australia Post customers have reported billing issues, including errors with postage charges or other billing concerns that are not resolved through normal channels.
One customer complained about not receiving a refund and was told to fill out an online form, which they could not do as it had to be done by the sender. The customer felt that this was a deliberate tactic to ensure that no one was held accountable.
Another customer shared a similar experience, stating that they had to file several complaints with Australia Post over the years, with varying levels of success. They mentioned that some complaints were finalized without any resolution.
To address billing issues, customers can provide feedback or file a complaint to Australia Post using various methods, such as calling customer service on 13POST or submitting a complaint form online. When filing a complaint, customers should provide their name and contact information, along with details related to the issue, such as tracking numbers, account information, or authorized representatives.
If the complaint is about financial products and services, customers can contact the Australian Financial Complaints Authority (AFCA) for further assistance. Additionally, if the dispute remains unresolved, customers can escalate the matter to the manager and pursue it with relevant authorities, such as the Office of the Australian Information Commissioner (OAIC), if it involves privacy or the handling of personal information.
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Privacy concerns
Customers have expressed concerns about the privacy of their personal information and how it is used by Australia Post. Some complaints relate to the handling of personal information, such as names, contact details, and account information. Customers want assurance that their data is protected and not misused. This includes concerns about unauthorised access, disclosure, or use of their personal information.
In response to these concerns, Australia Post has outlined measures to address privacy issues. The company allows customers to choose how their personal information is used and who can access it. They also provide options for customers to remain anonymous when filing complaints or providing feedback, ensuring their identities are protected.
Australia Post also offers various contact options, including online forms, phone calls, and in-person visits to post offices, to address privacy concerns. Customers can request information about the company's privacy practices and how their personal information is handled. If customers are dissatisfied with Australia Post's response, they can escalate the matter to the Office of the Australian Information Commissioner (OAIC), which handles complaints related to privacy and the handling of personal information.
Additionally, Australia Post has implemented measures to handle unreasonable conduct during the complaint process. While they prioritise protecting customers' privacy, they may restrict contact with individuals who exhibit unreasonable behaviour. These restrictions apply only to the complaint process and do not affect other services provided by Australia Post. The company commits to fairness and proportionality in imposing such restrictions.
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Staff misconduct
While it is unclear what the number one Australia Post complaint is, staff misconduct has been an issue for the postal service.
In 2020, the Commonwealth Ombudsman's report revealed that over 20 investigations into Australia Post public interest disclosures resulted in findings of staff misconduct. These included maladministration, abuse of public office, and three contraventions of the law. In response, Australia Post undertook disciplinary action and staff training on ethics, discrimination, bullying, harassment, and the postal service's drug and alcohol policy.
Instances of staff misconduct have also been reported by customers, who have complained about issues such as lazy or incompetent delivery drivers and unsuccessful refunds. In one case, a customer reported that their delivery driver consistently left a "not at home" card without attempting delivery, an issue that persisted for 12 years despite multiple complaints. Another customer reported that they were denied a refund for postage after the driver failed to deliver their package, and were instead told to fill out an online form, which required the sender's involvement.
Australia Post provides a process for customers to lodge complaints or reports of staff misconduct. Customers can choose to remain anonymous and not receive a response, or they can provide their contact information for further updates. If a complaint is not satisfactorily resolved, customers can escalate the case to a manager and, if still dissatisfied, contact external authorities such as the Australian Financial Complaints Authority (AFCA) or the Office of the Australian Information Commissioner (OAIC).
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