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 operator is Australia Post or a Private Postal Operator
- the complaint relates to a postal or similar service
- the complaint is made within 12 months of the action that caused the complaint.
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.
The Postal Industry Ombudsman investigates complaints about the provision of a postal or similar service