Australian Post Office Handed My Parcels to Wrong Person

BinnyC on 23/06/2018 - 11:34
Last edited 25/06/2018 - 14:40 by 1 other user

Hi all, I ordered 2 quilts online and yesterday I was not at home and had a note left on my doorstep as I missed the delivery.

I just went in this morning and found that it has been collected yesterday just before 5pm from my local post office. They showed me the signatures and they were obviously not mine.

The staff was looking at each other and knew they have done a stuff up now as they looked at my id and signatures.

I asked them that now what and they said they will investigate and look at the cameras.

Just in case, if they can't locate who they have given my 2 parcels to, who compensates me?

Please advise. Thanks all in advance.

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Comments

        • Love a bargain on 25/06/2018 - 19:24

          @BinnyC:

          Any chance that the other parcel she went to the PO to pick up has tracking? If so, maybe Auspost can track her down that way.

  • HighAndDry on 25/06/2018 - 13:57
    +1

    Claim with seller "Goods not delivered". They then claim with Auspost.

    • BinnyC on 25/06/2018 - 14:39

      I have spoken to seller and they said they will wait for Australia Post response.

      I think i paid for it through paypal. Should i raise a dispute if i dont get help?

      • HighAndDry on 25/06/2018 - 14:43
        +1

        The chances of Aus Post tracking down who took it and getting your parcel back at this point is tiny. I would claim now.

        • BinnyC on 25/06/2018 - 14:51

          I just spoke with AP customer care and they said wait for 5 working days for us to investigate and locate and if not will compensate but did not say how much or anything like that..

        • HighAndDry on 25/06/2018 - 15:22
          +5

          @BinnyC: Sounds like a standard line to get you to stop calling. I was being generous when I said the chances of them recovering your parcel was tiny - it's really zero. Claim with Paypal, AusPost can compensate the seller. You can always provide more details to Paypal if they ask for it/if AusPost provides it later.

  • colaman on 25/06/2018 - 15:30
    +6

    This is the sellers responsibility. I work for a company who sends off over 1000 parcels a day. The buck stops with us, no-one else. If the courier/Australia post have stuffed up, that is on us as we are the ones that have the contract with them to deliver. I would be pursuing via the company that sold you the goods and let them do the chasing.

    • BinnyC on 25/06/2018 - 17:53

      Thanks for that. Will definitely do that.

  • crazyboy on 25/06/2018 - 15:56
    +2

    Waiting for ATS (Amazon Transportation Services), although they only use for products ordered from their website. They should go country wide and replace this AusPost.

  • Associateddwillia @ Australia Post on 25/06/2018 - 18:25
    -1

    Don't you need photo ID to pick up a parcel at aus post?

    • whooah1979 on 25/06/2018 - 19:35

      The person collecting must provide an id to collect carded articles.

      • D C on 25/06/2018 - 20:50
        +11

        Gotta love that the asking the question is 'Associated'. Probably works at the counter.

    • cdaddy on 26/06/2018 - 22:22
      +6

      Ask your manager

  • DrLobster on 25/06/2018 - 18:49

    I was surprised i was able to pick up my partners passport from the australia post office with my id with the same address. Question is what is stopping people changing the mailing address on their drivers licence which is free and no proof required in the ACT.

    • Love a bargain on 25/06/2018 - 19:19

      don't they mail the address stickers to you? (that's what happens in NSW)

      • DrLobster on 26/06/2018 - 14:54

        They can do it on the spot in the ACT at any Canberra connect,

    • whooah1979 on 25/06/2018 - 19:33

      i was able to pick up my partners passport from the australia post office with my id with the same address.

      There is no legal requirement for the person collecting the mail article to be the addressee. All the they need is a signed collection notice and an id to collect most mail articles. There are only a few customers that may require a person to person collection. One of them are rms rego plates and the other is qantas uniforms.

      • BinnyC on 25/06/2018 - 20:19

        That is so wrong though.

        • c0balt on 26/06/2018 - 11:29
          +2

          What would be more wrong is if you are sick, can't get to a post office, and can't have someone pick up the package for you. Then there's also if you work during the post office open hours and can't take time off to go.

          There's many reasons for someone to need other people to collect their packages from the post office.

        • andyken on 26/06/2018 - 15:09

          normally, AUPOST will record (write) your driver license number

      • DrLobster on 26/06/2018 - 14:53

        Correct thats option 1 but AusPost also states:

        'Please note that some senders may require in-person collection by the addressee only, in which case the collection authorisation option can’t be used. If you’re ordering something online, you should be made aware of this when placing your order.' I was just surprised this applied to passports.

        https://community.auspost.com.au/s/article/Can-someone-else-…

    • abb on 26/06/2018 - 13:52

      Question is what is stopping people changing the mailing address on their drivers licence which is free and no proof required in the ACT.

      Don't they mail the address labels out? That's what they did last time I changed mine (NSW). So you'd have to steal the mail from your target address to get your stickers (or forge the stickers).

      • DrLobster on 26/06/2018 - 14:59

        Looks like its different from state to state. ACT is on the spot.

  • skywards on 25/06/2018 - 20:06

    Can I suggest you start using parcel locker.

    • BinnyC on 25/06/2018 - 20:17

      How a parcel locker works?

      • D C on 25/06/2018 - 20:48
        +4

        https://auspost.com.au/receiving/alternative-delivery-addres…

        Get an AusPost account (free), you'll get a 10-digit account number. You then set which lockers you wish you use; when ordering your stuff use that as your address.

        When it goes into the locker you get an email & SMS telling you it's arrived, and a 6-digit PIN.

        At the locker you either enter your phone number, account number or scan your card, then enter the PIN. Locker opens and you collect your parcel. You have 2 business days to collect, otherwise it gets transferred to the local post office.

        Obviously if your local post office is full of thieves & morons as is the one near my home, pick another. I use a Sydney CBD one.

        In several years at the CBD one I've had only one problem, I got someone's parcel. Gave it to the counter staff. At the one closest to home I've found parcels meant for others (bulk condom dude, sorry I took a while to get your parcel back), empty lockers, tranfers to the PO went 'missing' aka stolen and so on. I don't use those now.

        AusPost do not care one bit. "Case closed, piss off."

        • h4zey on 27/06/2018 - 15:18

          mate I need to do pull out while waiting for that.

  • Calmago on 25/06/2018 - 20:21
    +1

    Australia Post will push this one back up to the seller. Don't waste your time with Australia Post, it's seriously not worth the effort.

    Here's a classic example of a missing item case we had the other day

    "I can advise that this article was confirmed as being onboard a van from our Derrimut Parcel facility 12th June 2018, that was stolen while the driver was making a delivery. At this time no articles have been recovered and I'm sorry to advise that the parcel you have sent has been lost in transit.

    We regret that your article has been affected by this incident and reassure you that we take the safety and security of all our mail very seriously."

    We also have no rights to compensation from Australia Post as a large contract client.

    • BinnyC on 25/06/2018 - 20:27

      I will definitely chase up with the seller.

    • D C on 25/06/2018 - 20:34
      +1

      no rights to compensation from Australia Post

      Yeah, as posted before:

      AusPost: "Not our problem, GTFO."

  • GrantG on 25/06/2018 - 21:30
    +1

    I have a similar story od Australia Posts complete incompetence. I purchased a pair of sunglasses off ebay ($130) and selected regular post with tracking (no insurance). The sunglasses were "lost" at the Australia Post distribution center in Brisbane… Australia Post needed 5 days to investigate and see if they could find the package. After 2 weeks Aus Post declaired the package lost and offered the seller $50 compensation plus redund the postage cost. The seller offered me a full refund as I had not recieved the package, but that wasn't fair on the seller as it was my choice not to select insurance. We ended up splitting the loss between us ($40 each).

    If the person who collected your package doesnt return it I fear you may be in the same position as I was. Australia Post will accept that they screwed up and offer $50 compensation. They will be nice enough to remind you that postal insurance is available for future deliveries….

    • WhyAmICommenting on 27/06/2018 - 12:01

      Very kind of you. It's the sellers problem if they agree to send without insurance really but good on you.

  • BinnyC on 25/06/2018 - 23:00
    +6

    I got a call from post office saying that they hv tracked the lady who took it and have spoken to her and that she would drop it to my place today but has not happened yet and lives somewhere around my place.

    • Love a bargain on 27/06/2018 - 18:56

      Would probably have been better and safer if the lady were to deliver the item back to the PO and then you can pick it up from the PO once it's been returned

  • Pandaroo on 26/06/2018 - 00:00

    You're screwed if she doesn't drop it off.

    I had a similar thing and as long as the seller can provide a tracking number saying it was delivered then he had no fault in the matter, which is fair enough, PayPal won't refund you.

    Aus post will deny it, and all you can do is call them and they will say "according to our records it was delivered and the employee says they gave it to the correct person, so therefore we did nothing wrong, have a nice day."

    Problem is all the alternatives are just as bad.

    • BinnyC on 26/06/2018 - 05:44

      Well I will be contacting post office to chase up.
      Seller cant deny as the product is yes delivered but to incorrect person or address which the post office has admitted.

      So, I don't think they have any grounds to deny.

      As far as I know, I did not get my product that i ordered.

      • ankor on 26/06/2018 - 07:06

        ..has to be delivered to YOU.

    • lostn on 26/06/2018 - 14:20

      Aus post will deny it, and all you can do is call them and they will say "according to our records it was delivered and the employee says they gave it to the correct person, so therefore we did nothing wrong, have a nice day."

      They can't deny it. If you still hold the card, you have proof they did not give it to the right person. When you collect your parcel, they take the card from you.

  • ihbh on 26/06/2018 - 07:10

    Op, once this is resolved, you need to ensure this can't happen again. E.g. your pickup card is hard to access by a stranger, no one has your ID or similar…

    • BinnyC on 26/06/2018 - 16:02
      +4

      Pickup card was left on the door step and not in the letter box. I dont know how can i make it more secure.

      • Munki on 27/06/2018 - 15:35
        +1

        Guard dogs that shoot killer bees when they bark.

  • leznix on 26/06/2018 - 11:17
    +9

    I always wonder why/how a public service entity can get away with such incompetence and irresponsible business ethics.

    • HighAndDry on 26/06/2018 - 11:24
      -1

      They're a government owned service so there's no pressure to turn a profit. They're also a monopoly so there's no competition to put them out of business. You might as well ask why the government is always so shite. Same deal.

      • Munki on 27/06/2018 - 15:36

        As a public servant: Hey!

  • tictoc2 on 26/06/2018 - 11:21
    +2

    If you think it might happen again, you could redirect missed parcels to a different post office: https://auspost.com.au/receiving/collecting-missed-deliverie…
    I haven't used it before so not sure how it works.

  • haru on 26/06/2018 - 11:47
    +1

    Sorry to hear OP.

    I get so many parcels thanks to OzBargain that my local AP doesn't even ask me for ID anymore.

    • Turd on 26/06/2018 - 13:29
      +4

      I had 9 packages to collect at a parcel locker last week! All arrived at the same time.
      had to open each one 9 times

      haha

      lol imagine the person putting it in there too

    • D C on 26/06/2018 - 14:26
      +2

      I've got my own little basket with my name stuck on it.

      Occasionally I'll be in the queue and some dude will wander out with it to give me my parcels. The people behinds me tend to have a 'WTF?' look on their faces as expected.

      Very very rarely AusPost will do something to cheer me up.

  • lostn on 26/06/2018 - 14:18
    +2

    That is incompetence of the highest order. There are checks in place to make sure it's not handed to the wrong person. They need to check your name and address on your ID against the parcel. The barcode on your card will be scanned and it will need to match the barcode on the parcel. If they gave it to the wrong person, there should have been a mismatch when scanning it.

    The incompetence was on the part of AusPo. I would take it up with them.

    • Turd on 26/06/2018 - 16:03
      +3

      "We found the error and are sorry about it, but here you go a free registered post bag for the trouble!!!"

  • BinnyC on 26/06/2018 - 16:04
    +1

    Will definitely look in to parcel locker.

  • [Deactivated] on 26/06/2018 - 16:45
    -2

    fake, they would request ID which the thief cant produce. nice try though.

  • blitz on 26/06/2018 - 18:29
    +4

    We need an Australia Post Royal Commission.

  • psylence on 27/06/2018 - 08:21

    If you have time sue them, take them to court for small claims just represent yourself

  • navegante88 on 27/06/2018 - 09:29

    Australia Post lost my package recently ($250) worth. They won't help you as you're not the seller. I had to eventually do a charge back and even then I don't even know if I'll see my money back.

    • mezje on 27/06/2018 - 11:57

      Where are you getting this information?

      From the AusPost site:

      Registered Post (letters) and Registered Post International (letters and parcels) provide compensation up to $100.

      Higher coverage, up to $5000, is available for most destinations with these services only if Extra Cover is purchased for an additional fee when the item is paid for, or lodged.

      OR

      All domestic services and some international services

      In some cases, where Extra Cover is not purchased, compensation up to a maximum of $50 and a refund of postage may be payable, or we may elect to repair or replace the item up to $50 value, at our absolute discretion.

      Chargeback with a CC will be refunded, there is no uncertainty. DD or direct xfer involves the bank requesting the money be returned.

      • D C on 27/06/2018 - 12:20

        Any compensation paid (as little as it might be) goes to the seller.

        The buyer gets squat.

        AusPost will give the seller $50 if they're lucky, and the bank will take $250 off them due to ivanson86's chargeback (maybe). No-one winds up happy.

        • BinnyC on 29/06/2018 - 18:35

          Let me also know if the chargeback goes through so I know next time I have that as an option of no one helps.

    • BinnyC on 29/06/2018 - 18:34

      I am so sorry to hear and AP should start taking responsibility of their actions. Why a buyer has to pay for insurance for their stuff ups.

  • ozzpete on 27/06/2018 - 15:37

    Sounds like an unlikely/unbelievable scenario, ie. Someone knew there was parcel there for you, then went in and pretended to be you to pick up this parcel, based on a hope or guess that item may be of some value to the thief.
    More likely, that the staff accidentally gave your package to someone else, and that someone else didn't claim to be you, but when handed the parcel, they signed for it anyway.

  • ironsword on 27/06/2018 - 17:21

    Australia Post employees have made the mistake of releasing two packages without sighting a matching/correct "we missed you card" and verifying the address of the receiver. Their service requires them to deliver the item to the address specified on the label. In this case they've delivered a "we missed you card" in lieu of the actual packages because the chosen service required a signature of anyone residing at the premises (unless it was registered which would require a specific person to sign for it).

    You could simply do a charge-back and let the other parties fight it out. (Australia Post is ultimately at fault though)

  • curryblender on 27/06/2018 - 18:44
    +2

    Happened to be two weeks ago.
    Baby came in a bit early and had to order rocking chair of eBay. Location 25 minutes from my address but they don't do pickups so post it is.

    Posted the same day and in transit. Stayed in transit for 7 days before I called Australia Post to check what's going on. They said it's lost and they can't do anything about it.
    Messaged back the seller who resent it and I got it the same day.

    High level of incompetency

    • HighAndDry on 27/06/2018 - 18:54

      How do you lose a rocking chair?!

      • smartazz104 on 27/06/2018 - 19:22
        +3

        This is AusPost; if they started an Uber-like service they’d probably be losing passengers…

  • Naked_Gamer on 28/06/2018 - 00:27

    I'm kinda in the same boat. I bought a product online registered. Came home one day to find an email saying its been delivered. Checked everywhere around the house and nothing. Have lodged a compliant and checked with the post office. Some random guy signed for it. I'm assuming the delivery guy took it to the wrong house. As no one was at my house all day.

    • mintysaurus on 28/06/2018 - 14:32

      happened to me, 'fortunately' the other person opened the package, decided they weren't interested in the contents and dropped it off at my house.

      • CVonC on 28/06/2018 - 23:21

        they weren't interested in the contents and dropped it off at my house.

        lol what was it?

  • joungs on 28/06/2018 - 00:56

    Am I the only one who doesn't have any negative experiences with aus post? Or any carriers really even Fastway and i get a lot of crap delivered

  • try2bhelpful on 29/06/2018 - 13:50

    OP = did you get back your stuff?

  • BinnyC on 29/06/2018 - 18:25
    +1

    Hi guys, AP tracked the person and it was one of my neighbours on my street who picked it up and have now returned it after they were contacted by AP.

    • [Deactivated] on 29/06/2018 - 18:28

      So they wouldn't have returned it if not have been contacted by AP?

      • BinnyC on 29/06/2018 - 18:29

        Yes for sure. Obviously they would have thought its so cold these days and 2 wool quilts, perfect freebie.

    • SnoozeAndLose on 29/06/2018 - 21:58

      just curious how AP have their contact?

      • Turd on 09/07/2018 - 12:44

        Most people have a mypost account. so just look up address and contact the persons details

  • BinnyC on 29/06/2018 - 18:27

    So, luckily I got it back.

    I want to thanks you all for your advices and great support as always.

  • BinnyC on 29/06/2018 - 18:31
    +1

    I am going to put a review though dor their high incompetency.

  • distemper on 29/06/2018 - 21:58

    I assume the neighbour would have opened your package already unless they just left the package in their house unopened?

    • BinnyC on 29/06/2018 - 22:56

      They did not.

  • try2bhelpful on 30/06/2018 - 08:01

    Glad this ended well for you and, hopefully, the post office tightens up its procedures. I’m not sure what you should do about the neighbour apart from a quiet word to your other neighbours to watch their stuff. Did you find out the story as to why she ended up with the quilts? Just wondering if she had a separate delivery and they gave her your quilts by mistake, only logical thing I can think of.

    • BinnyC on 30/06/2018 - 08:26

      Although she said when she picked up her missed parcels, she was handed mine but then she said I looked at them and thought that her mom might have ordered them. Contrary to it she said i have gone to pick my parcel again to post office 3-4 times since then. It was just all excuses.

      • try2bhelpful on 30/06/2018 - 08:32
        +1

        Thanks for additional info. The fact that your name was on the parcel should’ve been a giveaway they weren’t hers. Still, all’s well that ends well and I hope the quilts are cuddly warm. I got a new down Doona this year and Melbourne’s coldest day in 25 years has proven it was an astute choice.

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