This morning Australia Post sent me this message:
Thanks for engaging with us on Social Media. I just wanted to let you know that this post will no longer be monitored for comments, so if you have any further questions or concerns, please send us a Private Message or post a new comment on the wall.
Later today they sent this message:
Thanks for getting in touch with us with these details.
Before we begin an investigation, I just need to confirm a few more details. If you could provide the following information we can advise further.
– Did you receive a parcel item awaiting collection card in your Post Office Box?
– Have you checked with your daughter the item was addressed correctly?
– Have you asked your daughter what name she placed on the item? Sometimes we may use nicknames or titles (Mum, dad etc)
– Description of the contents of the item
ANSWER: Birthday present
I look forward to hearing from you.
Want to see something very interesting/scary/depressing on this case, which received quite a lot of interest yesterday? Visit the Australia Post FaceBook page and scroll down until you see a pointer to “Posts to Page” … click on that and read hundreds of complaints almost identical to mine about lost articles with tracking numbers. I’d say Australia Post is seriously in melt-down. In the 1980s I worked in public relations for Australia Post and we’d hang our heads in shame (and run and hide) if we had this level of complaint. And we’d bust a gut to fix anything like this. Shame it can’t happen 30 years later …
Few things irritate me more than having to complain about poor service. If you have to complain about poor service, that business has lost you and you’re probably not going to go back. But what if that business has a near-monopoly on the service you need? Like postal services … such as Australia Post. That’s how it is where we live, in Longreach, Outback Australia. So when there was a problem last week with delivery of a birthday present — sent by tracked parcel post from Brisbane — we approached the postmaster to sort things out. At this point, Monday morning, October 27, the parcel basically has been declared lost and it looks like we’re going to miss out on the expensive birthday present sent from daughter … even though we have the tracking evidence (above) that the item was indeed sent, travelled and was logged into Longreach post office last Tuesday, October 21, “awaiting collection”. Oh-oh, but that’s only the start of it. The postmaster, standing there at the counter, is now suggesting that there are only two options: either we have collected it and lost it; or the parcel was wrongly addressed and has gone to someone else.
So I decide to escalate the matter to HQ. The good old last resort. The postmaster writes down a number for me to call with my complaint: 131318. Turns out that’s the central “customer service” number and there is no “option 1-4” for complaints so it’s impossible for me even to lodge a complaint. Haha, nice dead-end strategy, that. But hey, I find the complaint number on the Australia Post website (it’s 03 8847 9045 if you need it) and call.
Now I’m stumped … after 20 minutes listening to “on hold” music I give up, having heard “we apologise for the delay. we will take your call as soon as possible” about 20 times and “sorry, all our consultants are taking calls at the moment” about five times.
Would you help me out, please, by sharing this post as widely as possible and let’s see whether we can scare up some help from Australia Post using good old viral people power?