Australia post Tracking 'Service' What a con

[shorty2012]

I had a similarly disappointing experience with Australia posts tracking service. I sent a parcel from Bendigo to Chiltern. It took more than a month to get there but the system was saying that it had been delivered after one week.

I have also just received a parcel from America. Their tracking service showed that it took 7 days to get to Melbourne. It took another 7 days to get from Melbourne to Axedale. They could have very easily walked here with it in that time. This is the second delivery I've had from that supplier and the delivery time was very similar.

The government is obviously running the service down so people will opt to use private delivery companies. Then they will use that as justification for selling off Australia Post at a hugely devalued price.

[newcole99]

Jan, the original poster here. Yesterday I got this email from Australia Post. They have CLOSED MY CASE without delivering my parcel to the address or providing me with the tracking I paid for. I paid nearly $200 to send this parcel and they can't or won't deliver it. This is appalling. I'm VERY angry about this.

Australia Post

Reference 09361468
Update for Investigation - 09361468
Dear Jan,

Thank you for your response. I can understand how frustrating it can be waiting on the delivery of your article.

As mentioned in the previous email, your item is being held by customs. If further information is required, please contact Tel: 0900-0990 or 0900-0570.

_As this item is held by customs for collection by the addressee, I will close this investigation. _

I hope this information has been of assistance.
_ _
Regards,
Robyn Nicholls
Australia Post
ref:00D301GGce.500901X2L1C:ref
_ _
_ _
This email was sent by Australia Post. Australia Post does not represent, warrant or guarantee that the integrity of this email communication has been maintained nor that the communication is free of errors, viruses or interference.

[newcole99]

Jan, the original poster here. AND the Australia Post phone number they supplied in the 'we can't be bothered to deliver your parcel, it is out of hands' email doesn't work. Right. Yeah.

[newcole99]

And the addressee has not been notified of the whereabouts of the parcel. GRRRRRRRRRRRRRRRRR

[newcole99]

Hullo, Jan the original poster, yet again. Yesterday's missive from Australia Post. UNBELIEVABLE. I have replied, asking what did I pay for if not DELIVERY of my parcel and what did the money I paid for 'TRACKING; actually buy??

According to this email my parcel apparently is sitting at the Netherlands Customs. The addressee and the person who lives at the address have not been informed that there is duty to be paid. I have not been informed? I am appalled. So my parcel is in some kind of Kafka-ish limbo and Australia Post has seemingly washed its hands of the whole matter. $200 down the drain. NOT GOOD ENOUGH.

Update for Investigation - 09361468
Hi Jan,

Thank you for your reply and shedding more light on the situation, it is greatly appreciated.

I understand that this experience has been frustrating for you, from the item taking double the amount of time to be scanned into the Netherlands to the item now being held in Customs and your friend leaving for Mali.

Unfortunately as stated, the item is being held by Customs in the Netherlands. Customs is out of any postal authorities control as it is government run. The only thing we could try is asking the Netherlands if they will request the item be returned back to you as the addressee is no longer in the country. The only way the item will be delivered is if Customs duties are paid by your friends father in law. Please let us know if you would like the item to be returned back to you and please note this is not a guarantee due to Customs having their own rules and regulations.

Again, please accept my apologises for the obvious frustration and disappointment that this situation has caused you. Please let us know if you would like us to at least request the item to be returned. Looking forward to your reply.
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[BrendanMays]

Hi @newcole99, how frustrating, and your comment about the parcel being in limbo seems particularly apt. Hopefully you've been able to sort this part out? If not you could try contacting Dutch Customs. As for the tracking situation, vendors are required to provide a service with 'due care and skill'. However, there may be some terms and conditions that limit liability for events out of Australia Post's control (as others have indicated), and it might take an investigation to determine where the fault lies and how this all fits into the law. The fact that a foreign customs department is involve unfortunately only complicates matters.

At the end of the day, you've paid for tracking and it hasn't worked, and from the comments here we can see that your are not alone. If you want a refund for this portion of the cost, you could always try a complaint with your state's trading body Hopefully this thread will help others decide if paying for parcel tracking is worthwhile, and we'll continue watching this issue. I'd encourage others with experience with parcel tracking (good or bad) to keep posting here.

[Khary]

Ive had parcels to be signed for thrown over my balcony without being signed for, i have had one driver caught on camera opening my front door and letting himself into the hallway to leave my parcel there, subsequently leaving the door not only unlocked but unlatched - with a blind cat in the house. I have spent weeks of frustration holding off picking up a parcel at the post office as i was expecting others that i was then chasing as i had no word - only to find Aus Post noticed i had a few and kindly kept them all there for me, without letting ME know ! lol

The local post office staff seem to have taken the go slow LITERALLY not just for mail.

[petermac]

Why not just explain it? Less time and trouble than beating around the bush! WADH.

[TheBBG]

Why not just explain it?

a) It is standard internet for yonks
b) some people might be offended with it written out
c) some forum software filters anything deemed profane or obscene
d) google is your friend (as long as you are not overly concerned with privacy issues)

[teddlesruss]

UPDATE: The WORST one yet!

I didn't think anything could out-do the last experience above but I must say Australia Post have dug deep, they've dug to the deepest level of incompetence ever.

I ordered something on 11th December 2016, and waited for it. It had a Chinese tracking number as a matter of course, so I was able to see that it was shipped on the 12th, and arrived in Australia Post's care by the 14th. Nothing seen in 2016, nor January, nor February, and halfway through March I bit the bullet, asked the company for a refund (and received it, bonus points to them!) and re-ordered the items at higher cost (they'd been on special) in early April. On the 12th April (!!!!) my original items arrived, so I cancelled my second order and repaid the original invoice.

It's a record for Australia Post and myself - they took seventeen WEEKS to deliver an item from Sydney to a well-serviced town in Victoria.

Best bit: Their site recognised the Chinese tracking number but claimed never to have scanned it at all, and there was also an Australia Post tracking number label attached to the package just to give lie to that claim to never have scanned the Chinese number - and their own tracking number wasn't in their tracking system at all... And as far as staff could tell me, that tracking number had never actually been issued or scanned either, but the sender's copy of the label had been removed meaning someone had a record of it on some clipboard somewhere

I have to say that almost 120 days to cover 1000km is one of the slowest services I've ever experienced. This is the most incompetent pack of postal service incompetents I've ever dealt with, and I've dealt with the postal services of Pacific islands back in the 70's when nothing worked properly out there. Australia Post have established a new tide mark around the gurgler of incompetent performances...

[TheBBG]

Yours is not the first. They seem good at that! Ref my months old post.

Australia post Tracking 'Service' What a con

[newcole99]

Hullo Brendan, My parcel was finally delivered about a month ago to my friend's father-in-law, in Holland, for a fee. Wow. I still think the basic issue here,is that I paid for for tracking and I expected tracking - from when the parcel left the post office to when it reached its addressee. I thought the idea of tracking was that it actually tracked a parcel throughout its whole journey. The tracking I got stopped promptly at the back door of the post office where the parcel was posted. I think this is fraud.
Unacceptable. I would appreciate Choice taking this issue up. Regards
Jan Newby

[BrendanMays]

Thanks for the update @newcole99. Glad it hear it got sorted, and a shame it was so much hassle. I'll be sure to pass on your request.

[draughtrider]

Like @TheBBG I've experienced amazing tracking from USPS - whether it actually reflects reality we will never know, but it seems much better than what Australia Post expose to the end user.

Like @newcole99 suggested, and I have suspected for some time, what the end user sees when paying for parcel tracking is probably not the actual level of detail recorded - after all, if you told the customer everything you can't wriggle out of it.

Some years back I posted an article from Sale to Alice Springs - the tracking showed two things - firstly the detail of everywhere it went and secondly that Australia Post don't have any geography questions in their aptitude test. The parcel went Sale -> Sydney -> Melbourne -> Adelaide -> Darwin -> Alice Springs. Given the size and nature of the parcel it would have been road freight ... and took literally weeks.

Recently I've paid for tracking on a number of items. 'Mysteriously' these items register as "We've got it" against the originating post office and only progress to "It's on its way" when they hit the destination post office - I've seen usually 2 or 3 scan's at the destination post office before it gets "It's coming today" status. Everything in between is a mystery. Occasionally I see one extra hop somwhere, usually adjacent to the receiver/sender, maybe if it is an agency or similar? I'm sure it is possible that parcels are consolidated for bulk deliver, however given the source/destination combinations I've seen that is hard to imagine. My belief is that at some point Australia Post chose to obscure the detail of internal transit, probably because they were embarrassed about their lack of geography knowledge...