The great Australia Post Insurance Scam
Follow the conversation and look for the scam that is being pulled and used by the management and staff of Australia Post - where they deny you common law rights payment for the loss and or damage to your product, that you paid them to deliver.
I highlighted this in yellow.
Just wanted to advise you that I will not be a returning customer.
It was bad enough that I have had one bad experience, but yet ANOTHER today. Two bad experiences in less than 14 days.
I sent a $110 parcel (including shipping. Why I bothered paying nearly $30 in postage is beyond me) two Friday's ago, and I paid extra to have the recipient of the parcel sign for it. Funny how it was signed for by some unknown person at another address. Delivery driver is now refusing to continue going back to the house he delivered it too, to collect the parcel I sent. So instead, your company wants to hush hush me, and give me a lousy $50 compensation. That doesn't even cover what I paid for one of the items in the parcel!
Okay, fine. I'd accepted that your company was pretty crappy after that.
But just 10 minutes ago, I had a REGISTERED POST item delivered to my door. My brother in-law asked him "You need her to sign for it, right?" and YOUR DELIVERY DRIVER SAID "Nah, it's cool. You can sign for it". No, it's not cool. It's my mail, and it's for ME to sign.
ARE YOU JOKING? I had accepted the "human error" excuse that they gave me about the parcel I sent less than two weeks ago, but the $118 dollar Ticketek tickets that just arrived, I won't accept human error as a excuse for allowing someone to sign for my mail.
One thing I am grateful for, is that at least today's delivery driver got the right house.
Sorry, but I will privately courier my mail from now on. If you won't teach your staff to do their job properly, then you won't have my family or myself using your company any further.
Links to couriers, and Small Claims Tribunals:
ACT http://www.acat.act.gov.au/
NSW http://www.cttt.nsw.gov.au/default.html
NT http://www.nt.gov.au/justice/ntmc/small_claims.shtml
SA http://www.courts.sa.gov.au/RepresentYourself/CivilClaims/Pages/default.aspx
TAS http://www.magistratescourt.tas.gov.au/practice_and_procedure/civil_actions/minor_civil_claims
VIC http://www.vcat.vic.gov.au/
WA http://www.sat.justice.wa.gov.au/
http://www.yellowpages.com.au/search/listings?clue=courier+services
https://www.google.com.au/search?q=Courier+services&num=50&source=lnt&tbs=ctr:countryAU&cr=countryAU&sa=X&ei=1k37UbftE8XXkgXZooBg&ved=0CBcQpwUoAQ&biw=939&bih=399
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
This guy just nails the whole total fuck up of an experience and how many "not smart enough to give a shit" type people you have to deal with in Australia Post - especially when they steal 40 out of the 1000 parcels that you sent.
http://www.logictivity.com/blog/australia-post-can-pull-up-its-socks/
My office had sent out over 1000 registered parcels containing valuable and time-sensitive items. Forty or so went missing. We called Australia Post to check.
After waiting for ten minutes on hold, the postal operator said that she could only look-up one serial number at a time. We would have to hang-up and call forty times to check on the missing items.
If we average ten minutes, that amounts to a full day’s work, for something that should take 10 seconds x 40 numbers, which comes to less than seven minutes.
Upon complaining to the supervisor, we were told to send a fax, detailing the missing items. After repeated calls and letters over many weeks, they replied saying that they cannot look up 40 numbers because they do not have the time (seven minutes) for such things.
Yet it seems that they had the time to take my money for a thousand 3-kilo bags at approximately $8 per bag, each carrying half a kilo; so I paid for 2.5 kilos that I never used (no doubt landing them a huge profit).
On top of that, I purchased the additional ‘Registered’ service with insurance (which is nothing more than a sticker in terms of cost for Australia Post). In all, they made a packet. That added another $2000 or so to the expense, not counting the contents (books and videos) worth hundreds per parcel.
When it came time to query why they lost my important parcels, whose disappearance caused me to lose opportunities, they did not care. I escalated the matter to their managers (plural) and legal officers, who snubbed my company and our request. It took over one year of effort, because we started to fight the issue on principle.
Being a government instrumentality, they were under the assumption that I could not sue them. In truth, many lawyers with whom I spoke were also under this impression. Legal experts advised me that there was nothing I could do. I persisted and pursued legal avenues, and won, because it was essentially unethical and wrong.
Australia Post made my case easier because they had sent a defence lawyer who did not know what he was talking about. I had previously given them every argument in the hope that they would see the error of their ways. No-one paid attention. It was arrogance in full flight. How sad.
During the hearing, the Australia Post lawyer had the gall to say that I was cheating the system because I had purchased a national 3 kg red bag, and used it to send parcels from Sydney to Perth. He estimated that if I were to send the parcels via regular post, I would have had to pay $9 instead of the $8 I paid per bag (plus $1.50 or so in registration).
You can see why I was fighting on principle. A national bag, is a national bag. The fact that 10 out of the 1000 I purchased had gone from Sydney to Perth, was turned against me as if I am abusing the system.
My reply reminded my friend that I would be happy to pay him the ten dollars difference if he, in turn, would pay me for 2.5 kg that I never used as part of the 1000 bags that I purchased. The bally cheek!
Besides, he was comparing what it would have cost if I had used regular post from Sydney to Perth. The silly man should have known, had he read his brief, that 700 or so bags went to Sydney CBD and Metro areas. Using his logic, and using regular post, that would have cost me $5.70 for 20 kg. Yet I paid him $9.50 for half a kilo. How’s that for a lopsided argument. Who’s abusing who now?
Australia Post’s second argument was that they had lost the parcels, and they admitted to this, but they denied responsibility. Apparently, I was not supposed to have placed the ‘registration’ stickers onto the red bags.
The Member hearing our case asked, ‘And how is a customer supposed to know that the registration stickers are not to be used in conjunction with the red bags, considering that the registration stickers are promoted as a service that can be used on any parcel?’ In response, and with contempt, the lawyer pulled out a massive legal binder and pointed to some gobbledygook like Statute 7s Subsection 5 of Clause b5a.2.3.6 of the Act of 1972 as amended 1987 with Parliamentary blah blah blah.
‘And are these legal binders available at point of sale, to warn customers of this rule?’ asked the Member. The lawyer replied, ‘No, but the statute is available on the Internet.’ To which the Member asked if an Internet connection and computer are made available at point of sale. The lawyer retreated and sat down.
All along, during the many months of correspondence, Australia Post kept insisting that the registration stickers cannot be used on the red bags. I would not be telling you this story if it were not for the recent innovation at Australia Post, which not only promotes the use of the stickers on the red bags, but has the impertinence to print this fact on the bag itself, and provides a rectangular area within which to place the sticker!
Yet, all along, they made out that I was doing the wrong thing, despite taking my money and saying nothing about it! If the registration of 1000 red bags was null and void, perhaps I should have sued for a refund, due to their admitting that registration was not acknowledged, which means that I had paid for a service that they did not deliver. The bally cheek.
What can we learn from this? Don’t take money, promise a service, provide a phone number, keep people waiting ten minutes, and then say that you can’t help them.
When a client escalates the matter to a supervisor, it would be a good idea to wonder why someone feels that the matter needs extra attention.
When the client escalates the matter to the regional management team, it’s time to engage some brain cells.
When a client enters into correspondence with your legal officers, and furnishes a thirty-page report, it’s time to sit up and pay attention.
When the client sends you a summons to appear at a hearing, it’s time that someone reads the brief and nibs the jolly thing in the bud because the facts are plain for all to see.
Pomposity and snobbery towards a client who is one of the largest clients in the district, does not augur well in front of an impartial judge who will only wonder how an organisation the size of Australia Post can treat customers so poorly, and wonder how the many layers of management could not make a decision to rectify an obvious failing.
No-one begrudges Australia Post for losing some items (that’s if they were not stolen by unethical staff), but when the company mistreats its clients, who keep it in business, then it had better reconsider its statement of ethics, which says, ‘Australia Post is committed to conducting its business with integrity, honesty, fairness and in compliance with all relevant laws, regulations, codes, corporate policies and procedures.’
I highlighted this in yellow.
Just wanted to advise you that I will not be a returning customer.
It was bad enough that I have had one bad experience, but yet ANOTHER today. Two bad experiences in less than 14 days.
I sent a $110 parcel (including shipping. Why I bothered paying nearly $30 in postage is beyond me) two Friday's ago, and I paid extra to have the recipient of the parcel sign for it. Funny how it was signed for by some unknown person at another address. Delivery driver is now refusing to continue going back to the house he delivered it too, to collect the parcel I sent. So instead, your company wants to hush hush me, and give me a lousy $50 compensation. That doesn't even cover what I paid for one of the items in the parcel!
Okay, fine. I'd accepted that your company was pretty crappy after that.
But just 10 minutes ago, I had a REGISTERED POST item delivered to my door. My brother in-law asked him "You need her to sign for it, right?" and YOUR DELIVERY DRIVER SAID "Nah, it's cool. You can sign for it". No, it's not cool. It's my mail, and it's for ME to sign.
ARE YOU JOKING? I had accepted the "human error" excuse that they gave me about the parcel I sent less than two weeks ago, but the $118 dollar Ticketek tickets that just arrived, I won't accept human error as a excuse for allowing someone to sign for my mail.
One thing I am grateful for, is that at least today's delivery driver got the right house.
Sorry, but I will privately courier my mail from now on. If you won't teach your staff to do their job properly, then you won't have my family or myself using your company any further.
Links to couriers, and Small Claims Tribunals:
ACT http://www.acat.act.gov.au/
NSW http://www.cttt.nsw.gov.au/default.html
NT http://www.nt.gov.au/justice/ntmc/small_claims.shtml
SA http://www.courts.sa.gov.au/RepresentYourself/CivilClaims/Pages/default.aspx
TAS http://www.magistratescourt.tas.gov.au/practice_and_procedure/civil_actions/minor_civil_claims
VIC http://www.vcat.vic.gov.au/
WA http://www.sat.justice.wa.gov.au/
http://www.yellowpages.com.au/search/listings?clue=courier+services
https://www.google.com.au/search?q=Courier+services&num=50&source=lnt&tbs=ctr:countryAU&cr=countryAU&sa=X&ei=1k37UbftE8XXkgXZooBg&ved=0CBcQpwUoAQ&biw=939&bih=399
Sharn Lindsey Rossborough-Hill Absolutely. Like I said, I will be going through couriers from now on. They won't be getting my money or my families money. I have strongly encouraged my family and friends to do the same with their mail. Unfortunately, word spreads and it spreads fast. One unhappy customer turns into a group of them.
Thankyou for responding.
Australia Post Hi Sharn,
Sorry to hear the bad experiences you’ve recently had with us and have chosen to no longer use our service
I do apologise that you are unhappy with the outcome of the investigation of the item being delivered incorrectly. We are unable to compensate for the entire amount unless extra cover had been purchased when the item was sent.
Retrieving a signature upon delivery can be from any responsible resident from the address listed on the parcel, I can confirm that it does not need to be from the receiver.
I understand this is not the response you wanted to hear, these are our policies though. Please let me know if there’s anything else I can do for you.
Priscila- Sharn Lindsey Rossborough-Hill And that would be fine, Priscilla, if the parcel hadve actually been delivered to the address listed on the parcel. However, your driver has delivered it elsewhere, and now is refusing to retrieve it.
Sorry, not good enough, and probably not the response you wanted to hear. - Australia Post Hi Sharn,
I understand where you’re coming from and that definitely should not be happening. The matter would have been followed up with the staff involved and any necessary action would have been taken.
Priscila - Sharn Lindsey Rossborough-Hill Unfortunately, I can't even report back positively about that.
I had to ring on 5 different occasions for any action to be taken, your staff had to ask me what I'd like noted down, all 5 staff members I spoke to had different time frames that it would take to resolve the issue (starting from "About 24 hours" to the last saying "You have to wait 10 days".
Two staff members were rude to me, one even yelling over the top of me on the phone as I tried to speak.
The delivery centre never rang me as I was told they would to discuss the issue further. The delivery centre wrote a note on the file saying the driver was being sent back to the house to recover the goods, and he has refused to do so.
One staff member told me that the contents of the satchel/parcel bag that I had sent were "not important" or a "priority".
Sorry, again probably not something you want to hear, but I think someone high up in your company deserves to know how your staff are treating their issues and their loyal customers, and other customers who are on your Facebook page deserve to know too.
I've been a customer for 8 years, and had a business that used Australia Post to ship products all over Australia for 5 years, so you have made your fair share of money from me, and this in return is how I am treated.
Unfortunately, I don't think anything you can say, has been done properly, or that goes with your policies, and not against them.
Sorry to tell you... - Australia Post Hey Sharn,
I am sorry to hear you feel that way. I understand why you would be upset especially since you have been told different information and had received bad customer service.
Do you have any reference numbers from the last time you had contact us?
I’ll be happy to update the files with the information you have provided.
Priscila - Sharn Lindsey Rossborough-Hill No thankyou. The ombudsman is taking over my case for me.
This post was made for Australia Post and their customers to be made aware of the staffs poor customer service skills, and lack of properly trained staff that the company has working for them. 
Bozo Thee Ceo The customer service here is like great anal sex with a strap on - only they use a cactus.- Sharn Lindsey Rossborough-Hill Also I may add, that I was due to receive a call back in regards to my compensation claim today, the 19th of August.
I'm still waiting for that call. It's 4:37pm. I'm doubtful. 
Matthew Hill Why, Australia Post, would you offer only $50 when you have already admitted fault to losing the parcel (worth $80, plus express postage of $30) ? Your driver should be docked pay immediately and reimbursement made to Sharn.
Why should a client, Sharn, need extra cover ? It has already been determined that your employee/contractor was at fault. Australia Post are liable through their negligence.- Sharn Lindsey Rossborough-Hill But apparently I must pay for insurance?
Insurance for what? To make sure their employee does their job properly? - Bozo Thee Ceo Read my write up on the DUTY OF CARE... they are legally liable for incurring the debt from the loss of your package, irrepespective of whether you paid for insurance or not. In short it's a scam.
- Sharn Lindsey Rossborough-Hill I'm sure the ombudsman will be happy to help me further with my claim for my losses. I won't be letting this go until serious action is taken.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
This guy just nails the whole total fuck up of an experience and how many "not smart enough to give a shit" type people you have to deal with in Australia Post - especially when they steal 40 out of the 1000 parcels that you sent.
http://www.logictivity.com/blog/australia-post-can-pull-up-its-socks/
Australia Post can pull up its socks
My office had sent out over 1000 registered parcels containing valuable and time-sensitive items. Forty or so went missing. We called Australia Post to check.
After waiting for ten minutes on hold, the postal operator said that she could only look-up one serial number at a time. We would have to hang-up and call forty times to check on the missing items.
If we average ten minutes, that amounts to a full day’s work, for something that should take 10 seconds x 40 numbers, which comes to less than seven minutes.
Upon complaining to the supervisor, we were told to send a fax, detailing the missing items. After repeated calls and letters over many weeks, they replied saying that they cannot look up 40 numbers because they do not have the time (seven minutes) for such things.
Yet it seems that they had the time to take my money for a thousand 3-kilo bags at approximately $8 per bag, each carrying half a kilo; so I paid for 2.5 kilos that I never used (no doubt landing them a huge profit).
On top of that, I purchased the additional ‘Registered’ service with insurance (which is nothing more than a sticker in terms of cost for Australia Post). In all, they made a packet. That added another $2000 or so to the expense, not counting the contents (books and videos) worth hundreds per parcel.
When it came time to query why they lost my important parcels, whose disappearance caused me to lose opportunities, they did not care. I escalated the matter to their managers (plural) and legal officers, who snubbed my company and our request. It took over one year of effort, because we started to fight the issue on principle.
Being a government instrumentality, they were under the assumption that I could not sue them. In truth, many lawyers with whom I spoke were also under this impression. Legal experts advised me that there was nothing I could do. I persisted and pursued legal avenues, and won, because it was essentially unethical and wrong.
Australia Post made my case easier because they had sent a defence lawyer who did not know what he was talking about. I had previously given them every argument in the hope that they would see the error of their ways. No-one paid attention. It was arrogance in full flight. How sad.
During the hearing, the Australia Post lawyer had the gall to say that I was cheating the system because I had purchased a national 3 kg red bag, and used it to send parcels from Sydney to Perth. He estimated that if I were to send the parcels via regular post, I would have had to pay $9 instead of the $8 I paid per bag (plus $1.50 or so in registration).
You can see why I was fighting on principle. A national bag, is a national bag. The fact that 10 out of the 1000 I purchased had gone from Sydney to Perth, was turned against me as if I am abusing the system.
My reply reminded my friend that I would be happy to pay him the ten dollars difference if he, in turn, would pay me for 2.5 kg that I never used as part of the 1000 bags that I purchased. The bally cheek!
Besides, he was comparing what it would have cost if I had used regular post from Sydney to Perth. The silly man should have known, had he read his brief, that 700 or so bags went to Sydney CBD and Metro areas. Using his logic, and using regular post, that would have cost me $5.70 for 20 kg. Yet I paid him $9.50 for half a kilo. How’s that for a lopsided argument. Who’s abusing who now?
Australia Post’s second argument was that they had lost the parcels, and they admitted to this, but they denied responsibility. Apparently, I was not supposed to have placed the ‘registration’ stickers onto the red bags.
The Member hearing our case asked, ‘And how is a customer supposed to know that the registration stickers are not to be used in conjunction with the red bags, considering that the registration stickers are promoted as a service that can be used on any parcel?’ In response, and with contempt, the lawyer pulled out a massive legal binder and pointed to some gobbledygook like Statute 7s Subsection 5 of Clause b5a.2.3.6 of the Act of 1972 as amended 1987 with Parliamentary blah blah blah.
‘And are these legal binders available at point of sale, to warn customers of this rule?’ asked the Member. The lawyer replied, ‘No, but the statute is available on the Internet.’ To which the Member asked if an Internet connection and computer are made available at point of sale. The lawyer retreated and sat down.
All along, during the many months of correspondence, Australia Post kept insisting that the registration stickers cannot be used on the red bags. I would not be telling you this story if it were not for the recent innovation at Australia Post, which not only promotes the use of the stickers on the red bags, but has the impertinence to print this fact on the bag itself, and provides a rectangular area within which to place the sticker!
Yet, all along, they made out that I was doing the wrong thing, despite taking my money and saying nothing about it! If the registration of 1000 red bags was null and void, perhaps I should have sued for a refund, due to their admitting that registration was not acknowledged, which means that I had paid for a service that they did not deliver. The bally cheek.
What can we learn from this? Don’t take money, promise a service, provide a phone number, keep people waiting ten minutes, and then say that you can’t help them.
When a client escalates the matter to a supervisor, it would be a good idea to wonder why someone feels that the matter needs extra attention.
When the client escalates the matter to the regional management team, it’s time to engage some brain cells.
When a client enters into correspondence with your legal officers, and furnishes a thirty-page report, it’s time to sit up and pay attention.
When the client sends you a summons to appear at a hearing, it’s time that someone reads the brief and nibs the jolly thing in the bud because the facts are plain for all to see.
Pomposity and snobbery towards a client who is one of the largest clients in the district, does not augur well in front of an impartial judge who will only wonder how an organisation the size of Australia Post can treat customers so poorly, and wonder how the many layers of management could not make a decision to rectify an obvious failing.
No-one begrudges Australia Post for losing some items (that’s if they were not stolen by unethical staff), but when the company mistreats its clients, who keep it in business, then it had better reconsider its statement of ethics, which says, ‘Australia Post is committed to conducting its business with integrity, honesty, fairness and in compliance with all relevant laws, regulations, codes, corporate policies and procedures.’
Comments
Post a Comment