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.