And this is just one of the many reasons that we stopped using Australia Post for 99.9% of our parcels months ago.  The impersonal 'just a number' approach to customer service displayed by AP is not something I want to expose us or our buyers to.  Ya know, when sellers do EVERYTHING in their power to keep their buyers happy, then send off a parcel for which we pay premium rates, to have it turn up at it's destination damaged, with no explanation, apology or accountability is just BS. 

If I were to treat my customers the way AP treat theirs, with such a lack of care or regard, I'd be out of business!