Australia Post lost my parcel.. help?

[jaina85]

The problem is they weren't paid by you thus you are not the customer. They are not obliged to do anything for you

It's messy and incredibly unfair but it works like this: When you purchase goods, an exchange is made. You pay money and the seller is obliged to give you your goods. Following me so far?

Now, when an item is posted, it is a contract between the sender and the postal service (or courier) is made. Sender pays me money, and I deliver to this address. If the item is damaged or lost, any recompense is paid to the sender. The recipient does not factor into this equation except as a destination.

The whole thing is muddied even further when it is international because a second postal service is involved.

So the chain goes Auspost is responsible to HK post, who is then responsible to Chimungmung, who is responsible to you. As the sender Chimungmung has the most power here to enquire about where the parcel has gone but it's a horribly slow process to get Tony to chase it up through HK post. Might as well work at it from both ends. And if worse comes to worst, he still owes you a Wheeljack.

after responding to the email and pointing out that yes thankyou for noticing it was delivered it just wasnt delivered HERE, their response was pretty much exactly this - that until the item arrives, it is legally the property of the sender and we have no basis to launch an investigation, that tony has to do it via hong kong post, and that they'll investigate from that instead.

so tony contacted hong kong post which actually wasnt a slow process at all.. they replied this morning to say 'according to the terms of the e-parcel express service to australia, the information as published on the australia postal website will be served as final confirmation of the item status, therefore we cannot pursue further inquiry'.

so i assume the investigation australia post said they'd start via hk post/tony also isn't going to happen, because it says it was delivered. i guess it just doesnt matter WHERE it was delivered

tony has been nothing but helpful and it's not his fault that whoever delivered the package messed up / whoever received it is dishonest scum, so i dont know how i feel about pressuring him for a replacement? sigh

I recently purchased an overseas book which was delivered to the wrong address. The book was defaced before the neighbour forwarded it on to me. Got absolutely no where with AusPost. Got the same story as described by CBratron. Amazon doesn't want to know about it either. Sorry for the bad news.

oh my god seriously? the hell is wrong with people

Hi Jaina,

As you might know it will be hard to get something done. but as my missus works for aust post, i have asked her to try and help. So here is what she told me.

(helpful things)

thankyou! i'll be trying this today but after the 'it's the senders property go away' attitude earlier im afraid thats as far as i'll get again..

[griffin]

so tony contacted hong kong post which actually wasnt a slow process at all.. they replied this morning to say 'according to the terms of the e-parcel express service to australia, the information as published on the australia postal website will be served as final confirmation of the item status, therefore we cannot pursue further inquiry'.

so i assume the investigation australia post said they'd start via hk post/tony also isn't going to happen, because it says it was delivered. i guess it just doesnt matter WHERE it was delivered

It sounds like Australia Post have prevented anyone ever being able to force them to track down a missing item, by automatically listing items as delivered, even if it wasn't, or it was negligently sent to the wrong address... because they know that a sender or sending postal service can't dispute a "delivered" entry, and therefore can't force Australia Post to track down a lost item.
They're not accepting any responsibility for the items they carry, by preventing anyone from filing a claim against them, with "delivered" being used whether it was delivered or not to the right address.

[nexusnixx]

It sounds like Australia Post have prevented anyone ever being able to force them to track down a missing item, by automatically listing items as delivered, even if it wasn't, or it was negligently sent to the wrong address... because they know that a sender or sending postal service can't dispute a "delivered" entry, and therefore can't force Australia Post to track down a lost item.
They're not accepting any responsibility for the items they carry, by preventing anyone from filing a claim against them, with "delivered" being used whether it was delivered or not to the right address.

it is horrible to know that even the "Signature on Delivery" option is just a gimmick bcos when I ask the operator about this option - it merely states that it has been signed for - it does not say as what Bossbot is indicating - whether has it been delivered correctly or even to the right person/ address.

well at least you have a status of "Delivered". Mine was showing as "Accepted by Australia Post" and that was it... they tried call the shop that I lodged it with and with the orign and destination distrubution centres and when they did not find it - they just say "Cannot be found" case close - refund the customer the postage cost -

[drifand]

This is why I don't pay for those extra bs. What's the point of tracking if you don't do it properly?

Other countries like ems has insurance but in this case is like a "too bad" and that's it.

[Thurmus]

I was listening to an interview by Ross Greenwood on podcast that was with the former head of security for Aus Post.

He was saying when he left 4 years ago, there were 22 staff in the mail security section. He said they needed more but were pretty good at catching staff that were stealing things. They would also follow some posties and parcel delivery guys because some routes had people following them and pinching parcels or mail if it wasn't put properly in the boxes. Although some of them had skeleton keys.

Apparently due to cost cutting, there are currently 4 people in this department.

[Megatran]

Second time I had to file a complaint of undelivered parcel through the AusPost 'My Support' account (thought I would never use it again ). AusPost is fast at responding to the initial complaint but nowhere to be found after that. So waited for 10 business days for them to 'investigate'. Followed up with several entries on the My Support account. Finally got an answer this morning (close to 4 weeks from initial complaint).

Thank you for taking the time to contact us about the investigation you had. My name is (name deleted) from the International Online team. I appreciate the time you have taken to contact us and I am happy to assist with your enquiry today.

We have investigated with the (location deleted) Parcel Delivery Centre. They have confirmed that this parcel was delivered to to your address and left as a safedrop on your front door.

As a signature was not required, unfortunately we are unable to investigate further.

The email was followed up with trying to sell me a postal locker service.

Bravo AusPost. Bravo!

[drifand]

In Singapore, because their letter boxes are too small for parcels, they cannot leave the parcel inform of an apartment flat and say job done.

Normally they leave a card for you to collect if you are not home.

I feel Austpost is really poor in service yet charging an arm and leg for even within Australia.