Compensation

If your letter or parcel is lost or damaged in transit, you may be entitled to compensation depending on the service that was used to send it.

When compensation may be payable

Registered Post and Registered Post International Click to expand Click to collapse

Registered Post (letters) and Registered Post International (letters and parcels) provide compensation up to $100.

Higher coverage, up to $5000, is available for most destinations with these services only if Extra Cover is purchased for an additional fee when the item is paid for, or lodged.

Services with Extra Cover Click to expand Click to collapse

Many of our domestic and international services offer Extra Cover up to $5,000, which can be purchased for an additional fee when an item is paid for, or lodged.

Extra Cover is available for purchase with:

Please check with the sender of the item to confirm if they purchased Extra Cover when the item was paid for, or lodged.

Note: Extra Cover must be used to cover jewellery sent through the mail. However, for international items, please note that some countries exclude valuables from their service; please see our International Post Guide.

All domestic services and some international services Click to expand Click to collapse

In some cases, where Extra Cover is not purchased, compensation up to a maximum of $50 and a refund of postage may be payable, or we may elect to repair or replace the item up to $50 value, at our absolute discretion.

Business contract services Click to expand Click to collapse

Goods sent using business contract services may not be eligible for compensation, or may have limitations on compensation payable. This may be the case with mail sent by businesses or online retailers who have contracts in place with us.

Please check with the sender of the item before making any claim for damage or loss.

Exclusions Click to expand Click to collapse

No compensation is payable for loss or damage to any mail items:

  • containing bank notes, bullion, coins or similar items
  • containing jewellery, except where Extra Cover has been purchased
  • containing dangerous or prohibited goods
  • which were not adequately packaged
  • where damage was not caused or contributed to by Australia Post.

Sending valuable goods?

For information about purchasing Extra Cover when sending valuable goods and documents, see sending valuable items.

Applying for compensation

All claims for compensation must be lodged within 6 months of the original item being posted.

We endeavour to investigate all claims efficiently and effectively. Because circumstances vary, it may take some time to reach a resolution. We will keep you informed regarding the progress of your claim.

How to lodge a compensation claim Click to expand Click to collapse

Items received damaged or missing contents

  • Present the damaged item and the packaging at a post office for a damage report to be completed. Please note that not all of our post offices are able to complete damage reports. Please ask at your local outlet or look for post offices listed as Post Shops or Business Hubs in our locations and hours tool.
  • Complete a Customer Service Complaint form (available in-store) and leave the form, the item and all packaging with our retail staff for processing.
  • Provide supporting documentation as requested. This may include proof of identity, statutory declaration, postage or point of sale receipts and item details.

Items not received or lost in the mail

  • Our missing item enquiry form is the most efficient way to contact us in the first instance. Please view missing mail items to access the form and for important information regarding timeframes for submitting enquiries.
  • You can also contact us via any of the contact points listed under complaints and feedback.

Who can lodge a compensation claim Click to expand Click to collapse

Items received damaged or missing contents

  • All claims must be made by the recipient of the item.

Items not received or lost in the mail

  • All claims for must be made by the sender of the item.

In both cases, either party may waive their rights to compensation to the other party.

More information

The information on this page is a general summary only of our compensation arrangements and may not be exhaustive.

Full information about our liability and compensation scheme can be found in the Australia Post Terms and Conditions (See Part E: Limitation of Australia Post's liability and Schedule 1: Extra Cover Service Terms and Conditions.)

Frequently Asked Questions