Australia Post

refund policy – how to claim your money back

You may be eligible for a refund or compensation from Australia Post if your parcel was lost, damaged, or delivered late (under specific conditions):

• 📦 Express Post Guarantee: If your Express Post item wasn’t delivered by the next business day (within the guaranteed network), you’re eligible for a postage refund - as long as all conditions were met (e.g. correct address, cut-off time met, dropped at the right location).
  
  
• 📉 Lost or Damaged Items: All parcel services come with $100 compensation cover (plus a postage refund) if the item is lost or arrives damaged. For compensation, you’ll need proof of lodgement and item value.
  
  
• 🛡 Extra Cover Insurance: If you purchased Extra Cover, you may claim up to $5,000 in compensation (including item value + postage refund) if the item is lost or damaged.
  
  
• ⚖️ Consumer Law Protections: If Australia Post fails to deliver a service with reasonable care or within a reasonable time, you may be entitled to a refund under Australian Consumer Law.
  
  

🛑 Exclusions Apply:

• Untracked items (like regular letters) are ineligible.
  
  
• Items like cash, bullion, and prohibited goods are excluded.
  
  

Damage caused by poor packaging or events outside their control (e.g. customs seizures) may void your eligibility.

Here’s how to lodge your refund or compensation claim step-by-step:

1. 📝 Identify the Issue Type
   
   
   • Express Post late? Use the online contact form or call 13 POST.
     
     
   • Lost item? Submit a “Missing Mail” enquiry with tracking, recipient info, and item description.
     
     
   • Damaged item? Visit a post office with the item and packaging. The recipient must lodge the claim.
     
     
2. 📎 Provide Required Documentation
   Include:
   
   
   • Tracking or lodgement receipt
     
     
   • Photo ID
     
     
   • Proof of item’s value (invoice or receipt)
     
     
   • Proof of postage cost
     
     
   • A statutory declaration may be requested in some cases.
     
     
3. 📤 Submit Online or In-Person
   
   
   • Use the Missing Mail form or complaints page to submit claims.
     
     
   • For in-person help, visit a larger Post Office or Business Hub.
     
     
4. 📞 Track with Your Reference Number
   
   
   • Follow up via 13 POST or chat.
     
     
   • Use your reference number to check status and request updates.
     
     
5. 🕵️ Investigation Phase
   
   
   • Australia Post investigates internally - locating items, reviewing damage, and assessing your documents.
     
     
6. 💰 Resolution
   
   
   • If approved, your refund is processed and you’re notified of the result.
     
     
   • If denied or unsatisfactory, you can escalate the case internally or via the Postal Industry Ombudsman.
     

• ✅ Most simple claims (e.g. Express Post refunds) are resolved within 10 business days.
  
  
• 🔍 More complex claims (e.g. lost parcels or damaged high-value items) may take several weeks.
  
  
• 📢 Updates are provided if delays occur during investigation.
  
  
• 💸 Payouts (once approved) usually arrive within 5–10 business days.
  
  

⏳ What affects the timing?

• Missing or incorrect information
  
  
• High-volume periods (e.g. Christmas)
  
  
• Coordination with overseas postal partners
  
  
• Claim type (Express refunds tend to be quicker)
  

You can receive your approved refund through various channels:

• 💳 Electronic Funds Transfer (EFT) – Direct deposit to your bank account (most common).
  
  
• 💰 Credit Card Reversal – If you paid with a card, they may credit that card.
  
  
• 🏦 Account Credit – Available for business customers using an AusPost account.
  
  
• ✉️ Cheque or Money Order – If you didn’t provide EFT details.
  
  
• 🛍 Refund to Original Payment Method – e.g. PayPal, cash, or card used for postage.
  
  

🛡 Security Tip: Never share your banking login. Refunds are processed only through official channels.

Customers often face the same snags during the refund process:

• 📂 Missing Documents – No lodgement receipt or value proof = no claim.
  
  
• ⏱ Late Claims – Must be lodged within 6 months (domestic) or 30 days (international).
  
  
• 🧾 Expectation Gaps – Max standard payout is $100 without Extra Cover.
  
  
• 📦 Claim Denials – Often due to poor packaging, delivery to the correct address, or misuse of Express Post.
  
  
• 🎭 Wrong Claimant – The sender usually needs to file the claim, not the recipient (except for damaged item reports).
  
  
• ⏳ Long Delays – Some claims get stuck in admin limbo. Persistence and escalation are key.
  
  
• ⚠️ Scam Risks – Only trust communications from auspost.com.au or official phone support.
  
  

📌 Pro Tip: Keep everything (your receipt, emails, tracking number, and packaging) until the case is resolved.