[PDF] Review of Australia Post complaints about carding, Safe Drop and PDF review-of-australia-post-complaints.pdf

requirements Australia Post introduced a process for delivery contractors to leave notification cards under a recipient's door or letterbox, in an attempt to provide

Australia Post may require a mail room or a mail locker for the use of postal delivery officers Numbering of mail boxes Australia Post delivers only into mail boxes that display approved numbers Single mail box The street number prominently displayed on the box below the aperture

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The minimum internal dimensions of a mail box should be 330mm x 230mm x 160mm high Horizontal apertures should be at least 230mm x 30mm and 130mm above the base of the internal space Vertical apertures should be at least 330mm x 30mm and 40mm above the base of the internal space

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Australia Post Digital Mailbox) and financial and identity verification services; and public policy issues regarding the requirements of the CSO and the means

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The Australian Postal Corporation (Performance Standards) Regulations Mailbox; • Parcels and Express Services (PES)3, including international letters as

[PDF] Review of Australia Post complaints about carding, Safe Drop and

requirements Australia Post introduced a process for delivery contractors to leave notification cards under a recipient's door or letterbox, in an attempt to provide

[PDF] unsolicited and unaddressed advertising material - P2 InfoHouse

is unsolicited and addressed advertising material that Australia Post delivers The Distribution Standards Board is the self-regulatory arm of the Australian If your mailbox has a 'No advertising material' label, junk mail may not be placed in

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Australia Post continues to play in essential service delivery, 4 2 Current CSO requirements under the Postal Corporation Act 78 4 3 The group mailbox to collect mail and parcels

Review of Australia Post complaints

about carding, Safe Drop and compensation

REPORT ON THE IMPACT OF AUSTRALIA POST'S

IMPLEMENTATION OF OMBUDSMAN RECOMMENDATIONS

AND OTHER ACTION

April 2018

Report by the Commonwealth Ombudsman,

Michael Manthorpe, under the Ombudsman Act 1976

REPORT NO. 01|2018

Executive summary .................................................................................. 1

Recommendations ...................................................................................................... 2

Carding .................................................................................................................................. 2

Safe Drop .............................................................................................................................. 2

Compensation ...................................................................................................................... 2

Complaint handling .............................................................................................................. 3

Part 1: Background, scope and concurrent reviews ....................... 5

Background .................................................................................................................. 5

Scope ............................................................................................................................ 5

Concurrent reviews of Australia Post ....................................................................... 6

Australian National Audit Office ......................................................................................... 6

Australia Small Business and Family Enterprise Ombudsman .................................... 7 Part 2: Postal Industry Ombudsman .................................................. 7 Part 3: Changing postal delivery landscape ..................................... 7

Part 4: Australia Post ............................................................................ 9

Reserved and non-reserved services .................................................................... 10

................................................... 10

Use of contractors in the delivery process ............................................................ 11

The delivery process ................................................................................................. 11

Parcel facilities ................................................................................................................... 11

Parcel delivery centres...................................................................................................... 12

Undeliverable items ........................................................................................................... 12

Part 5: CardingUse of notification cards ..................................... 13

Not all addresses are suitable for delivery ............................................................ 17

Complaints about carding ........................................................................................ 18

Search processes...................................................................................................... 19

Conclusions about carding ...................................................................................... 20

Part 6: Safe Drop ................................................................................. 20

Complaints about Safe Drop ................................................................................... 23

Conclusions about Safe Drop ................................................................................. 25

Part 7: Compensation ......................................................................... 25

Complaints about compensation ............................................................................ 29

Conclusions about compensation ........................................................................... 33

Part 8: Complaint-handling ................................................................ 34

Making a complaint ................................................................................................... 34

Complaining to Australia Post ................................................................................. 35

Complaint numbers ................................................................................................... 36

Comparison with Royal Mail .................................................................................... 37

......................................................... 38

Contacts .............................................................................................................................. 39

Training and supervision of complaint-handlers and contact staff .................... 40

handling of complaints .............................................................................................. 41

Second chance transfer .................................................................................................... 42

Common issues raised in complaints about complaint-handling ............................... 43

Conclusion about complaint-handling .................................................................... 44

Part 9: Conclusions ............................................................................ 47 Appendix 1: Glossary ............................................................................ 48 Appendix 2: Compensation available in other Commonwealth

jurisdictions ............................................................................................ 50

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[PDF] [PDF] Review of Australia Post complaints about carding, Safe Drop and

[PDF] Appendix 2 - Street Mail Service Conditions of Delivery - Australia Post