Postal Ombudsman can't touch Aus Post

Related Stores

Australia Post

• 

  RockyRaccoon on 04/03/2015 - 13:14

  Unfortunately nothing new here.

  Australia post is like many other government business entities. They are not interested in the consumer.

  While it's an Asset for the public its a liability for the consumer. More interested in protecting the employees than the customers. Why else is it always the unions who fight to keep these businesses in public hands.

  British Post is now private and I get parcels from the UK sometimes faster than from Sydney. Irony is that Aust Post has to ship it up from Sydney in both cases!!

  And unless you took out insurance they cover nothing. Lost a broken mobile phone, which was tracked posting, and no compensation was given. Even the tracking was woeful. All they could track was they received it. No idea where in the system it got lost.

  Aust Post = Aust Joke.

• 

  highon2str on 04/03/2015 - 13:20

  Thanks for the heads up… Auspost always leaves quite a bit to be desired.

  -We cannot demand proof of delivery because the recipient also needs to prove that we did not receive the item and aus post cannot search our premises for that proof (which is like, proving that you do not infact, owe me money).

  This got me thinking - We've got 24/7 camera surveillance at the front of the property. If this ever happened to us, would video proof be sufficient to prove that the postie never turned up?

  • 

    whooah1979 on 04/03/2015 - 13:41

    it all depends on the judge. you may not even be allow to use it.
    http://en.wikipedia.org/wiki/Evidence
    http://en.wikipedia.org/wiki/Proof_(truth)
    http://en.wikipedia.org/wiki/Legal_burden_of_proof#Standard_…

    would it really be worth all the time, cost and energy?

  • 

    RockyRaccoon on 04/03/2015 - 15:17

    sufficient to prove that the postie never turned up?

    You are assuming Aust Post is like any other organisation.

    It's not and while you and I think that would be enough for most organisations to pay up. Aust Post doesn't work that way. They don't care about customer relations e.g. like Myer or other companies, that will take information like that and say it's likely you are correct.

    They will even admit they lost the parcel, as they did in my case as it was "tracked" to the shipping office and after that nothing. But all they did was refund the postage cost, as they couldn't track the item.

    So in this case tracking means they will just tell you if it's delivered, if its not too bad.

• 

  subydooby on 04/03/2015 - 19:07

  Aus post - don't get me started…

• 

  eqv on 04/03/2015 - 22:18

  So what does the postal ombudsman supposed to do exactly if they can't even do anything on this kind of matter? They staff over they do get paid to do something right?

  • 

    Question on 05/03/2015 - 01:19

    I have no idea what it is they are supposed to do. They claim to "investigate" and "make recommendations" but whats the point of that when nobody is obligated to pay attention to them?

    Would the police be effective if all they could do was advise criminals to not commit crimes?

• 

  [Deactivated] on 05/03/2015 - 20:32

  Aust Post needs a huge shakeup. Write a letter to the naive Minister, Turnbull and copy it to their grossly overpaid CEO. I tried to claim (a tiny $150) when they broke a glass item during delivery last year but the claims "reviewer" basically said go away. I had pictures of the smashed item (considerable force would have been required to do the damage they did), and have had similar items delivered for years without problems. Should have taken it further.

• 

  tonyjzx on 06/03/2015 - 00:40

  let me point out two things

  i often pay for registered post, if it gets lost i know i cant be compensated but i know for certain if it reaches the recipient

  if the item is THAT valuable you need to pay for insurance OR use a courier

  then you are certain you will be paid out

  you are expecting compensation on standard post?

  • 

    Question on 06/03/2015 - 10:50

    Tracking is supposed to show whether the item reachd the recipient. In this case, it simply shows it was last processed at a AP facility.

    And yes, i do expect compensation on standard post. If not, whats stopping staff/contractors from stealing every standard post item since AP is not penalized in any way?

  • 

    [Deactivated] on 06/03/2015 - 23:00

    Absolutely. They have a duty of care and CLEARLY someone in their chain just didn't give a fig. I was refunded by the seller and was trying to get him his money back, but that's not the point. If the seller had to factor insurance into his sales he might as well not be in business in this case. Again, irrelevant. Consumers shouldn't have to insure against their incompetence or carelessness, that's the responsibility of the business.

• 

  Hellfire on 06/03/2015 - 09:02

  The Postal Industry Ombudsman does have power over Australia Post but only where AP don't abide by the rules.

  By the sounds of it AP didn't break any of the rules. Items go missing all the time and in most cases AP won't be able to find them. Your only recourse is to apply for compensation.

  And next time pay more for registered post or a courier if you are shipping something valuable.

  • 

    Question on 06/03/2015 - 10:54

    Strange, the ombudsman person i talked to specifically said over and over again that they do not have ANY power over AP.

    AP abiding by their internal rules means nothing. I too can easily do this. "Hey i have this piece of paper that claims i delivered a crate of ipods to you, but there's no courier name or signature or anything on it except the tracking number. What's that, the tracking data doesn't show it and you didn't receive it? Well, too bad, my own made up rules proves that i did."

    The package strictly wasn't very valuable. However i did pay $8.50 for shipping and packaging, and i do not appreciate it going missing with no explanation because the tracking system is worthless and AP themselves did not bother to scan it properly. Not to mention the two months of getting the run around by AP because they refuse to pick up calls or answer emails on numerous occasions.

    Another funfact : apparently AP is under no obligation to answer queries as to where your article is.

• 

  Paul871 on 05/07/2015 - 06:07

  How long does it take for them to get back to you?
  It is 2 months since the ombudsman accepted my case and said they would look into it with AusPost… I guess AusPost is not cooperating and they are still talking?

• 

  louishan80 on 25/11/2016 - 16:32

  Same case happen to me which cost me over $500 of lost due as a result of resending the parcel back and forth and damaged good.
  Dont bother about the tracking, the tracking number shown on 3rd parties website and AP internal system but will never shown online.
  So maybe something happens, they just denied it.

  As for PIO, yes, my dealing with them is basically waste of time. They can do nothing to AP, probably AP has too many complaints already until they dont bother anymore. The officer who handles my case agree with my claims but he just cant do anything. So my doubt if this is true, a statement that found on PIO website:

  "However, our resolution rate is high: last year we resolved 91.45 per cent of the complaints we investigated."

  We have way too many complaints against AP and PIO can resolve 91,45% of the case…WOW….very good job and sadly Im not one of them.