About the PIO

The Postal Industry Ombudsman (PIO) is an independent body that investigates complaints about the postal and courier industry.

The PIO can investigate complaints about Australia Post, or about any other postal or courier operators that register with the scheme. Registration is voluntary.
See list of registered members.

The office of Postal Industry Ombudsman is held by the same person who holds the office of Commonwealth Ombudsman. See Commonwealth Ombudsman website for more information.

Promotional material

Brochures

Brochures containing information about the Postal Industry Ombudsman can be downloaded:
How to make a complaint to the Postal Industry Ombudsman
Information for postal operators

Text for general use

The attached text is provided for use by organisations that wish to inform their members about the PIO scheme through their newsletters or other publications. It may be copied and pasted as a whole or in part.
Text for general use

The PIO's jurisdiction

The PIO can only investigate if:

• the postal operator is a member of the PIO scheme
• the action complained about happened on or after 6 October 2006
• the complaint relates to a postal or similar service (see definition)
• the action complained about was undertaken by a manager, employee, contractor or subcontractor of the postal operator
• the complaint is made within 12 months of the action which caused the complaint.

The PIO cannot investigate:

• complaints by Australia Post against a private postal operator
• complaints by private postal operators against Australia Post or another private postal operator (complaints about the administrative actions of Australia Post can separately be examined by the Commonwealth Ombudsman)
• matters which are the subject of a court or tribunal hearing
• actions related to the employment of staff by a postal operator
• actions related to the corporate governance of a postal operator
• actions about postal operators or couriers who are not members of the scheme.

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
• further investigation would not be warranted in all the circumstances.

The PIO does not normally investigate complaints about purely commercial matters, for example a decision to increase prices.

How a complaint is considered

The PIO aims to settle disputes quickly and informally. The PIO has regard to the law, the established policies or service charter of the postal provider (if any) and also to what is fair and reasonable in all the circumstances.

The PIO will not normally investigate a complaint until the postal provider has had a reasonable opportunity to settle the matter with a complainant.

The PIO investigates complaints by considering the facts provided by both parties. The PIO is not a consumer advocacy service but rather seeks to assist both parties to a dispute by reaching a fair and equitable resolution.