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Australia Post plays an important role in the Australian community and is required by law to meet specific performance standards. These are called Community Service Obligations (CSOs).

This Customer Service Charter aims to communicate these standards to our customers.

This section also explains how you can obtain more information about these standards, how to offer feedback or let us know about any concerns. It also offers advice on how you can help Australia Post to serve you better.

 Customer Service Obligations (CSOs)

Australia Post is required by law to provide a universal letter service which is reasonably accessible to all Australians and, in addition, to provide a standard letter service at a uniform price (currently 55 cents) from anywhere to anywhere in the country.

 Mail services

 Feedback and complaints

If you have a comment or complaint about Australia Post’s products or services, we want to know about it.

 Making the most of Australia Post

There are a number of ways you can help Australia Post to give you the best possible service.

 Performance reports 

Australia Post reports on how well we live up to the standards set out in this Customer Service Charter in our annual report, which is tabled in Federal Parliament.

 Australia Post contact points

To contact our customer relations centre telephone 13 13 18 or write to the Commercial Manager in your state.

  Download the Customer Service Charter (pdf 239kb)

Note: Adobe Acrobat is required to read this document. Please call customer service on 13 13 18 if you cannot access the pdf.