Making a postal complaint—information for consumers

The PIO can investigate complaints about Australia Post, or any organisation that has joined the PIO scheme (see our member's register).

You can make a complaint to the PIO online or by telephone, fax, email, in writing, or in person at any of the Commonwealth Ombudsman offices in each State or Territory. Complaints may be made by the person with the problem or by a person authorised to represent them.

Our service charter sets out the standards of service you can expect from us, and what you can do if those standards are not met.

The PIO cannot investigate complaints about postal operators or couriers who are not members of the scheme. The PIO can only investigate complaints about registered postal services where the action took place on or after 6 October 2006.

Complaints about Australia Post actions before 6 October 2006 can be made to the Commonwealth Ombudsman.

If the PIO cannot investigate your complaint, you can go to the department or agency in your State which handles matters relating to fair trading and consumer affairs.

ACT Office of Fair Trading
NSW Office of Fair Trading
NT Department of Justice Consumer and Business Affairs
QLD Office of Fair Trading
SA Office of Consumer and Business Affairs
Consumer Affairs and Fair Trading Tasmania
Consumer Affairs Victoria
WA Department of Consumer and Employment Protection