Experiences with Australia Post Insurance Claims?

Hoju on 15/12/2015 - 08:52

Hi all,

About a month ago I sold an item on ebay to someone in Peru, a $650 camera. They paid and everything was fine with the transaction.

It was shipped via Express Courier International with Australia Post and insured for $750 (the cost of the item plus the cost of the shipping).
Shipping time is 2-4 business days.

The item is still undelivered and the last tracking event is its departure from Sydney. I've launched a missing item enquiry with Auspost and they now (rather than before the item is shipped) tell me that Peru's mail workers have been on strike since November 11th, two weeks before I sent the item. They say that mail in this situation will just sit in a backlog and will 'eventually' be delivered.

My issue is a) is it lost and b) given >$100 was paid for express courier delivery, the recipient is getting quite agitated that it doesn't look like it will reach them for a long time, if at all.

Has anyone got any experience lodging an insurance claim with Australia Post? I feel like 3 x the expected delivery timeframe is enough to say the service paid for hasn't been provided.

Thanks very much

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Comments

  • pinchies on 15/12/2015 - 09:43

    Sounds like auspost should have known about the delays. If I was you I would wait until it's safely delivered and then talk to auspost about not meeting their promised timeframe, and failing to warn you in advance when they reasonably could have known before you posted.

    From auspost website
    * Standard delivery times between metropolitan areas of major cities, excludes time in customs if applicable and may be subject to delay due to causes outside of Australia Post's control.

    It doesn't sound like auspost provide the same kind of refund as they do for delayed domestic express parcels - may just be tough beans. The only protection you have are probably the consumer laws for service not of expected quality.

    • Hoju on 15/12/2015 - 10:13

      That was my argument. I said that if the strike was in place 2 weeks before I posted the item, and was called an 'indefinite strike', they shouldn't have let me ship it and provided the misinformation that 2-4 business days was the delivery time.

      Thanks for the link though. I guess I'll keep trying. In the end I just want it delivered!

  • girlpower on 15/12/2015 - 10:04

    I sent a parcel through Auspost to USA. It was express post international which would take 3-10 business days to reach. When i was tracking the parcel it said departed from sydney. No other information provided whatsoever. So after 15th day it just happened that i went on USPS website and put in my 13 digit tracking number which is combination of letters and number. I was shocked to see that my parcel reached USA on 5th day and waiting to be picked up from the local post office. Nobody tried to deliver it. Auspost told me that it will reach the address, they didn't say that the recipient has to go and collect it.

    So just check your tracking number on Peru's postal website.

    • Hoju on 15/12/2015 - 10:11

      Thanks for that, interesting experience for a so called premium service. My tracking doesn't come up unfortunately.
      I actually got a number for the peru postal system and they just said it's a strike and call back in a week.

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