Oz Post Store please clarify SOD compensation April 2013

[thecatspjs]

?:|

There is a lot of conflicting information regarding the level of compensation that would be payable for lost or damaged parcels if the Signature on Delivery service is purchased for a parcel.

I can see that AP staffers have recently posted on other boards threads at this time - be great if you could respond to this one with clarification of the actual compensation level available with SOD - before you need to consider adding extra cover.

Is it $ 0

Is it $50

Is it $100

Is it something else ??

Thank You

[viewmont1071]

http://www.consumer.vic.gov.au/contact-us/make-a-complaint

When to complain

We can only act on a particular dispute if a formal complaint is made.

We advise and assist both consumers and businesses; however, we can only accept a formal complaint about a business or landlord, not a consumer or tenant.

We invite written complaints when:

• the consumer or tenant has made a reasonable attempt to resolve the dispute with the business or landlord. For more information, view our Resolve a dispute page


• the subject matter is within our jurisdiction and is not more appropriately handled by another body 


• consumer or tenancy legislation or the consumer’s or tenant’s contractual rights appear to have been breached 


• the complaint has a reasonable chance of being settled 


• the Victorian Civil and Administrative Tribunal (VCAT) or the courts have not already ruled on the matter and there is no case pending.

 

 

http://auspost.com.au/statutorydocuments/generalpostalservices/Frame.htm

 

6 Governing Law

6.1 These Terms and Conditions are governed by the laws of Victoria.

[viewmont1071]

This was asked many times on your Facebook page and many times AP staff guaranteed it was a glitch and would be returned.

grab some screeb shots if you have been given conflicting and misleading information

ctrl alt... print screen.. open paint then select object and paste.

[dickos-extreme]

Hi PJ,

I understand your confusion over this, it is bound to happen with such sweeping product changes. I can confirm for you that Australia Post may, at its complete discretion pay compensation of up to $50 for parcels lost or damaged that have no extra cover attached (ie, tracking only, or tracking + signature).

As always though, if you are concerned about the safety of your sale items we encourage you to take out enough extra cover to provide you with the peace of mind of knowing that neither you nor your buyer will be out of pocket if the worst occurs.

Alice

Got to love Australia Post. NOT. X-(:^O

Alice what you are saying is now that the "Do not safe drop option" has been removed Aus Post can do as they please. How can a business get away with taking no responsibility for their lack of care and service.

In other words just through the parcel an the bin and say they delivered it.

Or through it over the fence, place it ON the mail box for the next person walking past to steal. ?:|  NOT GOOD ENOUGH Australia Post.

I will say I am sure the vast majority of AP staff are honest hard working people. Who take pride and care in their job. But as we have seen in the press lately this is not the case all the time.

There is absolutely no onus on Aus Post doing what they are paid to do.

You are going to hold us to ransom by forcing us to pay an extra $2.95 for Signature on delivery, even this gives no real protection now. We need to pay even more for that. What a joke.

You up your prices (to an absurd price) reduce the service to pathetic at best and expect us just to take it.:^O

Your CEO is implementing his program called "Future Ready" :^O.The program involves the implementation of a more customer-focused business model that is designed to capitalise on Australia Post’s reputation as a trusted services provider.

I have never seen AP lees customer focused. And your reputation is in the toilet.:O

All in all Australia Post you are ripping of your customers with a lower level of service at a price many can no longer afford.. Absolute Price Gouging.

But I suppose there is one person happy with all this.

The CEO or $3 million dollar man, imaging the extra bonus he expects this year after this.

[annies_fancy_dress]

I've have not had many problems with lost parcels, but a few with returned to sender issues that are not AP's fault.

I think these changes are part of an ongoing upgrade to make AP equal to a courier service.

I see these changes as a step to PROPER tracking, where parcels are scanned at every stage.

Maybe people should get bigger letter boxes or provide a more secure place to leave parcels around the home.

Alternately, have the parcel delivered to a convenient post office where you can collect it yourself.

My closest PO, which is NOT the one I have to go to collect parcels when I am not home, is happy to have their PO as an address for me. Then again, I go there nearly every day.

[putney32]

I've have not had many problems with lost parcels, but a few with returned to sender issues that are not AP's fault.

I think these changes are part of an ongoing upgrade to make AP equal to a courier service.

I see these changes as a step to PROPER tracking, where parcels are scanned at every stage.

Maybe people should get bigger letter boxes or provide a more secure place to leave parcels around the home.

not possible if you live in an apartment or units

Alternately, have the parcel delivered to a convenient post office where you can collect it yourself.

that is called a PO Box and the minimum cost is $100 per annum

My closest PO, which is NOT the one I have to go to collect parcels when I am not home, is happy to have their PO as an address for me. Then again, I go there nearly every day.

that is against aust post regulations, if it is a LPO they would prob. get away with it, but it is as a favour, not standard aust post practice

not an easy solution for city / suburban buyers.

[bigbrickshop]

I still haven't had confirmation in writing from Aus Post regarding Extra Cover for the flat-rate satchels and boxes.

Previously we could pay an extra $1 to add Signature on Delivery which included cover up to $100.

To send our flat-rate boxes with cover of $100 Aus Post has advised me to select Signature on Delivery for $2.95 plus $1.50 Extra Cover. This is not possible when using the flat-rate boxes. We have never been able to add Extra Cover!

The information from Aus Post customer service staff is still inconsistent.

Either the Signature on Delivery already includes cover up to $100 (as it has always done and continues to do for Registered Letters) or the C&S website needs to be changed to allow Extra Cover to be selected.

[digital*ghost]

I think this is something that really needs clarification, especially as, if nothing has changed as far as the discretionary compensation is concerned, as already mentioned it renders the $2.95 Signature option virtually pointless.

Otherwise, that would mean (at least for a <500g parcel - sending a 1+ kilo parcel would change the comparison), you can process a 500g parcel through C&S, not use the flat rate satchel, pay $6.95 and have proof of shipping and a parcel eligible for (discretionary) compensation.

Or, use the flat rate satchel, pay $7.15, have proof of shipping but a parcel ineligible for compensation. 

Something there does not compute, given that IMO there was never a good reason C&S flat rate didn't qualify for discretionary compensation, other than the fact that it was cheaper than other methods. 

[bigbrickshop]

I've finally had a response from Aus Post to an email sent on 16/4, eight days ago!

Thanks for getting in touch with us about compensation for items processed via Click and Send. I can certainly offer you some advice on this.

The signature option if selected, previously provided cover for up to $100 in case of loss or damage for flat rate items. However, after15 April due to the changes in service standards and features I can confirm for you that Australia Post may, provide a refund of postage only; or at its complete discretion, pay compensation of up to $100.00 for items that have no extra cover. If signature is not selected this means that Australia Post may at its complete discretion, provide a refund of postage only; or pay compensation of up to $50.00  (i.e. Tracking only), if an item is confirmed as damaged or missing.

We have referred a request to the Management team to enable ‘Extra Cover’ for flat rate items after choosing ‘Signature on Delivery’ at the time of the transaction and hope this will be updated shortly.

As you may be aware Registered Post is not available through Click and Send. However if you require extra cover, please select Parcel Post + Signature under ‘Own packaging’ and you will be able to input the value of the contents, and add extra cover to the transaction. The payment option will then be to "Pay later at post office" or online with a courier pickup (extra charge).

[bigbrickshop]

So, if we pay the $2.95 for Signature on Delivery any compensation for loss or damage is still subject to Aus Post's complete discretion!

[chezzy]

So this is how I understand it:

Pay the extra $2.95 for SOD = AP may/may not pay compo up to $100

Send by ordinary post = AP may/may not pay compo up to $50

and if we believe some of the stories we are hearing AP might only reimburse postage cost??