From Australia Post
8 July 2020
With our business adapting to the challenges the current pandemic presents, our normal practice of delivery has been impacted.
There are delivery delays in our network due to:
- reduction in air freight capacity and passenger flights (which also carry our parcels)
- a significant increase in parcels volumes, many which require manual sorting
- hygiene and social distancing requirements in our network (such as social distancing through zoning, dedicated shift start times to reduce cross over of workers)
Our tracking tool provides you with the most accurate guidance on estimated delivery dates and advises you of any delays while your parcel is in transit. StarTrack customers should visit the StarTrack tracking tool.
What we're doing
- Operating our processing and delivery services seven days a week for the last four weeks
- Chartered an additional eight freighter flights, increasing this to 17 dedicated air freighter flights per day
- Repurposed and opened 15 new processing and delivery facilities
- Hiring more than 600 casual staff into our network and call centres and currently redeploying 2000 posties to deliver more parcels
- Moving more parcels through our road network (to accommodate domestic flight restrictions)
- Exploring all available transport alternatives and options, and working with the Australian Government, to minimise impacts for customers
In some cases, we're having to process and deliver from an alternate location and customers may notice when tracking their parcel, that it is coming from a different location to what they are used to.
Our people continue to work tirelessly under difficult circumstances, so we’re asking everyone to be kind and treat our dedicated people with the courtesy and respect they deserve – whether it be in a call centre, Post Office or dropping your delivery off. Aggressive and abusive behaviour towards our people will not be tolerated. Thank you for your patience.
1 July 2020
Following yesterday’s announcement by the Victorian government on the lockdown of some postcodes in Victoria, we want to reassure you there will be no change to collections and/or deliveries made in these areas by Australia Post.
Protecting the health and safety of our staff, customers and community in relation to the spread of COVID-19 (coronavirus) is our absolute priority.
To minimise the risk of contracting or spreading coronavirus, all parcels – be it at a post office or at a residence – continue to not require a signature for delivery or collection.
In all cases, whether a driver or postie delivers to the door or a customer goes in to their local Post Office to collect a parcel, an Australia Post staff member will ask and record the customer’s name and sign on their behalf.
The customer will still need to be present for this to occur, but contact will be minimised by either leaving the parcel at the door until the driver or postie has left the premises or left for the customer to pick up on the counter.
We are committed to continuing to provide services and delivery throughout our network and will keep customers updated on any disruptions resulting from COVID-19 (coronavirus).
Further impacts resulting from reduction in air freight capacity
14 April 2020
Australia Post regrets to inform customers that due to reductions in air freight capacity, there may be delays on the letters and parcels network that Australia Post operates around the country, particularly to regional and rural communities.
Delays will mean:
- Priority Mail services may be suspended
- The delivery time for Perth and Brisbane may increase by up to five days
- The delivery time for North Queensland may increase by up to seven days
- The delivery times for Tasmania may increase by three days
- That Next Day Express Post Services into regional and rural communities may not be able to be maintained
Australia Post is exploring all available transport alternatives and options, and working with the Australian Government, to minimise resulting impacts for customers.
Domestic delivery update – Delivery delays
14 April 2020
Our priority at Australia Post is to protect our people, customers and community so we can continue to serve Australians both during, and after, the Coronavirus pandemic.
We’re doing everything possible to keep delivering for Australia. Our Post Offices remain open and our posties and drivers are still out delivering each and every day.
The delays in our network can be up to a few days and our people continue to work really hard to service the large volumes we are experiencing.
We've made some changes to our delivery process due to the increasing impact of coronavirus
Dear Customer,
The health and safety of our people and customers in the communities in which we operate is our priority.
Following our email on Friday 13 March 2020, we have implemented additional measures with our delivery drivers, posties and Post Office staff for delivery or collection of parcels.
To minimise the risk of contracting or spreading coronavirus, all parcels will no longer require a signature for delivery and/or collection.
In all cases, whether a driver or postie delivers to the door or a customer goes in to their local Post Office to collect a parcel, our staff member will ask and record the customer’s name and sign on their behalf.
The customer will still need to be present for this to occur, but contact will be minimised by either leaving the parcel at the door until the driver or postie has left the premises or left for the customer to pick up on the counter.
For deliveries with specific signature requirements, we will be working with our customers directly to ensure these continue to be met.
We thank you for your support while we implement these new measures to ensure our people and customers continue to stay safe and healthy.
Kind regards,
Australia Post
Dear Customer,
The health and safety of our people and customers in the communities in which we operate is our priority.
We have now implemented additional measures with our delivery drivers and posties when delivering parcels.
To minimise the risk of contracting or spreading coronavirus, when the customer answers the door, our people who make deliveries will greet them and ask: “Are you unwell? If so, have you been diagnosed with the coronavirus?”.
If they answer yes to either of these questions, we will ask them to stay inside and leave the parcel on the front door for them to collect once our driver has left.
We will not be asking for a signature on delivery in these cases and our driver will sign on their behalf and take a photograph of delivery.
As we work through the implications of this virus, we wanted you to consider proactively waiving the signature on delivery requirement to make life easier on our drivers and posties.
We thank you for your support while we implement these new measures to ensure our people and customers continue to stay safe and healthy.
Kind regards,
Australia Post
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