How to file a complaint and get quick results from

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
    
    
• 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.

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.