Damaged mail
Before contacting the PIO with your complaint, we ask that you pursue the matter as far as possible with the postal operator.
Common reasons for damage include:
- the item being too fragile for the post (for example, fine glassware)
- packaging not being sufficient to protect the item against the normal stresses of mail handling
- accidental damage caused during the processing or delivery procedure (for example, a package being crushed by a fork lift)
- malicious damage (for example, vandalism of street posting boxes).
The information on this website about compensation may also be relevant to complaints about damage.
If you are sending mail, or having something sent to you, refer to the terms and conditions and any packaging guidelines the operator may have. The terms and conditions may provide information about compensation for damage and any exclusions from liability. Packaging guidelines have been developed based on experience in handling mail items and take into account handling practices at all stages of transport, processing and delivery.
If you are complaining about a damaged item:
- check whether the packaging complied with any packaging guidelines (this may be something you can take up with the sender)
- take photographs of the packaging and the damaged article if possible, and retain all the packaging
- report the damage to the postal operator as soon as possible after it is discovered.
We may be able to investigate a complaint if:
- compensation within the limits applicable to the service purchased has been refused without explanation
- the postal operator refuses compensation on the basis of inadequate packaging, but the packaging complied with relevant guidelines.