Australia Post appalling complaint resolution timeframe

curlycee on 18/08/2016 - 18:18

I've come to believe Australia Post is run by a clown.

On 7 July, I have reason to believe that one of their delivery drivers reversed into the gate at the front of our driveway, buckling it and rendering it unable to be shut. We were carded that day, but the driver left a card for a different address.
On 8 July, I called Australia Post's customer contact centre to report this and ask for them to speak with the driver and check his van for any damage, since I wasn't here when it happened and so cannot say for certain who caused the damage (although no one else had any reason to be on our property that day, and we know AP was).
Since then, I've made no less than 8 phone calls, each time being told that the issue has been escalated to the highest priority and that the manager of the delivery centre will contact me within 48 hours. Except it doesn't. happen.
Their driver is currently driving a Budget van which makes me even more suspicious that it was them that caused the damage.
I've explained that we have 3 children who now cannot play out the front because the gate doesn't shut. That one of them could get out of the property and get hit by a passing car ( I do my best to supervise them; but let's face it, accidents can and do happen, it only takes a second).
The call centre are great, they are really empathetic and take it seriously. Except the delivery centre just do not actually respond!

The call centre can't escalate any further because they are not 'allowed' to 'take over' a case- all they can do is email the delivery centre and request them to get in contact urgently. Which they don't. So then I call again, get further assurances someone will be in contact, and we continue this fantastic merry-go-round.

So. ridiculous.

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Comments

  • Savas on 18/08/2016 - 18:28

    Your right!

    http://en.wikipedia.org/wiki/Ahmed_Fahour

    • spackbace on 18/08/2016 - 19:02
      +1

      *You're

      • altomic on 18/08/2016 - 19:08
        +1

        *Yore

      • Scab on 22/08/2016 - 12:43

        Yaw.

  • Google Chrome on 18/08/2016 - 18:31

    Post on their FB page, you'll get a much faster response

  • curlycee on 18/08/2016 - 18:36

    I feel like I've been left with no other option but to do that at this point.
    I have no faith at all that today's promise of contact within 48 hours will actually result in anything.

  • curlycee on 18/08/2016 - 18:37
    +2

    The call taker today told me I could complain to the Postal Industry Ombudsman. I didn't even know they existed, so I've just now submitted an online complaint form.

  • nubzy on 18/08/2016 - 18:45
    +1

    Don't even bother with them they are absolute clowns and will give you the run around. Took me weeks on end of emails back and forth to finally get a refund for something which THEY caused. They kept telling me contact sender etc and lodge investigation blah blah. Terribly inefficient and useless, they don't want to fix anything.

    Also I was home when a contractor drove down our drive and couldn't get out. Had to move all our cars and help him because the van was about 20 years old with bald tires and couldn't get up the drive. He damaged our railing in the process. Didn't complain to AP as damage was minor but I was not happy with the situation. Cameras caught it on video but can't be bothered chasing it up and dealing with them again. He did more damage to the van than the rail.

    • Peanut money on 18/08/2016 - 19:37
      +2

      Any chance you can upload the footage for a laugh

      • nubzy on 19/08/2016 - 08:36

        Would prefer to keep it private sorry

  • spychiatrist on 18/08/2016 - 19:40

    My parcel was lost in transit, where after reaching the nearest Post to the receiver the tracking stopped. Filled a complaint form. Emails to and fro, Post rep asked the value of the item. After which a cheque was sent to me. It took a couple of weeks tho, as they initially "tried" looking for the parcel, but in the end resolved.

    Looking back, I should've declared to the maximum insured value of $100 for tracked items just to give them a lesson.

  • Stewardo on 19/08/2016 - 07:40

    Don't waste time dealing with them, they have people trained to calm you down, but will ultimately lie to you and fob you off, call the ombudsman and tell them you want them to deal with them and you don't want Australia post to contact you at all.
    After that I'd call your insurance company and tell them everything.

    • curlycee on 19/08/2016 - 08:16

      Thanks Stewardo. I should have just called my insurance company from the start; but because Australia Post kept promising a 48 hour 'highest priority' resolution, I didn't think I'd need to.
      Last time I rang my insurance for a broken window, it ended up being cheaper for me to fix it anyway, and I haven't gone through the process of costing a new gate yet (because I kept thinking they'd actually just get in contact like they said).

      I think I'll cost the gate first before getting insurance involved, because often with these kind of jobs the excess is more than the repair itself…

      • Stewardo on 19/08/2016 - 23:09

        I've been in this situation in the past and if another person is at fault the insurance company chases them and you only pay excess if you are at fault or the person can't be found.

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