Australia Post? Get Fucked.

This is just fucking bullshit.

Australia Post with it's money grubbing dick head of a CEO and it's Idiot Executive, with their snouts in the trough - sucking up $20 million in bonus's....

And an idiot ex minister for communications who gave this blood sucking leech the job, who after 4 or 5 years of non stop fuck-ups, is too stupid, to kick his arse to the kerb.


Is it any wonder, people are refusing to use Australia Post, any more?


From The Australia Post Face Book Fan Club.


Alessandro Cannarsi 

Registered mail 517324431019 - was posted in Deaking ACT addressed to Melbourne CBD on 13 Oct. Still reported "in transit" today (4th November).

The parcel contained my wife's passport sent from her embassy in Canberra.

She phoned multiple times.

After hour-long wait your staff was beyond useless: unable to report where the package is, unwilling to open an investigation on the grounds that she is the addressee and not the sender (despite it's her passport).

They advised her to complain on a website that didn't work.

What's worse, they get upset and arrogant if they are asked to provide REAL help and information.

We learned from the embassy today that the package is "lost". Is this a joke?

What is your definition of "registered" mail if you don't know where your parcels are?

We need to leave the country beginning of December because my secondment is ending, but we can't if my wife doesn't have her travel document.

We have booked plane tickets to go to my country on Christmas and we won't be able to do it if my wife does not get her passport in time to get a Schengen visa before we leave Australia.

As a conseqeuence we don't know if we will have to bear the costs of staying in Ausralia longer than my company asks me to (and waste leave days) and if our 20-month old will be able to see his grandparents at Christmas, all because you are unable to locate your own registered parcels are and to really help customers.

You are a disgrace and a shame for this beautiful country that has welcomed us.

You'd better get your act together and find this package today, as we can't have our right to free movement limited by your incompetence.

We will obviously complain to the PIO and ask to indemnify any damage caused by your obvious negligence


Desley Hemmingsen :O

Not to take anything away from your perfectly valid complaint Alessandro.
Generally, Australian tourists planning to spend less than a total of 90 days within a 180 day period in the 'Schengen area' do not require visas for countries which are parties to the Schengen Convention. ... It is important to get your passport stamped when entering the Schengen area though.
I use to live in Norway.


Alessandro Cannarsi 

Desley Hemmingsen thanks but my wife is not Australian and she does need a visa, she had actually renewed her passport through her embassy in Canberra to have time to get the visa done


Rong Jin 

Alessandro Cannarsi Hi Alessandro, I had same problem as you. My passport sent from Sydney to Melbourne on 14 Oct (Registered Post), still in transit!!!! (Nov 4th) And Australia Post told me deem to lost in transit.


Jennifer Fenwick

Yep, AP lost my new passport sent registered post.


Nathan Armstrong

No Aus Post comment to help here...


Australia Post

Hi Alessandro,

I'm sorry to hear that your wife's passport has not been delivered yet.

Unfortunately, any parcel that does not have a "Delivered" scan, can only be lodged by the sender.

Reason being is although the contents may belong to the addressee, not only are we not aware of the contents, but the sender has paid us to deliver the item.

Therefore if the delivery has not occurred, we investigate on behalf of the sender.

If we have no scans indicating where the item is, an investigation needs to be launched so we can action a thorough search through our facilities.

We send over 3 million parcels through our system per day, with over a 95% success rate.

Unfortunately, there is a slight percentage where items can go missing or are delivered incorrectly.

Although most items are found and forwarded through our RMRC.

Our Returned Mail Centre (RMRC) are where all missing or undeliverable items will go.

I'm happy to see that the sender has lodged an investigation and this will be actioned accordingly.

Hopefully the item will be found well before you and your family need to travel.

I understand how frustrating this is and sincerely apologize for the inconvenience this has caused you and your family.
- Casey



Kristy Foster 

Not good enough australia post !


Australia Post 

Hi Nathan, is there anything I can help you with? - Johnny


Nathan Lee

Order another if its THAT important...jebus


Alessandro Cannarsi 

I appreciate the response but this is not helpful and frankly 95% success rate is a dismal performance, that means 1 in 20 parcels get lost. If I failed on 1 in 20 projects for my clients I'd be fired. More importantly, you are not committing to any deadline to find the parcel. When will I know - 24 hours? You can't just say "we'll investigate" and "hopefully". By when will you know where the parcel is? It should be a matter of hours not days.


Australia Post 

Hi Kristy,
Is there anything in particular I can help you with?
- Cam


Alessandro Cannarsi 

Let me know where the parcel is and when you're going to deliver it.



Australia Post

Australia Post Hi Alessandro,

We have certain obligations stipulated to us from the government.

These obligations are set at a lower percentage rate than what we achieve.

Which effectively means we adhere to these obligations over and above what is asked of us.

I provided that information so you can see the volume of articles that we deal with on a daily basis.

In saying that, as I said earlier, most items are found and forwarded correctly.

An investigation can take up to 10 business days from the day it is lodged.

However, sometimes this may take longer depending on the backlog of cases in our system.

The sender will be notified once the investigation has ended and will be provided with an outcome.

I'm sorry you're not happy with our process.
- Casey


Kristy Foster

Im still waiting on a refund on a parcel that was broken by your couriers . I have contacted Australia Post so many times and heard nothing ! I have phoned and emailed the complaints department , and still nothing ! Its been over 6 months now and yes , i took out insurance on the item !


Robyn Dillon

At least you acknowledge that “the sender has paid us to deliver the item”.

Perhaps that is why Auspost claims they have delivered items when the real recipient hasn’t received the item.

Just a strategy so Auspost can pretend they are meeting their obligations.

Passports disappearing whilst in the care of a service provider should be thoroughly investigated by the Federal Police and not just added to your 5% failure rate.


Alessandro Cannarsi 

Australia Post excuses, excuses.

Where is our parcel. My wife can't travel. My child won't be able to see his grandparents for Christmas and it's your fault.

You're almost asking me to understand your internal processes why you should be the ones understanding the distress you're causing us and taking action.

How would you feel if you couldn't go home for Christmas?

10 business days to investigate is a joke, this is not a case of murder or international crime, get real... we can't wait that long, have you read and understood my post?

Stop wasting time with cookie cutter answers and roll up your sleeves and get to work.

Where is the parcel, when are you going to deliver?


Australia Post

As stated previously, an investigation is open for the sender and once a resolution has been found, the sender will be contacted and provided this. At this stage there is no further information I can provide you regarding the urgent item your wife requires. - Matt


Alessandro Cannarsi

Don't you have an escalation process by which we can speed up this investigation to 1-2 days? Just suggesting solutions, something you don't seem trained to do:


Robyn Dillon

So 3,000,000 articles a day means that Auspost can loose 150,000 articles every day and they have met their obligations. Scary stuff but also outrageous.


Australia Post

Alessandro, I have never given you any excuses.


I have simply stated the facts of our process.

There is an escalation process in place.

However, unfortunately, your particular case does not fall under the criteria for an escalated investigation.

If there were other possible solutions, I would suggest them.
I'm sorry but we cannot help any further via Facebook.

As stated previously, the sender's case is in place, we are currently investigating and will provide an outcome once the investigation has come to an end.

Have a great evening and a great week.

- Casey


Alessandro Cannarsi 

If you don't think schooling a customer about your 10 days escalation process when you are obviously at fault and creating serious problems is an excuse, there is nothing I can do to explain to you what a normal service looks like.

When my clients have a concern with my work I do whatever I can to fix it and keep them updated at least daily, and I surely don't go back to them telling them that the process takes 10 days and they should just wait.

Why?

Because I understand the concern I am causing them.

May I know who is the manager in charge of this case and what are the criteria for escalation, because if losing a passport and not knowing where a parcel is 21 days after it was posted doesn't fulfil these criteria I can't understand what would.


Australia Post

Whilst I appreciate your stance on this situation, I have provided factual information about the processes of our investigations. I'm sorry that you feel this is an excuse.

Our Back Office team are in charge of this case.
 
Escalations for passports will only be applied if you are planning to travel within the next 7 business days.
 
Unfortunately you will need to wait until the investigation has come to an end.
- Casey


Australia Post 

Hi Jennifer,
So I can look into this for you, can I please have your tracking number?
- Suma


Australia Post 

Hi Kristy,
Apologies for that. Do you have the case number for me? I'd be happy to look into this for you.
- Suma