The Commonwealth Ombudsman, Prof. John McMillan, has welcomed the new legislation to create an office of Postal Industry Ombudsman within the office of the Commonwealth Ombudsman.

Prof. McMillan said: ‘The Postal Industry Ombudsman will combine the existing expertise of the Commonwealth Ombudsman with an increased specialist focus on the postal industry. Both consumers and postal operators will benefit from the existence of an independent and separate agency to deal with complaints.’

Legislation establishing the Postal Industry Ombudsman was passed by Parliament on 29 March and will take effect later in 2006.

Participation by postal operators in the Postal Industry Ombudsman (PIO) scheme is voluntary and will be funded by fees charged for investigations. As Australia Post will automatically become a member of the scheme, the PIO will take over the existing role of the Commonwealth Ombudsman in investigating complaints against Australia Post. The PIO will have available the normal powers of an Ombudsman when investigating a complaint, to require information or documents, to publish findings and to make a formal report to the Minister for Communications, and to observe procedural fairness in investigations.

Prof. McMillan said he expected that many private sector postal operators will register to participate in the scheme. ‘Businesses which allow independent investigation of complaints have an extra advantage to offer their customers. The PIO will be able to give valuable feedback from consumers through the complaints process. The industry as a whole will also benefit from any increase in consumer confidence as a result of the PIO scheme.’

Seminars for interested postal industry members will be held before the PIO scheme starts operation. Prof. McMillan said he looked forward to working with the postal industry to ascertain general service delivery standards to use as a benchmark in handling complaints.

The PIO will be able to assist industry members in establishing in-house customer complaint-handling procedures. This will ensure that customers receive prompt and helpful service about their complaints. It will also mean that the PIO can concentrate on the more serious or intractable complaints.

Date of release: 30 March 2006

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      The Commonwealth Ombudsman, Prof. John McMillan, has welcomed the new legislation to create an office of Postal Industry Ombudsman within the office of the Commonwealth Ombudsman.

      Prof. McMillan said: ‘The Postal Industry Ombudsman will combine the existing expertise of the Commonwealth Ombudsman with an increased specialist focus on the postal industry. Both consumers and postal operators will benefit from the existence of an independent and separate agency to deal with complaints.’

      Legislation establishing the Postal Industry Ombudsman was passed by Parliament on 29 March and will take effect later in 2006.

      Participation by postal operators in the Postal Industry Ombudsman (PIO) scheme is voluntary and will be funded by fees charged for investigations. As Australia Post will automatically become a member of the scheme, the PIO will take over the existing role of the Commonwealth Ombudsman in investigating complaints against Australia Post. The PIO will have available the normal powers of an Ombudsman when investigating a complaint, to require information or documents, to publish findings and to make a formal report to the Minister for Communications, and to observe procedural fairness in investigations.

      Prof. McMillan said he expected that many private sector postal operators will register to participate in the scheme. ‘Businesses which allow independent investigation of complaints have an extra advantage to offer their customers. The PIO will be able to give valuable feedback from consumers through the complaints process. The industry as a whole will also benefit from any increase in consumer confidence as a result of the PIO scheme.’

      Seminars for interested postal industry members will be held before the PIO scheme starts operation. Prof. McMillan said he looked forward to working with the postal industry to ascertain general service delivery standards to use as a benchmark in handling complaints.

      The PIO will be able to assist industry members in establishing in-house customer complaint-handling procedures. This will ensure that customers receive prompt and helpful service about their complaints. It will also mean that the PIO can concentrate on the more serious or intractable complaints.

      Date of release: 30 March 2006