I hope someone who experienced a similar issue can provide guide on how to tackle this situation.
I bought an item online and throughout tracking it showed that someone needed to be at home or else it will be taken to Post Office. I also received a SMS along the same line.
I received a notification that the parcel got delivered but nobody was at home at that time. When I reached home, no parcel was found outside. Upon raising an inquiry with APO, they initially advised that it was handed over to the occupant. The evidence was shared that nobody was at home to which APO stated they will investigate further. A delivery driver came to my place and he advised he handed over to someone at my place but he couldn't remember the name.
I received another written confirmation following day that it was handed over to the occupant. When I spoke with Australia Post, I was advised that it was actually safe dropped and I was provided wrong information previously. They are refusing to assist further and saying it's been delivered from their perspective as required.
The request has also been raised with the seller but obviously the decision rests with APO. The item was purchased via gift card so can't do chargeback.
Contact seller, simply tell them you haven't received the parcel and that the tracking is showing incorrect information.
Who's the seller, what item, and how much is it worth?
Only seller can report lost parcel or instigate the parcel insurance (if any) with AusPost.
You pay for item, you need to receive it, but you haven't, so you deal with the seller, don't bother with AusPost. It's the seller's job to make sure you get the item.