Complaints about Australia Post and options to pursue

arislan on 29/01/2018 - 13:57

So long story short, Aus Post stuff up an international delivery where I'm the receiver from a Japan Post parcel. The item was bouncing around in their processing center in NSW. I called them up and they acknowledge that it was an issue, said they'll track it down so I can go pick it up or get it redelivered. Says it will take 10 business days. Raised me a case id

20 business days later I called back and they said they have returned the item back to sender and longer their problem. They said the did that 2 days after my case ID. So I said, WTF and they said well their automated system is separate from their case investigation team and automatically redirected the parcel back before their "human" team could take a look. Buuuut anyhoo now that item not in their hands, not their problem anymore so case closed.

Basically their IT "automation" doesn't work with their human investigation department, screw up the case and case close since they don't have the item anymore. Closed my case and said its between me, the sender and Japan Post. They won't take the responsibility to talk to Japan Post cause that's not how they roll.

What's my options here? The time limit is past the ebay refund date (30 days) and the sender can just ignore me. Aus Post just wont take any responsibility. Can I raise this with the Australian Postal Ombudsman? Isn't it fair dinkum that Aus Post take responsibility for their stuff up between their automated system and their human team?

I ask them to give me a tracking number for their return to Japan post, they just gave me the original Japan Post tracking number which says item with AUs Post and said that's all they have… this is bordering from incompetence to outright snobbish.

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Comments

  • Slippery Fish on 29/01/2018 - 14:00
    +2
    1. You don't have a contract with them, Jap post does.

    You have to contact the seller, did you use PayPal?

    • arislan on 29/01/2018 - 14:22

      yup, but its too late, it has past the 30 days.

      • mskeggs on 29/01/2018 - 14:23

        Paypal buyer protection used to be 45 days, but is now much longer (180 days?).

        • Slippery Fish on 29/01/2018 - 14:50

          Always pay PayPal :)

        • arislan on 29/01/2018 - 15:06

          I did pay by paypal but this is an ebay transaction. I checked my paypal account and it says to resolve via ebay resolution center - doesn't give me any buttons/links to resolve via paypal. Ebay is only 30 days…

        • Slippery Fish on 29/01/2018 - 16:02
          +1

          @arislan: ring PayPal and explain your situation. PayPal has 100% interest in looking after its buyers, we are the reason it's sellers use it.

        • penguincat on 29/01/2018 - 16:59
          +1

          @arislan:

          Make sure you are going to the "Paypal resolution centre" not just clicking the transaction ID summary. The transaction ID says go to eBay but I can report problems from ebay purchases months ago in the PayPal resolution centre. :)

        • arislan on 30/01/2018 - 21:49

          @penguincat:

          Thanks! I was able to raise a case now in Paypal even though eBay didn't allow me to!

  • mskeggs on 29/01/2018 - 14:21

    What was the root issue? Was the address incorrect?
    EDIT: What I am leading to, is did you expect them to track an incorrectly addressed parcel and put the correct address on it, because you could see from the tracking it hadn't been correctly delivered.

    • arislan on 29/01/2018 - 14:57
      +1

      They say the address was illegible. I expect them to hold the parcel with the tracking ID so I can contact seller to fax them correct info via Jap Post. I recently had to do that with Israel Post on an item I shipped where I was seller.

      They knew the item poor delivery information because the guys said it as much when he saw the item bouncing around between AusPost processing facility. It went from Sydney -> Granville -> Clyde -> Greenacre for 7 days before I called. Instead of doing what I ask, they took my case, ignored me, send it back to sender a few days later.

      • Dave Id on 29/01/2018 - 15:04
        +3

        Lodge a case with Postal Ombudsman quoting your original case ID.

        Good luck!

        • arislan on 29/01/2018 - 15:07
          +1

          Thanks. I just did. AusPost is really dodgy. THey knew they had a problem, I called them, they acknowledge and instead of helping me, they just did the quickest and easiest to get rid of the problem.

        • mskeggs on 29/01/2018 - 15:38

          @arislan:
          While it is nice that Auspost is sometimes able to intervene with the millions of parcels they handle, to manually readdress one that is failing delivery, it seems unreasonable that you expect them to offer this as a bullet proof service.
          Presumably, they have a process for handling, and returning to sender, parcels that are incorrectly addressed.
          That you contacted them to advise correct details, yet they still followed their process, is likely because the process to handle incorrectly addressed mail can't be held contingent on updating address details mid-delivery.

          Basically, "they tried".
          But you seem very unhappy that considering the parcel was unable to be delivered because it had an illegible address.
          I agree it would be great if the post office could fix these issues, but it seems a bit unreasonable to report them to the ombudsman for not being able to offer help above and beyond what is included in delivery.

        • Dave Id on 29/01/2018 - 16:00
          +1

          @arislan:

          Suspect part of the problem is an ineffective Ombudsman's office.

          Let us know how you go.

        • arislan on 29/01/2018 - 17:46

          @mskeggs:

          I expect them to offer reasonable service, not bulletproof. Other postal service will hold package to help customers resolve them. I know, I had to recently do he same as a sender to a receiver via Israel Post.

          Also, when they return to sender they don't bother providing me tracking number at all and said the parcel will take up to 3 months to return. That is not reasonable service for anyone except for Aus Post because they don't have to deal with the shit.

  • vovka on 29/01/2018 - 14:30
    +7

    Just … get over it. Australia Post is a bunch of ultimate idiots.

    We raised enquiries with them 3 times in the last 2 years about deliveries to our PO Box got missing. Every time after each enquiry we found a “second notification” card saying our parcels have not been collected for long time. Of course, we didn’t see even the “first notification” card as it was never issue due to our parcels got misplaced at that AP store.

    Contacting AP help line won’t get anywhere as they always try blaming someone else.

  • [Deactivated] on 29/01/2018 - 15:27
    +6

    Aus post sucks. Avoid if you can

  • pantsparty on 29/01/2018 - 16:28
    +1

    Is this something you purchased online from Japan? Contact the company you purchased from - it is their responsibility to sort this out

    • arislan on 29/01/2018 - 17:50

      I did, they say they will try if they ever get the parcel/item back. Aus Post refuse to help or provide me away to track the return voyage even though they are the sender/initiator of the return post. They said, no tracking, up to 3 months. Basically an unreasonable outcome for me, the seller and Jap Post as none of us can do much and pray Aus Post did what they claim as we have nothing to go on. The only person/party that this outcome benefited was Aus Post as they walk away wiping their hands clean. Quite disgusting.

      • pantsparty on 30/01/2018 - 09:45

        Call your credit card company and do a charge back. You should not be liable for the cost of an item you never received

  • PJC on 29/01/2018 - 18:24

    Nothing will be done about this. Nothing. I hope OP used PayPal.

  • SnoozeAndLose on 29/01/2018 - 18:30

    Doesn't ebay come with 60 days guarantee?

    • arislan on 30/01/2018 - 21:42

      I wish, it is just 30 days =(

  • User210686 on 30/01/2018 - 08:34

    Wow your case sounds just like mine. I ordered lingerie from France and it was shipped via express post on January 8.
    It's been stuck in transit in Australia for a while now. Looks like mine will get sent back to the sender.

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