The Commonwealth Ombudsman, in his role as Postal Industry Ombudsman, has released a report into more than a million complaints against Australia Post relating to carding, Safe Drop and compensation.
The Ombudsman, Michael Manthorpe (pictured) reviewed the actions taken by Australia Post since three earlier Ombudsman reports concerning the matters had been released.
Mr Manthorpe said the latest report sought to determine why complaints about delivery issues persisted despite reported improvements in service.
He said complaints concerning delivery issues continued to be the primary reason Australia Post customers contacted his office.
“The fact that more than one million people have complained is cause for concern,” Mr Manthorpe said.
He said the postal industry in Australia was undergoing rapid change as more and more Australians were shopping online and expected the items they purchased to be delivered conveniently to their door, at a low cost.
The Ombudsman makes six recommendations in his report aimed at reducing the number of complaints.
Australia Post accepted five and partially accepted one.
Mr Manthorpe said his office would continue to monitor the implementation of the recommendations in the report.
In reply, Australia Post said it supported the Ombudsman’s recommendations.
“We know we do not always get it right and we recognise the number of complaints received last year was not good enough,” it said.
“Improving how we serve our customers and striving to be excellent in what we do is a key strategic focus for Australia Post.”
It said it had a range activities under way to improve customer service including a simpler compensation process; updates to its website, and a clearer complaint review process.
The Ombudsman’s 64-page report can be accessed at this PS News link.
