Need to contact

Australia Post

and make sure they reply?

Australia Post supports millions of parcel deliveries each year and offers a wide range of customer service options. Customers can get help via phone (13 POST / 13 7678), live chat, online enquiry forms, or in person at one of Australia Post’s many branches. The Help & Support portal on their website provides quick access to all these options.

While Australia Post has received global recognition for postal excellence, local sentiment is mixed. Common praise is directed at helpful individual staff, while complaints often relate to delivery problems and long response times. Despite criticism, Australia Post remains an essential national service with support available across digital, phone and physical channels.

Customers regularly encounter these issues with Australia Post:

• 🚚 Late, lost, or damaged parcels – Packages arriving days late, getting lost in transit, or delivered crushed or wet.
  
  
• 📭 Missed deliveries (“carding”) – Parcels not attempted at the door but instead carded for post office pickup.
  
  
• 📉 Poor tracking updates – Shipment statuses that don't reflect real progress, leaving customers in the dark.
  
  
• 📞 Customer service frustration – Long phone wait times, robotic chatbots, or unhelpful support agents.
  
  
• 📦 Delivery errors – Packages sent to wrong addresses or held without notifying recipients.
  
  
• 💰 High postage costs and limited post office hours also appear in reviews.
  
  

These recurring complaints have led to low customer review scores, though Australia Post continues to handle a high volume of deliveries with occasional high marks for professionalism and service recovery.

There are several ways to reach Australia Post:

• 📞 Phone Support – Call 13 7678 (13 POST) within Australia or +61 3 8340 7239 from overseas. Available weekdays 8 am–6 pm. Use for delivery issues, tracking, complaints, or enquiries.
  
  
• 💬 Live Chat – Visit the Help & Support portal and initiate a chat. A bot starts the conversation, but you can request a live agent during business hours.
  
  
• 📝 Online Enquiry Forms – Submit issue-specific forms for “Missing Item,” “Late Delivery,” or “General Enquiry.” Track responses via email.
  
  
• 🏢 In Person – Visit your nearest post office for help with tracking, refunds, complaints, or service questions. Use the store locator online.
  
  
• 📮 By Mail – For formal complaints or low-priority issues, post letters to Australia Post HQ (note: this is the slowest method).
  
  

Tip: Use the Help Centre to find the best channel for your specific issue and to save time navigating call menus or online forms.

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Key support policies include:

• 📦 Express Post Guarantee – If an Express delivery misses the next-business-day target, you may claim a refund on postage.
  
  
• 💸 Lost or Damaged Parcels – Compensation up to $100 (without insurance) or up to $5,000 (with Extra Cover). Postage may also be refunded.
  
  
• ↩️ Change of Mind Returns – Unused postage products (e.g. pre-paid satchels) can be returned within 60 days with a receipt.
  
  
• ❌ Cancellations – Services like PO Box rental or mail redirection can be cancelled, with potential refunds of unused fees. Parcels already mailed usually can’t be intercepted, except via a limited Parcel Recall service.
  
  
• 📣 Complaints Process – Most complaints are acknowledged within 1 business day. If unresolved, cases can be escalated to the Postal Industry Ombudsman.
  
  
• 💳 Service Refunds – If Australia Post cancels a service (e.g. Mail Hold), a pro-rata refund will be offered.
  
  

All policies align with Australian Consumer Law and postal regulations. For compensation claims, documentation (proof of value, photos) is often required.