About Australia Post

At Australia Post, we provide trusted and reliable services to help people and communities throughout Australia.

We've done this by delivering letters, helping businesses and consumers with parcels, simplifying everyday tasks through digital channels and providing a national post office network that supports local communities and organisations.

Our business model

Australia Post is the oldest continually operating organisation in Australia. We are committed to meeting the evolving needs of the community and our customers. From humble beginnings delivering the nation's physical mail, we've recognised the need to adapt our services in line with the community's shift to online channels. To stay true to our community-based brand and our original purpose, we're expanding access to trusted services – physically through our post offices and by offering secure and convenient digital formats – while reforming our letters service and investing in our parcels network.

Australia Post is a self-funded government business enterprise with the Australian Government as the sole shareholder. As required under the Australian Postal Corporation Act 1989, we continue to balance our commercial objectives with the need to meet our community service obligations (CSOs).

The profit we earn is used to pay a dividend to our shareholder, and to reinvest in our assets and services so that we are equipped to meet the changing needs of our customers. Our commercial success therefore ensures we can positively impact the communities we serve, and continue to improve the products and services we provide.

Delivering a reliable and accessible service

This year we again met all the performance standards associated with our CSOs, including delivering 94.5 per cent of letters on time or early, against our 94 per cent target.

CSO performance standards	Target	Actual 2013–14
Retail outlets Total Rural and remote areas	4,000 2,500	4,417 2,560
Street posting boxes	10,000	15,805
On-time delivery (domestic letters)	94.0%	94.5%
Addresses receiving deliveries: Five days a week At least twice a week	98.0% 99.7%	98.8% 99.9%

Our organisational structure

Our strategy

As we plan for Australia Post's future, we are focused on offering vital and relevant services that meet the contemporary needs of our customers so that we can be part of tomorrow. Given that the community is shifting away from using our letters service at an accelerating rate, we are now at a critical turning point.

Over the past four years our business renewal strategy, Future Ready, has set the foundations for growth, and helped us to remain strong, sustainable and customer focused.

Our investments during the Future Ready period have allowed us to:

• adapt our products and services for both the physical and digital worlds
• alter our investment profile with a strong focus on growth opportunities in trusted services, ecommerce and digital services
• streamline our operations
• build better connections with our people, our customers and the community.

In the next phase of our transformation, we will have an ongoing focus on customer-centricity, operational excellence, reform and business efficiency. This will be essential to ensuring we continue to be relevant to the Australian community for years to come.