Complaints and feedback
If you have a complaint or if there is anything we can help you with, please let us know. We value your feedback and appreciate the opportunity to follow up.
Did you know? You may wish to view our help and support answers first.
We have provided answers to a lot of commonly asked questions - which may save you time and have the information you are looking for.
How to contact us
There are a number of ways you can contact us directly:
Send us a product enquiry through MySupport, our secure online customer support portal.
Call 13 POST (13 76 78) from within Australia, or
+61 3 8847 9045 from overseas
Support is available Monday to Friday, 8am - 6pm Australia-wide.
Write to us at:
Customer Sales and Service
GPO Box 9911
MELBOURNE VIC 3001
Visit a Post Office and speak with a member of our team.
Support is available Monday to Friday, 7.30am - 7.30pm AEST.
Translating and Interpreting Service (TIS)
Customers who speak a language other than English can contact us through the Translating and Interpreting Service (TIS) on 131 450.
National Relay Service (NRS)
Customers who are deaf or who have a hearing or speech impairment can contact us via the National Relay Service.
Complaint resolution process and timeframes
Once we receive your complaint, we may ask you to provide supporting evidence or documentation to aid us in our investigations. This may include proof of identity, statutory declaration, postage or point of sale receipts, item details and so on.
We aim to resolve most complaints within 10 working days. However, please note that some complaints may take longer to investigate, in particular matters regarding international items.
Complaint escalation process
Internal escalation process
If, for any reason, you are not satisfied with the outcome of a complaint, or with our complaint handling process, please contact us via any of the channels listed above and ask for the matter to be escalated to a manager.
When seeking further escalation, please provide any additional details which you believe are important and that we might not have received previously. This will help to ensure a thorough review of the matter.
Postal Industry Ombudsman
If your complaint has gone through our internal escalation process and you still remain dissatisfied with the outcome, you can refer your concerns to the Postal Industry Ombudsman (PIO) for investigation.
We appreciate your patience with our investigating procedures and timeframes before contacting the Postal Industry Ombudsman.
Financial Ombudsman Service
To provide certain financial products and services, Australia Post acts as an Authorised Representative of Australia Post Services Pty Ltd (Australia Post Services) which holds an Australian Financial Services Licence (AFSL). Australia Post Services uses the external dispute resolution services of the Financial Ombudsman Service. If you have a complaint about the distribution of a financial product or service under Australia Post Services' AFSL and have gone through Australia Post's internal escalation process and you remain dissatisfied with the outcome, you can refer your concerns about Australia Post to the Financial Ombudsman Service for investigation.
In line with the Public Interest Disclosure Act 2013, Australia Post encourages the disclosure of information about suspected unlawful or improper conduct and will support and protect disclosers from reprisal, ensuring that public interest disclosures are appropriately investigated.
A hotline is available to all workplace participants, business partners and customers of Australia Post to report such conduct. Refer to our whistleblower details (154kb) for more information.
Further information on the Public Interest Disclosure scheme is available from the Commonwealth Ombudsman's Office.