Australia Post Passing The Buck.....

[crowsman53]

Thought some sellers might be interested in this episode I just had with Australia Post .

Sold an item and buyer paid, sent the item and when the buyer received the item it was open and the contents were missing. He contact me and told me that I was the one who had to lodge the complaint according to Australia Post Web Site. I sent a replacement for the one that went missing and asked if he could send me photos  which he did along with a Statuary Declaration. When I went to the Post Office to post more items ( Not My Normal PO) I asked what I should do about this they told me to contact Complaint's. I contacted AP Complaints on 137678 and got the run around. They tell me the Buyer is the one to make the complaint Not the seller, I explain I have Photos and a Statuary Declaration and was more or less told they mean nothing. I was starting to loose it with this So Called Manager and in the end I did and blasted him with all sorts of words which I will not repeat here..... I told him I was going to go to the Media here in Adelaide and his reply was Just make sure you have your facts right. The Facts are simple Item was open before delivery, I have Photos and a Statuary Declaration and they want me to start all over again by getting the buyer to start  the claim.... This is only a $6.00 Item but it is the principle of the matter. We pay for a service and Australia Post Cannot Supply this service..Where should I go from here?? Drop it? Forget It or proceed to the Postal Ombudsman?

Thank You

[phorum_junkie*]

Why shout at somebody in the PO? You should have gone through the complaints department as advised. If the parcel was not signed for but put in the mail box then anyone could have sliced it open and removed the contents. Usually a recipient would be the one who should make the complaint when an item is delivered damaged which technically is the issue here, a seller makes the complain for a missing parcel, not for missing contents. A buyer or seller may assign the right to make the complaint to the other party, there used to be a place on the complaints form to do this and that is the only way the other party can make the claim.

Try following correct proceedure in a polite and businesslike way and you may get somewhere.

[davewil1964]

PIO.

OR contact AP complaints department again and talk to a supervisor.

In all walks of life, talk to a supervisor, not a minion who is unable to authorise anything and uses a cheatsheet to respond to ALL queries.

[crowsman53]

PJ

I'm on Port as it warms me up... Not Gin   I never shouted at anyone in the PO I lost my temper with AP Complaints department after 30 minutes on the phone.. Not the PO Staff so where do I go from here somebody tells you one thing and sombody else tells you something different. I have the photos, Stataury Declaration which the buyer sent but AP are not interested.

What Now?????????????????????

[crowsman53]

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@davewil1964 wrote:

PIO.

OR contact AP complaints department again and talk to a supervisor.

In all walks of life, talk to a supervisor, not a minion who is unable to authorise anything and uses a cheatsheet to respond to ALL queries.

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Spoke with the so called manager??????

[davewil1964]

PIO then

[crowsman53]

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@davewil1964 wrote:

PIO then

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I am looking into the ombudsman at the moment and just reading through their page to actually see where it will take me and what info I require. I still think the local media here in Adelaide will get this sorted out and I will call 5AA tomorrow. I am really peed off as I say we Pay For A Service and AP are not supplying it. I hate Theives..............................................

[phorum_junkie*]

 They tell me the Buyer is the one to make the complaint Not the seller

Which is entirely right, if you want to make the complaint then the buyer has to fill in the complaint form assigning the right to you. The complaints department merely told you the correct proceedure and no amount of photos, stat decs or anything else including the media or the ombudsman is going to change that.

[crowsman53]

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@phorum_junkie* wrote:

 They tell me the Buyer is the one to make the complaint Not the seller

Which is entirely right, if you want to make the complaint then the buyer has to fill in the complaint form assigning the right to you. The complaints department merely told you the correct proceedure and no amount of photos, stat decs or anything else including the media or the ombudsman is going to change that.

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Ok Fine but why do AP Offices tell you one thing are they not probably trained to do so, answer questions such as a simple What Do I do in stead of passing it on to the telecommunications side... Why was the buyer told its the sellers problem now it is back to the buyer..... Passing The Buck???? Original Post. Tomorrow or Thursday I will be asking The Media because I am sick and tired of AP Run around. This is #$!^ with AP and their system  Come on Guys and Gals we have to work together not against each other.....

I Swear To Drunk i'm Not God

[jensmanchester-australia]

I think your buyer misinformed you when they said the sender had to lodge the claim for a damaged parcel.

From the AP website.

Who can lodge a compensation claim Click to expandItems received damaged or missing contents

• All claims must be made by the recipient of the item.

It is the buyer - not the sender who lodges a claim in these situations.