Access to services

Australia benefits when more people have easy and equal access to the tools and services they need to participate in society, whether it be the ability to find a job, interact with fellow community members or communicate easily. Research shows greater social inclusion can lead to increased productivity, creativity and innovation and better overall living standards.1

However, millions of Australians cannot always access the services they need. Rapid digitisation has heightened the country’s digital divide.2 Geography can leave people in remote locations isolated. Those potentially being left behind include the elderly, those with low levels of income and education, people living in regional areas,2 and migrants and refugees.3

Partnerships between service providers, businesses and the government can help bridge these gaps. Australia Post’s nationwide footprint, vast capability and existing relationships make us an ideal ally in helping you connect and deliver to all Australians.

Reaching all of Australia

From the nation’s biggest cities to its most remote areas, Australia Post provides access to services for communities across the country. Our network includes:

  • 4,300+ Post Offices nationwide
  • 2,500+ Post Office in rural and remote regions
  • 12.3 million+ delivery points
  • 75,000+ people in our extended workforce.

A local presence

Our presence in remote regions is especially important for improving social inclusion for many of those at risk of being left behind. After the doctor and the police, Australia Post is the most trusted service provider in regional communities.4

That means we can help meet the needs of some of the country’s most vulnerable citizens where they are – comfortably, on their terms.

Delivery capability

The physical and digital power of our network gives us the strength to quickly adapt to changing circumstances – whether in times of crisis or everyday service delivery.

When COVID-19 hit, we partnered with a major supermarket to deliver Basics Boxes full of groceries to vulnerable citizens around the country, including the elderly and people living with a disability. And with the rise of the 20-minute city, Australians expect and need infrastructure, resources and services to be conveniently located – no matter where they live.

Mail is an always-on channel that can be more inclusive than other forms of communication – especially with audiences that are less digitally connected, such as people in rural and remote areas. For example, when droughts hit Queensland, the Australian Red Cross needed to build awareness for its Drought Relief Assistance Program to help farmers apply for funding grants. A targeted postcard drop helped spread the word, and applications increased.

Banking and payment services

Australia Post’s banking and payment services give Australians easier access to financial services, even if they are unable to use digital banking or visit bank branches.

Customers of more than 80 financial institutions can use our Bank@Post service5 to withdraw cash, make deposits and check their balance at more than 3,500 Post Offices around the country. More than half our Bank@Post locations are in rural or regional locations, where the Post Office may be the only place to bank for miles.

And our Post Billpay service lets people pay bills quickly and securely online or in store.

Physical and digital transaction services

Every year, we conduct more than eight million ID checks across our retail network and online services.

Even in an increasingly digital world, many Australians still value the connection of a face-to-face interaction. Our in-store identity services include tax file number applications, drivers licence applications and renewals, and passport applications. We make sure important transactions are still possible for those who prefer to share valuable personal information in person or are among the 2.5 million Australians not connected to the internet.6

Other Australia Post services include:

  • Digital iD™ – making it easier for customers to verify their identity to your required level for compliance
  • Workforce verification – an online tool that simplifies employment screening through streamlined identity, police and visa checks
  • Cash disbursement – a reliable way to provide rebates and emergency relief funds.

Keeping sensitive information safe is our priority. We comply with world-class security standards including TDIF accreditation, OAuth 2.0 authorisation framework and ISM compliance.

Webinar: Connecting with Australians in a 20-min city

Renowned social commentator Bernard Salt AM shares his views on the profound effects of COVID-19 on the Australian way of life, and what it means for the future of service delivery.

Read webinar summary

Partnerships and continued investment

We’re proud to partner with organisations working to deliver goods and services to Australians who need them most. Some of our partnerships include:

Our dedication to investing in our future and growing our network capability shows our commitment to helping organisations deliver for Australians in need. Some of these ongoing improvements include:

  • opening new facilities to extend our reach and capability
  • introducing automation to increase efficiency
  • security enhancements to keep parcel delivery safe
  • investing in solar power, electric vehicles and sustainable satchels and mailing boxes.

As our network continues to evolve, so will our ability to build partnerships that help close the social inclusion gap in Australia.

Learn more about inclusive service delivery

Rethinking the government service delivery model

With more people working from home, potentially for the long term, how can government service delivery adapt to Australians’ changing expectations?

Learn more

Finding the right channel mix for inclusive government service delivery

Governments are increasingly shifting to digital channels to keep up with citizen expectations. Deloitte’s Byron Riessen and Australia Post’s Regis Bauchiere share their insights on access and engagement.

Learn more

Why community connections matter more than ever

Regional communities are seeing service closures – but some may be poised for post-pandemic growth, especially as Australians still value physical connections.

Learn more

1 The economic benefits of improving social inclusion, Deloitte Access Economics, 2019

2 Measuring Australia’s Digital Divide: The Australian Digital Inclusion Index 2020, produced by RMIT University’s Digital Ethnography Research Centre and Swinburne University’s Centre for Social Impact in partnership with Telstra, 2020

3 Supporting the digital inclusion of new migrants and refugees, Settlement Council of Australia, December 2020

4 Australia Post 2020 annual report, September 2020

5  Bank@Post is an agency service provided by Australia Post on behalf of over 80 financial institutions. Bank@Post is available at participating Post Offices. Services available are cash withdrawals, deposits and balance inquiries. Consult your financial institution for terms and conditions of the Bank@Post service. Limits apply.

6 Australian Digital Inclusion Index