Australia Post Lost Parcel

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.

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Comments

  • 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.

    • looks like they spent over $300 on the item but the removed it from the post as shown in revision history

    • It was this item.

      https://www.ozbargain.com.au/node/558941?page=3#comment-9158...

      I was happy I scored a deal but then this issue…

      • Welp, TGG. Hopefully you'll get the item in the end. Was there an option for shipping insurance when you checkout?
        Do you have CCTV outside your house?
        No way I would trust AusPost to deliver and handle $351 item without insurance.
        So many things could go wrong there:
        - It could be deliverer lying and took the item instead.
        - Could be some randoms who took it from outside your house.
        - Deliverer could've dropped it at your neighbour's thinking it was your address.
        Next time do click and collect or deliver to a parcel locker/parcel collect address.

        • This order was done over the phone and it was coming from Brisbane. I paid via gift card so I am at mercy of Australia Post or Good Guys.

          I have informed Good Guys after receiving final response from APO so waiting to hear from them.

          The biggest frustration is change in their story and how they didn't take parcel to nearest branch when it required signature on delivery.

          • @Ash-Say: Keep pushing AusPost's and tell them you'll go to the Postal Ombudsman.

            I had a situation with a "safe drop" where the package was stolen. I pushed AusPost and they "investigated" and essentially tried to wash their hands of the situation by saying (without any evidence) that it was safe dropped and "we are unable to investigate this further".

            Unfortunately for them, I had CCTV showing the package being dropped in a location that didn't ahear to the safe drop requirements. When I confronted them with this they then said they can't do anything more because "any compensation will be payable to the sender".

            It was only after I threatened to go to the Ombudsman that they relented and cut me a cheque for the item's value.

        • It might be different in different states but in Vic, I haven’t singed for an item since March. They have always left the packages. I bought a xbox and they left that as well.

          Does anyone else live with you? If so, have you checked with them?

    • Even though it's clearly Australia Post's fault, blame it on the seller…right.

      This is the type of customer no business wants or needs.

      • While lost parcel is not exactly the seller's fault but OP purchased something that he didn't receive. Australia Post is liable for lost shipment and any compensation will be paid by Auspost to their customer ie the seller.

    • With a tracking number the buyer can also initiate an investigation with AusPost (we had a client do this today)

    • It's the seller's job to make sure you get the item.

      No it isn't. It's the sellers job to deliver it to the carrier. In most circumstances they don't bear any legal responsibility beyond that.

      • If item is purchased with delivery included (incoterms DAP), seller is responsible for the item until item is delivered to the delivery address.

        • seller is responsible for the item until item is delivered to the delivery address.

          As I said, this is rubbish. You might want to read your state Sale of Goods Act

          Where in pursuance of a contract of sale the seller is authorised or required to send the goods to the buyer, delivery of the goods to a carrier, whether named by the buyer or not, for the purpose of transmission to the buyer, is prima facie deemed to be a delivery of the goods to the buyer.

          • @Krogers: If delivery is part of the purchase, then seller is responsible for the item until item is delivered to the delivery address

            Care to share the link to your reference? While it may be a business’ terms and conditions but it doesn’t mean it meets ACL

            Read following from VIC and WA Consumer Protection on items not delivered:-

            https://www.consumer.vic.gov.au/products-and-services/proble...

            https://www.commerce.wa.gov.au/consumer-protection/delivery-...

            Heck also check your credit card T&C where you can request chargeback for services or goods you didn’t receive.

            https://www.nab.com.au/business/payments-and-merchants/merch...

            • @trex:

              While it may be a business’ terms and conditions

              It's STATE LAW(s). ACL doesn't override the Sale of Goods Acts. Your links don't override the Sale of Goods Act(s).

              You are bleating nonsense

              http://classic.austlii.edu.au/au/legis/nsw/consol_act/soga19...

              • @Krogers: Spare me your rude insults and stick to facts. Actually you are bleating nonsense without understanding your reference. Note that your extract is under the “ Delivery to carrier” section. That’s incoterms FCA (Free Carrier). Read up and understand incoterms.

                From your material the relevant section is actually here:-

                http://classic.austlii.edu.au/cgi-bin/sinodisp/au/legis/nsw/...

              • @Krogers: Further adding that ACL under Competition and Consumer Act 2010 is a Federal Law. If there is any conflict between State Law and Federal Law, based on law of the land Federal Law will prevail.

                • @trex:

                  If there is any conflict between State Law and Federal Law

                  There's no conflict. Delivery to carrier IS delivery to buyer. I'm not going to respond to any more of your nonsense about credit cards and ACL. You obviously don't have a clue.

                  • @Krogers: My comment was in reply to this:-

                    It's STATE LAW(s). ACL doesn't override the Sale of Goods Acts. Your links don't override the Sale of Goods Act(s).

                    LOL, I was about to reply the same to you. Have a great a weekend! :)

                    • @trex: Good job mate. You're spaffing on about an international trade arbitration body and I've given you what Australian legislation says. Good luck with your continuing ignorance.

                      • @Krogers: Wow. Just lasted 20 mins before changing your mind to reply?

                        It’s not international trade, mate. Incoterms are commercial terms used to lay out delivery arrangements.

                        • @trex: I've given you what Australian legislation says. Good luck with your continuing ignorance.

                          • @Krogers: Your legislation link is useful but your interpretation/understanding is skewed.

                            You should also read OP's update especially the part "…no compensation will be provided. Good Guys has business contract with them so they will need to contact APO to discuss the remedial options." where remedial is between Auspost and Good Guys.

                            Comment from @OzHunterNSW is also absolutely right.

                            Based on your logic, if one ordered Domino's Pizza Delivery and the pizza didn't show, one should go after the delivery person instead of contacting Domino's directly. Good luck with your stubborn-ness in refusing to consider a different view than yours. Sometimes your view may just be incorrect.

                            • @trex:

                              your interpretation/understanding is skewed.

                              You don't have any argument apart from you're wrong and whatabout pizzas and credit cards. Seriously mate, get a grip and read some actual legal opinion on the matter. Delivery to carrier is prima facie delivery to buyer. This is the law. Stop talking rot.

  • I never regret paying extra for a real courier. Except when they just hand the package over to Australia Post for the last leg. The courier rushes it to my city airport overnight, then Australia Post takes a week to sort it and drive a few suburbs over and delivery it.

  • With COVID-19, i've noticed a lot of couriers or Aus Post agents leaving the parcel in the foyer of our apartment block without even a ring of the doorbell of the apartment, even the signature on delivery they do not even bother…. which is annoying as sometimes when I send things to people through sales via eBay I pay extra for this service. I understand contactless delivery is being pushed more but if it is a service you are paying for they should take it to the post office for you to collect.

    We have had a few thefts from the foyer when people follow others into the building.

    I had very expensive items like a laptop and a phone left in the public foyer area of our apartment block without even a signature or even ringing our darn bell for us to at least come down n sight the package. The only option I see is to go through the Seller as they are the only ones to be able to sort it out with Australia Post…. it sucks but unfortunately it happens fairly often. Hopefully, you manage to sort it out with them…

    • +6 votes

      Hi DannyC,
      As a online store owner, i can tell you that couriers and AusPost are ridiculous at the moment.. everything has a COVID excuse. Everything.
      We are spending more time chasing things up than actually processing orders lately..
      Sellers are as much at the mercy of the courier service as the buyer.
      We pay additional for signature for all deliveries, yet we get told its up the drivers discretion if he chooses to get it.. I dont agree, i pay for it, then its a service that needs to be delivered. And this give me some ammo in the event things go bad.
      Couriers please have a detailed example of ATL (Authority to leave) and signiture on delivery.. Dont really see the difference between them ultimately.
      https://www.couriersplease.com.au/About/Latest-News?NewsID=1...

      let me tell you it barely gets followed.. Some drivers are great, others are knock and run

      Some recent examples:
      1) Customer entered wrong number on the address (eg number 1 instead of 1A), sat with CP for over a week despite at least 10 calls from me + some from the customer. before redelivery.
      2) Parcels send from Syd to Mel on the same day, one arrives in 2 days, the other we chase up, after a week+ is was declared 'lost' We cop the cost of a new product as CP has a $100 excess on ex GST WHOLESALE value, then an argument to get the freight cost paid back (they actually thought they shouldn't refund me)
      3) Courier take the parcel to a 'dropoff outlet' (7/11) customer doesn't get code as required, so 7/11 wont release goods, courier picks up from 7/11 on a saturday afternoon and drops it off at customers unit.. customer wasnt home and didnt see the package till the next morning.. (it was taken to 7/11 because she wasn't home the first time)

      Luckily we have just found a company that we can pay an additional % to cover the package from $0, with no excess and the SALE price. It will benefit the customer and us as we can rest easy if something goes missing.

      Just remember, the sellers can only do so much, once is picked up, we are as much at the mercy of the courier/AusPost.

      In regards to OP, speak with fair trading to see where you stand.. I spoke with them re: the lost package and they advised i would have a case to claim the loss, i just didn't see value in wasting time over $25.. but for $300+ i would.. Auspost do cover $100 as a minimum at no extra cost, so that is not a total loss.

    • Po box or parcel locker?

  • Wasn't this scenario always at risk of happening as soon as Aust Post stopped the collection of signatures, due to COVID-19?
    I've heard stories locally of some people following couriers and picking up any parcels left unattended.

  • the 'signature required' think is the biggest joke around.
    I've had them drop the parcel at my front door without even ringing the bell so many times I've lost count.

    On the other hand, I had a courier that needed a 'selfie' of me with the parcel as proof of delivery - now that I can get behind.

    • Can you direct that postie to my area? At least he/she will ensure I receive every parcel :P

    • my cousin who is a courier says he is required to take a photo of the person holding the parcel, he asks for permission but always says its super awkward haha

  • If you didn't call them try that, usually a bit easier to get more info out of them over the phone.

    If they are claiming it was safe-dropped they should have taken a photo of where it was left. If no photo the driver probably did hand it to someone but likely the wrong address.

    At the very least hasn't followed the correct procedures somewhere so push for a further investigation. Probably worth going back to TGG now and giving them the story etc as they'll be the ones refunding you (the sender would get any compensation from Auspost).

  • Its Australia Post's responsibility to make sure the item is successfully delivered, they said they left it in a safe place, however it couldnt have been a safe place since the item was taken by a 3rd party, they should of dropped it off at the local po instead for you to pickup, argue this point then see how you go. The delivery driver lieing about it didnt help them out.

  • They are taking advantage of the Covid situation (contactless) where they can just drop if off and then leave, even if it states requiring a signature.
    Usually, the courier presses the doorbell/knocks, not wait for an answer, take a photo of the dropped off item at the front door and then leave.
    Then it gives another an opportunity to take/steal.
    As a poster said above, it is AusPost's responsibility to ensure an item is received (especially a signature required option).
    With the current climate, I would definitely push for insurance on an expensive item being delivered.

    • They still can't just drop a signature required item, if no one is in attendance it still goes to the post office. The change is they just don't get a physical signature because that would be contrary to the social distancing rules.

      From Auspost Website:
      "To minimise the risk of contracting or spreading coronavirus, parcels will no longer require a signature for delivery or collection. Someone will need to be present at the residence for this to occur otherwise standard delivery procedures apply…The customer will still need to be present for this to occur, but contact will be minimised by either leaving the parcel at the door until the driver or postie has left the premises or left for the customer to pick up on the counter."

  • the delivery in my area just leave the package,ring the door bell and leave the package on the floor. that is why i always check my tracking and watch the front door like a hawk.

  • +3 votes

    Personally I just exclusively use parcel locker these days as we were having too many issues with items arriving at our house. Being at home full time now (in Perth) a few times I have not realised I have had a deliverly until my front security camera lets me know somebody was there as they drop and run.

    Parcel lockers are not without their faults but gives me much more piece of mind when dealing with these types of items.

    Not helpful for you right now situation but maybe something to consider in future if parcel lockers are nearby.

  • At least stuff arrives at your front door to be stolen.

    I've had stuff handed to Australia Post and never heard of again. 4 items right now. 2 from Asia and 2 from the UK.

    • I have lost 3 (as a recipient) in the last 6 months.

      All within sent within Australia.

  • It's frustrating

    Has Australia Post provided any proof that they delivered the parcel?

    eg, if it was "Signature on delivery", then has Australia Post provided that?

    eg for "safe drop", has Australia Post provided a picture of where it was left?

    You should be able to get a time and date for that. If not, they are telling porky pies (lies).

    I use PayPal for my online purchases, and when this happens (not often) I have some recourse. And of course, from ACCC, "If you paid by credit card and you did not receive the product or service, contact your bank and ask them to reverse an unauthorised charge."

    I also use Parcel Lockers, because I live in a secure apartment building with a standard sized letterbox, designed for letters, no parcels.

  • Had a similar issue.
    Aus Post insisted they had delivered!
    Found the parcel a couple of years later, they had dropped it over behind the fence and it landed behind a large bush.
    It would have been great if they had dropped it behind the gate instead.

    • A couple years later! what was in the package and what did it look like when you got it

  • I had a SIM card go missing. Due to confused as never got email from selller it was only when went to apply refund through PayPal that I found “tracking details”.
    Was being delivered to friends to send to me as was important. They have a lock on their mailbox.

    Said item delivered. Checked with friends. Definitely not received. They Checked with neighbours- just in case .

    I put in request as receiver to find it !!!
    Apparently someone from post office came and asked if received, and was told no, plus lock on mailbox so couldn’t be stolen.

    BUT I also learned that they were able to see where Postie was gps when recorded “delivered “ and was that address - 5 duplexes in complex but mailboxes at the front .
    Was told I’d to go to seller to see what there process was and seller would have to Contact Au post - depends on service they chose as to whether they would get costs. It was a $150 prepaid 365 sim.

    Seller was fantastic- instantly refunded.
    Good luck and I hope they replace item.

  • Update

    After requesting to speak with Australia Post's supervisor yesterday, I was contacted by them later in the evening and confirmed that they will initiate compensation process after I provide a copy of tax invoice. It was confirmed by the supervisor that they could see I was provided wrong information and therefore they will initiate compensation process.

    I sent through tax invoice and received a response from another person this morning stating that no compensation will be provided. Good Guys has business contract with them so they will need to contact APO to discuss the remedial options.

    I am just speechless!

    • Yeh they only ever compensate the sender so you need to contact the seller and hope they will do the right thing.

      They say it was safe dropped so they are supposed to take photos. Did they provide you with these? Wouldn't be the first time they've delivered to the wrong address.
      I'm pretty sure their little device records GPS co-ords as well so they'd know exactly where it was when it was delivered.

    • From Auspost website:-

      Who can be paid compensation?
      In cases where compensation (including Extra Cover) may be payable, we generally pay compensation to:

      • the sender for domestic items that are not received (lost)
      • the recipient, for items sent domestically and received with damaged or missing contents.

      If an item sent to you from overseas is lost or damaged, compensation needs to be requested by your overseas sender. In the case of a damaged item, you’ll still need to take your item to a local Post Office so it can be assessed; we’ll create a damage report for the overseas postal authority.

      Notwithstanding the above, if a particular party provides us with a waiver, we will pay compensation to the other party instead.

  • A sent item is a contract between the sender and the courier…. NOT you.

    If you were the one who sent the item, then you have entered a contract with the courier.

    If the parcel has not arrived in scenario 1, it is between the sender and the courier… NOT you.

    If in scenario 2, the courier needs to show proof that they had delivered (fulfilled their obligation).

    If they can not prove their fulfilment, then you may seek compensation.

  • Aust Post is actually strangling the online businesses through unreliable delivery. The next step would most likely see postage cost increase to 'improve the services' or cover more compensation payouts.

  • Update

    Received full compensation today :)