Postal Industry Ombudsman

The Postal Industry Ombudsman (PIO) investigates complaints about Australia Post, and postal or courier operators registered as a Private Postal Operator (PPO) under the Ombudsman Act 1976.

The Postal Industry Ombudsman:

  • is a function of the Commonwealth Ombudsman
  • can investigate administrative actions and decisions
  • can make suggestions or recommendations arising from individual or systemic investigations
  • is not a court or tribunal—we cannot overturn an postal operator's decision or direct a postal operator to take a particular action
  • is independent and impartial—we do not represent consumers or postal operators.

The Postal Industry Ombudsman can only investigate if:

The Postal Industry Ombudsman cannot investigate:

  • actions of Australia Post or a PPO that are not related to a postal or similar service (the Commonwealth Ombudsman can investigate other actions by Australia Post but not by PPOs)
  • complaints about postal operators or couriers who are not a Private Postal Operator
  • complaints made more than 12 months after the action that caused the complaint
  • complaints about a postal operator's employment of staff
  • complaints from postal operators about other postal operators, including Australia Post
  • matters that are the subject of a court or tribunal hearing (unless special circumstances exist)

The Postal Industry Ombudsman may decide not to investigate if:

  • the complainant does not have sufficient interest in the matter
  • the complaint is frivolous or vexatious or not made in good faith
  • investigation is not warranted in all the circumstances.

Making a complaint to the Postal Industry Ombudsman

What about issues that cannot be resolved by investigating my complaint?