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Coronavirus (COVID-19) updates from the Australian Government

Australia Post

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.

COVID-19 Impacts

With many Australians staying and working at home due to the COVID-19 pandemic, Australia Post has experienced a significant surge in demand for parcel deliveries. With more Australians continuing to shop online and the growth in eCommerce, Australia Post has been investing and continues to invest in its postal network.

On 25 October 2021, Australia Post announced it is investing $1 billion over three years in new parcel processing facilities, new electric delivery vehicles, and cloud-based solutions to improve parcel scanning and tracking. This is in addition to Australia Post operating some of its processing facilities 24/7 and employing thousands of additional staff.

Australia Post continues to monitor the situation closely and will take action in line with the advice of government and health authorities as the safety of its customers and workforce is its highest priority. It will continue to update customers on impacts to services and changes to processes through its website at www.auspost.com.au. Alternatively, Australia Post’s Customer Contact Centre can be contacted on 13 76 78 for updates.

Complaints

Australia Post is experiencing domestic and international delays to postal deliveries due to an increase in parcel volumes, following social distancing requirements, and the reduction and cancellation of passenger flights in response to the COVID-19 pandemic.

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.