Australia’s postal market is competitive for most services but Australia Post has an exclusive right to deliver reserved letters – generally letters less than 250 grams. We administer the Australian Postal Corporation Act 1989, Australian Postal Corporation Regulations 2021 and Australian Postal Corporation (Performance Standards) Regulations 2019.
Australia Post has legislated commercial, community and treaty obligations, including providing a national letter service at a single uniform rate of postage in accordance with the Performance Standards. The Performance Standards include requirements for letter delivery speed, frequency and accuracy, as well as the number and accessibility of post offices and street posting boxes.
In collaboration with the Department of Finance, we also provide oversight of Australia Post as a government business enterprise, wholly owned by the Australian Government. The Australia Post Board and management are responsible for the day-to-day running of the organisation. Australia Post is required by law to operate commercially and does not receive funding from the government.
Have your say on postal services modernisation
As technology has advanced, our lives and how we use postal services has also changed. The Australian Government wants to ensure Australia Post continues to provide the services you want and need now, and into the future.
If you are an individual, community, charity organisation, business, Post Office licensee or agent, or part of the Australia Post workforce, we want to hear from you.
Please visit our Have your say page to contribute your views.
Submissions close 27 April 2023.
As a first step, any issues or complaints should be raised directly with Australia Post. Customers can call 13 POST (13 76 78) or visit www.auspost.com.au/help-and-support to resolve common issues.
Should you encounter any issues with other parcel couriers or postal operators, please contact the operator directly to seek a resolution.
Should you not be satisfied with Australia Post’s handling of your complaint, a further option is to contact the Postal Industry Ombudsman (PIO). Information on the types of complaints the PIO can investigate is available on the Commonwealth Ombudsman’s website at ombudsman.gov.au/How-we-can-help/postal-industry-ombudsman.
Shareholder Departments’ investigation into Australia Post
On 22 October 2020, the Australian Government announced that the Department, together with the Department of Finance, would conduct a formal investigation into gifts provided to senior managers at Australia Post. A final report on the investigation is available.