Heads Up Re Aus Post

[arnl7178]

I had an item go missing, even though it was marked as delivered on the other end.

I've been in talks with AP for almost 2 weeks regarding the missing item and they finally "concluded" it is in fact, missing. How, they couldn't establish. Upon asking why we have tracking if they can't tracked the said article, and asking about compensation, this is (one of) their pathetic replies.

So basically, tracking means nothing, and their compensation is return of the postage cost. Bye bye item. Personally, I think that's disgusting customer service.

Tracking is provided to allow for the convenience where available for the sender and the intended recipient to keep abreast of the articles movements.

Australia Post advertises that the scans are not compulsory except for the lodgment scans however in most instances scans do occur.

Australia Post in the next few months more will introduce more than 26, 000 scanners which are being made available to delivery officers, post shops and delivery facilities to improve the chance of a current non compulsory scan event occurring.

The tracking number also assist us in understanding tracking to confirm that the article has reached the correct delivery centre and which delivery officer was assigned the delivery of the item.

We can only confirm with the delivery officer his knowledge of the delivery as he has scanned at 12:05 pm on the 3 April 2013 that he has deposited the item at the address as nominated which is the correct time for the route he would have been assigned.

The article if removed after delivery would be a police matter as they will assist with the intended recipient if they are claiming mail tampering.

The tracking of the item is not the problem I perceive as it shows the movement of the article from when you manifested it to the inbound delivery centre and then that it had been delivered.

It has either been delivered incorrectly from the address supplied, removed after being delivered or maybe accepted by another person who has failed to inform the intended recipient.

I am understanding that you are furious that the item you have been informed is not in the hands of the person you wanted it to be however as pointed out please possibly look at alternative ways to ensure articles are either safe stored at the local post office if they cannot be delivered (safe dropped) or request the receiver to sign for the article with or without extra cover.

I have sent out the Money Order #4386289506 for $6.20 to the following address

[thecatspjs]

As Australia Post have accepted liability for parcel loss in correspondence to you - and for this reason alone - "that has been declared lost by Australia Post"  then I would file a complaint with the PIO (ombudsman). 

The ombudsman will review the relevant legislation clause, the Australia Post terms and conditions pertaining to the product and the applicable Australia Post policies - if there are policy inconsistencies and/or misleading consumer information then this falls into the ombudsman remit. 

[digital*ghost]

I hope you get a reply - I haven't had a single one of my questions posed to AP answered, and I've asked via various mediums. 

[travelling_agoraphobic]

So you sent a Flat-Rate eBay satchel via Click and Send, you chose the delivery option ‘If premises unattended place a card in the post box and leave parcel at neared AP outlet’. Those instructions were ignored and the parcel sent missing.

Here's how I handled that very same scenario ....

http://www.australiapostmonitor.me/when-a-parcel-goes-missing/

Mention that you will be taking this incident to the PIO and see what happens next.

[arnl7178]

I got a reply, and an offer of a refund. Although, they want cost value, not sale value which of course, is impossible on a second hand item. I can't remember when I bought it, let alone fine a receipt for it.

I should mention, the article that went missing was under $5 so it's not the monetary value I care about. It's the principle.

DG, there's your "reply", even though it's ambiguous.

I do apologise for referring to you as the receiver, yes I clearly can see that you are the sender and I acted with a bit to much haste in my response.

In nearly every instance the postage cost is the refund that is payable on a Parcel Post service.

The reason is that the sender at time of sending has the option of purchasing “signature upon receipt” to ensure that all parties had an understanding that the article had made it to the known address and someone at the is address has taken possession of the item.

By not utilising this service the intended receiver can easily claim they have not received the items which our records indicate were delivered. All registered items provided for up to $100 in content compensation of the $2.95 purchase price. This is why no compensation is payable on the contents and is payable on the postage only.

For my previous oversight in advising you to go back to the sender which you clearly are I have gained approval for a discretionary payment upon a valid receipt of the contents. Please forward proof of cost value not sale value to allow me to refund the postage and provide a discretionary amount of no greater than $50 for this declared missing article.(http://auspost.com.au/statutorydocuments/generalpostalservices/Frame.htm

73 Amount of Compensation)

In covering your last part of the previous response about scanning events, this has been updated as of 8 April 2013 when we started to roll out over 26,000 new scanners through our network which will provide for far more scanning events, which will assist the customer as much as Australia Post. The finalisation of this roll out will occur in 2014.

On the web page “Simply Send It” you will see this disclaimer “Service conditions apply. See the Australia Post Terms and Conditions for details” Until the 8 April it alluded to articles were scanned only where the appropriate equipment was made available as many smaller LPO’s and delivery centres at the time with the increase of mail did not have all the necessary technology or man power to do this.

The new roll out as of April 2013 will now mean that articles that have been posted after 8 April 2013 will and should have more extensive and comprehensive scans, however this still may not be fully functional until 2014.

On behalf of Australia Post I am sorry if I have upset you previously from my email response as this ws not my intention, however was my mistake.

Sincerely

[arnl7178]

So you sent a Flat-Rate eBay satchel via Click and Send, you chose the delivery option ‘If premises unattended place a card in the post box and leave parcel at neared AP outlet’. Those instructions were ignored and the parcel sent missing.

Here's how I handled that very same scenario ....

http://www.australiapostmonitor.me/when-a-parcel-goes-missing/

Mention that you will be taking this incident to the PIO and see what happens next.

That could be me, travelling! It's an identical situation.

Thankfully, it's only taken 2 weeks of "negotiations" with them for them to offer a refund but still, it's appalling customer service.

It's no wonder the option for the recipient to be carded has been removed from C&S. I'll put money on it never coming back as an option either.

[putney32]

oh if it was a 2nd hand item you sold for $5 but they will ONLY refund cost price, you need to let them know that it actually cost your $15 and you sold at a loss !!!!!!!!!!!!!!!

so, thanks, I eagerly await my $15 money order 😉

[judyztreasurez]

So, they are saying that purchasing signature on delivery also gives up to $100 compensation?

[judyztreasurez]

Just what I was thinking Putney 😄

[arnl7178]

oh if it was a 2nd hand item you sold for $5 but they will ONLY refund cost price, you need to let them know that it actually cost your $15 and you sold at a loss !!!!!!!!!!!!!!!

so, thanks, I eagerly await my $15 money order 😉

They want "proof" though. I obviously don't have a receipt for the item when I had it new, so all I could provide them is the eBay sale.

They won't accept that though. They want COST price.

[digital*ghost]

They want "proof" though. I obviously don't have a receipt for the item when I had it new, so all I could provide them is the eBay sale.

They won't accept that though. They want COST price.

Someone's been taking tips from Royal Mail - they do this often to seller's of secondhand items (or so I've read on other marketplace forums, where the difference between cost and sale price on highly collectible items can sometimes be several hundred dollars). 

All registered items provided for up to $100 in content compensation of the $2.95 purchase price. This is why no compensation is payable on the contents and is payable on the postage only.

Bogus comment - registered was and is $3.20, but the $2.95 SOD option, introduced post-April 8 does not include $100 compensation. Guess even AP staff can't quite keep up with all their new, simpler, products and services...

In covering your last part of the previous response about scanning events, this has been updated as of 8 April 2013 when we started to roll out over 26,000 new scanners through our network which will provide for far more scanning events, which will assist the customer as much as Australia Post. The finalisation of this roll out will occur in 2014.

So, No matter what speed or size you choose, every parcel is tracked actually means

 No matter what speed or size you choose, every parcel is tracked.....it just might not be until 2014 sometime.