Learn how to make a complaint or leave feedback, and what to expect once you do. You can also get in touch with us to share general feedback and compliments (please let us know if you'd like a response).

How to complain or leave feedback

Getting in touch with us

Online form

Our online forms are a quick, private and secure way to get in touch.

  1. You can fill out a general contact form without you having to create a MyPost account or log in.
  2. If you do have a MyPost account and you're providing feedback about a specific product or service, using one of the forms below can speed up our reply. It'll also link to your account, giving you a record of correspondence. Choose from:

 

Social media

Get help any time by messaging us via Facebook or Twitter.

If you'd like to keep your issue and information private, just choose the direct message option - you'll usually get a response within an hour:

Letter

Of course, you can always send us a letter if it's the easiest option for you. To help us get up-to-speed fast, just make sure you include as much detail as possible – for example:

  • when and where the issue occurred
  • the negative impact
  • copies of your ID and any relevant documentation (e.g. receipts, tracking numbers)
  • a return address so we can get back to you

Send your letter to:
Australia Post
Customer Sales and Service
GPO Box 9911
MELBOURNE VIC 3001

Phone

Prefer to talk on the phone?

Reach us from 8am until 6pm, Monday to Friday on these numbers:

  • 13 POST (13 76 78) from within Australia
  • +61 3 8847 9045 from overseas
  • 13 11 18 for business

To make calling easier, you might like to:

Post Office

You can speak with someone from our team at any Post Office across Australia. Use our Post Office locator tool to find one that’s close to you.

 

What happens next?

If you’ve submitted a complaint, we may contact you for more information or supporting evidence (for example a statutory declaration or receipts) to help us investigate your case.

Most complaints are resolved within 10 business days (although some, like issues with international items, may take longer).

Not happy with the response?

Get back in touch with us and we'll escalate your case.

If you’re unhappy with the final decision (after escalation) you may wish to contact the Postal Industry Ombudsman or Australian Financial Complaints Authority.

Your privacy

At Australia Post, protecting your privacy and the confidentiality of your “personal information” is very important to us and is fundamental to the way we serve you.

When you give your personal information to us it is a serious responsibility. We are committed to protecting your personal information and giving you a choice in who can use your personal information and how it may be used.

In keeping with our commitment, all personal information collected will be handled in accordance with Australia Post’s Privacy Policy, which complies with the requirements of the Privacy Act 1988 (Cth) and the Australian Postal Corporation Act 1989 (Cth).

Making an anonymous report

If you believe Australia Post or one of our employees has behaved unlawfully or improperly, you may choose to make an anonymous report.

To find out more about this type of complaint, read our Whistleblower Reporting information sheet (PDF 148kb).