How Australia Post is delivering on your customers’ future needs
Australia Post has a long history of providing essential services to Australian communities and businesses. However, what customers wanted from us just a few years ago isn’t relevant to today’s modern business – or their customers.
We’re evolving what we do and have invested more than $1 billion dollars over the past three financial years to meet these changing needs. Here’s how we’re continuing to deliver for every Australian.
Key points
- Your customers want smarter and more accessible delivery solutions.
- We’ve updated the AusPost app with two-hour delivery window notifications.1
- We’re adding more 24/7 Parcel Lockers nationally.2
- We’re introducing digital attempted delivery notifications to replace physical cards, which is safer and more sustainable.3
- We’ve improved our delivery and digital experiences to give customers more flexibility and greater convenience.
Modernising the delivery experience for your customers
Over the past five years, customers have changed how they live, work and behave. They’re busier, more mobile and purchase higher value products online. As more of people return to the workplace following COVID-19, they want more flexible delivery options.
“We’ve paid close attention to what Australians want from their delivery experience and this is what we’ve heard – easier, smarter and more accessible delivery options,” says Gary Starr, Executive General Manager, Parcel, Post & ECommerce Services.
“And here’s how we’re delivering on those expectations.”
More free 24/7 Parcel Lockers nationwide
Last year, Australians spent $63.8 billion on online purchases - and we delivered more than 500 million parcels. But not everyone was home to receive them.
That's why we’re adding more 24/7 Parcel Lockers nationwide so your customers can pop around the corner and collect their parcels for free – any time of the day or night (subject to collection time limits).
“Being able to pick up a parcel at any time from a convenient and secure location is hugely beneficial for customers,” says Sebastien Potts, Senior Collections Manager at Australia Post. “It means not having to wait around at home or head to a Post Office to collect it.”
“And being able set up multiple Parcel Locker addresses lets them collect their parcel from different locations.”
2 hour delivery window notification
Our tracking page is the most frequently visited page on the Australia Post website, especially during peak season. That’s a clear indication that your customers want better visibility of their delivery.
We’ve updated the AusPost app to include two-hour estimated delivery notifications for most parcels so your customers don’t have to wait around for deliveries. And our “on time” predictions are over 85% accurate.
Since October 2022, over 60% of total parcel volumes were eligible for this service.
AusPost app users who also use MyPost can choose to get their notifications via SMS, email or the app (if their notification preferences are turned on).
Customers who don’t use MyPost or the AusPost app will get an SMS - as long as their mobile number is on the parcel manifest.
“The 2 hour notifications can increase first-time delivery rate and customer satisfaction especially during peak season,” says Pete Johnson, Senior Product Manager - Scanning, Tracking & Notifications.
“The most important thing for a business is to ensure that the customer’s email address and mobile number are accurate on the parcel manifest so they receive the notifications.”
Digital attempted delivery notifications
Our physical attempted delivery card has its limitations – getting lost, ineligible handwriting and being the less sustainable option.
And so we’ll soon be adding digital attempted delivery notifications to the AusPost app and will be available for parcels that can be matched to a MyPost account.
“It’s a change to provide a better customer experience, reduce paper waste and improve efficiency and convenience,” says Pete.
Our plan is for the digital notifications to have more accurate and useful information than the physical card and for customers to be able to choose to receive them by email or SMS.
We’re designing better delivery experiences for your customers so we can take your business and ours into the future.
Because we’ve always delivered for every Australian. And we always will.
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1 Estimated delivery notifications available for most parcels that can be matched to a MyPost account and where App notification preferences are enabled.
2 Collection time limits & T&Cs apply. Visit our Parcel Lockers page.
3 Digital missed delivery cards will only be available to parcels that can be matched to a MyPost account.
