Australia Post denies customer's sinister 'blacklist' theory

·2-min read

An Australia Post customer has claimed the postal service "blacklists" certain people after she was unable to call through to the customer service line.

"If you have to deal with Australia Post customer service, please note that they seem to have some call routing system where if you’re placed on their “blacklist”, you’ll spend hours on the phone without getting through," the woman wrote in a Facebook post.

"Try calling from another number and you’ll be surprised."

An Australia Post sign outside an office.
Australia Post denies black listing customers.

The woman claimed she had been trying to contact Australia Post, following the contents of an express post-shipment being damaged.

"This Monday, following a number of calls trying to get Australia Post to honour their insurance, I tried to call them again," she said in the post.

"The machine said, 'the expected wait time in the queue is 30 minutes'," she said. "50 minutes later my patience was wearing off."

The woman said she called from another number, claiming she had different music on the call waiting and got through to an operator within 10 minutes.

"When I asked her if the calls are managed on a first-come, first serve basis, her answer was affirmative," she wrote. 

"This was all while my first call was still in the queue."

Australia Post dispute claims of a blacklist

Australia Post told Yahoo News Australia there is no such thing as a blacklist of customers.

"Customers can seek help with their queries online by visiting auspost.com.au/help-and-support, as well as by phone," a spokesperson told Yahoo News Australia.

"Thee best way to receive the most up-to-date information about deliveries and to track items is via the Australia Post app, or through our online tracking tool."

Australia Post announces big change to deliveries, trading hours

The postal service announced they will be extended trading hours and twilight deliveries as the festive season approaches. 

From November 27, extended trading hours will kick off in more than 380 Australia Post outlets across the country, which will run until December 23 to cope with demand.

Twilight deliveries are also being rolled out across Melbourne and Perth, which will enable the delivery of an additional 25,000 parcels per day.

With more than 10 million parcels being delivered every week, volumes in December are expected to surpass last year’s record 52 million parcels delivered by the postal giant.

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