FALLING mail volumes, falling profits and — based on a growing chorus of complaints — falling standards are putting increased pressure on Australia Post.
The 207-year-old national postal service has been busy working on ways to reinvent itself amid the slow death of the letter, but consumers are not happy.
They have flooded social media to vent their anger about slow service, long call centre waiting times, posties leaving tickets rather than trying to deliver parcels, and business customers unhappy about urgent pick-ups being missed.
On Australia Post’s Facebook page, some of it has been brutal. “Worst delivery service and customer service ever” and “It’s a shame there’s no choice of postal service” are among the attacks. Sometimes dozens of complaints are posted daily.
In its latest annual report, the Postal Industry Ombudsman says complaints about Australia Post have almost trebled since 2008. The bulk of the complaints are about loss and delivery issues.
“In 2014-15 we received 5613 complaints about Australia Post, which was a 38 per cent increase on the previous financial year,” the report says.
The Commonwealth Ombudsman says Australia Post is the second most complained about entity in its jurisdiction, after social services, but notes its high level of public contact while delivering more than 16 million articles every day.
An Australia Post spokesman said for 15 years it had consistently met its community service obligations, which included delivering 94 per cent of letters on time.
“In February we delivered 97.5 per cent of letters on time — this result is independently audited,” he said.
Consumer group Choice spokesman Tom Godfrey said social media had quickly become the main method for customers to complain.
“Whether it’s dodgy Fitbits or a letter that doesn’t arrive on time, if you have a problem you take it to social media to let the company know,” he said.
“They don’t like it — it embarrasses them. As soon as you put their brand under pressure they might take some action.”
The price of a regular stamp rose 40 per cent in January to $1 and regular letter delivery times were revamped to two to six days, in an effort to stem losses in the letters delivery business that is never again expected to make a profit.
Last month Australia Post announced an 84 per cent slide in half-year profit to $16 million, just eight times more than the annual salary of its CEO Ahmed Fahour. In comparison, the Commonwealth Bank’s latest half-year profit was $4,618 million, or $4.6 billion, although its boss Ian Narev earned more than $8 million that year.
Australia Post is not giving up despite the volume of letters sent dropping by one-third in the past seven years.
It is partnering whith global online giants such as China’s Alibaba to help local businesses trade in China, and is looking at ways to expand services beyond letters, parcels, passports, licences and bill payment. Posties checking up on pets, elderly relatives and water meters are being considered.
“We’re trialling new delivery options such as trikes with large boxes on the back, drone delivery, same-day delivery and installing more parcel lockers,” the spokesman said.
“While letters are declining at increasing speed, we are focused on finding new ways to help our customers do business and ensure a sustainable future for Australia Post.”
GOING POSTAL — CUSTOMERS’ ONLINE COMPLAINTS
“Disgusting service these days. 3 phone calls attempted to your customer service centre over 3 days were either disconnected or gave up. 50 minutes, 1 hour & the third 55 minutes.” — Julian Cartledge
“If only Aus Post could get customer service right. I have been getting SMS telling me to clear my PO Box every day for the last 6 working days BUT there is nothing in the BOX” — Brad Shaw
“I’M STILL WAITING FOR MY DAUGHTER’S CHRISTMAS PRESENT, sent from overseas ‘EXPRESS & REGISTERED’ Last time was tracked arrived in Sydney on the 28th of DEC 2015” — Abraham Mangion
“How is it I can receive a parcel delivery within 5 days from the UK but have been waiting almost 2 weeks for this parcel to get from Qld to Vic. Are the posties delivering on their pushies? Or is the delivery going via WA??” — Karen McKay
“I am expecting a parcel which was posted over 2 weeks ago and still no sign of it, even though I live in Victoria, 3442, your tracking system insists that the parcel has been sent and delivered to Hobart Tasmania.” — Mik Anthony
“Premium pricing and very bad service. Not a happy customer!” — Anne Stolte
“Been on hold and cut off twice this morning for over an 40 mins each time on hold again and would really like someone to help ASAP!” — Kelly Rollings
“Still no answers from no one. Have put in a complaint to the postal ombudsman and have sent emails every day to the directors. Let’s see if something happens.. I’m not giving up... As this is bulls**t.” - Monika Rohringer
“You drive me mad Auspost... Ain’t you getting tiring of receiving all the complaints from customers! Do something to fix your bloody service please!” - Sue Tran
“You are a shambles, I’ve been waiting on hold for 56 minutes and my call hasn’t been taken yet.” - Andy Ankers
“Spend time and money on customer service, or some actual telephone call centre staff. The one person you have working there obviously can’t cope.” - John Grieve
Comments sourced from Australia Post’s Facebook page, March 11 to March 19
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Originally published as Going postal over Australia Post
