Before you make a complaint to the Postal Industry Ombudsman
Before you make a complaint to us
- Contact the postal operator directly and attempt to resolve the issue by making a complaint. The postal operator must be given an opportunity to resolve the dispute first before our office can consider intervening in the dispute. Record the complaint reference number - we will need this if you need to complain to us later
- Allow the postal operator 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 postal operator’s attempts to resolve the issue, you can ask us to investigate.
- 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.
- If the dispute outcome complies with the terms and conditions for using the postal operator's service or product, we are unlikely to investigate the dispute. Read our FAQs before lodging a complaint.
- Lodge a complaint with us via our online complaint form.