Australia Post's major change to tackle common customer complaint

The new plan to ensure people get their parcels delivered promptly comes into effect from today.

Australia Post has announced a new way to tackle one of the biggest customer complaints.

With Christmas just around the corner — and with the carrier having delivered some 52 million parcels during December last year alone — Australia Post says it's gearing up for another bumper season and, is making moves to ensure Aussies get their parcels conveniently and quickly.

Improved locker service debuts from today

From today, when a postie can't safely deliver a parcel at a customer’s home, and can't return the parcel to the nearest post office during operating hours, they'll now place the package in a "free 24/7 parcel locker located within one kilometre of the customer's address".

Australia Post lockers.
Australia Post has unveiled a bold new plan aimed at tackling a major customer complaint. Source: Australia Post.

Customers will then be notified via the AusPost app — or by text — that their parcel is in the locker, and be given 48 hours to collect it. If it hasn't been picked up after two days, Australia Post staff will move the package to the nearest post office.

Australia Post had introduced the free parcel locker service for undelivered parcels ahead of the busy 2021 Christmas period, but previously there was no option to drop the parcel into a locker if a customer had been alerted of the delivery outside post office hours. Now the parcel can go straight to a locker if the post office is closed.

For those who do not have an Australia Post parcel locker nearby, undelivered parcels will continue to be taken to the post office.

Executive General Manager of Parcel, Post and eCommerce Services at Australia Post, Gary Starr, said the service is aimed at making lives easier for Aussies as the festive season kicks off.

"We know customers are very busy towards the end of the year, so Australia Post is supporting them through more convenient delivery options," he said.

Australia Post lockers.
Aussies will have to first sign up to the service, and then they'll be given 48 hours to collect their parcel from the lockers before they're moved to a post office. Source: Getty.

"Collecting missed deliveries from nearby Parcel Lockers means customers who aren’t home for their delivery and can’t make it to the Post Office can still collect their parcels via our Parcel Locker network.

“We delivered 52 million parcels last December and we’re expecting another huge festive season this year, driven by the growing popularity of cyber sales events.

Aussies can register via the AusPost app

Aussies with a MyPost account or the AusPost app can already register to have their parcels delivered at no extra cost to any lockers convenient to them, instead of their home or workplace.

Australia Post has more than 700 locker locations nationwide, — including at select train and petrol stations — with six million parcels having already been directly delivered to the lockers. Those wishing to register for a free Australia Post parcel locker can do so via the AusPost app on the Apple Store or Google Play.

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