Astealya Post - Rip Off Rates, Ripping Off the Parcels. And Fahour gets $4.8 million and the exec - $20 million in bonuses.

From the Facebook Fan Club:


This is all in one thread.


Soon Leftover Tea-oh

Fantastic service from AusPost again! Not even an attempted delivery and no collection notice left. I'm sure if you showed the seconds, the driver would've been breaking the speed limit to get it from my house to the post office. Whoever is in charge of deliveries should be fired for allowing this to happen regularly. EA237050093CN

Awaiting Collection at HEIDELBERG WEST POST SHOP
8:31am Thu 20 Oct Heidelberg West, VIC
In transit

8:31am Thu 20 Oct Heidelberg West, VIC
Attempted delivery - redirected to Post Office

8:31am Thu 20 Oct Heidelberg West, VIC
With Australia Post for delivery today

5:53am Thu 20 Oct Thomastown, VIC

At least the people at the post office were nice and didn't require the collection note that I didn't receive.


Australia Post

Hi there,
The scans really do seem to show that the driver took the parcel straight to the post office. We can look into this, if you'd like to fill out your details here http://auspo.st/1JMange
We'll need your name and address. Once you've done this, send through the case number and we'll take it from there.
Rhonda
My Support - Australia Post
auspost.com.au


Soon Leftover Tea-oh


case number: 07797075
While I appreciate the fast response, I'm fully expecting to get a canned response like the last time I didn't get a package because it was returned to sender when the address was correct according to the sender.


Australia Post

Would you please add your address to the case and let me know once you've done that? If you want to send me a private message, I'll update the details for you.
Rhonda


Soon Leftover Tea-oh

not sure what system you're using, but to create the case, it required me to enter my delivery address already. I just opened it up and it's in the top left of the case screen. But I've added it in the comments as well. Hope the driver gets a kick up the bum and an official warning on his record.


Australia Post

Thanks for doing that. I've contacted the delivery centre and we should have a reply by Monday. If you'd like to get back in touch with us then, we can let you know what the delivery centre had to say.
Rhonda


Australia Post

The case will be updated but the staff that work on these cases won't be in touch with you for at least 10 business days. That's our standard response time and things are very busy right now.
I was offering to check the case for you so you got an quick response but I'll it up to you, of course....See More


Australia Post

Just through Facebook, we're here! - Rhonda


Da Yuehan

Australia Post and when she fills out that online form, I'll tell you what will happen..... nothing!


Soon Leftover Tea-oh

Australia Post it's Monday! looking forward to a reply!


Australia Post

Hi Soon,
I can see someone called you this morning regarding this, is that correct? ...See More


Soon Leftover Tea-oh

I got a call from someone, but wasn't able to hear anything. might've been you guys...


Australia Post

Hi Soon,
The notes on the case indicate your article has now been received....See More


Soon Leftover Tea-oh

haha. typical. I understand I'm talking to 2 new people, but the least you could do is actually read and understand the complaint. The problem was never about not receiving the parcel. It was about the fact that delivery was never attempted, so I never got a "Missed delivery" note which is the category I submitted the issue under. What's the point of even having that category if you're just going to ask if we got the package in the end? The problem is that you're not following up with the delivery drivers who FAIL TO ATTEMPT DELIVERY. My question/complaint was to ask you why delivery wasn't even attempted. Looks like it's not just delivery drivers who don't do their job properly at AusPost...


Australia Post

Hi Soon, I have read through the comments and gone through your case and can see your complaint about the non-delivery has been forwarded to the relevant delivery centre, who will ensure all delivery attempts will be made in the future. - Johnny


Soon Leftover Tea-oh

thanks. that's all I ask. Though, I would like at least 1 free redelivery attempt. Or be able to specify a 1-2hr timeframe for delivery. That'd be nice.


Australia Post

Hi Soon,
Unfortunately, although we want to make sure you don't have any troubles in future, we can't offer a redelivery in your circumstance.
The reason we can't provide a specific time frame for delivery is because it would not be accurate enough to warrant the service itself. Deliveries vary on many different factors including weather, traffic and most importantly the extra time taken when people aren't home to accept their deliveries etc.
- Cam


Soon Leftover Tea-oh

yes, yes. I know all the reasons. I wasn't just talking about my circumstances. I was talking about as a general policy, it would be nice. I know u guys aren't capable of it - unlike some overseas companies. It's too bad. :(


Australia Post

Hi Soon,
I completely understand your frustration how the driver did not attempt delivery in the first instance and the inconvenience that was caused in general, regrettably because Australia Post is a national mail delivery company and not a courier company as such, redelivery is not really an option at this point in time.
I agree with your sentiments, however it is not practical to do in general. We have taken steps to re-educate the driver and ensure that all attempts at delivery are acted on in accordance with our processes which include knocking on the door and calling out and waiting there for at least a minute and if no-one is home to collect the parcel we will then leave a card to pick up at a post office or with the location of where the parcel has been safedropped if the parcel does not require a signature and there is a suitable and safe place to leave the parcel that is not visible from the street.
Your idea is a very good idea and hopefully in time we might be able to implement something like that, we do have trials of new ideas and plans every now and then, however it is currently not a practical thing for us to do given our current national delivery processes.
-Kristy


Paul Evans

TO AUSTRALIA POST,
STOP APOLOGIZING 100,000 times per year, and just resolve these problems permanently.


Paul Evans

Australia Post
5,000 happy customers
100,000 Complaints


John Duff

Many thanks must go out to Australia Post today for their usual service (that's a little sarcasm in case you missed it). Today it has cost me another $112 in replacing/refunding lost orders for customers. Seems to be a regular occurrence these days for quite a few people and businesses, myself included.
Before you send the usual rhetoric Australia Post, no... I don't have tracking numbers... Save the polished facade of assistance and just fix the problem.


Lisa Swift

I'm with you John Duff, I sell on ebay, etsy, and have a website. I've refunded or re sent most of Septembers orders. I'll go broke at this rate. I was encouraged to open a business account, as if the parcels would arrive any quicker. Something is going on, I hope it gets fixed before next month.


John Duff

Hi Lisa - I 'liked' your post... but there's nothing in what you said to actually like. The $112 is just today's refunds for me, but I'm expecting more soon (especially the one that has taken 42 days to travel 100km). Best of luck with your business and I hope you float through this mess :)


Australia Post

Hi John, it sounds like a difficult situation and one we might be able to help with. To fix a problem I'd have to know the cause, and this requires me to investigate the matter by that tracking number. That number tells the 'when' and 'where' about our parcels. If you have the time, please log a case with all your details via our online portal, auspost.com.au/portal/#/login. -Mike
My Support - Australia Post
auspost.com.au


John Duff

Thanks Mike, a kind offer - but as previously mentioned in a post, a pointless one. Believe it or not, not everything is sent with a tracking number and to post out a $3 item, or even a $10 item with tracking raises the price for customers to "too much"... I'm not interested in 'where' the items are; I'm interested in how to stem the flood of missing postal deliveries. Of course, the solution to Australia Post is "what's the tracking number?", but that only band-aides the problem, not fixes the ailment. I believe from a previous post that it could be the automated machines, or the bar-codes... Guess what? That tells me that the automatic system is NOT working - time to turf it and get something that does work (hey, what about people! That's a novel idea!). Apologies for my critical view of Australia Post, but service is not getting any better and it really, REALLY needs to. The problems to the end-customer (ie: US, your customers) are too big for discussion via Facebook messages, but hopefully SOMEone there will take note of any and all criticisms here and ask the necessary question to start it all off..."What is going ON here??!!??"



Australia Post

Thanks John, I can appreciate this puts you in a difficult spot, especially in regard to refunds for your customers. Logging a case with one of our team over the phone is another option for you if you would like to discuss further. This might provide some grounds for investigation and I hope we can try to help you John.
-Mike


John Duff

Thanks Mike, but it's still not an option... I will just receive the "Sorry, no number?... we can't do anything" response. It's also not the point I'm trying to make, which seems to be an elusive part of my text that Australia Post cannot see through their rose coloured glasses. I'll try again and, the point is this - Why are so many posted items going missing? Why, in the last 12 months have MY (and for all I know, everyone else) deliveries gone from around a half % missing/late (or less) to 8 to 10% missing/late? Why have deliveries gone from between 2 and 5 days to between 5 and 60 days???


Australia Post Hi John,

If I had the answer to that then that would definitely fix the issue, there are so many possibilities of why this could happen as we process thousands of parcels and hand hundreds of facilities. Undeliverable parcels should go to the Dead Letter Office and they are listed under a description so it can be like finding a needle in a haystack. We have to wait two weeks after the item has been sent before we can search it.
Priscila


Lisa Swift

Just to chime in here, Two more parcels sent in the beginning of September to the US refunded this morning $65 One parcel sent from NSW to Victoria on the 5th refunded this morning $26 Item not received. Very concerning as we go into the busy holiday season. Please get it sorted!


John Duff

That's not good for a business :( The good news for Australia Post is that I'm now sending everything with signature on delivery - the bad news is that my customers are now paying $3.50 extra, and I have added an extra 3 minutes to each order processing times.


Australia Post

Hi John, it sounds like you're definitely doing your best. Signature on delivery is a great add-on, Extra Cover for that matter too, if you're sending valuable items. Can I please ask which service you are using? -Mike


John Duff

Of course, signature is not as good as Express Post though... which in turn is not as good as a chartered helicopter to hand deliver everything... Where does it end? and why do we need the extra cover in the first place? I'm only using it to prove to my customers that their order has been sent and that any problems they have with items not arriving is completely an Australia Post issue. At least then, it won't cost me for the replacement orders.


Australia Post

Hi John,
I know you don't want to have to pay extra for Extra Cover but it's only $1.50 per $100 which I know adds up but it's always better to be safe than sorry. I would never go overseas without travel insurance even though the chances of my luggage being lost is quite low so that's another way to look at it.
Priscila


Liesl Tziolis

Exactly the same has happened to me with business samples going to David Jones - I suspect someone is stealing them. I didn't send with signature but apparently someone signed for them today but the addressee has not received them.


John Duff

So the answer is to throw more money at the problem? It makes very little sense to take a product and increase the postage quotient of it from 62% of the sale price and increase it to 69%... Postage related costs are already my single biggest expense - even outstripping raw material supplies and taxes COMBINED! I don't need to add to the postal expenses even more.


Australia Post

Hi Lisa,
We are all working very hard to prepare for the upcoming Peak Christmas Period and we certainly do our very best to deliver all parcels on time....See More
Help & support
auspost.com.au


Karen Cassidy

Makes no difference if you do have tracking John Duff.....They still lost it or take up to 14 to deliver from Brisbane to Sydney........All tracking does is actually show you how painfully in competent Aust Post is. I had a parcel go 12ks to Aust post facility....then disappear !! Another took 4 days to go 17 ks to a facility and a further 10 days on is STILL UNDELIVERED !!



Australia Post

Hi Liesl,
I've replied to your original wall post.
- Huon