The Commonwealth and Postal Industry Ombudsman, Prof. John McMillan, today released a report on damage caused to inbound international postal items.
‘Each year my office receives complaints about damage to inbound international mail items,’ said Prof. McMiIllan. ‘The damage may have been caused while the item was in the mail stream either inside or outside Australia, or during border inspection.’
‘Given the increase in ordering goods from overseas via online services, we decided to conduct an investigation to clarify the responsibilities of the three agencies involved in the processing of inbound international mail.’
Australia Post has overall responsibility for inbound international items being carried in the mail, between the time they arrive in Australia and the time they are delivered. The Australian Customs Service and the Australian Quarantine and Inspection Service may also be involved as inbound international postal items are subject to inspection.
In some cases there is agreement over which agency is liable for the loss or damage to items. But in many cases the Ombudsman’s office investigated there are areas where responsibility liability is unclear.
The investigation identified three principal areas for improvement: identifying and recording damage; resealing items opened for inspection; and informing addressees about how to claim compensation for loss or damage.
In each of those areas, the Ombudsman recommended changes to agency processes, including:
- taking further steps to ensure comprehensive recording of damage to items, and improving processes to identify the stage at which damage is observed or caused, and emphasising accurate maintenance of damage registers
- establishing and adhering to clear standards for re-sealing items opened as part of the inspection process
- putting in place national procedures for informing addressees of damage caused to items, and for processing and assessing compensation claims.
Prof. McMillan said that the three agencies involved should work collaboratively to assist claimants to lodge claims with the appropriate liable authority.
‘When implemented, these changes should make it easier for customers to pursue legitimate claims for compensation when international postal items are damaged,’ Prof. McMillan said. ‘This in turn should increase customer satisfaction, and reduce the time that both agencies and the Ombudsman’s office spend in dealing with complaints arising out of the process.’
Ombudsman staff looked at the process followed in the handling of inbound international mail items, and considered what aspects of that process might be improved to enhance the transparency of the process and make it easier for members of the public with legitimate claims for loss and damage to make those claims to the agency responsible.
Date of release: 24 April 2008