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The PIO's jurisdiction

The Postal Industry Ombudsman (PIO) investigates complaints about Australia Post, and other postal or courier operators that are registered as a Private Postal Operator (PPO) under the Ombudsman Act 1976.

The PIO:

  • is independent and impartial, and does not represent either consumers or postal operators
  • can make suggestions or recommendations arising out of his investigations
  • is a function of the Commonwealth Ombudsman.

The PIO can only investigate a complaint if:

  • the postal operator is Australia Post or a registered PPO
  • the complaint relates to a postal or similar service (see definition)
  • the complaint is made within 12 months of the action which caused the complaint.

The PIO cannot investigate:

  • actions of Australia Post or a PPO which are not related to a postal or similar service
  • complaints about postal operators or couriers which are not registered as a PPO
  • matters which are the subject of a court or tribunal hearing (unless special circumstances exist)
  • complaints by Australia Post against a PPO
  • complaints by a PPO against Australia Post or another PPO (complaints about the administrative actions of Australia Post can be made to the Commonwealth Ombudsman).

The PIO may also decide not to investigate complaints if it is considered that:

  • the complaint is frivolous or vexatious or not made in good faith
  • the complainant does not have sufficient interest in the matter
  • investigation would not be warranted in all the circumstances.

Postal services will generally be supplied under a postal operator's terms and conditions. In the case of Australia Post, its terms and conditions are made under the Australian Postal Corporation Act 1989 and apply unless a customer has made a specific agreement with Australia Post. In the case of other postal operators, their terms and conditions will form part of the contract between the customer and the PPO.

The PIO can consider whether a postal operator's terms and conditions are unreasonable, or whether it is unreasonable to rely on them in a given case. However, if a customer has chosen to deal with a particular postal operator where a competitor's services would have been available, the PIO is unlikely to criticise terms and conditions that are not themselves contrary to relevant unfair contract or trade practices laws.