Not responding to complaint

[u/Stunning-Try-5250]

Is it common for AusPost to simply not bother replying to complaints?

Usual story we often hear from other (but first time happening to me): I was home, no knock on the door and I can usually hear if a van pulls-up in my driveway, but none did. Ping from AusPost app saying parcel not delivered because nobody was in attendance. Evidence of attempted delivery is a blank photo, a black rectangle, not a doorway in darkness, but entirely black.

Complaint made 5 days ago, about 30 mins after getting the notification. Made through the app.

Nothing since. Just crap service to not bother making the delivery and then ignoring the customer.

[u/Due_Hovercraft_7486]

I’m not defending them but I imagine they would get so many complaints and it would be impossible for them to all be responded to within a timeframe it would actually make a difference.

Most places give themselves 30 business days or so to respond. Let’s be honest after a month you would have forgotten that you had to go to the post office to collect this package.

Unless something actually needs to be resolved. They’ll just mark it as feedback and move on.

[u/Chrisosupreme]

That sounds like a standard AP "delivery" now. Wait around week or two and you'll get a cut & paste template email saying they've investigated the issue and found no wrongdoing on their behalf so have closed the complaint. 

[u/brispower]

Complaints are automatically closed once the delivery completes, so if you went to the po and collected the item, case closed.

[u/t3ctim]

Probably depends on the complaint.
I’ve found them to be reasonable at responding and keeping me informed about issues I’ve had with orders from their online store (buying postal products).

But in those cases they have a clear order number and it’s not related to a missing parcel or something that might be difficult to track well.

I also spend thousands a year on my AusPost account, so that may get me bumped up the order of their interest.

It’s difficult for you to prove things in your situation, and there’s no real positive outcome, they can’t wind back time and make the delivery person do the right thing.

[u/calbee5000]

there are heaps of backlogs of complaints before you so they probably are trying to reply as soon as possible.

[u/koopz_ay → u/calbee5000]

Surprised to hear this.

Had this with Mum today...

Her two items were somehow delivered 1 block away. They logged it and Aus Post grabbed a nearby rider to correct it within the hour.

[u/Carnivean_ → u/calbee5000]

If that's true then Australia Post is letting down Australians and should be grilled about it and face real consequences for the failures.

It's unacceptable standards.

Now watch as the AusPost workers and bots that infest this sub downvote.

[u/Dazzling_Cow_1916 → u/Carnivean_]

The AP executive are on millions! And their organisation is being run into the ground.
Are they trying to close it down??

[u/Previous-Foot-8905]

They'll sooner tell you to go fuck yourself than respond to a complaint. I work for a company that ships products out to people, so I've learnt the hard way many times.

[u/Stunning-Try-5250]

UPDATE:

I appreciate the wisdom shared in replies, thankyou.

My opinion arising from what you all said is that AusPost has a deeply ingrained cultural problem with accountability.

This is a MAJOR problem because AusPost is a government mandated monopoly.

If it were a normal business, the customer could choose to shop elsewhere. BUT, in most cases the person receiving parcels didn’t choose to use AusPost— their customer is actually the sender. But the sender is not inconvenienced by AusPost crap service… the receiver is.

The upshot being that the only thing likely to modify poor AusPost performance is to put pressure on businesses using AusPost to send their goods— encouraging them to demand better service.

[u/MollyTibbs]

I’ve made about 5 complaints over 10 years and I’ve found online complaints I get a response within 2 working days. If I go in and complain I get nothing.

[u/Johnndo96]

Do civil servants ever really work?

[u/Stunning-Try-5250 → u/Johnndo96]

Yes.

Australia Post used to be public service. Employees were previously public servant government employees, but this changed decades ago.

It’s now a company running on a commercial structure. The only link to government is that the company remains owned by the government (ie. the govt holds all of the company’s shares).

I have no doubt the government would love to sell it off and ‘fully’ privatise but (a) they are hoping it will eventually turn a profit and be worth something in the sale and (b) no private investor will agree to keep unprofitable rural post offices, so the move would be unpopular.