Customer service charter
Australia Post plays an important role in the Australian community and is required by law to meet specific performance standards. These are called Community Service Obligations (CSOs).
This Customer Service Charter aims to communicate these standards to our customers.
This section also explains how you can obtain more information about these standards, how to offer feedback or let us know about any concerns. It also offers advice on how you can help Australia Post to serve you better.
Community Service Obligations
Australia Post is required by law to provide a universal letter service which is reasonably accessible to all Australians and, in addition, to provide a standard letter service at a uniform price (currently 60 cents) from anywhere to anywhere in the country.
See Community Service Obligations (CSOs) for further information.
Mail services
Mail services discusses letter and parcel lodgement points, posting times, delivery timetables, stamp purchases, delivery services, delivery frequency, and basic letter price.
Feedback and complaints
Australia Post views complaint resolution as an important part of our continuous improvement process.
Complaints can be made in several ways. These include the following:
- by telephone to the customer relations centre on 13 POST (13 7678)
- in person at any postal outlet
- in writing to the commercial manager in your state (see Australia Post contact points).
We aim to resolve complaints about most products and services within Australia within ten working days. Longer times may be expected to investigate complaints relating to services to or from overseas.
If you have lodged a complaint with Australia Post but are not satisfied with the outcome of our process, you can contact the Postal Industry Ombudsman (phone 1300 362 072 or visit pio.gov.au).
Compensation
Australia Post is not liable for any loss or damage for letters carried by the letter service, but in some cases you may be entitled to compensation of up to $50 for loss or damage caused by Australia Post to uninsured articles within Australia or overseas (applies to selected articles). You may be able to purchase extra cover through our postal outlets to protect more valuable articles. Please inquire in our postal outlets as for a small fee you can add substantially more cover to your items.
In the event you need to lodge a compensation claim, please call the customer relations centre on 13POST. You are also entitled to refer the matter to the Postal Industry Ombudsman's office if you are not satisfied.
Making the most of Australia Post
There are a number of ways you can help Australia Post to give you the best possible service.
As a mail sender, please ensure that:
- articles are properly addressed and packaged for safe handling and delivery
- dangerous articles are not sent through the mail (for further information see the Dangerous Goods pamphlet, available at most postal outlets)
- mail is properly presented and lodged, and postage is correctly prepaid.
As a mail receiver, please ensure that:
- you provide and maintain a suitable and secure letter box which is accessible to delivery staff
- your boxes are cleared regularly to allow unobstructed mail delivery.
Performance reports
Australia Post reports on how well we live up to the standards set out in this Customer Service Charter in our annual report, which is tabled in Federal Parliament.
The report is available from the Commercial Manager's office in each state (see contact details)
Australia Post contact points
To contact our customer relations centre telephone 13 POST (13 7678).
