Tried to complain to Australia Post but got ignored? We’ll help you escalate it.
How to submit a complaint with Australia Post
Australia Post offers multiple ways to lodge a complaint, depending on your preference and urgency. Here's how to do it:
- Online Form: The fastest and most recommended method. Head to Australia Post’s online complaint form and choose your issue category (e.g. delivery delay, missing parcel). Once submitted, you’ll receive an instant confirmation and case reference.
- Phone: Call 13 POST (13 76 78) (or +61 3 8340 7239 from overseas). Their team can lodge the complaint for you and provide a reference number on the spot. Interpreter and TTY services are available.
- App or Website Chat: Use the AusPost mobile app or live chat on the website. A virtual or live agent will guide you through the complaint process and log your issue for follow-up.
- In Person: Visit any Post Office to speak with a staff member. They’ll lodge your complaint in the system and give you a reference number for tracking.
- By Mail: You can write to:
Australia Post Customer Sales & Service, GPO Box 9911, Melbourne VIC 3001.
This method is slower. Responses may take a week or more.
📝 Tip: Always include key details like tracking numbers, dates, and your contact info for a faster resolution.
Once submitted, here’s what to expect:
- Immediate Acknowledgment: For online, app, or phone complaints, you’ll receive a confirmation and case number straight away.
- Investigation: Straightforward complaints are often resolved at first contact or within 10 business days. More complex cases, like lost international parcels, may take 30–60 days.
- Updates & Tracking: You’ll receive updates via email or phone. You can also check progress through the AusPost app or your MyPost account.
- Resolution Types: Resolutions may include:
- Re-delivery
- Location and recovery of lost items
- Compensation or refunds
- Apologies and corrective actions
- Re-delivery
- Case Managers: For complicated issues, a dedicated case manager will be assigned to support your complaint through to resolution.
Australia Post prioritises fairness and transparency throughout the complaint journey.
Common complaints against Australia Post
Here are the most frequently raised issues:
- Missing or Delayed Deliveries: Items not arriving, tracking stuck, or long delays (especially during peak times).
- “Card Left – No Attempt”: A card is left in your mailbox instead of the parcel, even when you're home. This is frustrating and common.
- Damaged Parcels: Receiving broken or opened items, especially gifts or valuables, often due to mishandling.
- Poor Customer Service: Hard-to-reach support, lack of clear updates, and unhelpful staff interactions top the list of frustrations.
- Incorrect or Unsafe Deliveries: Parcels delivered to the wrong address or left in unsafe spots.
These issues, while frustrating, are not unusual, and they all have known solutions if you raise them correctly.
Real complaints submitted through Ajust
My daughter’s birthday present never arrived because the driver twice claimed my clearly signed address didn’t exist. It was heartbreaking to explain that to her. I just wanted an apology and the parcels actually delivered right the first time. -Leslie
I was home and expecting an urgent parcel when I got a message saying it had been delivered - but it hadn’t. No knock, no call, no parcel. Australia Post refused to investigate further. It was like being gaslit by a delivery service. - Sunkyu
A parcel I sent internationally never left Australia, but Australia Post still charged me nearly $250 and offered no help. I had to pay again, this time over $270. I just wanted a refund for a service I couldn’t even use. - Jessica
My parents are in their 90s and now miss critical bills and documents because Australia Post refuses to deliver to their home after a property sale. They’ve lived there 50 years. This is causing them huge stress - and no one seems to care. - Lyn
How other Australia Post complaints got resolved
📦 Missed Delivery & “Carding”:
A Melbourne couple had multiple deliveries missed with only a “sorry we missed you” card left - despite being home. After being ignored repeatedly, they escalated to the Postal Industry Ombudsman and later a tribunal.
Outcome: $3,100 compensation awarded. Deliveries resumed.
🌍 Lost International Parcel: A customer’s overseas parcel vanished in transit. By providing full tracking, value, and item details in their complaint, Australia Post worked with the international carrier and located the package weeks later.
Outcome: Item delivered, apology issued, and goodwill voucher offered.
If your complaint isn’t being handled or resolved on time:
- Request a Manager: Ask to speak with a supervisor when calling or visiting. They have more authority to resolve difficult issues.
- Follow Up in Writing: Escalate in writing via the online form or mail, marking it as a follow-up to a previous complaint. Include your reference number and why you’re dissatisfied.
- Customer Resolution Team: For ongoing issues, your case may be assigned to a dedicated handler who will stay with you until it’s resolved.
⏳ Reminder: If it’s been 10+ business days without a meaningful update, it’s time to escalate internally.
If internal escalation doesn’t work, here are your options:
- Postal Industry Ombudsman (PIO):
Free, independent, and designed specifically for postal complaints. Lodge a complaint if:
- You’ve had no resolution within 30 days
- You’re unhappy with Australia Post’s final response
Lodge a complaint via the Commonwealth Ombudsman
- You’ve had no resolution within 30 days
- AFCA:
For financial product complaints (e.g. travel cards, bill payments), go to the Australian Financial Complaints Authority. - OAIC:
For privacy or personal data breaches, lodge a complaint with the Office of the Australian Information Commissioner. - ACCC & Fair Trading:
For systemic issues or breaches of consumer law, such as repeated overcharging or misleading advertising, report to the ACCC or your local Consumer Affairs office.
Australia Post Complaints FAQs
How do I make a complaint to Australia Post the fastest way possible?
The quickest way to complain to Australia Post is via their online complaint form. You'll get an instant case number and confirmation when using the form, making it the fastest and most trackable method. Include details like tracking numbers and contact info to speed things up.
What happens after I submit a complaint to Australia Post?
You’ll get an immediate case number and your issue will be investigated within 10 days. Simple issues are resolved fast, while complex ones like lost parcels may take up to 60 days. You’ll receive updates via email or app, and tough cases get a dedicated manager for follow-up.
What are the most common complaints about Australia Post?
Most complaints involve missed deliveries, lost parcels, damage, poor service, and unsafe drop-offs. These issues often stem from peak-time backlogs or mishandling, but they’re solvable if reported correctly with full details. “Card left – no attempt” is especially frustrating for time-poor Aussies.
How do I escalate an unresolved complaint with Australia Post?
First, ask for a manager or follow up in writing using your reference number. If there’s no meaningful update after 10 business days, escalate internally. If still unresolved after 30 days, lodge a complaint with the Postal Industry Ombudsman for free and independent review.
You’ve done your part, now it’s time to hold Australia Post accountable.
Take the final step and submit a complaint that gets seen and responded to.