Frequently asked questions
A comprehensive list of answers to questions frequently asked by consumers, communities and industry on post issues.
- Governance
- Reserved service - CSO
- Performance standards - delivery, street posting boxes (SPBs), and post offices
- Security
- Complaints
- Australia Post services
- Junk mail
- Stamps
Governance
Frequently asked questions
- How does Australia Post operate?
- What are Australia Post's responsibilities?
- How is Australia Post funded?
1. How does Australia Post operate?
Australia Post is a government business enterprise that operates under the legislative and administrative framework of the Australian Postal Corporation Act 1989. The Australian Government's role is mainly restricted to that of determining the broad strategic policy framework and goals for Australia Post. The Australia Post board and management are responsible for the day-to-day running of the organisation.
Australia Post has operated under a corporate model since 1989, with the government as sole shareholder and Post operating on a commercial basis at arms-length from the government. Shareholder responsibilities are exercised by the relevant ministers.
The Commonwealth Authorities and Companies Act 1997 (CAC Act) provides for reporting, accountability and other rules for Commonwealth authorities and companies. In complying with the CAC Act, Australia Post prepares corporate plans, annual reports and periodic reports on performance and notification requirements (for example, when significant investments are made or in the formation of subsidiary companies).
2. What are Australia Post's responsibilities?
Australia Post has:
- an obligation, as far as practicable, to perform its functions in a manner consistent with sound commercial practice
- a community service obligation requirement that specifies that Australia Post shall make available, at a single uniform rate of postage, the carriage within Australia, by ordinary post, of letters that are standard postal articles
- the exclusive right to carry letters within Australia and from overseas to addresses within Australia (the 'reserved service')
- an obligation to perform its functions consistent with any general policies of the Commonwealth Government.
Australia Post is responsible for its day-to-day operations under the direction of the Board of Directors, which decides the objectives, strategies and policies for the corporation to follow. This includes specific issues relating to the terms and conditions of the Mail Contract Agreement and Licensed Post Office Agreement, and a philatelic policy to ensure the subject, design and production capabilities in producing stamps are balanced by the needs of the postal system.
3. How is Australia Post funded?
The Australian Postal Corporation Act 1989 requires Australia Post to perform its functions in a manner consistent with sound commercial practice. Australia Post is not Budget-funded and must meet all of its own costs. In addition, it is required to pay all government taxes including state, territory and local taxes. It is also required to pay a dividend.
Reserved service CSO
Frequently asked questions
- What are Australia Post's 'reserved services'?
- What are Australia Post's 'Community Service Obligations'?
1. What are Australia Post's 'reserved services'?
Australia Post has the exclusive right to collect, carry and deliver letters within Australia that (subject to exceptions) weigh not more than 250 grams and for which the fee or charge is less than four times the basic postage rate (that is, $2.40 = 4 x $0.60). These statutory monopoly services, along with the right to issue postage stamps, are termed Australia Post's reserved services. All other services provided by Australia Post are open to full competition.
2. What are Australia Post's community service obligations?
Australia Post's right to provide the reserved services is balanced by an obligation to provide specific community service obligations. The intent of these various rights and obligations is to strike a balance between the interests of consumers, the Australian people and businesses, including those in the postal business.
The community service obligations state that Australia Post shall provide a letter service that is reasonably accessible to all people in Australia on an equitable basis, and provide the standard letter service at a single uniform rate throughout Australia.
Performance standards delivery, street posting boxes and post offices.
Frequently asked questions
- Does Australia Post work to any prescribed performance standards?
- How does Australia Post determine placement of retail outlets?
- How does Australia Post determine placement of street posting boxes?
- What consultation takes place before relocating or removing a street posting box?
- If I have difficulty in getting to a street posting box what can I do?
- If I send a letter from one state capital city to another how long should it take?
- Does Australia Post have to meet any on-time delivery standards?
- How many articles are sent through Australia Post's system each year?
1. Does Australia Post work to any prescribed performance standards?
In 1998 the government introduced performance standards in the Australian Postal Corporation (Performance Standards) Regulations 1998. These include standards relating to the number and distribution of retail outlets and street posting boxes, and the frequency, speed and accuracy of mail delivery. For example, Australia Post has to:
- provide a delivery service to 98 per cent of all delivery points at least five days a week, and a twice-weekly service to 99.7 per cent of all delivery points
- deliver at least 94 per cent of all reserved letters within specified delivery times, and
- maintain 10 000 street posting boxes in addition to providing lodgement facilities at each of its retail outlets.
At the end of June 2012 there were 15 995 street posting boxes in Australia.
2. How does Australia Post determine placement of retail outlets?
The Performance Standards stipulate that Australia Post must:
- maintain at least 4000 retail outlets at which persons can purchase Australia Post products and services
- at least 50 per cent (and not less than 2500) of these outlets must be located in a rural or remote area
- outlets must be located so that at least 90 per cent of residences in a metropolitan area are within 2.5 km of an outlet
- outlets must be located so that at least 85 per cent of residences in non-metropolitan areas are within 7.5 km of an outlet.
The classification of areas is taken from the report Rural, Remote and Metropolitan Areas Classification 1991 Census Edition published by the Department of Primary Industries and Energy and the Department of Human Services and Health in November 1994.
Within the broad regulatory framework set by the government, Australia Post is responsible for determining the actual locations of individual postal outlets. When considering possible locations for a new postal outlet, Australia Post takes a range of factors into consideration, including:
- availability of suitable premises
- commercial viability (including rent levels and customer numbers)
- customer (including disabled) access
- parking availability
- security of access to private boxes.
At the end of June 2012, there were 4428 postal outlets in Australia, of which 2560 were in rural and remote areas. Details on the location of postal outlets are found on Australia Post's website under Post Office Locator.
3. How does Australia Post determine placement of street posting boxes?
Street posting boxes are provided at locations where an acceptable level of usage is known or anticipated, including shopping centres, public transport points, hospitals and retirement villages. In cases where the usage of a box falls below 25 articles per day, the box may be relocated or removed after consultation with the community. The Performance Standards stipulate that Australia Post must maintain a lodgement facility at each of its retail outlets and at least 10 000 street posting boxes.
4. What consultation takes place before relocating or removing a street posting box?
Australia Post is responsible for decisions regarding the location of street posting boxes. Where a street posting box is considered for possible removal/relocation, a comprehensive consultation process to ensure community views or special needs are taken into account. This includes a consultation process with the local federal MP and businesses likely to use the street posting box. All other users of the box will be informed by a notice posted on the posting box for a minimum of 30 days and a paid advertisement in the local newspaper. Any concerns will be discussed and considered before a decision is made. Once a decision is made the community will receive that advice, along with the reasons for the decision.
No removal or relocation action will begin until the consultation process is complete and the decision endorsed by Australia Post's senior management.
5. If I have difficulty in getting to a street posting box what can I do?
Postal delivery officers can accept small quantities of stamped letters from householders for posting on the officer's return to the post office or delivery centre provided the correct postage is affixed and it is practical for the officer to accept the mail.
6. If I send a letter from one state capital city to another how long should it take?
The following delivery timetable applies to correctly posted/lodged letters.
|
To address in same state |
Delivery time |
|---|---|
|
In the same metropolitan area, regional city or town |
Next business day |
|
Between metropolitan and country areas |
Second business day |
|
Between country areas |
Second business day |
|
To address in another state |
Delivery time |
|---|---|
|
From one metropolitan area to another (including Canberra and Darwin) |
Second business day |
|
Between metropolitan and country areas |
Third business day |
|
Between country areas |
Fourth business day |
7. Does Australia Post have to meet any on-time delivery standards?
Australia Post is required to meet an on-time delivery standard of 94 per cent of non-bulk letters. Australia Post also has to meet delivery frequency performance standards: 98 per cent of delivery points should receive delivery five days a week and 99.7 per cent of delivery points should receive deliveries no less than twice a week. Australia Post delivered mail to 11 million delivery points in Australia in 2011-12.
The Australian National Audit Office independently audits Australia Post's performance against the Performance Standards. The audit results, which are published in Australia Post's annual report, show that Australia Post has an excellent record of complying with its performance standards, and typically exceeds the regulated requirements.
8. How many articles are sent through Australia Post's system each year?
According to Australia Post's 2011-12 Annual Report it handled 4.84 billion mail articles over that period. This reflects a 4.4 per cent decline in volumes compared with the previous reporting period and was due mainly to the slowdown in economic activity and ongoing electronic substitution.
Security
Frequently asked questions
- What measures are in place to meet enhanced security requirements?
- Does Australia Post undertake screening for quarantine purposes?
1. What measures are in place to meet enhanced security requirements?
In response to the international emphasis on improved security, Australia Post's customers are required to provide proof of identity when lodging overseas mail. Australia Post is complying with requirements for enhanced security measures for international air cargo. Identification can take the form of a photo ID such as a driver's licence or passport, or a signature that can be verified by a credit, debit or social security card.
State-of-the-art mail screening technology is operational at international mail facilities.
2. Does Australia Post undertake screening for quarantine purposes?
Following the 2001 outbreak of Foot and Mouth Disease (FMD) in the United Kingdom, a range of measures were introduced to increase Australia's preparedness against exotic animal diseases, including FMD. This included inspection of 100 per cent of incoming international mail.
Australia Post works closely with the Australian Quarantine and Inspection Service and the Australian Customs and Border Protection Service.
Complaints
Frequently asked questions
- What should I do if mail is slow in arriving or lost? Who should I contact if mail redirection/holding arrangements are not working? Where can I make a complaint?
- Who deals with complaints about interference with mail?
- Does Australia Post have a direct line for complaints?
- Is there a Postal Industry Ombudsman?
- What should I do if I have a complaint with a service provider other than Australia Post?
1. What should I do if mail is slow in arriving or lost? Who should I contact if mail redirection/holding arrangements are not working? Where can I make a complaint?
Direct all complaints, in the first instance, to Australia Post. Complaints can be made in person at any postal outlet, by phone to the Digital Sales and Service Centre on 13 13 18 or in writing to Australia Post's Commercial Manager or General Manager. Further details on making a complaint are on Australia Post's website (
www.auspost.com.au). Australia Post aims to resolve most complaints in not more than 10 working days.
2. Who deals with complaints about interference with mail?
Interference with mail articles is a criminal matter and any evidence of such interference should be reported to the police for criminal investigation. The Australian Postal Corporation Act 1989 prohibits the opening or examination of mail articles except in limited circumstances. Both the Crimes Act 1914 and the Criminal Code Act 1995, which are administered by the Attorney-General, can impose penalties of imprisonment for such offences. The Australian Postal Corporation Act 1989, the Crimes Act 1914 and the Criminal Code Act 1995 are available on the Commonwealth legislation website at www.comlaw.gov.au
3. Does Australia Post have a direct line for complaints?
Yes. If making a complaint by telephone, call the Digital Sales and Service Centre on 13 13 18. For written complaints or enquiries, you may wish to write to Australia Post's Customer Contact Channel. Details are on the Australia Post website (www.auspost.com.au) on the 'contact us' page.
4. Is there a Postal Industry Ombudsman?
The Postal Industry Ombudsman (PIO) was established as a separate office within the Office of the Commonwealth Ombudsman on 6 October 2006. The PIO will investigate consumer complaints against Australia Post as well as any private sector postal operator which voluntarily registers with the scheme.
The contact number for the Postal Industry Ombudsman is 1300 362 072. Further details on the PIO scheme are available at www.pio.gov.au
5. What should I do if I have a complaint with a service provider other than Australia Post?
In the first instance you should take your complaint to the service provider concerned. The Postal Industry Ombudsman is able to investigate consumer complaints against any private sector postal operator which voluntarily registers with the scheme. If your service provider is not registered with the PIO and you are unable to resolve the issue directly with it, you should contact your state or territory Office of Fair Trading.
Further details on the PIO scheme are available at www.pio.gov.au
Australia Post services
Frequently asked questions
- Where can I find details of the full range of services offered by Australia Post?
- Does Australia Post issue passports?
- What is the purpose of a postcode? Can postcodes be changed?
1. Where can I find details of the full range of services offered by Australia Post?
Details of all services offered by Australia Post are listed on its website (www.auspost.com.au), where you will find information on mailing, delivery times and retail services, billing and financial services, and business services that include mail preparation, processing and lodgement. Details are also available from your local post office.
2. Does Australia Post issue passports?
Australia Post provides a range of passport services on behalf of the Department of Foreign Affairs and Trade including—applications and renewals for Australian passports, distribution of application forms, applicant interviews, collection of passport fees and delivery of passport documents. The service is only offered at selected post offices.
In 2009, Australia Post became the first non-British government agency anywhere in the world to be granted the ability to accept British passport applications.
3. What is the purpose of a postcode? Can postcodes be changed?
Australia Post introduced the postcode system to facilitate the processing and delivery of mail. Postcodes are designed for delivery purposes and indicate the delivery office or centre from which mail deliveries are made. From time-to-time Australia Post makes changes on the basis of providing either customers with an improved standard of service or Australia Post with some operational improvements.
Australia Post is aware that many other organisations make use of, or refer to postcodes for non-mailing related purposes. The corporation cannot restrict organisations in such use of postcodes; however, postcodes are maintained by Australia Post for the efficient processing of mail.
Junk mail
1. Who do I complain to about junk mail?
The Distribution Standards Board (DSB) is an industry self-regulatory body that monitors the distribution of unaddressed advertising material. Nationally, the DSB currently has a register of around 70 affiliates who are responsible for around 95 per cent of all unaddressed and unsolicited advertising material. The members are co-signatories to the industry Code of Practice that supports householders' requests, by placing a sign on the letterbox, not to receive unaddressed mail. The code includes the maintenance of best practice delivery methods to prevent such things as littering.
Contact the DSB by:
- free call (from a landline) 1800 676 136
- email dsb@catalogue.asn.au
- writing to
Distribution Standards Board
Unit 3
5-7 Compark Circuit
MULGRAVE VIC 3170
Additional information is available on DSB's website www.catalogue.asn.au
Stamps
Frequently asked questions
1. Who decides what subject will be used on postage stamps?
Australia Post has the exclusive right to issue postage stamps within Australia.
The board of Australia Post has the responsibility for determining which subject will feature on stamps, based on advice received from the Australia Post Philatelic Group.
The Philatelic Group has a section for collectors on Australia Post's website (www.auspost.com.au). Each year, four editions of Stamp Bulletin are published for collectors that give information about new Australian stamps. The magazine is published by Australia Post and is free. Anybody over the age of 13 with an interest in stamps can become a subscriber.
Australia Post receives many requests each year from members of the public, associations, institutions and government departments for specific subjects to be featured on stamps. For practical reasons, however, not all suggestions are adopted. Stamps are issued primarily for the payment of postage. Although some variety in the themes featured on stamps is desirable, this is balanced with the needs of the postal system, practical production capacities, the degree to which changes in design are acceptable within the community (with particular regard to the wishes of the philatelic community), and the propriety of particular subject matter.
Australia Post has developed criteria against which potential stamp themes are considered.
A maximum of 12-14 new stamp themes are produced each calendar year:
- two themes are featured to meet ongoing postal requirements
- Australia Day, the Queen's Birthday and Christmas account for another three themes
- the remaining seven to nine themes are divided as equally as possible between the commemoration of events or anniversaries and the depiction of the subject preferences of collectors and the general public (determined by market research).
Requests for subjects to feature on stamps are accommodated only within the third category:
- all subjects must directly relate to Australia and have outstanding national and/or international interest/significance
- all subjects must be capable of being portrayed satisfactorily in the required art form
- anniversaries commemorated must be of 50 years or multiples of 50 years and
- meetings/conferences may be honoured on commemorative stamps only in very rare circumstances involving heads of national governments.
