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Australia Post views complaint resolution as an important part of our continuous improvement process.

Complaints can be made in several ways. These include the following:

• by telephone to the customer relations centre on 13 13 18
• in person at any postal outlet
• in writing to the commercial manager in your state (see Australia Post contact points).

We aim to resolve complaints about most products and services within Australia within ten working days. Longer times may be expected to investigate complaints relating to services to or from overseas.

If you have lodged a complaint with Australia Post but are not satisfied with the outcome of our process, you can contact the Postal Industry Ombudsman (phone 1300 362 072 or visit www.pio.gov.au).

Compensation

Australia Post is not liable for any loss or damage for letters carried by the letter service, but in some cases you may be entitled to compensation of up to $50 for loss or damage caused by Australia Post to uninsured articles within Australia or overseas (applies to selected articles). You may be able to purchase extra cover through our postal outlets to protect more valuable articles. Please inquire in our postal outlets as for a small fee you can add substantially more cover to your items.

In the event you need to lodge a compensation claim, please call the customer relations centre on 13 13 18. You are also entitled to refer the matter to the Postal Industry Ombudsman’s office if you are not satisfied.