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70 questions from our users

Mackenzie C.

Mackenzie C.asked

Domestic Courier Post

Just wondering when I will receive my package. It still says it is in Greenacres. Tracking number 7VIZ00117209



1 answer
Australia Post
Priscila L.Australia Post

Hi Mackenzie,

It says it's just been accepted by a driver so you will receive it today :) please allow up until 5pm to receive it.

Priscila

Evan Chooly Getit

Evan Chooly Getitasked

Domestic Parcel Post (Standard)

How does the A{Posts rating jump from 1.8 stars to 1.9 based on one single positive post and multiple negative ones, since 1.8 stars?
Duckworth Lewis system?

3 answers
Australia Post
Priscila L.Australia Post

Hi Evan,

Do you mean Duckworth-Lewis-Stern Method or DLS? Because you forgot Professor Steven Stern.

Maybe you should reach out to Product Review about how the star rating works, believe it or not we have no way of changing our star rating.



Priscila

Evan Chooly Getit
Evan Chooly Getit

If APost could reform their 3rd word logistics systems, as well as the reps can google, there'd be no negative reviews. .
Did you have an answer about APost vetting every person handling private mail under the APost banner.yet?

I WAS reaching out to PR for comment.I'm sure they'll swing by

Australia Post
Priscila L.Australia Post

Product Review won't reply to you here, if you're after a reply from them then you need to directly contact them through your account.

Priscila

Kerrie M.

Kerrie M.asked

Australia Post Domestic Postage

Registered post letter send from qld but I should have sent express post. Desperate is there any way of finding out where it is? The tracking is not updating Very very urgent

1 answer
Australia Post
Priscila L.Australia Post

Happy to help you with your urgent item Kerrie. What's the tracking number? Are you the sender or receiver of this?

Priscila

Lorraine Mitchell

Lorraine Mitchellasked

Australia Post Domestic Postage

On Friday 15th October I mailed a parcel to my twin grandsons for their 18th birthdays, was due to be delivered Wednesday 23rd, after tracking I find it has now been delayed till Tuesday 29th, what I want to know is why did it get processed in Redbank on Thurs 24th when it should have gone from Proserpine to Townsville. Tracking number is R429181016272701. Just saw that the parcel has been delivered today Monday 28th October, still not happy that it took a week longer than I was told.

1 answer
Australia Post
Priscila L.Australia Post

Hi Lorraine,

I am sorry to hear that your grandsons gifts arrived late, we were experiencing some delays in Qld last week but I can see it has now been delivered. Your item goes through multiple sorting facilities before it arrives at Townsville and does not just go from A to B without it passing a sorting facility to know where it's going to. Again, I am sorry for the delay with this one though as it should have arrived sooner.

Priscila

02tet

02tetasked

Domestic Express Post

Concerning the failure to deliver 90 platinum express post satchells on 29th aug, Reference no. 27202339.
Would it be an imposition on my part to ask when they will be delivered?

1 answer
Australia Post
Priscila L.Australia Post

Hi there,

I've replied to your private message.

Priscila

02tet

02tetasked

Domestic Express Post

Hi. On 29th August I contacted Aus Post online concerning an order of 10 packs 0f 10 Platinum Express post paks. Details below;

Enquiry details : Online Shop
Details : Ordered 10 packs of 10 platinum express post packs 23/8/19 cost as per invoice $1487.50
Received today 1 pack of 10 platinum express post packs.
value $161.50.
Short by about 90 platinum express post satchels
Contact Preference : Email
Order Number : 00629816

An easy enough mistake to make,no worries. Rang Aus Post to be told they would look into it. Finally after 20 minutes on the phone to someone, he admitted Aus Post had indeed made a mistake, but it would take 5 working days to sort it out. I told the gentleman that we were in need of the platinum express post paks asap and was informed that he would 'make it a priority'.
When they still hadn't arrived by the 9th September I logged on to Aus Post to find that case #27202339 had been 'resolved', regardless of the fact we were still short 90 platinum ex bags.
So sent another message 'have yet to receive them' on the 9th.
Again nothing on the 10th, no answer to my message from the 9th.
Again sent a message at 6.25pm
"Are they being sent the long way?
Or are they lost in transit?
So here I am wasting more of my time messaging Aus Post via a totally unrelated website except for the thousands of bad ratings and reviews because Aus Post cant be bothered to update us on when the rest of our "bought, paid for and prioritised" Platinum Express satchels will arrive.
"ALARM BELLS SHOULD BE RINGING".
I certainly hope the people we will be sending said satchels to wont have to wait as long for their prioritised express postage.
Tet

4 answers
daffy
daffy

Incompetence at its best, simple customer placating with nothing real done in the background.Also penny pinchers who extoll customer service into the poor PDO yet if you do the job right you get talked to about being ‘too slow’ delivering and hence using overtime to complete your round. I could go on...

Australia Post
Priscila L.Australia Post

I'm sorry to hear that you didn't receive your full order and that the replacement is taking so long! I'd like to check this for you and give you some info on what's going on. In order for me to talk about your enquiry I'll need to pass privacy so please reply to my private message requesting some details from you.

Priscila

02tet
02tet

If anyone is interested another day goes by with no sign of the 90 platinum post satchels but I did receive an email about midday today.

"I'm sorry to hear you've yet to receive your replacement satchels. We have request the warehouse to let us know when they have been sent and to advise us of a tracking number.

We'll be in touch once we have some more details.

Regards,

Xamara A
Customer Care, (customer care from Aus Post? There's an oxymoron if Ive ever heard one)'
As I havent received any tracking # I must assume it is yet to be sent. Very express, its only taken 2 weeks so far to "NOT GET THEM".
And as we are out of the satchels that we bought in bulk, I am now forced to buy over the counter at the regular price.
And Priscila, in reply to your private message, I gave you my name six hours ago.
Seems to be the usual B.S. from A.P.

deni

deniasked

Australia Post Domestic Postage

why can nothing be done except tell you it is lost in transit. what does that mean. is there actually any way to find items they have lost? how can they be lost within their own facilties when they have a tracking number. Do they throw them in the rubbish? Do enquiries or complaints ever achieve anything except to tell you it is lost? that is why we complain, we know that...? thanks

3 answers
Australia Post
Michael M.Australia Post

Hi Deni,

This is a big question, and complex. I know we're talking more via private message, but I will try to answer this as best as I can.

Before we tell you that it's lost in transit, we do run procedures and operations to assist. This comment isn't taken lightly and if it does come to that route, we will compensate the eligible party for the service.

Items that are deemed lost in transit do tend to have been critically delayed due to a few reasons, including addressing, labelling issue, barcoding and inappropriate goods. What can happen to them is after a critical delay, they resurface at the delivery address or the sender's address depending on the issue and the operations needed to correct it. They can also appear in our Returned Mail Redistribution Centre that works as a lost & found. They will collect items that may have been damaged, or fallen loose in the facilities as well as items that can't be safely delivered due to addressing issues. From there they will investigate to match with owners, and if compensation has been paid appropriately or the time lapse to collect on has passed, they will auction the item off for a Commonwealth supported charity or destroy the item if it's inappropriate. They will hold for months before making this decision, so it's not taken lightly and the operations will do what they can to recover such items for their owners and have them delivered safely & securely. However after a delay has extended past any appropriate time, we will deem the item lost in transit and compensate for the item.

There's more operations being implemented, and have been implemented over the past 2 years so that we can better serve on issues like this. Including our new product set which has been designed for better machine processing, and internal support to address better communication on necessary corrections. We're continually improving and while 98% of delayed items are still delivered in 3 business days past the estimated delivery date, we want to see this improved. I'm sorry your item was lost in transit, Deni. And please let me know if you have any further questions.

~ Mikey

deni
deni

again I dont understand. what procedures and operations exactly is it that you run before you say it is lost in transit. I was told once it over a certain number of days overdue, that you automatically say it is lost in transit. I was told that you actually cant do anything but tell us when and where it is scanned, which we already know from the tracking details. So what is done. If you say mine was deemed lost in transit because of a critical delay, what was the critical delay in my case that led you to deem it lost in transit? you were notified many many times of where the item was to go before it was scanned in at Strathfield west so it cant have been an address issue. I asked you to check with new farm post office about their labelling and where they sent it, in case they made an error and no-one got back to me. I dont understand if an item is at the MRC that you can deem it lost in transit as you know where it is. My item has a tracking no that is part of the envelope, I was told the MRC was checked once, and it may have since turned up there. I need my investigation kept open so that the MRC is regularly checked and my item secured for me to collect . How can I check if is at the MRC. if it was scanned at Strathfield then it has the tracking no on it, and you know that it is mine, and where to send it, so why was that not done. auspost keep closing my enquiry and say they wont do anything because it is lost in transit. so your words above dont seem very honest and are very different to what seems to be happening in my case. I cant see how your explanation helps me at all. I cant see how you are attempting to get my item to me. is it now at the MRC only to be auctioned off? I asked many times for it not to be returned to sender as I cannot retrieve it from the sender. Did you do that???? some real facts and honest information would be appreciated. thank you

Australia Post
Priscila L.Australia Post

Just replied to your private message.

Priscila

Vivian N.

Vivian N.asked

Domestic Parcel Post (Standard)

My tracking number: 0003006000487740850994
The parcel sent on 12/August and delivery was estimated 16/8.
Now 22/August it is still in Sydney. Pls check and let me know what happens with my parcel.(nothing updates from 16/August)
Thanks

2 answers
Australia Post
Priscila L.Australia Post

Hi Vivian,

Happy to help and shed some light on this, your parcel is still in our network travelling through but has a new scan to say it's been sorted today in Melbourne, this is good as we can see it's moving and should be delivered to you within three business days from today.

Priscila

Vivian N.
Vivian N.

It updated will deliver on Monday 26/August but still not get it. How long i have to wait my parcel come

emily1982

emily1982asked

Domestic Express Post

I have been waiting for an item which was sent to me by express post on Tuesday. Should have been here on Wednesday. Now its Friday and the last tracking movement was to Chullora on Tuesday night. Not sure if this is a problem with the supplier labelling the parcel wrong, not paying the postage, or a total scam. Or is it just that Australia Post has not progressing the parcel. Really disappointed that my item didn't arrive. Can you please follow up tracking number 33Q395000283 and let me know whose fault this is. Thanks.

1 answer
Australia Post
Priscila L.Australia Post

Hi Emily,

It's disappointing that your item has taken so long to arrive despite it being sent Express. I've taken a look at the tracking, it's arrived at Highgate today and is awaiting collection for you now. It was sent on the 6th and should have arrived the next day however it seems to have been delivered in our network, we did have some express delays in Adelaide last week so it seems this could be the reason why. I am sorry for any inconvenience this has caused, please let the sender know they are entitled to a refund from us for the postage.

Priscila

Ref 261010288066

Ref 261010288066asked

Domestic Express Post

When are you going to sack the guy delivering Plat express to wa 6028? The latest parcel was the 2nd in two days which was NOT put in the mail box but left on the footpath in the rain. Fortunately the really great normal mail lady was delivering mail as I got to the gate to witness the blue slip to get from the post office on the path folded wet and in the rain.This is the 2nd wet one on the path in 2 days. I now have a picture for you and video if required as well as your own great little postie to verify it.

1 answer
Australia Post
Michael M.Australia Post

Hi Ref 261010288066,

Definitely should be addressed with the team. Is 261010288066 reference to this issue? I can definitely help follow this up with the team and sending you a private message now to see what I can do to address this.

~ Mikey

Ryan P.

Ryan P.asked

Domestic Express Post

Hi,

I have been expecting a package since Wednesdya. The tracking says it has been on board with the delivery driver since Thursday, it is now Saturday and nothing has showed up.

Tracking number is 0001006060482920470997

1 answer
Australia Post
Priscila L.Australia Post

Hi Ryan,

Sorry for the concern that the tracking caused as you expected it to be delivered on Thursday and it never turned up. The tracking that it went out with a postie then we realised it was missorted so we forwarded it to the right area where it was delivered today, did you receive it? I hope the wait didn't cause too much of an inconvenience.

Priscila

Su Z.

Su Z.asked

Domestic Express Post

I am the sender and I sent an express international parcel to China on 04/06. The tracking information has not been updating any more after the parcel been received by the post office.

I set up a customer inquiry on 11/06, which does not help at all. The so-call international investigation team just telling me to" finger cross "and wait for good news, besides that nothing can be updated. It has been 9 days after the inquiry. Is there anything else that you can do to help?

4 answers
Australia Post
Priscila L.Australia Post

Hi Su,

I can understand your concerns as you paid for an express and nine days later the parcel still hasn't arrived nor have you received an outcome to your investigation. I'd like to take a look at both the tracking and your case and hope I can shed some light for you on what's going on, can you provide them to me?

Priscila

Su Z.
Su Z.

Hi Priscila, thank you for your answer. My EMS number is: EJ240727287AU, which was sent on 04/06 in Southport post office branch. The only thing may help is on that day, the staff said that was the first day instead of writing Chinese in" receiver column", I should put Enligh under as well. I wrote both, and it took the staff really longer time than usual to put in all the information. Now its been 20 days since I gave post office the parcel, can you help me please.

Australia Post
Priscila L.Australia Post

I replied to your private message.

Priscila

ScottE

ScottEasked

Domestic Express Post

Why is express post to Canberra ACT consistently late 2DD or longer 50% of the time?

Items from Melbourne are always late

6 answers
Johnno
Johnno

It could be the way the article is sent to ACT for delivery. If by Air and as there are not as many flights going to Canberra as Sydney / Melbourne. This may account for it.

Australia Post
Priscila L.Australia Post

Hi Scott,

I'm really sorry to hear that our Express service has not been as fast as it should be, can you please let me know any tracking numbers where there was a delay? Some delays can happen that are beyond our control however if we failed to get it there within the guaranteed then the sender is entitled to a refund.

Priscila

ScottE
ScottE

Hi Priscilla
The items have arrived but this is an ongoing trend. If the mail arrives late to Fyshwick Depot it stays there all day until the following days mail run.

Larger items sent to Parcel Locker at Canberra GPO will sometimes still get delivered late in the day.

I had an express letter delivered residential yesterday that got scanned the previous day at Fyshwick and not delivered.

A larger item did make it to the parcel locker by 5pm

That item was
60449978527096

The express letter that stayed at Fyshwick until the following day before being delivered to residential address

60307152240097

Both items were sent from Victoria NDD zone to Canberra NDD zone.

It’s really frustrating knowing it’s at Fyshwick but not going to be delivered

Yash S.

Yash S.asked

Domestic Express Post

Hi, I paid $25 extra for express post service, the sender had posted the item at 8:30am yesterday and I urgently need it today because I have an exam tomorrow and I need the laptop to study. That’s the tracking number, 63503280716061, will this parcel reach me today as I paid a lot of money since it guarantees a business day delivery

1 answer
Australia Post
Priscila L.Australia Post

Hi Yash,

I'm very sorry for the delay in getting back to you, I've checked the scans and can see it's out with a driver now and will be delivered today. I'm so sorry it wasn't delivered yesterday to help you study, it should have been delivered yesterday but seems we delayed it in our network. The sender is entitled to a refund due to us failing to get it there within the guaranteed timeframe. Again, I'm so sorry for the impact this has had on your studies, despite this though I hope your exam goes well.

Priscila

Jennifer T.

Jennifer T.asked

Domestic Express Post

I paid for an an item to be expressed post from Melbourne last Monday. It has been 8 days and I thought express post was next day delivery . I'm quite disappointed as I have been waiting on these items much lo get than anticipated.
My tracking number is
0001006060483294770997.
It would at least be nice to talk to a human being about this issue

1 answer
Australia Post
Sami M.Australia Post

Hey Jennifer,

After having a look at the scans I recommend getting in touch with us so we can look into this further for you.

- Facebook: facebook.com/australiapost
- Twitter: @auspost
- Call us on 13 13 18

~Sami

Inty C.

Inty C.asked

Domestic Express Post

My tracking number: 60539934111091
I have sent my express parcel on 30/5 at The Glen Post Office (Mount Waverley). A staff over there told me the parcel is going to arrive Sydney the next day 31/5. However, I have checked the tracking and it is still showing "pending" today. Would you be able to tell me where my parcel is because there are some extremely important documents in there and I have to get it delivered by tomorrow (4/6).

1 answer
Australia Post
Sami M.Australia Post

Hey Inty,

I've taken a look at the scans and I'm seeing no physical scans for this item so we may have to look into this further. Do you still have your receipt from when you purchased/sent this and your sender to keep label?

~Sami

Nymark

Nymarkasked

Domestic Courier Post

I have been waiting quite some time now for a parcel to arrive. It was originally sent from the USA but arrived in Sydney on Sunday the 12th May. And when tracking it it says that it departed Sydney Sunday 12th May at around 8.40am to arrive at its destination (me) on the Gold Coast Qld. But it still has not arrived. That seems way too long for a parcel to come from Sydney to the Gold Coast? I've had over night parcels before. Can you possibly let me know any more information. The parcel tracking number is LX630472362US. Any information would be greatly appreciated please. I desperately NEED this package asap AND I paid for Priority international shipping too! Thanks again, Nyree

1 answer
Australia Post
Sami M.Australia Post

Hey Nyree,

I understand you are eager to receive this item. I've had a look at the scans for this on our internal system and can see that this hasn't arrived in Australia yet.

USPS' tracking runs off an estimate of when the parcel will arrive in the destination country, based on the flight manifest they anticipate the parcel will go on. Of course, delays at airports do happen and your parcel doesn't always make it onto the plane USPS thinks it will get on, which causes that estimation to be thrown out. Their scans however, do not update to reflect any changes.

When waiting for an international article to come here, it’s always best to go by what our scans show, as we'll update it once it actually arrives here.

If you don't have this item by this time next week at the latest I recommend contacting the sender so they can initiate an investigation to look into this further with USPS. If you have concerns you can also contact them now if you like for assistance.

~Sami

Danial G.

Danial G.asked

Domestic Express Post

I have an Express PAID Envelope that was posted before 6pm in the city of origin MELBOURNE CBD for delivery to SYDNEY MATRAVILLE! It should have arrived today but hasnt moved for 24hrs with a status "It's on its way" but its still in the city ( Melbourne ) of departure and i am expecting it in Sydney... why or what would be the delay ?

1 answer
Australia Post
Sami M.Australia Post

Hey Danial,

I know it's frustrating when something isn't delivered when you expected it to be.

Have you contacted the addressee about this to see if they have received it? Our Express Post letter service is an economical way to get your important documents from point A to B as quickly as possible but there is limited capability on the tracking of Express Post letter when a Signature on Delivery has not been purchased. If signature has been purchased you can contact us so we can investigate further for you.

We have had some delays recently with Express Post but it should only hold your item up for a day or 2 at most. If you are concerned or would like us to look into this further please contact us.

- Facebook: facebook.com/australiapost
- Twitter: @auspost
- Website: https://auspost.com.au/help-and-support
- Call us on 13 13 18

~Sami

Georgia

Georgiaasked

Domestic Express Post

Item has been stuck on international arrival - awaiting clearance since last Wednesday 24.04. Tracking: EA275419785HK

2 answers
Australia Post
Sami M.Australia Post

Hey Georgia,

I've had a look at the scans for article EA275419785HK and can see that we haven't received this yet from boarder processing. Once we have received this it should be delivered within 3 - 5 business days.

That said if the scans haven't updated by the end of the week please contact the sender for further assistance. The sender will need to contact the postal agency they sent this with to have this investigated further. Due to the item being from another country only the sender can initiate the investigation with the postal agency they sent the item with.

~Sami

Josie
Josie

I regretted I used Auspost. I should utilised DHL, UPS, etc but not Auspost. Auspost is a big disappointment! Promising 4 to 6 days but it’s almost a month, the item has not arrived yet!

Biswori L.

Biswori L.asked

Domestic Express Post

Hi there,
I have been waiting my order to deliver from since last one month in Australia.It was suppose to be deliver by April 18,2019 but I have not receive yet. My tracking number is LP019744031HK.

1 answer
Australia Post
Sami M.Australia Post

Hey Biswori,

I've checked out the scans and can see that this definitely should have been delivered by now. As it hasn't been the sender will need to contact the postal authority they sent this item with to initiate an investigation. Once this has been done we will liaison with their postal authority as required.

~Sami

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