Australia Post - Lost Parcel

Lcynthiab on 16/04/2022 - 06:17
Last edited 16/04/2022 - 09:58 by 1 other user

Hi there, I was expecting a parcel to be delivered to my home. I didn't receive the parcel.

Australia Post said parcel was delivered. I said I was not home at the time when parcel was allegedly delivered by Australia Post. I said there's no missed delivery card at all. How could it be delivered - no one's home at the time? Australia Post asked me to get Sender to request for investigation.

Sender submitted request to investigate. Australia Post checked their 'system' and advised that the parcel was 'delivered' - according to their 'system'. There was signature recorded in their 'system'. Signature is that of Australia Post driver.
Australia Post advised Sender that case is closed. Sender tried to claim insurance but Australia Post said their 'system' recorded the parcel as being 'delivered'. No insurance claim - case is closed. I tried to reason with Australia Post. Has the driver taken the parcel? They asked me to stop it - as case was closed.

I'm feeling so incredibly upset by this experience and am left with no option. Feeling suicidal.

Can you please help? Any advice?

Thank you.

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Comments

  • Nutrino on 16/04/2022 - 06:24
    +31

    Dont harm yourself over a parcel please…

  • Porker on 16/04/2022 - 06:56
    +1

    On a few occasions, they'd take a photo of where they left my parcel if I wasnt at home. I could view the photos via the auspost app.

    On one occasion the shot was clearly of the wrong property and Auspost had to go recover the item.

    However, it seems they don't take photos anymore or notnas often.

    • foxmulder on 16/04/2022 - 09:05

      This or if they did left your parcel in location that can be seen from street, they are not meant to do that. Even if it's to leave without signature, if AusPost cannot find a safe place they will need to bring to local post office to collect

    • jimbobaus on 16/04/2022 - 14:44

      My driver takes picture every single time. Even when he hands them too me.

    • cynthiab on 16/04/2022 - 20:42

      Contacted the Sender to seek Aus Post for Photo evidence but no result.

      Aus Post only shared the 'Delivery Receipt' that contains the item scan details, addressee info, and a signature from Aus Post driver.

      No GPS coordinates, latitude and longitude details at all.

      No photos at all.

  • Jimothy Wongingtons on 16/04/2022 - 07:05
    +3

    Paid via PayPal? Maybe you can claim not received.

    Other than that maybe take a look around the general letterbox area in case they’ve randomly chucked it in another area. I had 3-4 parcels now at work where it said delivered but was not in post box or at reception, turned out postie chucked them into the gardens. One time they hid it behind the big communal fire hose hook in box… which is technically a safe place but no one would think to look there.

    Aus post usually fobs off receivers ymmv but try Facebook channel as well to communicate with aus post I have had better results with them than the cranky old battleaxes I usually get at my local po in person. They may still say its the sellers responsibility to chase up and will not want to deal with you.

    In future consider the free parcel locker service. It’s inconvenient yes but might save more heart ache

  • Matwin23 on 16/04/2022 - 07:11

    as porker said above, i would create an auspost account if you dont have one with the email your sender has for your order and download the auspost app to see it any photos are recorded. When delivered there will also be a gps marker from the scanner that indicates within 20m where the item was scanned as delivered. You could ask for this gps info.
    I know it sux, but its just a parcel with just stuff in it. Try not to let if affect you so much, release it and then in weird ways these things have a way of resolving themselves!

  • [Deactivated] on 16/04/2022 - 07:56
    +1

    Keep annoying them for refund, postie shouldn’t have signed if it required signature

    • jimbobaus on 16/04/2022 - 14:44

      They have been signing for them for 2 years due to Covid and this policy hasn’t changed.

      • [Deactivated] on 16/04/2022 - 14:50
        +1

        Doesn’t make it right

  • Muzeeb on 16/04/2022 - 08:04
    +8

    Feeling suicidal

  • holdenmg on 16/04/2022 - 08:45
    +1

    You can:
    Make a complaint to: https://www.ombudsman.gov.au/How-we-can-help/postal-industry…

    In future:
    Use a AusPost Parcel Locker.

  • Brucet on 16/04/2022 - 08:50

    Some drivers may do shifty job.

    • AndyC1 on 16/04/2022 - 10:02
      +1

      Some postie delivery drivers are crap. They do not even try to deliver a parcel and just put a card in the letter box or lie and say they cannot deliver due to locked doors or say it will get wet when it's a block of flats and you are above ground floor.

      Complaints go no where.

  • 87percent on 16/04/2022 - 08:56
    +1

    “Feeling suicidal”

  • Porker on 16/04/2022 - 09:13
    +1

    Postie would have signed it themselves too had they handed the item directly to someone at the delivery address.

    Eg. They just hand me the parcel and sign for it on their device or ask for a name. Due to covid, i no longer physically sign for the parcel.

    So possibly someone else accepted it at your residence, or they possibly handed the parcel to the wrong person at wrong property.

    The other person may redeliver the item to you if they're nice. I've do e that for a few incorrectly delivered parcels (ie. Either drop it off at the right address if not far or return to post office).

    • Cluster on 16/04/2022 - 10:11
      +2

      I once received three packages from Japan, all bundled together but addressed to different people, when only one package was mine. I of course dropped off the other two packages at my local post office. I don't get the mentality of people who receive a package that's clearly not for them, and take the attitude that 'it's mine now!'. It's plain theft.

    • cynthiab on 16/04/2022 - 20:50

      As I said, the house was empty - no one was at home. Everyone was out.

      If Aus Post driver had handed the item to somebody from a different flat / unit / home around the street, then I require Aus Post to undertake the investigation to visit the place where they handed the item, rather than putting me in a difficult position to ask everyone on my street, a painstaking task I shouldn't have to undertake through no fault of my own.

      All I need is Aus Post to take the responsibility to retrieve the item from where they left it. You have ONE JOB Aus Post!

  • Baysew on 16/04/2022 - 09:58
    +1

    What is the value of the item?

    • cynthiab on 16/04/2022 - 20:43

      About $1,500

  • Cluster on 16/04/2022 - 10:03

    As you discovered, all Australia Post does to investigate a lost parcel is check the system. Computer says no? You get no compensation.

    What complicates things in COVID times is quite often postal workers will sign things out themselves to 'avoid contact'. I've seen it happen with packages I get. No one actually signs for them. This is not a good system.

    It's quite possible someone stole the package after it was left outside your place. Google 'porch pirates'. The postal worker shouldn't be leaving a package if it requires a signature however. Ask your neighbours if the package was accidently delivered to them. I've seen that happen too.

    As to the comment about 'feeling suicidal', I hope that's a bit of writing flair and not anything remotely serious. No package is worth having those feelings. Things will get better.

  • Tricon on 16/04/2022 - 10:08
    +2

    TLDR: Reliant on GPS for evidence (perhaps internal tracking policy) rather than reading street numbers.

    I had a similar problem. I opened the case several times (to the organisation's frustration) as the item was not delivered correctly. My differences were the "delivered" location was in a different section of the recorded postcode - the postcode covers more than one suburb, and they delivered to the same postcode but a different suburb. I used that to re-open the case. Auspost claimed that the driver's doo-hickey was not working, so logged delivery upon return to base. I re-opened the case as clearly there was an issue with their initial supporting evidence with a zig and a zag as appropriate. No mail was delivered that day. I spent several hours in the editing suite reviewing footage. I advised Auspost of this, and they told me to contact the sender as the item was likely not addressed correctly. I humoured them. The sender retrieved their evidence, and the item was addressed correctly; however, the item was signed for by someone called "Covid". Back to the system. I advised that the signature did not match my signature and no one by the name of Covid lives at this address. Auspost (finally) flagged the item lost in transit.

    However, the item arrived a few days later.

    I went back to the editing suite.

    A neighbour has popped the item in the post box.

    I had a look at google maps - the definitive source of geospatial data for the known universe.

    My street number is located on google maps at my neighbour's property coordinates. A different street number is plastered on their property compared to the number on my letterbox.

    While likely not your problem, the above can possibly explain why things are misdelivered. Also, having done this type of work myself and having gone to the wrong suburb, wrong street and wrong number but insisted that I was at the correct address and tried to explain to the person at the door that I was correct, and they were not (they politely and eventually convinced me I was delusional) - sometimes delivery fatigue causes a brain fart.

    So, re-open the case with Auspost. If need be, several times. Then if still not satisfied, go to the Postal Ombusdman. You may never see your parcel (I was just lucky); however, flagging the issue up to the Ombudsman is the only way a reasonable person can create any evidential data that there may need to be an improvement to the delivery system in this new world.

    Good luck with your mission.

  • John Kimble on 16/04/2022 - 10:13
    +6

    Can you please help? Any advice?

    You need some professional help if you are feeling suicidal due to a missing parcel, especially since it's likely to happen to you multiple times in your lifetime (unless you take your own life now and keep the count to one).

  • [Deactivated] on 16/04/2022 - 11:01
    +1

    I've had a few parcels go astray and it's annoying having to follow it up with the sender/courier especially when they try to fob it off or make it difficult to get a fair resolution. Just have a look at the number of forum posts on here in relation to missing parcels.

    It looks like the investigation into your missing parcel was lacking if the Aus Post courier's signature was the only thing accepted as proof the parcel was delivered. Did Aus Post at least provide a photo of the parcel at the delivery address? Did you elect for the parcel to be left if you were not home to receive it?

    If the parcel item is not replaceable and it is worth your time and effort then lodge an enquiry online with Aus Post & set out your reason/s why the earlier case should be reopened. Be clear and concise and do not use emotive language.

    On the other hand, if you're able to easily replace the missing item or the value of it is not worth the hassle of following up then just chalk this up to experience and as the others have advised above, arrange for future parcels to be delivered to a parcel locker or for collection at a post office.

  • lordezekiel on 16/04/2022 - 14:50

    I would recommend contacting australia post yourself, regardless of if the sender already has.
    It has been normal procedure for australia post employees to sign for the items themselves since the pandemic as they were trying to reduce the spread of covid, however, If the item requires a signature on delivery, the item should NOT have been left unless you were there to receive it in person (with aus post "signing" for it themselves right in front of you).
    If this has not been followed correctly then auspost is certainly liable and should provide compensation. When you contact australia post, i would expect that they would get in touch with the actual aus post employee that supposedly delivered your item to figure out what has happened.
    Don't lose hope, just get on the phone.

    • avoidfullprice on 16/04/2022 - 15:49

      I tried to reason with Australia Post.

      I think OP has?

      • lordezekiel on 16/04/2022 - 16:53
        +1

        On several occasions i have had the sender open a missing parcel case, which it sounds like the receiver (OP) tried to follow up on without much luck. However they should be able to open a new case as the receiver regardless, i have had to do this on a few occassions and have always had some sort of reasonable resolution. As always, if someone's being difficult in a call centre, just insist to talk to a supervisor and you will normally end up with someone more capable of finding a solution.

  • samp365 on 16/04/2022 - 15:32

    Post it in Facebook groups of your area to see if someone got stuff with your name.

  • garetz on 16/04/2022 - 16:22
    +3

    Is this package worth more to you than your life ? Tough situation but nothing worth killing yourself for.

    If you are feeling suicidal maybe get professional help asap cause it must be due to a much broader issue.

  • Porker on 16/04/2022 - 17:04

    Lots of reponses and OP is ghosting everyone… Hope they really didn't go through with their (hopefully exaggerated) emotional response to the situation.

    • Porker on 16/04/2022 - 20:56
      +1

      EDIT: OP not suicided.

  • Some Human on 16/04/2022 - 22:56
    +1

    Get on their Facebook page and post your complaint. Companies don’t like it when you post complaints on their Facebook.

  • nicniny on 17/04/2022 - 22:31

    I think Australia Post usually suppress comments on Facebook. Looks like they just can't handle the truth.

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