eParcel Contract

Once your delivery has been lodged or is on its way to a customer, the Business Support Portal is the best place to track your shipments and make enquiries – at a time that suits you.

Raise a support ticket via our Lodgement support form for all inquiries, including:

• technical support on lodgement platforms
• to raise an urgent issue – password reset, issues with manifest, consignment creation
• issues with importing into the eParcel Contract system
• label not printing
• access or issues with the event management system (track parcels).

A unique barcode is assigned to each item in your consignment, which is then scanned and tracked all the way through its journey.

Use the Business Support Portal to find out when:

• shipping information is received and approved
• the item arrives at the relevant delivery facility
• the delivery driver or postie loads the item
• the item is delivered
• if the item has to be taken to a Post Office, when it is available for collection.

Note, tracking may be limited in some remote and regional areas.

Detailed tracking data for your freight

Contact your eParcel account manager to request login access to our Business Support Portal.

Keep your customers in the loop

With notifications from our auspost app, and through email and SMS tracking notifications, your customers get peace of mind too. They receive updates on their parcel's progress, plus the option to manage their delivery. All you need to do is include their email address and mobile number in your manifest.

See how tracking notifications work (PDF 989kB).
 

See the fuel surcharge percentage being applied to your eParcel Contract service next month.

A security management charge of 4.35% is applied to all Express Post items sent under an Australia Post domestic eParcel Contract.

On 1 November 2023, our terms and conditions were updated to enable a peak fee to be applied for items lodged during peak times of high demand.

If a peak fee is applied in future peak periods, you will be given 30 days’ notice of the fee (including peak times). Details of the peak fee will be published at auspost.com.au/peak-fee.

On 1 November 2023, we introduced a force majeure fee. During a force majeure event (as defined in your Services Agreement), where Australia Post finds a means to continue to provide some or all of our services, we will pass on the additional cost to you in the form of a force majeure fee.

If a force majeure fee is applied, you will be provided with three business days’ notice. Details will be published at auspost.com.au/force-majeure-fee.

On 1 November 2023, our terms and conditions were updated to enable a manifest correction fee to be applied where there is a need to correct information in your manifest (including but not limited to incorrectly declared weight and dimensions, lodgement points, destination address, or product or service code).

This fee will be $0 until you are advised otherwise. You will be given 30 days’ notice of the fee amount before it takes effect.