Delivery for StarTrack senders

Yes. If you’re an Australia Post business customer and you purchased Transit Cover, you can make a claim via the Business Support Portal or by contacting 13 76 78.

If you’re a StarTrack customer and have Transit Warranty, you can make a claim by completing the claim form online or downloading and completing the Transit Warranty Claim form (PDF 1MB).

If you don’t have Transit Cover or Transit Warranty, you may still be entitled to compensation under the Australian Consumer Law in certain circumstances. This compensation would include a refund of the postage amount you paid for the article (including any applicable surcharge).

There may be circumstances where a refund of postage is not available for loss or damage to any articles you’ve sent with us, for example:

• When there is no proof of lodgement (for example, no postage or lodgement receipt or the tracking sticker found on certain prepaid satchels and envelopes);
• When the parcel contains any items or dangerous goods that are prohibited from carriage either by Australia Post or by the postal service of the country you mail an international item to;
• When the damage was not caused or contributed to by Australia Post or StarTrack (e.g. when the item was not adequately packed and packaged by you).

If you have a MyPost account, you can read more about compensation.

Yes. Next Flight is the only StarTrack service available for one-off deliveries paid for by credit card. The minimum delivery cost is $345.55 (plus GST). Additional charges may apply depending on origin and destination of the shipment.

For other options when sending individual parcels, visit your local Post Office or our website.

If you’ve sent an item using StarTrack, you can view Proof of Delivery online via the my StarTrack web portal.

An attempted delivery occurs when a driver tries to deliver your item but is unable to do so because:

• no-one was available to receive the item, or
• the delivery address was not easily accessible (e.g. gated property, the presence of pets, or a secure apartment building).

In these situations, the driver may leave a ‘Sorry We Missed You’ card at the front door or letterbox, with information about how to collect the parcel.

Alternatively, we may send the recipient a notification by email, SMS or through the AusPost app with details on where and when the parcel can be collected.

Anyone at the delivery address can sign for a StarTrack parcel, unless the delivery was made using our Airlock service. For Airlock deliveries, only the person nominated can sign for the parcel. If delivery is attempted and the item is returned to a Post Office, Business Hub or StarTrack depot for collection, the recipient must present valid identification to collect it.