When compensation may be payable

If your letter or parcel is lost or damaged in transit, you may be eligible for compensation depending on the service you use to send it.

We offer loss or damage compensation for most items you send with us, with eligibility of claims assessed on a case-by-case basis. A refund of postage may also be payable.

For extra peace of mind, you can also choose to add Extra Cover when sending eligible items. Extra Cover provides loss or damage cover, and can be purchased in increments of $100 up to $5,000.

Mail service Compensation
Domestic Parcel Post, Express Post and Courier Post

Compensation is included up to $50.

Extra Cover up to $5,000 is available to purchase.

Domestic Express Post Platinum

$100 Extra Cover is included.

Additional Extra Cover up to $5,000 can be purchased.

International Economy, Standard, Express and Courier

Compensation is included up to $50.

Extra Cover up to $5,000 is available to purchase for some international services and destinations.

Registered Post and Cash on Delivery

Compensation is included up to $100.

Extra Cover up to $5,000 is available to purchase.

Registered Post International

Compensation is included up to $100.

Extra Cover is not available to purchase.

Standard letters (international and domestic)

Not eligible for compensation under the Australia Post terms and conditions.

Extra Cover is not available to purchase.

Extra Cover and any compensation offered under the Australia Post terms and conditions are in addition to any rights and remedies you may have under the Australian Consumer Law.

Sending valuable goods?

For information about purchasing Extra Cover when sending valuable goods and documents, see sending valuable items.

What’s not eligible for compensation or Extra Cover?

Extra Cover payment or compensation is not available for loss or damage to any items you’ve sent with us:

  • where there is no proof of lodgement (for example, a postage or lodgement receipt or the tracking sticker found on certain prepaid satchels and envelopes); 
  • containing bank notes, bullion, or similar items;
  • containing 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;
  • which were not adequately packaged;
  • where damage was not caused or contributed to by Australia Post; or
  • where the claim is lodged:
    • more than 6 months after the date of posting 
      or
    • more than 30 days after the date of delivery, or intended date of delivery, of International Courier and International Express items.

Coins and jewellery

Unless you’ve purchased Extra Cover, no compensation is payable for items containing coins or jewellery. Extra Cover may be purchased for jewellery, and also for coins, as long as the Australia Post terms and conditions for carriage of coins are complied with.

These exclusions do not limit any rights or remedies that you may have under the Australian Consumer Law.

How to apply for compensation or Extra Cover

All requests for compensation and Extra Cover claims must be lodged within:

  • 6 months of the item being posted, or 
  • 30 days of delivery, or the intended date of delivery, for International Courier or International Express items.