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:
- 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.
- 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.
- 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.
- Read our FAQs on common postal complaints before lodging a complaint.