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[PDF] Review of Australia Post complaints about carding, Safe Drop and
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Review of Australia Post complaints
about carding, Safe Drop and compensationREPORT 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
CONTENTS
Executive summary .................................................................................. 1
Recommendations ...................................................................................................... 2
Carding .................................................................................................................................. 2
Safe Drop .............................................................................................................................. 2
Compensation ...................................................................................................................... 2
Complaint handling .............................................................................................................. 3
Part 1: Background, scope and concurrent reviews ....................... 5Background .................................................................................................................. 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 ..................................... 7Part 4: Australia Post ............................................................................ 9
Reserved and non-reserved services .................................................................... 10
................................................... 10Use 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 ..................................... 13Not 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 ......................................................................... 25Complaints about compensation ............................................................................ 29
Conclusions about compensation ........................................................................... 33
Part 8: Complaint-handling ................................................................ 34Making a complaint ................................................................................................... 34
Complaining to Australia Post ................................................................................. 35
Complaint numbers ................................................................................................... 36
Comparison with Royal Mail .................................................................................... 37
......................................................... 38Contacts .............................................................................................................................. 39
Training and supervision of complaint-handlers and contact staff .................... 40handling of complaints .............................................................................................. 41
Second chance transfer .................................................................................................... 42
Common issues raised in complaints about complaint-handling ............................... 43Conclusion about complaint-handling .................................................................... 44
Part 9: Conclusions ............................................................................ 47 Appendix 1: Glossary ............................................................................ 48 Appendix 2: Compensation available in other Commonwealthjurisdictions ............................................................................................ 50
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