Australia Post Lost Passport

Ash-Say on 13/06/2020 - 12:28
Last edited 13/06/2020 - 12:29

Applied for new passport for my toddler and it arrived with wrong name. I rang Passport office and they said it was an error as they could see correct name was submitted on the application and supporting documents.

I was asked to take original passport, form B11 and birth certificate to local Post Office who will send it to Passport office to issue new passport with correct name. When I did this and asked Australia Post for a receipt or reference number, they stated they can't give anything. I spoke with Passport Office and they confirmed this was a correct process for name correction and they have never experienced any issue. I trusted their words and left passport and documents with post office.

Fast forward 3 weeks, I spoke with Passport Office and they stated they didn't receive anything and directed me to contact Post Office. When I spoke with post office, they stated they had sent it but can't provide any receipt or tracking number.

Both parties are not taking any responsibility and I am out of $150 here. Does anyone else experienced this issue or any suggestion on how to resolve this matter?

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Comments

  • inherentchoice on 13/06/2020 - 12:39
    +2

    These links might be useful…

    https://www.passports.gov.au/refunds
    https://www.passports.gov.au/feedback

    Ultimately you may need to make a complaint to the Passport Office or DFAT. Gather copies of your receipts showing your $150 in expenses, and write to them, explaining the situation and asking for payment. I understand AusPost is effectively a contractor for DFAT passport services, so ultimately DFAT is responsible.

    If you don't get traction raising the issue directly with DFAT, you can escalate your issue to the Commonwealth Govt. Ombudsman.

    https://www.ombudsman.gov.au/what-we-do/Can-we-help-you

    Also 3 weeks isn't that long, they may yet receive it and then everything will be fine?

  • thatonethere on 13/06/2020 - 12:48
    -1

    Maybe a chargeback but that could impact you forever trying to get a passport…

    • Ash-Say on 13/06/2020 - 12:51

      Why would it impact considering I didn't get service for which I paid?

      • thatonethere on 13/06/2020 - 13:43

        Don't under estimate what two monolithic bureaucracy s can do to you even when you are right…

      • lgacb08 on 21/06/2020 - 18:54

        You'd be if you lived in an oppressive state like China or Vietnam. Actually your charge back would fail because the bank was scared of being in the blacklist lol. Back on the topic probably you will get away with it if the bank approve because the government, like Telstra won't be able to remember why they get the charge back.

    • inherentchoice on 13/06/2020 - 12:52

      I was assuming part of the $150 was for a new birth certificate if the original was sent in the mail?

      • Ash-Say on 13/06/2020 - 12:56

        No I paid for birth certificate separately. $150 is just for passport.

        • inherentchoice on 13/06/2020 - 12:59

          Did you lose the original birth certificate with the passport then? If yes then you need to be asking for $150 + the cost of a replacement certificate.

          • Ash-Say on 13/06/2020 - 13:16

            @inherentchoice: It's not a name change. They printed be incorrectly on the passport.

            • inherentchoice on 13/06/2020 - 13:28

              @Ash-Say: You didn't answer my question about if you sent the original certificate. So you don't need to get a new birth certificate then?

              • Ash-Say on 13/06/2020 - 13:47

                @inherentchoice: No original birth certificate is still with me. Only sent original passport along with a copy of birth certificate.

                • inherentchoice on 13/06/2020 - 13:48

                  @Ash-Say: Okay it was a little ambiguous in the OP. Charge-back might be an option then if you paid with credit card.

  • iratepirate on 13/06/2020 - 13:12
    +13

    Make sure the passport has been properly cancelled on the 131232 number.

    I had an incident where my ex partner claimed our child's passport had been lost. I didn't trust her and reported it to the passport office myself. Paid off when my ex mother in law was found in possession of the "lost" passport and a one way ticket for the child to a non Hague convention country.

    You might be better off going into the passport office in Sydney in person at Level 7/26 Lee St, Sydney NSW 2000. It is much more likely to be sorted out if you are face to face with them.

    • OzCheapo on 13/06/2020 - 17:45

      This could be part of a movie!

  • 87percent on 13/06/2020 - 13:52

    Sort of related, but I sent a package to someone and about a week later, I received a letter in the mail saying “due to a fault with the sorting machine, your package has been damaged and is not recoverable”. Luckily the package was only worth $12, so I refunded the guy the money, but wtf!!

  • Brucet on 13/06/2020 - 16:31

    You should go directly to the passport office. ( not post office ).

  • Seraphin7 on 13/06/2020 - 18:30

    Sounds like situation normal at Australia Post. FMD the service there has become diabolical in recent years.

  • Ash-Say on 21/06/2020 - 19:02
    +1

    update

    The parcel magically delivered on Thursday and new passport has been issued.

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