The Postal Industry Ombudsman (PIO) investigates complaints about Australia Post and other registered postal and courier operators.  

Before you make a complaint

Making a complaint to us is a step-by-step process. Before you lodge a dispute with us, it is important to:

  1. Contact the company involved and attempt to resolve the issue. This often involves lodging a formal complaint. Take note of the reference number for your complaint.
    This step is vital because the company involved is in the best position to find out what happened.
  2. Ensure the company has had 10 business days to respond to your complaint. If you’re still waiting, call back and ask for a progress update.
  3. If you’re still unhappy with the company’s attempts to resolve the issue, you can ask us to investigate. Before you contact us:
    • Check the company’s terms and conditions of service. It is generally considered that you have agreed to a company’s terms and conditions when you use its products or services. The Ombudsman can only investigate if there is evidence the company has acted outside its stated terms and conditions.
    • Make sure the postal operator involved is either Australia Post or one of the registered private postal operators listed here. We can only consider complaints against PIO member companies.
  4. Read our FAQs on common postal complaints before lodging a complaint.

See How to make a complaint