Complaints and feedback

We are committed to:

• Ensuring that the customer can contact us easily
• Responding promptly to customer feedback
• Providing feedback to other areas of the business
• Handling feedback impartially
• Evaluating evidence relating to the feedback objectively
• Treating customers with respect
• Accepting anonymous feedback
• Providing fair and just outcomes

We are committed to:

1. Complaint received: Received through various channels such as email, phone calls, or a dedicated complaint form on our website
2. Complaint recorded: Prioritise based on nature of complaint
3. Acknowledge complaint: You will receive a notification that we've received your complaint
4. Initial assessment: Gather relevant information and determining if the complaint requires immediate attention
5. Conduct investigation: Gather evidence, contact relevant areas or facilities, and review relevant policies or procedures
6. Resolution proposed: Offer an explanation, apology, corrective actions, redress, or other remedies OR Proposed resolution communicated for further feedback or acceptance
7. Resolution accepted: Make appropriate changes to processes, provide applicable compensation, refunds, or further address concerns
8. Close the complaint
9. Document complaint process: Regular reviews of complaint data are conducted to identify trends, assess the effectiveness of the resolution process, and make improvements where necessary

We aim to resolve complaints at first contact. If more time to investigate is needed, we aim to resolve complaints within 10 business days.

This timeframe may vary in these instances:

• When investigating International postal products, which depending on the service could up take up to 60 days.
• At our discretion, if the complaint is assessed as urgent due to the nature of the enquiry
• During peak call volume periods
• For matters where multiple areas of the business are involved
• For Australian External Territories due to transport availability and seasonal weather conditions

If there is a delay in resolving your complaint, we will inform you as soon as we can, including details about the delay and when we expect to resolve it.You can get updates on the status of your complaint via:

• My Post Business and Business Customers can view the status of their complaint via appropriate business portals
• AusPost App users can monitor via the Aus Post App or MyPost Account
• Online customers can request status updates via email
• All customers can call or use live chat to obtain status updates on their complaint

Our team members are committed to providing courteous, reasonable, and respectful customer service, including:

• Explaining the complaints process and confirming that it is understood
• Handling the complaint in a reasonable manner
• In the case of an ongoing issue, communicating regular and effective updates
• Offering additional support, and if this offer is accepting, checking that this has been provided
• A clear explanation of the outcome/decision and how that decision has been reached

We request that your conduct is also courteous, reasonable and respectful.

Unacceptable conduct

Conduct is unacceptable when emotions lead to behaviour that is violent, threatening or abusive, and may involve any, or all, of the following:

• abuse, derogatory, discriminatory or defamatory remarks (verbal or written)
• escalating agitation, intimidating body language or invasion of personal space
• harassment, intimidation or threats
• threats or harm to people or property
• stalking (in person or online)
• psychological manipulation
• oppressive or coercive behaviour

We do not tolerate unacceptable conduct and will let you know if your conduct is unacceptable, explain why, and warn you that we will end the interaction if it continues.

Unreasonable conduct

To effectively address your complaint, we request that you refrain from unreasonable conduct which may be isolated to a single incident or form a pattern over time, and involve any, or all, of the following:

• repeatedly calling, writing or emailing for updates, despite being assured matters are in hand, and being given reasonable timescales.
• refusing to provide information needed to investigate the complaint.
• failing to follow dispute channels, despite receiving information more than once about your right to review.
• re-framing or re-wording a complaint that has already been finalised.
• insisting on speaking directly to a team member despite being told that it is not possible or appropriate.
• Demanding to speak to our senior leaders before our team members have considered the complaint and followed our required complaint management process.

We will inform you when a conduct is unreasonable, explain why, and provide an opportunity for you to adjust this behaviour.

Further actions against unacceptable or unreasonable conduct

If unacceptable or unreasonable conduct persists, we will let you know and may restrict our contact with you regarding the complaint. These restrictions may involve any, or all, of the following:

• limiting duration of calls
• limiting specific time for calls
• restricting contact to email or post only
• blocking email addresses or other communication channels
• requiring the use of advocates

These contact restrictions only apply when you contact us about complaints and will not impact our other services we provide to you. From time to time, we will inform you our intentions to adjust any of these restrictions to be fair, reasonable and proportionate.