If you have ever felt frustrated dealing with Australia Post, you are not alone. More than 4,300 complaints were made about Australia Post last financial year, accounting for nearly one in five complaints received by the Commonwealth Ombudsman.
According to the federal watchdog, delivery issues, lost items, and delays continue to be the most common concerns raised by customers. This frustration is also reflected online, where thousands of Australians have joined Facebook groups and Reddit communities dedicated to discussing Australia Post experiences. Many of the complaints share similar themes and have persisted for years, raising questions about why the same issues keep happening despite ongoing customer feedback.
Delivery Issues Dominate Complaints
Delivery issues were the most common complaint category in 2024-25, according to the Ombudsman. Among the most frequently raised concerns online is the infamous “attempted delivery” message. A quick online search reveals countless examples, many posted only days apart.
“I got a text message saying (my) parcel would be delivered between 11.40am and 1.40pm today. I was sitting in front of my open front door during those hours and no one came near the front door,” one user wrote in April. “Australia Post delivery is the biggest joke out there.” The customer said they later contacted Australia Post and were told a delivery attempt had been made and the parcel had been redirected to a post office.
Others shared similar experiences, claiming they received “attempted delivery” notifications despite being at home at the time. One user said their home security footage showed no delivery attempt had been made, despite the app stating otherwise. Another posted CCTV footage appearing to show a postal worker approaching a property without a parcel, taking a photo of the door, and then leaving.
“How does Australia Post justify charging for a delivery service (when) they clearly have no intention or ability to complete it?” Customers who believe delivery attempts were not genuinely made are often left with no choice but to collect their parcels from a post office themselves, prompting some to question what exactly they paid the delivery fee for.
Parcel Collection Headaches
For many customers, the frustration does not end with a missed delivery. Once parcels are redirected, collecting them can become a challenge in itself. Some post offices operate primarily during business hours, making it difficult for full-time workers to pick up their items. While some branches open on weekends, others do not, meaning customers must juggle work commitments or leave early just to collect a parcel.
Others have questioned why photo identification is still required when collecting parcels using a QR code sent directly to their phone. Customers have also expressed frustration when parcels are redirected to post offices that are not the closest branch to their home, requiring additional travel. The inconvenience becomes even more significant when larger items are involved.
A Sydney customer, who wished to remain anonymous, told 7NEWS.com.au she once took a half-day off work after receiving a notification that a 19kg parcel would be delivered that afternoon. Instead, she said, no one rang the doorbell or attempted to contact her. The parcel was later marked as an attempted delivery and redirected to a post office further away from her home, rather than the closest branch. “I was utterly speechless, frustrated and helpless. I wasted half a day because of AusPost’s fault and then had to Uber home because the parcel was too heavy. I ended up having to pay for extra transport and carry a 19kg parcel myself — it was honestly ridiculous.”
Delays and Delivery Routes
Delays were another common source of frustration, often linked to parcels taking unexpected routes. An online user who described herself as “another disgruntled customer” said a parcel sent from Tasmania to Victoria was first routed through NSW and Queensland. “I sent a package from Tassie to Vic but it was sent to NSW and then Queensland first before landing in Victoria again. FFS why,” she wrote in May. Others reported similar experiences, with some saying their parcels appeared to travel back and forth between states. One Reddit user said their parcel had moved between Victoria and Queensland three times while the expected delivery date kept being pushed back.
According to the Ombudsman, complaints about delays tend to peak between October and December, coinciding with increased parcel volumes in the lead-up to Christmas.
Customer Service Complaints
For some customers, the frustration continues once they arrive at the post office. Reviews posted across Google Maps frequently mention long wait times, poor customer service, and inconsistent experiences between branches. Many Australia Post branches with hundreds of reviews have ratings of below three stars.
“Absolutely HORRIBLE service EVERY time I come to this place. If I could get my parcels picked up from other places I would,” one review for the Broadway Post Shop read. “Staff never smile and look like they don’t even want to be there. Talk to you like you’re interrupting them or asking them to move the world. If you don’t like working there and doing your job then QUIT!!!!” Another review for the Strawberry Hills Post Office described staff as “unfriendly” and “disrespectful”. “It was absolutely not helpful, unfriendly and disrespectful! Please look into staff members that don’t know how to represent Australia Post professionally!” the review read. While reviews represent individual experiences, similar complaints appeared repeatedly across multiple branches.
Lost Parcels
Lost parcels were also among the most common complaints raised with the Ombudsman during 2024-25. One Facebook user shared her experience after a parcel worth $540 disappeared. Screenshots of correspondence from Australia Post’s customer service team stated the item had been classified as lost. “With all possible checks completed, we regret to advise that we can’t locate your parcel. Your parcel is now considered lost,” the email said. “We had hoped to give you a happier outcome today, and we’re sorry that we couldn’t. You should contact the sender because they are best placed to offer you a solution according to their policies.” The post generated dozens of responses from other users, many claiming they had experienced similar situations. “What utter bullsh1t. They are proficient in avoiding responsibility. Same happened to me,” one comment wrote. Another added: “They need to start explaining how parcels just vanish into thin air. Saying it’s just lost is not a good enough explanation.”
What Can Consumers Do?
In a response to 7NEWS.com.au, Australia Post defended its performance, arguing Ombudsman complaints represented a tiny fraction of the total number of items handled. “Australia Post delivered a record 2.2 billion items in FY25. We take our responsibility to deliver for the community extremely seriously, and Ombudsman complaints account for less than 0.0002 per cent of the total number of articles delivered,” a spokesperson said. “In a large-scale network, occasionally things don’t go to plan, and in those instances, we work hard to quickly fix any issues.”
Neither Australia Post nor the Commonwealth Ombudsman directly addressed why delivery issues, delays, and lost items have remained among the most common complaints for years. Australia Post said it investigates complaints and takes action where appropriate. The Commonwealth Ombudsman said most complaints are first referred back to the postal operator for resolution. “We generally recommend that any complainant first raises their complaint with the entity they are unhappy with, because the entity can reconsider its approach and change its decision,” a spokesperson for the Ombudsman said. “We do also formally investigate complaints when we think it is appropriate to do so, and we do so when the issues are particularly complex or systemic in nature, or when the postal operator declines to change its decision and we think that is unreasonable. Feedback is regularly provided to Australia Post through our handling of individual complaints. If we identify complaint trends or systemic issues, we will also raise these through our regular engagement with Australia Post.”
The arrangement raises questions about whether the current complaints system is capable of addressing recurring issues that continue to generate thousands of complaints each year. Australia Post said parcel delivery drivers are required to follow strict protocols, including knocking three times, waiting 30 seconds, and taking a photo of the front door or intercom when attempting a delivery. The company encouraged customers with concerns to contact Australia Post directly, while the Commonwealth Ombudsman said unresolved complaints could be escalated to its office for assistance. “Customers with concerns about their delivery can contact us on 13 POST (13 7678) so we can investigate,” an Australia Post spokesperson said.
