Australia Post in hot water as complaints exceed 1 million

If you think the service provided by Australia Post is not what it used to be, you’re not alone.

On Tuesday afternoon, The Postal Industry Ombudsman released a report that detailed the shortcomings of Australia’s postal service for the last financial year.

The report found that Australia Post received more than 1.1 million complaints during the period and issued a list of recommendations for the service to follow. The report, issued by Commonwealth Ombudsman Michael Manthrope, found the postal industry had undergone rapid change over the past few years and that many problems arose because of an increased number of Australian customers buying goods online.

Because of the rise of online shopping, more people are relying on Australia Post to deliver their items quickly, safely and cheaply to their door, however, many of the complaints related to carding, Safe Drop and compensation issues. People regularly became frustrated by failed delivery attempts, stolen parcels and letters, as well as refusal of compensation by Australia Post for mistakes on its behalf.

While the Ombudsman acknowledged that complains about Australia Post decreased by 30 per cent over two years, it said 1.1 million complaints concerning delivery problems wasn’t acceptable.

“Recently published data from Australia Post indicates that 1.1m complaints were received in the 2016–17 financial year,” Manthrope said in a statement. “While the scale of Australia Post’s operations needs to be borne in mind to put complaint numbers into perspective, the fact that more than 1 million people have complained, is cause for concern.

“Australia Post has initiated some action independently to further improve the customer experience.”

This has led to the Ombudsman providing a series of recommendations for Australia Post to provide customers with better support and handling of complaints so they don’t have to be escalated to the Ombudsman in the first place.

The report stated Australia Post needs to rethink its customer service structure and encouraged the postal service to figure out why its complaint system was unable to resolve matters at either the enquiry or complaint stage and pay closer attention the constant problems within the company that lead to complaints being made.

It also asked Australia Post to update the published advice it provides customers relating to delivery addresses to decrease the number of parcels left at post offices and collection points, as well as rethinking its compensation policy.

Manthrope confirmed that Australia Post was taking the recommendations seriously.

“The report makes six recommendations aimed at reducing the number of complaints,” he said. “Australia Post has accepted five of the Ombudsman’s recommendations and partially accepted one. The Ombudsman’s Office will continue to monitor the implementation of the recommendations in the report.”

Earlier this year, Australia Post announced it would be introducing a live tracking feature for parcels and letters. 

What do you think needs to be done for Australia Post to improve?