Had an issue with StarTrack? Get a real response.
How to submit a complaint with StarTrack
Submitting a complaint to StarTrack is simple and flexible, with several options depending on your preference:
- By phone: Call StarTrack at 13 23 45 (StarTrack Express) or 13 13 20 (StarTrack Courier) during business hours.
- Online: Use the StarTrack Feedback Form or Courier Contact Form to lodge complaints electronically (ideal for quick, trackable submissions).
- Email: Send your issue to customer.satisfaction@startrack.com.au with your details and tracking number.
- In-person: Visit any Australia Post Office to lodge a StarTrack complaint in person. Their staff can help.
- Mail: For formal complaints, write to:
Customer Team, StarTrack, 140 Sharps Road, Tullamarine VIC 3043.
✅ Be ready to provide your tracking number, contact info, and a clear issue description. Online or phone methods are the fastest.
Once submitted, your complaint is logged and assessed by a StarTrack support agent.
- You’ll receive a confirmation or case number straight away (online or phone).
- A case agent investigates using tracking data or depot contact.
- Simple issues (e.g., wrong delivery) are resolved in 1–2 days. Complex cases may take up to 10 business days.
- For international parcels or escalations, up to 60 days may apply.
You’ll receive updates via email, phone or AusPost app, with one point of contact for accountability. Solutions may include:
- Parcel redirection
- Refunds or compensation
- A formal apology or corrective action
Common complaints against StarTrack
Here are the most frequent issues reported by consumers:
- Missed deliveries without attempt ("carding"): Couriers leave “missed delivery” cards despite customers being home.
- Delayed or lost parcels: Especially frustrating when tracking shows incorrect or outdated info.
- Lack of real-time updates: Consumers struggle to locate parcels due to unreliable tracking.
- Poor customer support: Long hold times, automated responses, or no way to speak to a human.
- Courier excuses: Reports of drivers marking deliveries as "unable to deliver" without trying.
While some customers report smooth resolutions, the majority cite delivery problems and poor communication as recurring frustrations.
StarTrack complaints submitted through Ajust
I discovered that 11 of our StarTrack deliveries had paperwork signed with forged signatures from my staff. That crossed a serious line. It wasn’t just about missed parcels anymore, it raised legal and trust issues for my business. We had to stop and investigate something that should never have happened, and it left us questioning the integrity of their delivery process. - Kristian
StarTrack failed to deliver a parcel containing essential medicine, yet claimed delivery was attempted. I was home, had security cameras, and no card was left. When I followed it up, I felt accused of lying instead of being helped. The stress of chasing a critical delivery and being dismissed during the complaint process made the situation far worse. - Jason
I paid for home delivery twice, but both parcels were sent to a post office 30 kilometres away with no delivery attempt. As a full-time carer for my terminally ill wife, that trip isn’t simple. I had to organise extra care just to collect items I already paid to have delivered. It felt like a complete breach of what I was promised. - Graeme
StarTrack marked my delivery as attempted when no one came to my building, which I confirmed on CCTV. I waited two full days at home after being told it would be redelivered, only to get a last-minute notification that it was sent to a post office just before closing. The delays cost me time, plans, and real opportunities. - Marcos
How other consumers StarTrack complaints got resolved
Wrong address correction: One customer entered the wrong address when ordering a phone. StarTrack redirected the parcel after a support call. It was delivered the next day.
Missed medical delivery: A courier left a “missed” card for urgent meds despite the customer being home. After long wait times, StarTrack reattempted delivery next day.
Parcel stuck at the depot: A customer’s parcel was lost in transit. After calling support and checking with the post office, it was found and delivered with an apology.
If your issue isn’t resolved, escalate directly through these steps:
- Ask for a manager: When following up, reference your complaint number and request escalation.
- StarTrack internal escalation: Their resolution team will review and investigate further.
- Commonwealth Ombudsman (Postal Industry):
If unsatisfied, escalate to the Postal Industry Ombudsman via ombudsman.gov.au. - Consumer Protection (Fair Trading):
If it involves compensation or service failure, contact your state’s Fair Trading (e.g., NSW Fair Trading or Consumer Affairs Victoria). - ACCC:
If the issue involves broader consumer rights or misleading conduct, report it to the ACCC.
📌 Always document:
- Complaint number
- Dates and names of agents
- Screenshots or tracking numbers
You have strong protections under Australian Consumer Law. If StarTrack doesn’t resolve your complaint:
- Commonwealth Ombudsman: Investigates unresolved complaints for StarTrack and Australia Post. ombudsman.gov.au
- ACCC: Enforces consumer law - report systemic issues or breaches. accc.gov.au
- Fair Trading (state/territory): Helps with service failure or refund disputes. Check your state’s website.
- OAIC: Contact if your complaint involves personal data or privacy breaches.
- AFCA: Only relevant if there’s a financial service involved (unlikely for delivery issues).
🛡️ These bodies exist to support you if StarTrack hasn’t done the right thing.
- Phone: 13 23 45 (StarTrack Express), 13 13 20 (Courier)
- Email: customer.satisfaction@startrack.com.au
🔗 Use these resources to lodge and follow up your complaint quickly.
StarTrack Complaints FAQs
What’s the fastest way to submit a complaint with StarTrack and get a response?
The fastest way to submit a StarTrack complaint is online or by phone using your tracking number. Online forms and phone calls log your case immediately and generate a reference number, which speeds up investigation. These methods also give you a clear paper trail and quicker follow-up compared to mail or in-person complaints. If time matters, avoid written letters unless you need a formal record for escalation.
How long does StarTrack usually take to resolve a delivery complaint?
Most StarTrack complaints are resolved within 1 to 10 business days, depending on complexity. Simple issues like missed deliveries or incorrect scans are often fixed within one to two days. More complex cases, such as lost or international parcels, can take several weeks. Tracking updates and proactive follow-ups using your case number can help prevent unnecessary delays.
What should I include in my StarTrack complaint to avoid delays?
You should always include your tracking number, contact details, delivery address, and a clear description of the problem. Complaints without tracking information are harder to investigate and often delayed. Adding dates, screenshots, or missed delivery notices can speed things up. Clear, factual details help StarTrack agents assess the issue quickly and move straight to a resolution.
What can I do if StarTrack ignores my complaint or doesn’t fix the issue?
If StarTrack doesn’t resolve your complaint, you can escalate it internally or to external regulators. Ask for a manager using your complaint number, then escalate to the Postal Industry Ombudsman if needed. You’re also protected under Australian Consumer Law, and Fair Trading or the ACCC may help for unresolved service failures. Documentation is critical when escalating.
You’ve done your part, now it’s time to hold StarTrack accountable.
Take the final step and submit a complaint that gets seen and responded to.