When compensation may be payable
Many of our domestic and international services offer Extra Cover up to $5,000, which can be purchased for an additional fee when an item is paid for, or lodged.
Extra Cover is available for purchase with:
- all of our domestic parcel services
- our domestic Registered Post (letters) service
- some of our international services (letters and parcels) depending on the destination country. To confirm what international services, to which countries offer the option of adding Extra Cover, see our International Post Guide.
Please check with the sender of the item to confirm if they purchased Extra Cover when the item was paid for, or lodged.
Note: Extra Cover must be used to cover jewellery sent through the mail. However, for international items, please note that some countries exclude valuables from their service; please see our International Post Guide.
In some cases, where Extra Cover is not purchased, compensation up to a maximum of $50 and a refund of postage may be payable, or we may elect to repair or replace the item up to $50 value, at our absolute discretion.
Goods sent using business contract services may not be eligible for compensation, or may have limitations on compensation payable. This may be the case with mail sent by businesses or online retailers who have contracts in place with us.
Please check with the sender of the item before making any claim for damage or loss.
No compensation is payable for loss or damage to any mail items:
- containing bank notes, bullion, coins or similar items
- containing jewellery, except where Extra Cover has been purchased
- containing dangerous or prohibited goods
- which were not adequately packaged
- where damage was not caused or contributed to by Australia Post.
Sending valuable goods?
Applying for compensation
All claims for compensation must be lodged within 6 months of the original item being posted.
We endeavour to investigate all claims efficiently and effectively. Because circumstances vary, it may take some time to reach a resolution. We will keep you informed regarding the progress of your claim.
Items received damaged or missing contents
- Present the damaged item and the packaging at a post office for a damage report to be completed. Please note that not all of our post offices are able to complete damage reports. Please ask at your local outlet or look for post offices listed as Post Shops or Business Hubs in our locations and hours tool.
- Complete a Customer Service Complaint form (available in-store) and leave the form, the item and all packaging with our retail staff for processing.
- Provide supporting documentation as requested. This may include proof of identity, statutory declaration, postage or point of sale receipts and item details.
Items not received or lost in the mail
- Our missing item enquiry form is the most efficient way to contact us in the first instance. Please view missing mail items to access the form and for important information regarding timeframes for submitting enquiries.
- You can also contact us via any of the contact points listed under complaints and feedback.
Any claim for compensation can be made by either the sender or recipient of the item.
However, in cases where compensation is payable, it can only be paid as follows:
- to the sender, for items not received or lost in the mail
- to the recipient, for items received damaged or missing contents
In both cases, either party can provide us with a waiver that allows us to pay compensation to the other party instead.
The information on this page is a general summary only of our compensation arrangements and may not be exhaustive.
Full information about our liability and compensation scheme can be found in the Australia Post Terms and Conditions (See Part E: Limitation of Australia Post's liability and Schedule 1: Extra Cover Service Terms and Conditions.)
Frequently asked questions