Today the Commonwealth Ombudsman, Iain Anderson, published a report about Australia Post’s approach to compensation for items sent, but purportedly not received, using its contactless Signature on Delivery service during the COVID‑19 pandemic.

Australia Post markets the Signature on Delivery service as providing added “peace of mind” to senders that an item will be delivered personally to someone at an address. With the impact of the COVID-19 pandemic, in March 2020 Australia Post commenced a new procedure to reduce close contact between delivery officers and the public. Instead of receivers physically touching a scanning device to sign receipt, delivery officers recorded the receiver’s name and left items for them to collect once they had walked away.

In the 3 case studies in the Ombudsman’s report, Australia Post acknowledged its staff did not follow the correct SOD procedure. It concluded that, while this may warrant a refund of the Signature on Delivery fee to the sender, the failures did not warrant compensation for the value of the items apparently lost.

“In my view, consumers are entitled to expect that, by paying the extra fee for the Signature on Delivery service, Australia Post will provide the service in accordance with the agreed terms and conditions, by confirming someone is present to accept the delivery and recording that person’s details accurately,” Mr Anderson said. “Where it can be established this has not occurred and an item was lost or stolen, I consider Australia Post should provide appropriate compensation.”

The report makes two recommendations to Australia Post: to review the COVID-19 Signature on Delivery service to consider whether it is still required, fit for purpose and provides the level of assurance it purports to offer customers; and to compensate consumers who contact Australia Post about missing items that were sent to them using the Signature on Delivery service where the correct process was not correctly followed. Australia Post partially accepted both recommendations.

The report can be found on the Ombudsman’s website: Report into Australia Post’s Signature on Delivery service during COVID-19.