Hi guys,
I thought it might be worth posting an additional AMA from a different sector of Australia Post after I saw tsu-chan's AMA.
I deal with customer operations and have a lot of experiencing interacting with all parts of the company. Ask me absolutely anything and I'll do my best to explain or answer it.
Side note; if you think it's best I attempt to post replies to the other AMA, let me know.
EDIT: On that Monday to Friday grind, I'll answer everything tonight
Same thing happened to me except it took the scenic route via Darwin!
do you know tsu-chan?
Unfortunately not, a lot of the business is separate. There can be some overlap but not frequently enough to know someone.
Defs not. We're from 2 diff states.
it is now your destinies to meet
6 months ago I posted an iPhone to Apple (Repair)
It was scanned at the post office then disappeared.
Apple replaced my phone after Aust Post confirmed it was lost.
At whose expense would the replacement phone be?
That's unfortunately an answer I cannot provide. It would depend on what our contract stipulates with Apple. As mentioned above, occasionally companies forego compensation for cheaper postage or other specifications/requirements of the business. Other companies may be paid a flat fee or the amount they insured the item for.
Does Auspost have any visibility into customs issues?
For context, I recently had a package delivered from the USA, two shirts in a small soft parcel weighing less than 400 grams. when it was first shipped here Austpost got tracking information but it was "awaiting customs clearance" for 21 days before it was shipped back to the USA who had to re-ship it.
I found out later through DHL that the first attempt was via Brazil and the entire plane of cargo was turned around when it landed in Australia.
Just wanted to see if you had any specific insights.
Unfortunately no. There can be numerous reasons items can be returned to the originating country, even on the most normal items. A common issue is businesses not providing or using the correct tariff codes or declaring contents correctly. Some countries are super picky and want a description that's more in-depth than a book on anatomy. But there are also cases where items can process through immediately despite a vague description.
In the case of an entire plane of cargo being refused, I can't answer that one.
Customs is like sifting sand, occasionally something will get held up that has passed through a million times.
I live in a building with 6 apartments, a foyer that requires a proximity token to access and mail boxes in a secured garage, which the post man can access via a door with a key. He delivers mail and small parcels there which is great.
However parcel delivery couriers don't have access to the mail boxes and can't get into the foyer, so they seem to scan parcels as "attempted delivery" but not leave attempted delivery card which could be slide under the door into the foyer. Is this a standard process for no card to be left at all?
More than once I've picked something up from the post office (because the sender has registered my email against the tracking number so I know that it's there) and the staff there have brought back parcels I wasn't aware of. Is it possible that I've had parcels returned to sender after 2 weeks because of this, or are the reminder cards delivered by the regular postman?
sounds like you live in an undeliverable location for parcels. how are you not getting stuff delivered to work or a parcel locker?
90% of the time I do use one of those options - just the odd thing ends up at home. Between me and a guy 1 pod over I think we're responsible for around half of the parcels that get sent to our 2 floors in this building :)
I kind of disagree with an 18 month old building less than 3km from Melbourne CBD being an undeliverable location, but that's beside the point - the delivery contractor leaves and give no indication that they have attempted delivery unless the sender (not Australia Post) has filled in some optional information. Other courier services slip a note under the lobby door to at least attempt some kind of contact but the AusPost couriers do not appear to even attempt.
Your local postie has been provided a key by your body corporate. This is for convenience and security of your mail, your postie is also not likely to be changed frequently (or ever), like some van drivers may be (last thing we want to do is lose that key between people). It is also worth noting your postie is employed directly with Australia Post, where as your van drivers are not directly. They are contractors working for Australia Post generally through a 3rd party.
It's an expectation for us to use an intercom system at the beginning of the address, if present. If no answer, we are to then follow normal process, which would normally be leaving a card. But unfortunately because we cannot place a card in the right mailbox, because we don't have access, it generally won't be left. We don't want to leave 4-5 different cards under a door and no-one know who's is who's.
There should always be a second card that is delivered 5 business days after the delivery attempt, this is delivered out by the postie, so we can get that card where it needs to go.
I have this exact same situation, except instead the Parcel guy just simply stacks them all on top of the intecom, where they can get wet/blow away/be stolen by anyone on the street. (And since the allow third party pickup is on that form, allows them to steal your parcel too). I submitted a complaint to Australia Post about this 15 days ago and not a single response so far besides the automated acknowledgement.
Any tips?
I constantly receive mail addressed to another place (same house number, very different street name, very different suburb, same postcode), almost on a weekly basis. I can only assume they receive my mail also.
It's so bad that I've had to write numerous times on the same letter (after it was delivered back to me multiple times) that it was delivered to the incorrect address.
Other than emailing Australia Post, is there anything that can be done to improve this? This has already been reported multiple times.
I'd suggest calling through and discussing this with a representative. Have on hand reference/case numbers from when you previously reported it. Mail security is of paramount importance as there is suck a large amount of personal information posted to you daily.
All in all, you're not in wrong, Australia Post is. We have processes for repeated issues and those previous reference numbers are what allow us to take action differently.
Thanks for taking over! I was hoping for funny story requests in my thread but end up getting customer service questions on poor delivery ^^;
Comes with the nature of the job, when you're one of the biggest companies in the country you'll hear the vocal minority for sure.
What's your funniest story?
I delivered a pretty plain looking box to a guy that had written all over 'CONTAIN PORN DVDS' with 'love from dad' written in small letters in the corner.
The guy was thoroughly embarrassed :)
That's great. I don't get to the see the faces but sometimes asking what they're expecting will catch you off-guard.
Viagra being sent from one old man to another was the best.
PostieMalone, can you please send me a private message or whatever it is called on here? "Conversation"?
It says you don't accept new conversations. I want to discuss something with you in private.
he already answered in the thread that he likes nuggets when he's drunk. why would you need to talk to him in private?
Sorry mate, only doing an AMA. I'm not equipped to look into problems as this is done unofficially on my own time.
Where's my spy camera?
That's a good question, I'm hoping not in my bathroom. Otherwise I want the footage or 50% of the profits made.
The Fe-mailman has it.
Femail carrier
Why does it take a week for mail to go from Brisbane to the Gold coast?
For any standard mail we have a delivery expectation of 2-6 business days It's important to note that items can still fall outside this time-frame if there has been a delay, or a potential incorrect sorting. This time-frame applies, even if you're sending a letter to your neighbour. This is due to not only the quantity of mail, but also the facilities that we sort these letters through.
A standard letter from Sydney to the Gold Coast may look like this:
Post Box -> Your local facility -> Mail Sorting Facility in NSW -> Mail Sorting Facility in QLD -> Your local delivery facility
In addition to this, these items may also be hand sorted at your local facility, and may be sorted via machine after collection from the Post Box.
Why did it take 13 calendar days for an ordinary handwritten letter to get from canberra to an inner perth suburb?
Why did it take 8 calendar days for a hand written letter to get from 6101 to perth cbd a distance of about 3 km?
I answered this just above but I'm happy to copy this. It's also important to note that although we have operations on the weekend, we operate on a business day time-frame.
For any standard mail we have a delivery expectation of 2-6 business days It's important to note that items can still fall outside this time-frame if there has been a delay, or a potential incorrect sorting. This time-frame applies, even if you're sending a letter to your neighbour. This is due to not only the quantity of mail, but also the facilities that we sort these letters through.
A standard letter from Sydney to the Gold Coast may look like this:
Post Box -> Your local facility -> Mail Sorting Facility in NSW -> Mail Sorting Facility in QLD -> Your local delivery facility
For a local facility it may occur like this
Post Box -> Your local facility -> Mail Sorting Facility in Perth -> Your local facility
In addition to this, these items are also hand sorted at your local facility by your postie.
Why did it take 13 calendar days for an ordinary handwritten letter
Why did it take 8 calendar days for a hand written letter
This is because your letter is posted under the CSO. Auspost is only allowed to charge $1 (or 60c) for postage regardless of the distance. If you want the letter faster then pay for express post or use a different carrier.
The AP website states that the expected delivery times for non-priority under the new delivery regime is 2-3 days "Within metropolitan areas of capital cities, or within the same city or town or an adjacent city or town in the same state"
What statistics can you offer as to how often this service level is actually achieved.
I have personally had many instances where letters posted between not-too-distant suburbs in metropolitan Sydney have taken a disturbing period to arrive. Why do I know that they took so long..? They were birthday cards, etc to relos that I generally receive a phone call to acknowledge the arrival.
Is close to 10 business days to traverse less than 20km in metropolitan Sydney really what we should expect going forward?
Haha, 3rd person asking this, all around the same time. Feel free to read either for some additional info.
These expected time-frames are correct, and we often achieve this. I unfortunately don't have access to statistics that I can share, but may try source some through our website. Reason I'm unable to, not because I'm unwilling, but because I'm doing this in my free time and is unofficial.
As for birthday cards, this is a guilty situation. I'm not going to generalise but a large majority of customers I speak to also acknowledge that they make and expect calls when they receive cards. However, more times than I can count have people admitting to waiting days before contacting the Sender, mainly because they're busy (some openly admit that they don't want to be caught on the phone for hours so wait till there's a time they're busy so they can end it short).
Can you confirm those green "receipted Delivery" labels can still be used? Someone asked in the Australia Post Facebook page and their representative reluctantly admitted they can still be used. Tons of these are still being sold on ebay. Are they only for letters or parcels or both? Thanks.
Receipted delivery labels are a grand-fathered business service but are still used today. My knowledge is a bit hazy on this topic and I'd love to look over next time I'm working and give a better response.
These are still accepted and I see them daily. I believe there was a different service obligation too, in the way of no applicable compensation if lost or damaged, as well as the inability to obtain a signature copy but could be provided with signatory name.
As I said, very hazy on it as although I see it often, I don't generally deal with paying out compensation and the delivery process is standard so I'll need to double check.
I remember reading sometime ago on why online items I purchase, that should have come from China, sometimes shows a sending address from some Northern European country, say Norway (forgot the exact country). The explanation was that it was cheaper for supplier to bulk ship items to that country, then have the items sent and delivered to Aust addresses, because of some reciprocal arrangements (between Australia and said country) about free postal deliveries.
Can you please confirm if this is true, and elaborate on it further.
Would it be Rotterdam, Netherlands that you see on the parcel? That is where an enormous shipping port that most of Europe and Asia’s parcels are transported from or through. Lots of companies keep their warehouses of stock close to these docks for efficiency sake. So that’s orobably why you see that as the return to sender address.
This may also be correct, unfortunately there's too many variables to know.
There are cases where we are provided a domestic return address when an article is lodged with Australia Post, it can be hard to differentiate if an item has been lodged domestically as well. Some vendors such a ASOS state when your parcel has left a UK airport, however, this information is not from Australia Post, but from ASOS. Every ASOS order is domestic, they provide us info as to when the item has left the UK airport or cleared customs, but this is with their international freight carrier. We await their lodgement domestically which is usually not too long after they indicate it has cleared customs.
If the item has originated internationally it will follow the format of "XX123456789XX". 4 Letters either side, 9 numbers in between. This is an international standard and ensure ease of tracking.
This is something I can't explain entirely.
Postal services are part of a universal union, this union sets costs for international items and costs of shipping for each individual country. There very much so would be cases where one postal service may be able to post something cheaper than another however this circumstance above has too many variables. I can't say this would be the case when it comes to posting from China, as it is generally much cheaper than any other Western Country.
There's also cases where items will be freighted by DHL, and assigned an international tracking number originating from Germany. This is due to the fact that they operate within Deutsche Post, and can utilise lower postal rates through international agreements. They will generally bring the item in the country and then hand it to us, despite the normal expectation being that it would be transported through the postal service routes from Germany.
Look, everyone no doubt has their story about why such and such didn’t happen for them with australia post. OP - thanks to you and your colleagues who do a great job delivering my mail and parcels. I’m sure such a large operation is in no way easy to run, you can never please everyone.
Thanks mate, I appreciate it, as does everyone at Australia Post.
Unfortunately we hear of a lot of problems, but in comparison to the size of the operation and quantity of articles being delivered by us, this is a ridiculously small percentage. Regardless, we'll always try and do the right thing if there has been a problem, and have it addressed.
If you ever want to pass on the praise, feel free to give us a call, send a message on FB/Twitter or use our website to put through a staff compliment. We don't see them much as the service is taken as a given, but they mean the world to the employees and often have incentives associated with them.
Hi from a fellow AP employee. It sounds like you're very well-versed in all operations, something that I'm trying to learn myself as I respond to the myNetwork cases for the facility I work for.
How'd you get started in AP?
Started out within the Contact Centre. A lot of the knowledge I have is from asking the right questions when the situation arised. I was dealing with 50-80 enquiries from customers on a daily basis, with issues ranging from basic tracking to their parcel being sent to XYZ. I had the freedom to contact numerous facilities, and when I did, I'd ask other questions surrounding the process for that case type.
I've worked numerous contact centre positions and 90% of the knowledge you end up with, is not given to you from the get-go.
I was expecting a parcel from oversea, the seller wrote incomplete address on the parcel (missing apartment unit number, but the street number is correct), and then the next day you returned my parcel to the seller oversea straight away due to incorrect/incomplete address. I am wondering, why don't you just put the parcel at nearest auspost so at least I can collect myself……
So this one can be extremely painful both for yourself, and the individual explaining this. The main reason is due to the legislation in place by our Government and when dealing with international parcels, requirements set by the Universal Postal Union (UPU).
Australia Post does not deliver to individuals, we deliver to addresses. This was stipulated in legislation and via the UPU. What this generally means is that even if we know where this parcel needs to go, if the address is wrong or incomplete, it has to go back to the Sender.
If you ever see an item marked as "Incorrect Address" or something of the sort, immediately contact Australia Post over the phone. We may be able to intercept the parcel if it hasn't already been sent back by the facility and have it taken to the post office. Although this breaks stipulated requirements, we do this to ensure customer satisfaction, but there is no guarantee that we will be able to.
Thanks for your explanation. sounds reasonable.
Why does Australia Post sent me text messages asking what I would like done with my parcel, only to disregard my preference and take it back to post office /depot?
The service is in place for two reasons. It provides additional checks when delivery occurs. For instance, when you mark that you will be at the address, when our delivery staff mark it as "no-one in attendance", it should prompt them to attempt again (ie; sing out, knock, buzz a unit).
If we are talking requests for the item to be left, there is a few requirements for safe delivery. Ensuring the item is out of sight of street and foot traffic is the main concern. However, there is also cases where there has been reported parcel theft in the area, and unfortunately this happens more often than you'd believe. We will not leave an item at an address if we believe there is a chance it will be stolen.
There are many more exceptions as to why your request may not have been fulfilled, but the main preferences and general reasons are provided.
I wish I would not be asked, then. This has happened many times for me.
I had a very low value parcel ($26) taken to the post office after me requesting it to be left. More frustrating is that I was home at the time of the attempted delivery but did not hear anyone.
Australia post isn't aware of the cost of any item being sent. We're in the business of moving product, we don't ask you declare contents or value unless being sent internationally, for customs reference forms. It certainly can suck, but I have seen this happen to $0.99 items and $5,000 items.
If it is a frequent occurrence however, give Australia Post a call on 131318 and lodge a complaint, it will be forwarded onto the facility and to the direct manager of the delivery staff involved.
TLDR at end.
I had a couple of parcels that the driver didn't deliver (no signature required, they normally leave them because there's a big enclosed porch) on two different days. These were then taken to the post office that I can't get to during business hours. There is an LPO that I used to get the odd parcel that requires a signature transferred to.
The first parcel was not attempted to be delivered on the Friday, so I called on the Monday. They told me they would move it to the LPO I normally get it delivered to and it would be there the following day (normally they say it will be a couple of days or something). The next parcel was not attempted to be delivered on the Thursday, it had been a few days since my first request. I called up and they said they didn't know why it hadn't been moved, they would call the post office and make sure it would be done. I didn't have time to wait on the phone any longer.
The following Monday I called again because still nothing had been done with either parcel. They finally told me that actually that LPO doesn't accept parcels (I got a parcel sent there a couple of days later through parcel collect with no issues at all). I like that LPO because I can go there after work and pick my parcels up. I don't get stuff sent there very often, but it is quite convenient when I need it. So I asked them to take it to another LPO. No problem they tell me. They will be taken to the other LPO. Great, it's less convenient, but some weekends I can pick up my parcels there, like the upcoming one.
Thursday comes around and still my parcels have not been moved. So I called up again. They call the post office yet again and now that LPO doesn't accept parcels. This one time they will get it taken to the LPO. I asked if she was sure because I had called up 3 times previously and every single time I had been told they would move it and it was never done. One of them (the one I cared about, the other was a cheap item from Amazon with free delivery) was due to be sent back the next day. Yes, she was absolutely certain it would be done.
On the following Monday, sure enough, the parcel I actually cared about was delivered - back to the sender.
I called again, Auspost have no desire to do anything. I contacted the seller who tried to contact Auspost who had no desire to help them because they'd "tried to deliver it". In the end I just paid for the seller to redeliver somewhere else and am out of pocket because of Auspost incompetence.
The other parcel was taken to the other LPO, which was not open on Sundays as they told me it was.
For years the system worked. No signature required, they leave them on the porch, usually even if someone's home, but I'm fine with that. Signature required I get it delivered to work, unless I'm sure someone will be home during the expected delivery period and/or the item is not suitable to take on public transport. About once a year I get something taken to the LPO because there was some issue with delivery. I can get parcels delivered directly to the LPOs as parcel collect, though I haven't needed to before.
TLDR : Australia post did not attempt delivery of two of my parcels, no signature required, safe place to leave them. Took to post office I can't get to. 4 times I called and they said they would be moved to LPOs, then later said those LPOs don't accept parcels. Sent the parcel I care about back to sender.
Just wondering if you know how this level of incompetence occurs? I could have tried to figure out another option if they'd told me they weren't going to do what I'd asked.
Thank you for your essay. Obviously this issue is very important to you. When the AMA Austpost employee who is doing this on their own time gets drunk again they will be happy to read it.
Just wondering if you know how this level of incompetence occurs?
The deliver 2.8Billion letters per year and get it correct 98.7% of the time (apparently) which shows some level of competence.
(thanks for the TDLr - non drunk Op will thank you).
Mate, I wish I was drunk doing this, it'd make it a lot easier and I wouldn't be cringing at problems as hard as I am.
Truth is, it's the weekend and I'm a busy man, like we all are. Thank you for the statistics, they do shed some light on our delivery commitments.
I understand why you didn't read it, as you suggested it was quite long. I did mention that normally the system works, but specifically in this case they showed a serious lack of competence.
If OP chose not to read and/or respond that would have been cool, I was just asking.
The deliver 2.8Billion letters per year and get it correct 98.7% of the time (apparently) which shows some level of competence.
I do not know if these figures are correct, but let's assume they are.
Working it out, that leaves 36 million incorrect per year.
That's roughly two per Australian per year.
….. and this explains why so many people perceive there is a problem, and why nearly everyone has a sub-optimal AP 'experience' to report.
98.7% of the time
This is a terrible success rate for something which is a government-mandated monopoly, and in the context of mail which is used for everything from legal notices to medical reports.
This is unfortunately not a case of individual incompetence to the people you spoke to, but network incompetence. (Which is no better).
The short answer is when we put through a request for the item to be moved, we check the status of the post office, and this indicates whether or not we can transfer parcels there. There's only major CBD area post offices or tiny post offices near Business Centres that normally have a requirement that they can't accept parcel transfers. Item transfers are last resorts for us and should always be a last resort for yourself.
It is important to note that parcel collect is a business requirement, but item transfers can be dependent on time of year/space.
We then forward off the request and it is acted upon by the PO your item is currently at. They will generate a label and have it forwarded on. Unfortunately there are cases where despite their request going through, this individual item won't be collected or may leave and then come back to the original facility. It is at that stage that we have now realised it cannot be transferred.
So when you called back we would've run the same checks to have the item moved, and expected there would be no reason for it not be transferred. And this would've happened again on the the 3rd time. We rely on our facilities to do as we ask, and normally it's not a problem. But sometimes, even when we try our best, it can be.
Normally we will follow any delivery requirement set by yourself or the Sender, however circumstances such as parcel theft within the area, or someone loitering around the address, will prevent us from leaving the item.
As for the cost of repaying postage. Although we do refer to the Sender, we should've advised to have the Sender contact us to see if there was any applicable compensation for the item due to the circumstance. Each business has a contract individual to themselves with their own entitlements dependant to this agreement.
I apologize for the inconvenience and dependant on how long ago it was, it might be worth explaining the postage situation to the vendor and seeing if they can arrange for any compensation for postage, and potentially refund you the cost you paid directly.
Thank you for taking the time to respond. I did actually speak to the first LPO at the time as well, when I got my parcel delivered there through parcel collect a couple of days later, and they said they were fine to have my parcels transferred there.
The seller tried to get compensation but no dice. I either have things sent directly to the same LPO or to work now. It works okay, but I didn't want to have to bother the LPO so often, I preferred just having them as a backup plan when no-one was home or they didn't attempt to deliver.
Not sure if you can shed some light, but may as well ask anyways :)
I applied for a postie job and within 3-4 days I got a call and they wanted a phone interview; however, I was at lunch. They said they would call me the following day; however, never called me. I attempted to call them back directly, nothing. Called Auspost customer service, nudda. I've given up, but is this normal??
I actually had a friend have this exact same issue. Most hiring goes through corporate and sometimes they be useless. I'd highly suggest heading to our website and opening an enquiry through the help and support section. There won't be a section for employment but just continue with it and provide information regarding the area, job and date of applying.
Our online teams job isn't to take call after call, they have the ability to manage as many enquiries as they want, which means although you may not receive an immediate response, they may be able to get you in contact with the right people, or speak to those people and get you a call back again. They have time expectations but can put enquiries on hold while they wait for a response from another facility/department.
Do Post Office [PO] staff have a quota or policy, not to accept passport photos,
e.g. they have to meet "sales targets" for the Passport photos?
I find the Passport photos to be a very expensive, i.e. 4 x photos for AU$ 17+
About 2 years ago, I felt that there was a conspiracy against accepting my photos for a passport application,
that I had to eventually pay that $17 (after an accepted Passport application, was rejected at the Passport office).
at the end of my experience, i really felt like the PO staff must have sales targets to meet,
because i have noticed many post offices in Sydney (and i have been to many),
where my honest questions were usually met by advice/suggestions which was always to spend money on products, in their store.
about 10 - 15 years ago, i used to get advice from staff which didn't involve selling me something.
I write below, the full story about the passport photos…
3 x different tellers at the PO, tried to sway me in paying AU$ 17+ for their photos,
but i politely declined and said that i will satisfy their requirements with my application.
then, i took my own photos on a Sony RX100 camera (high quality lense, printed on matte finish and cost AU$ 0.05 for 8 x passport photos)
it went something like this…
1) initial visit to enquire about passports & forms (PO: "let us take the photo")
2) first visit with forms + photos (PO: "who took this photo?" "no. head is too big, according to the stencil. let us take the photo". i declined)
3) second visit with forms + modified photos ("who took this photo?". didn't even apply the stencil but took my money for the application. then, with doubt, went inside the PO to get the manager. manager appeared and asked "who took this photo?". a few murmurs between themselves, into their ears, and manager instructs the teller, to leave a small scribble on my application AFTER it was already accepted. i couldn't understand the scribble but it obviously was some kind of 'code')
Passport office called me, 1-week later.
"who took the photos?" was the first few words they uttered.
I answered "Myself", but i said the application was within specifications.
Passport office says photo is "too grainy" to be accepted.
and yes…you know the rest… i went back to the same PO and paid $17 for 4 x passport photos.
So, the score was PO 1 - 0 Me (with respect to AU$ 17 for the photo and AU$ 400+ for a long-term passport)
i really should have asked them for the rejection, in writing and ask them to state their reasons, etc.
and yes, i could have tried a different PO after that and i could have been dishonest about who took the photos.
however, at the end, i caved to what seems to be their co-ordinated efforts against me.
i caved to what seems to be their co-ordinated efforts against me.
Its like Big Pharma, but we call it Big Postie. It is where all the postmen conspire against you… personally.
For more information on this, look up a documentary called Seinfeld, and watch the episodes with the postman 'Newman' (changed name to protect identity).
Passport photos are not meant to be printed on matte finish. Passport photos are meant to be shinny. Would it be more fun to get the passport application rejected? Either that or the franchisees (not Aust Post) wanted extra $. It would be happy to pay $15 and get it correct the first time.
As the amount of passport applications are variable per week I highly doubt they have sales targets for the sale of photos.
i am very, very, very, very familiar with that documentary series.
also, with the other documentary series.
they are both "preeety, preeety, preeety goood".
If there are specific guidelines for what kinds of photos can be accepted or not,
then that allows for self-service and Do-It-Yourself applications to adhere to.
Any delays or problems, would be on the applicant.
It may not be fun for the staff nor the applicant, but that's the risk of that.
If you suggest you're happy paying extra $15 to get it "correct" the first time,
then I propose that I will be happy that AusPost provide 2 x FREE photos, so that we all get it right with every passport application.
The application only needs 2 x passport photos and the photo needs to look like you, at the time of application.
The PO staff can verify your identity and take the pictures, and then sign the photo at the back "this is a true photo, ..blah blah"
Then, just include those photos as part of the service and cost of the passport application
(which itself is expensive, but that application is already part of a very established cost structure)
It's a "rich and privileged person's problem", to describe all issues related to passports, travel, Visas, airline food, etc.
It's the fact that passports already cost a lot of money (and so does a plane or cruise ticket),
and that extra AU$ 17+ for 4 x photos, is what bothers many people and the way my application was handled,
even signed with a 'code' AFTER my application was submitted…bothered me.
( I was repeatedly told that photo did not look like me, until I showed driver's licence, 3 x visa photos in the passport … and even the main photo of my expiring passport,…and only then they believed that photo looked like me, and then the PO worker admitted to me. Before that, they tried so many ways to sell me the PO photo service. That's fine to try to sell me things, but accepting my application, taking the money, giving me a receipt…and after that, getting manager involved, who then whispers something to the PO worker who writes a special code on the application….didn't sit well with me )
If only the 2 x minimum photos are included in the application, then there would be a different thing to be disgruntled about at the PO :-P
There is no sales targets or KPI's, especially when it comes to passport photos. It can almost feel like they're conspiring against you regarding photos because we hear about this a lot. Here's the truth of the situation.
The passport office are major jerks. All we do is accept the paperwork and then forward it through to the passport office. The reason they ask the question in-store or are so blunt is for a few reasons. Firstly, if the application isn't done right the first time, it creates more work for the PO, in addition to forwarding off new photos, they also have to provide additional paperwork. This process can also delay the passport by 1-2 weeks. Secondly, we know the passport office are jerks when it comes to photos, hell they even deny ours from time to time. Finally a lot of customer believe we do the processing, so disgruntled customers reattend the outlet without allowing additional time for the passport office to process the application with the new photos.
This can be the reason some post offices will take one quick look and immediately be able to say yes or no. We are the lodgement point for almost every passport application in Australia, we hate delays as much as you, and the passport office are absolute dicks. We can establish within a second if they'll accept or deny them. If you push us to do it, we'll give it a go, but they almost all end up like this.
LOl AU post has given me so many troubles. Please dont reply saying sorry and a statement. But I just wanted to say that I hate AU post more than any retailer on the planet.
That's cool. You do you. Don't intend to apologise or make a statement. It's an unofficial AMA, no sweat off my back.
Just chiming in to say I really enjoyed this AMA - thanks OP!
As a youngster I worked as a Christmas casual sorter at a busy Australia Post mail centre. It gave me an appreciation for the operation first hand and is the kind of thing that sticks with you forever!
As with mostly everyone here, I too have had my share of issues with Australia Post. Overall though it’s a fantastic service and Australia would quite literally stop without it. Thanks for the great work you and so many others do.
I posted a letter with a priority stamp from Melbourne to Melbourne ,it hay been more than 2 weeks still it not delivered.What I can do now?
I did a test to send to a friend in another state. One package rate letter with priority stamps and letter rate postage and another package with just letter rate postage. Both sent at the same time and the non priority package came first. So is there any point in using priority stamps? I only ask as I use Aus post quite a lot and all my packages have priority.
look at Sendle.com
cheaper than AusPost, a lot of times,
and also quicker (with added tracking, etc.)
OP: What does one do when they've got a postie that refuses to deliver?
The postie (contractor) that's assigned to my address does not deliver parcels, nor even bothers to leave a card. We have complained multiple times to the Auspost, to the point where the postie has confronted us saying that he will refuse to deliver unless we stopped complaining.
It's been escalated to his area manager but it feels like nothing will be done, except for perhaps some stern words from his area manager.
Ultimately, my sense is that unless we get a different delivery person, we are at his mercy in terms of whether parcels will be delivered to our address.
Any advice?
Some questions around the free parcel collection services. I tried to ask about the difference between parcel collect and parcel locker over the CS hotline but didn't quite get the answer. I understand their difference in nature, like one is kept in the PO and collectable during opening hours, while the other one is inside the locker and is 24/7. But I do not understand how they differ in operation? Like does all the parcels go to the PO first and then sorted to be put on a van for delivery or be kept for collecting or be locked up in the locker location? Or do they go straight from the central deport to home deliveries or POs or lockers?
Hi, Thanks for the AMA
What is the least time consuming way to officially complain each time a driver pretends I'm not home, without having to make any phone calls?
I'm thinking it might be worthwhile spending 10 minutes to type up a template for this complaint and email it to the appropriate black hole every time.
- What information would I need to provide?
- Would there be any benefit for myself or "the greater good" if I do this?
Edit: It's not all bad by the way, there's a truly amazing driver who goes far out of his way to deliver everyboy's packages. He even recognized me at a shop, and delivered the package to me on the spot because he was going to be doing my street before I'd get home.
Cheers
All standard parcel post are transported via ground services. We use both trains and trucks to have items transported from the East Coast to the west. Express post is an air-mail service within almost every area.
Letters themselves use a mix of both ground and air services, depend on location and expected transit times.