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- Delayed or lost parcels: Especially frustrating when tracking shows incorrect or outdated info.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.
Complaints submitted through Ajust
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
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.