The Commonwealth Ombudsman has reported a 92 per cent increase in complaints against Australia Post’s performance in the quarter up to June this year compared to the same time last year.
In his role as Postal Industry Ombudsman (PIO), the Ombudsman, Michael Manthorpe credited the almost double complaints increase to disruptions in the postal industry from the COVID-19 pandemic.
“We received a 92.8 per cent increase in postal industry complaints during the 1 April to 30 June 2020 quarter compared to the same period last year,” Mr Manthorpe said.
“This increase was a result of postal delays affecting people throughout Australia and due to delays and stoppages of international postal services,” he said.
“Since the COVID-19 shutdown on 23 March 2020, there has been a significant increase in demand for delivery services as Australians remain home and use online shopping in far greater volumes.”
Mr Manthorpe said Australia Post had faced a considerable challenge in providing its essential services to Australians, while ensuring the safety of its employees and customers.
“It has been pleasing to see a low number of complainants needing urgent assistance from the Office,” he said.
“This indicates Australia Post are appropriately managing complaints.”
He said anecdotal opinion from the complainants contacting his Office suggested there was a level of understanding from consumers that some Australia Post services would be affected by the pandemic.
“During 1 April–30 June 2020 we finalised 1066 postal industry complaints, which represented an 83.5 per cent increase compared to the same period last year,” Mr Manthorpe said.
The Ombudsman’s eight-page Postal Industry Quarterly Update can be accessed at this PS News link.
