I finally got consent to speak with Aust Post about my missing parcel, but it was a complete waste of time. Initially I was advised that it was "lost in transit", but when I questioned the fact that they had a signature for the item, an AP customer service rep from corporate services advised that the item was "misdelivered". I questioned how the person to whom my parcel was supposedly "misdelivered" knew my name in order to forge my signature, as this contractor has never once stated my name when delivering parcels (nor asked for my name or ID), and the parcel is not handed over prior to signature. I was then told it was not clear that the signature obtained was an attempt at my signature.
I was stunned. The signature showed my first name clearly, as it was printed letter for letter (with correct spelling too though there are other ways of spelling my name), yet the AP rep would not acknowledge this. At this point it was clear that further conversation was a waste of time, so I just advised him that the only explanation that made sense to me was that the item was signed for by the contractor, and that if it happened again I would contact the police. I had hoped that this information would be passed on to contractor and that he would take more care when delivering my parcels in the future.
However, two days ago I was expecting a parcel to be delivered and as I knew I would not be at home, I left a sign next to front door stating that I did not want the parcel to be left, but carded instead. The parcel label stated that the item did not require a signature, but should be left at the local PO if not delivered (I am seeking clarification from the store about this). I know AP can do a "safe drop" if a signature is not required, however, I thought this was in the absence of other postal instructions.
But even assuming the contractor was entitled to do a safe drop, the parcel was left on my front doorstep in a location where it was visible from the street. Not only is this not a safe location, it is the same place where I believe he left the parcel that was stolen (though I cannot state this for a fact since the contractor claims to have "misdelivered" it). Safe drop also requires that a card be left stating where the parcel is, though as it was left in such an obvious location I guess the contractor considered the card was unnecessary!! I will be making a complaint about this after I get further info from the store about their delivery instructions, but I don't hold out much hope that anything will be done about it.
The solution to the problem is not as simple as getting insurance for valuable items, as the store that my stolen parcel was purchased from does not offer anything other than standard postage with a signature required. In any case, why should it be necessary to purchase insurance when the problem has only occurred because AP did not provide the service they were paid for?
It seems that AP don't care whether their contractors do their job properly or not. This is likely due to it being more cost effective to risk the loss of items than to provide the service they are being paid for, especially when the maximum compensation they will provide for uninsured items is $50. And of course it will increase the likelihood that people will buy insurance to protect themselves from loss.
Nothing is likely to change as AP know consumers have no choice in many instances but to use their services if wanting to purchase items online.
