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For postal operators

• In brief
• What is expected of a PPO
• How to join
• Who to contact

Anyone who provides 'a postal or similar service' (see definition) can register as a Private Postal Operator (PPO). Where a PPO provides other services as well as postal services, the PIO can only investigate complaints about the postal services.

The Commonwealth Ombudsman has more than 30 years of expertise investigating complaints into the postal industry in relation to Australia Post. This provides significant insight and experience in postal matters.

In brief

• Australia Post must be a member of the scheme, but registration is voluntary for all other postal operators.
• The PIO can only investigate the actions of postal operators if they are registered.
• There is no joining fee.
• A Register of Private Postal Operators is maintained by the PIO.
• Postal operators may de-register at any time by writing to the PIO. However the PIO may still investigate complaints about actions that occurred when the postal operator was registered, even if the complaint is received after the postal operator has de-registered.
• The actions of the PPO's contractors and sub-contractors are considered to be the actions of the PPO, and are able to be investigated in the same way.

A brochure containing information for postal operators about the PIO is available in the 'publications' section of this website.

The PIO offers impartiality and integrity, fair and robust processes, and an understanding of the events that can occur in the course of service delivery. The PIO will not criticise a postal operator unless it has been given the opportunity to explain its actions or to resolve the problem itself. The PIO will encourage postal operators to develop good internal complaint-management processes that will provide transparent resolutions for complainants. Good internal processes will also help a PPO to minimise the cost of an investigation by the PIO.

The PIO also proposes to work with industry members to develop standards that can be used as benchmarks in handling complaints.

What the PIO expects of a registered PPO

The PIO encourages postal operators who register to:

• be open in dealings with the PIO, avoiding as far as possible the need for the PIO to take action to compel the provision of information or documents
• be prepared to take primary responsibility to deal with customers' complaints in the first instance
• take reasonable steps to ensure that customers are aware of the complaints scheme and that the postal operator is subject to the jurisdiction of the PIO
• provide the PIO with updated information relating to staff who are responsible for dealing with complaints
• create and maintain an internal complaint-handling process
• be prepared to pay the fees arising from investigations.

How to join

Complete the Registration Form and fax, mail or email it to the contact details provided.

Your registration becomes current as soon as we complete your details in our system. You will then be sent a confirmation letter and a Certificate of Registration which can be displayed publicly if you choose.

You will be requested to provide a copy of your Terms and Conditions of service, and any other guidelines which provide information in relation to the delivery of a postal or similar service. This will enable our staff to analyse any complaint within the context of your company terms and conditions, and decide whether or not an investigation is warranted.

Who to contact for more information

Phone 1300 362 072, explain that you wish to enquire about registration as a PPO, and request to be put through to a member of the PIO team, or send an email to pio@ombudsman.gov.au with your details and we will contact you.

For postal operators

• Fees for service
• Registration form