Requesting information
Requesting information
We make a range of information available for public access. You can formally request access, under various pieces of legislation including the Privacy Act 1988 (Privacy Act) and the Freedom of Information Act 1982 (FOI Act), to documents we hold. Alternatively, we can provide you with certain information if you request it through other access arrangements, outlined below.
Requesting information or documents
Most requests for information or copies of documents can be dealt with informally. Often a phone call or online inquiry through our Help & Support page is all that’s required.
Personal information
The Australia Post Group Privacy Statement governs how we collect, handle and disclose your personal information. You can request to see or be given a copy of any personal information we hold about you, other than where there is an exception at law.
You have a right to request access to your personal information, and we want to make it easy for you to do so. The information you would like access to may be on your MyPost account, or easily accessible by contacting our customer services team. If you can’t find what you’re after, you can contact us via our details below. Once we receive your request, and subject to relevant privacy laws, we will respond to your request within a reasonable time – usually within 30 days. We ask that you identify, as clearly as possible, the type/s of information requested. In some cases, we may need to verify your identity before we share information with you.
To access your personal information you can:
Write to us:
Australia Post Group
Privacy Contact Officer
GPO Box 1777
Melbourne Vic 3000
Call our Customer Contact Centre on 13 POST (13 76 78) between 9am and 5pm EST Monday to Friday.
Exceptions
Your right to access your personal information is not absolute. In some circumstances, the law permits us to refuse your request to provide you with access to your personal information. For example, where giving access to your information would have an unreasonable impact on the privacy of other individuals, or would pose a serious threat to the life, health or safety of any individual, or to public health or public safety.
We’re committed to maintaining your trust by protecting your privacy, keeping you informed about how we handle your personal information and keeping your personal information safe and secure. For more information visit our privacy statement.
Current and former employees can obtain access to their employment record by contacting the Employee Advisory Team.
Please note:
- the retrieval of records can take up to 4 weeks
- section 15A of the FOI Act requires you to use this procedure before making a request under the FOI Act. You may make an FOI request after 30 days if you are not satisfied with our response.
If the matter relates to workers compensation information, please contact your claims manager or APIMC@auspost.com.au.
Medical checks
If you applied to become an Australia Post employee but were unsuccessful, please contact Pre Employment Services, for details about medical check components of your application, held by Australia Post.
Other information
If you applied to become an Australia Post employee and are seeking general information about your application, please contact External Recruitment, for information held by Australia Post.
Freedom of Information requests
The FOI Act gives any person the right to:
- access copies of documents (excluding exempt documents) we hold
- ask for information we hold about you to be changed or annotated if it is incomplete, out of date, incorrect or misleading, and
- seek a review of our decision not to allow you access to a document or not to amend your personal record.
You can request to see any document we hold. We can refuse to provide access to some documents, or parts of documents that are exempt. Please note, we aren’t subject to the FOI Act for documents relating to our commercial activities (see below under Commercial Activities Exemption). Other exempt documents may include those relating to national security, documents containing material obtained in confidence and Cabinet documents, or other matters set out in the FOI Act.
Your request must:
- be in writing
- state that the request is an application for the purposes of the FOI Act
- provide information about the document(s) you wish to access so we can process your request
- provide an address for reply.
Send your request to:
Freedom of Information Officer
Legal Department
Australia Post Headquarters
GPO Box 1777
MELBOURNE VIC 3001
Or, by email
If you’re making an FOI request on behalf of another person, you need to provide a specific, written authority from that person to send copies of documents to you, or to allow you to inspect copies of documents containing information about that person.
If your request is unclear or too general, you may be asked to re-submit your application. We'll confirm what further information is required.
If you require assistance with your request, please contact the FOI Contact Officer using the contact details listed above.
There is no application fee for a FOI request.
There are no processing charges for requests for access to documents only containing personal information about you. However, processing charges may apply to other requests. The most common charges are:
Activity item |
Charge |
|---|---|
Search and retrieval: time we spend searching for or retrieving a document |
Charge $15 per hour |
Decision-making: time we spend in deciding to grant or refuse a request, including examining documents, consulting with other parties, and making deletions |
Charge First five hours: Nil
Subsequent hours: $20 per hour |
Electronic production: provision of information not available in a discrete form in a document by using a computer or other equipment ordinarily used for retrieving or collating stored information |
Charge An amount not exceeding the actual cost incurred in producing a document or copy |
Transcript: if available |
Charge $4.40 per page of transcript |
Photocopy: a photocopy of a written document |
Charge $0.10 per page |
Other copies: a copy of a written document other than a photocopy |
Charge $4.40 per page |
Inspection: supervision by an agency officer of your inspection of documents or hearing or viewing an audio or visual recording at our premises |
Charge $6.25 per half hour (or part thereof) |
Delivery: posting or delivering a copy of a document at your request |
Charge Cost of postage or delivery |
If a charge is applicable, we’ll give you a written estimate and the basis of our calculation. Where the estimated charge is between $20 and $100, we may ask you to pay a deposit of $20. Where the estimated charge exceeds $100, we may ask you to pay a 25% deposit before we process your request.
You can ask for the charge to be waived or reduced for any reason, including financial hardship or on the grounds of public interest. If you do so, you should explain your reasons and you may need to provide evidence.
We’ll contact you within 14 days of receiving your request, to confirm we’ve received it and to provide you with an estimate of charges that apply to your request. You’ll receive our decision within 30 days, unless the length of time has been extended. If a document contains information about a third party, we’ll need to consult with them and may need to extend our decision time by another 30 days. We may also seek your agreement to extend the time by up to 30 days if your request is complex.
If you disagree with our decision
Once we’ve made a decision about your FOI request, we’ll send you a letter explaining our decision and your review and appeal rights. You can ask for the following decisions to be reviewed:
- if we refuse to give you access to all or part of a document or if we defer giving you access
- if we impose a charge
- if we refuse to change or annotate information about you that you claim is incomplete, incorrect, out of date or misleading.
A third party who disagrees with our decision to give you documents that contain information about them can also ask for our decision to be reviewed.
Internal review
You can ask in writing that we reconsider our decision (internal review). An internal review will be conducted by another officer in our agency. We will advise you of our new decision within 30 days of receiving your request.
Information Commissioner review
You can ask the Australian Information Commissioner to review our original decision or our decision on internal review within 60 days of the date of decision, (or 30 days after you’re notified if you are an affected third party). The Information Commissioner can affirm or vary the decision or substitute a new decision. The Information Commissioner may decide not to conduct a review in certain circumstances. More information is available from the Office of the Australian Information Commissioner (OAIC).
Complaints
If you’re unhappy with the way we’ve handled your request, you can complain to the Australian Information Commissioner, who may investigate our actions. More information is available from the OAIC. The Commonwealth Ombudsman can also investigate complaints about our actions. However, please note, the Commonwealth Ombudsman and the Information Commissioner will consult to avoid the same matter being investigated twice.
We have an exemption under section 7 of the FOI Act from releasing documents relating to our 'commercial activities'. One example of a 'commercial activity' would be an activity carried on in competition with private entities.
Any requests for documents that concern our 'commercial activities' will be reviewed in accordance with the provisions of the FOI Act. If deemed to be exempt, access won't be granted and we'll let you know the reasons for our decision.
As required by the FOI Act, we have an Information Publication Scheme that provides information on our structure, functions, appointments, annual reports, consultation arrangements, FOI officer, information we routinely release following FOI requests, and information we routinely provide to Parliament.
Despite our 'commercial activities' exemption, we've adopted a pro-disclosure approach, and aim, wherever possible, to proactively make information about our business and related activities available to the public.
Information is grouped and accessible through the following categories.
Who we are
Information about our organisation, its structure and governance and our senior management team.
- Organisational structure information is contained in our Annual Reports
- Our corporate governance
- Our governance framework is also described in our Annual Reports
- Board member profiles
What we do
Information relating to our functions and services, including our decision making powers.
- Australian Postal Corporation Act 1989
- Public Governance, Performance and Accountability Act 2013 (PGPA Act)
- Australian Postal Corporation (Performance Standards) Regulations 1998
- Governance Arrangements for Commonwealth Government Business Enterprises
- Terms & conditions
- Refund policy
- Overview of our policies
- Our customer service charter
Our annual reports
Copies of our current and previous annual reports.
Our FOI disclosure log lists information in response to requests made under section 11A of the Freedom of Information Act 1982 (FOI Act) subsequent to 1 May 2011.
In accordance with section 11C of the FOI Act information in the disclosure log does not include:
- any information released under the FOI Act prior to 1 May 2011 when section 11C commenced operation;
- personal information about any person if publication of that information would be unreasonable
- information about the business, commercial, financial or professional affairs of any person if publication of that information would be unreasonable
- other information covered by a determination made by the Australian Information Commissioner if publication of that information would be unreasonable
- any information if it is not reasonably practicable to publish the information because of the extent of modifications that would need to be made to delete the information listed in the above dot points
FOI reference |
Date of access |
FOI request summary |
Information published in the Disclosure Log |
|---|---|---|---|
D.001 |
Date of access 04/08/2011 |
FOI request summary Documents identifying volumes of letters mailed in Australia each year for the previous 30 years |
Information published in the Disclosure Log Extracts from Australia Post Annual Reports detailing relevant letter mail volumes |
D.002 |
Date of access 22/11/2011 |
FOI request summary Documents seeking numbers of trucks in the Australia Post fleet, tracking devices used, article volumes carried and detail of Unit Load Device numbers and purchases |
Information published in the Disclosure Log Information matching the request |
60 |
Date of access 25/01/2012 |
FOI request summary Transport information regarding trucks from Sydney to Melbourne |
Information published in the Disclosure Log Information concerning transport movements in the |
109 |
Date of access 29/06/2012 |
FOI request summary Australia Post's enforceable undertaking to Comcare 17 December 2007 |
Information published in the Disclosure Log Full copy of undertaking supplied |
178 |
Date of access 26/11/2012 |
FOI request summary Information on lost or stolen mail in specific area |
Information published in the Disclosure Log Data supplied as requested |
205 |
Date of access 14/12/2012 |
FOI request summary Information concerning Postal Delivery Officer Injuries in Victoria 2007 to 2012 |
Information published in the Disclosure Log Data supplied as requested |
322 |
Date of access 20/08/2013 |
FOI request summary Specifications of Cockatoo Rural Delivery Service |
Information published in the Disclosure Log Mail Contract Tender Documents for Cockatoo Rural Delivery |
394 |
Date of access 25/11/2013 |
FOI request summary How much Australia Post collected through its charity stamp for the Flood Relief Fund |
Information published in the Disclosure Log Document identifying amount and number of transactions |
540 |
Date of access 28/08/2014 |
FOI request summary Policy around retail money handling |
Information published in the Disclosure Log Accounting procedures relating to cash handling |
570 |
Date of access 21/10/2014 |
FOI request summary Information concerning Public Liability Insurance held by Australia Post |
Information published in the Disclosure Log Relevant Certificate of Currency |
674 |
Date of access 9/04/2015 |
FOI request summary Number of staff accommodated in Australia Post's Prince Alfred Park |
Information published in the Disclosure Log Document identifying number of staff accommodated in Prince Alfred Park building |
745 |
Date of access 23/09/2015 |
FOI request summary Australia Post Terms and Conditions of service in force as at 17/1/2008 |
Information published in the Disclosure Log Supplied the Australia Post Terms and Conditions in force as at 17/1/2008 |
762 |
Date of access 5/08/2015 |
FOI request summary Online shopping trends in Perth WA |
Information published in the Disclosure Log Supplied online shopping data for Perth WA |
880 |
Date of access 12/10/2015 |
FOI request summary Parcel Postage rates for 2009, 2010, 2011, 2012 & 2013 |
Information published in the Disclosure Log Postage rates for 2009, 2010, 2011, 2012 & 2013 |
925 |
Date of access 25/11/2015 |
FOI request summary List of suburbs in NT where residential street delivery does not exist |
Information published in the Disclosure Log NT localities with no delivery |
004/2016 |
Date of access 17/03/2016 |
FOI request summary Documents relating to Australia Post's purchase of a historic letter including transaction detail |
Information published in the Disclosure Log Correspondence and transcript of historic letter |
010/2016 |
Date of access 10/03/2016 |
FOI request summary Targets for letter delivery, delays in letter delivery |
Information published in the Disclosure Log Standards and results achieved |
032/2016 |
Date of access 26/02/2016 |
FOI request summary Request received by Department of Communication & Arts and transferred to Australia Post under s.16 of the Act. Documents sought include briefing notes and attachments, audits and reports in relation to Australia Post produced since 1/7/2015 |
Information published in the Disclosure Log Statement of Corporate Intent and letters of correspondence |
093/2016 |
Date of access 1/06/2016 |
FOI request summary Post charges for last 24 months |
Information published in the Disclosure Log Postal Charges from 31/3/2014 to 04/01/2016 |
102/2016 |
Date of access 6/07/2016 |
FOI request summary PO boxes in metropolitan NSW |
Information published in the Disclosure Log Offices/outlets with Post Office Boxes in the Sydney metropolitan area |
162/2016 |
Date of access 17/11/2016 |
FOI request summary Form F17 - Employers Declaration in Support of Application for Approval of Enterprise Agreement |
Information published in the Disclosure Log Declaration in support of application for approval of Enterprise Agreement |
164/2016 |
Date of access 14/11/2016 |
FOI request summary Access to metadata documents |
Information published in the Disclosure Log Specimen information request template (no longer used) and historic metadata statistics |
002/2017 |
Date of access 16/02/2017 |
FOI request summary Documents identifying whether specific property addresses are held on Postal Address File |
Information published in the Disclosure Log Map of Umuwa and History report for locality of Umuwa |
014/2017 |
Date of access 02/03/2017 |
FOI request summary Copy of the Employee Counselling and Discipline Policy |
Information published in the Disclosure Log Employee Counselling and Discipline Policy |
012/2017 |
Date of access 20/03/2017 |
FOI request summary Documents in respect to closure of Ferny Creek LPO |
Information published in the Disclosure Log Documents identifying changes to postal services in Ferny Creek |
030/2017 |
Date of access 20/06/2017 |
FOI request summary Documents dealing with the |
Information published in the Disclosure Log |
067/2017 |
Date of access 08/09/2017 |
FOI request summary Metadata documents |
Information published in the Disclosure Log Submissions, Supplementary submissions, IPND enquiry form, Telecommuncations data questionnaire ending 30 June 2015 and Guide to Enforcement Agency |
079/2017 |
Date of access 18/09/2017 |
FOI request summary Name and Position of Australia Post employees at Chatswood Post Shop |
Information published in the Disclosure Log Chatswood Organisation Chart |
074/2017 |
Date of access 17/10/2017 |
FOI request summary Chullora Parcel Facility Work Health & Safety Procedures for non employees |
Information published in the Disclosure Log Sydney Parcel Facility Emergency and Safety Information |
083/2018 |
Date of access 05/11/2018 |
FOI request summary Documents identifying dog training to posties |
Information published in the Disclosure Log Dealing with Dogs |
082/2019 |
Date of access 19/08/2019 |
FOI request summary Roadside Delivery Service |
Information published in the Disclosure Log Considerations for changes to mail delivery |
2020-00380 |
Date of access 14/11/2019 |
FOI request summary Documents sent to Post Offices advising them to not accept the MySAGOV Digital Licences as proof of ID |
Information published in the Disclosure Log |
2020-00651 |
Date of access 02/07/2020 |
FOI request summary Operating procedures relating to employee safety during extreme smog and dust-storm events. |
Information published in the Disclosure Log |
| 2021-00080 | Date of access 27/08/2020 |
FOI request summary Daily Media Clips 15 June 2020 & 21 July 2020 |
Information published in the Disclosure Log |
| 2021-00164 2021-00165 2021-00167 | Date of access 06/11/2020 |
FOI request summary Documents regarding parcel delivery to public housing towers in July 2020. |
Information published in the Disclosure Log |
| 2021-00229 | Date of access 21/01/2021 |
FOI request summary Documents regarding credit card purchases. |
Information published in the Disclosure Log |
| 2021-00485 | Date of access 03/02/2021 |
FOI request summary Mail Delivery Poll result for Seascape Estate, Red Head NSW 2430 |
Information published in the Disclosure Log |
| 2021-00388 | Date of access 12/02/2021 |
FOI request summary Sales figures and production numbers for Australia Post “Collection of Australian Stamps” annual Yearbook albums produced from 2005 to 2019, and YTD December 2020. |
Information published in the Disclosure Log |
| 2021-00229 | Date of access 01/03/2021 |
FOI request summary Invoices associated with credit card purchases |
Information published in the Disclosure Log |
| 2021-00525 | Date of access 19/03/2021 |
FOI request summary Australia Post's Group Fraud Policy & Enterprise Fraud Framework |
Information published in the Disclosure Log |
| 2021-00665 | Date of access 07/05/2021 |
FOI request summary Documents regarding mobile phone use |
Information published in the Disclosure Log |
| 2021-00770 | Date of access 28/06/2021 |
FOI request summary Cancellation imprints |
Information published in the Disclosure Log |
| 2023-00286 | Date of access 28/11/2022 |
FOI request summary Postmark images used at processing centres from 1 May 2021 to 30 October 2022 |
Information published in the Disclosure Log |
| 2023-00569 | Date of access 20/04/2023 |
FOI request summary Data on the total number of letters delivered by Australia Post in Australia each year for the last ten years. |
Information published in the Disclosure Log: |
| 2023-00718 | Date of access 07/06/2023 |
FOI request summary A complete copy of Australia Post's Freedom of Information (FOI) logs for the period 2013-2023. |
Information published in the Disclosure Log: |
| 2023-00625 | Date of access 16/06/2023 |
FOI request summary Documents and correspondence since 1 July 2022 relating to the decision to close Australia Post’s Hampton Post Office. |
Information published in the Disclosure Log: |
| 2023-00870 | Date of access 09/08/2023 |
FOI request summary Statistics relating to missorts. |
Information published in the Disclosure log: |
| 2024-00038 | Date of access 11/09/2023 |
FOI request summary Documents containing email correspondence between a Member of Parliament and Australia Post's Government Affairs team. |
Information published in the Disclosure log: |
| 2024-00204 | Date of access 8/11/2023 |
FOI request summary Email correspondence dated 22/03/2023 from Member of Parliament. |
Information published in the Disclosure log: |
How to obtain copies of these documents
To request copies of any of the documents referred to in the Disclosure Log, or should you have difficulty accessing the documents listed in the Disclosure Log, please contact us and clearly mark your request as ’Disclosure Log Document Request'.