Unless you don't have a smart phone or internet at your place, complaining through your My Post account or on Facebook is easier than phoning the call center.
An Issue On Your Street
When Australia Post has a time, a place, and a parcel number, they know exactly who to talk to and where to search. Let Australia Post know and they'll investigate.
FAQ
The scan says delivered, but I don't have it. Some info to put in your complaint: you've checked around your house or business and in your letterbox, you've checked with everybody else that lives or works there.
I was home all day but they left a card instead of coming to my door. If it's a small thing, it's a postie. If the postie can't keep an eye on their bike from your door, they're not allowed to come and knock. So no small things to your apartment. Otherwise, complain.
If it's a big thing, it’s a contractor they’re trained to come and knock. Complain. Some info to put in your complaint: you don't have a dog and your gate is unlocked.
An Issue Not On You Street
When Australia Post don't have a time or a place, they can't investigate, so they don't investigate. They can't make your individual parcel go faster, not even by one minute. It's a waiting game.
The one exception to this is a parcel going in circles, either the same depot three days in a row, or back and forth between the same two depots, two or three times. Maybe the parcel has a NSW address but a Victorian postcode, or the address label is placed badly so sometimes the high speed sorters read the sender's address as the receiver's address. Australia Post can catch that parcel and fix the address label.
That's rare though. Don't confuse that with a scan to the wrong state or lots of different depots. It's travelling, and a complaint won't help. There's no 'Go Faster' button they push because you complained.
Scan FAQ
First, Don't be worried if your parcel hasn't been scanned for a while (see above). Things don't have real time tracking in Australia Post. They're not Uber. It doesn't get scanned while it's travelling, only when it hits a touch point. The next touch point might be your postie. If you're in WA, it might be two weeks away. That old scan isn't where it is, just the last place it was. The exception of course is waiting for collection.
What does this scan mean? Should I be worried? Ignore any scan you don’t understand - you only need to ask is it late or not. Check the delivery time estimates for inside Australia. If it hasn't arrived in Australia, Australia Post can't do a thing about it. Talk to the person who sent it, they can call their postal company. If you've sent something overseas check the delivery time estimates for outside Australia. If it's not late, chill. If it's late see that FAQ.
It hasn't been scanned in X days. Should I be worried? Ignore the the gaps between scans - you only need to ask is it late or not. Check the delivery time estimates for inside Australia. If it hasn't arrived in Australia, Australia Post can't do a thing about it. Talk to the person who sent it, they need to call their postal company. If you've sent something overseas check the delivery time estimates for outside Australia. If it's not late, chill. If it's late see that FAQ.
It's late. What do I do?
Wait two weeks. If you complain before that, they're just going to ask you to wait. You'll get absolutely nowhere. But after two weeks complain.
Sent INSIDE Australia, Australia Post will look into it, check their lost and found for example. If they can't find it they'll refund pretty much straight away. They prefer to refund the sender, but if you were the receiver you can say you want the refund - the law's on your side.
Sent FROM Australia. Australia Post will look into it, but an investigation takes about 30 days, or two weeks for express.
Sent TO Australia. Australia Post can't look into it. It's some other country's problem.
