Australia Post (AusPost) Customer Care: A Complete, Practical Guide

Australia Post’s customer care team supports millions of senders and recipients across every address in Australia, from remote communities to dense city centres. Whether you are tracking a parcel, lodging a redirection, or resolving a delivery issue, the fastest outcomes come from using the right channel with the right information ready. This guide outlines the exact ways to contact AusPost, what to prepare, and how to navigate claims and escalations.

Below you will find verified contact numbers, official links, and concrete steps that save time. If you are a regular sender or a business, you will also learn how MyPost and MyPost Business tools can automate updates and reduce support friction.

How to contact AusPost Customer Care

For most enquiries, start with the Help hub and tracking tools, then escalate to phone support if needed. The Help hub allows you to lodge late/missing parcel enquiries, request redeliveries, update Authority to Leave (ATL) preferences, and manage redirections. You can log in with a MyPost account to see your parcels, notifications, and saved delivery preferences in one place.

Phone support is best for urgent delivery holds, signature queries, or when an online form prompts you to call. If hearing or language support is needed, AusPost works with the National Relay Service and TIS National. For in‑person assistance, your local Post Office can scan barcodes to check live status, accept ID for parcel collection, and help you fill out forms.

• Customer Care (Australia): 13 POST (13 7678)
• Help and support (articles, forms, live options): https://auspost.com.au/help
• Track a parcel: https://auspost.com.au/track
• MyPost account (web): https://auspost.com.au/mypost
• Find a Post Office: https://auspost.com.au/locate
• Service disruptions and updates: https://auspost.com.au/service-updates
• Accessibility — National Relay Service (TTY): 133 677; Speak & Listen: 1300 555 727
• Language support — TIS National (interpreting): 131 450

Tracking, redirections, and delivery options

Most parcels generate scans at key stages (accepted, in transit, out for delivery, delivered). Tracking on the web or in the MyPost app gives you status detail, estimated delivery windows, and options like “Leave in a safe place” if ATL is available. If the driver cannot leave the parcel safely, it is usually carded to a nearby Post Office for collection with valid ID.

If you are not home regularly, consider Parcel Collect and Parcel Lockers. You can direct parcels to a participating Post Office or a self-service Parcel Locker and collect with a verification code — a reliable way to avoid missed deliveries. There are hundreds of Parcel Locker locations nationwide, and setup is free via your MyPost account. Redirection services can temporarily or permanently forward your mail; start them early so the change takes effect before your move date.

Postage basics that often trigger support enquiries

Delivery timeframes depend on service and distance. Express Post aims for next-business-day delivery within the Express Post network; outside the network, it travels via the fastest possible route but may not be next day. Standard Parcel Post takes longer and varies by origin and destination (metro-to-metro is typically faster than regional or remote). Always check current estimates using the postage calculator before sending.

For letters, the basic postage rate for a small letter (up to 20 g) increased to $1.50 on 3 January 2024. Heavier letters, large letters, and international letters have different price tiers and size/weight limits; using the correct packaging and payment up front reduces delays and “postage underpaid” outcomes. If you need tracking or delivery confirmation for documents, consider Registered Post for letters or use a parcel service with tracking.

Lodging enquiries, claims, and escalations

If your parcel is late or appears stalled, use the tracking page to “Start an enquiry.” You will be asked for the tracking ID, sender/receiver details, delivery address, and a description of the issue. For missing items, include when and where it was last scanned. If damage occurred, provide clear photos of external packaging, internal cushioning, and the item. For lost or damaged parcels where Extra Cover was purchased, have the proof of value (invoice/receipt) ready.

Compensation depends on the service selected. Standard services include limited coverage; Extra Cover (optional insurance) increases cover up to a declared value (commonly up to $5,000). Claims are assessed based on scans, handling evidence, and packaging adequacy. If you are dissatisfied after AusPost’s response, you can escalate to the Postal Industry Ombudsman (part of the Commonwealth Ombudsman) once you have tried to resolve it with AusPost: ombudsman.gov.au (Postal Industry Ombudsman), phone 1300 362 072. Keep your case reference number and all correspondence when escalating.

In‑person help at Post Offices

Your local Post Office can provide hands-on assistance: weigh and measure articles, confirm correct postage, scan and accept parcels, and verify ID for collections or identity services. If your tracking indicates “Awaiting collection,” bring the card (if provided) and a government-issued photo ID that matches the addressee name. If a representative is collecting on your behalf, ensure they bring appropriate authorisation and ID as specified on the card or in your MyPost settings.

Post Offices can also help with mail redirections, Hold Mail, PO Boxes, and lodging Registered Post or international articles with the correct customs documentation (CN22/CN23). For complex international queries (customs holds, prohibited items, or duties), staff can guide you to the correct online forms and the destination country’s requirements to avert delays.

Practical tips to get faster resolutions

• Have the essentials ready: tracking ID, sender and receiver names, delivery address, contact phone/email, proof of value (for claims), and clear photos for damage cases.
• Use MyPost for visibility: link parcels to your account to receive push/email updates, set Authority to Leave or signature preferences, and redirect to Parcel Collect or a Parcel Locker when needed.
• Check service updates before calling: if your area is affected by weather, network, or access issues (see https://auspost.com.au/service-updates), support teams will reference those advisories.
• Pack for protection: use strong outer cartons and internal cushioning, especially for fragile items. Retain all packaging until a damage claim is resolved; photos of packaging are frequently required.
• Match names and ID: ensure the addressee name on the parcel matches the ID used for collection. If you use a business name, bring business ID or ensure authority is documented in MyPost.
• Choose the right service: use Express Post within the Express Post network for time-sensitive items; purchase Extra Cover for higher-value goods; request Signature on Delivery if proof of handover is important.
• Escalate methodically: lodge an online enquiry first (it creates a case number), then call 13 7678 with that reference. If unresolved, request a formal complaint number; only then consider the Postal Industry Ombudsman (1300 362 072).

Where to go next

For self-serve resolutions and forms, start at https://auspost.com.au/help. To track or begin a late/missing enquiry, go to https://auspost.com.au/track. For personalised delivery settings and Parcel Collect/Locker setup, use https://auspost.com.au/mypost or the MyPost app (iOS and Android). If you need to talk to a person, call 13 POST (13 7678) with your tracking ID and case reference number.

Using the right tool for the job — and having your details ready — is the fastest way to get outcomes with AusPost Customer Care, whether you’re sending one parcel or managing thousands each month.

What happens if Australia Post parcel hasn’t arrived?

Delayed parcels
If your parcel hasn’t arrived and it’s been 10 business days since the expected delivery date, we’ll investigate. If you’re the sender, send us an online enquiry on our late or missing item form. If you’re the receiver, contact the sender and they’ll raise an enquiry on your behalf.

How do I speak to someone at Auspost?

Call us

1. In Australia. 13 POST (13 7678)
2. From overseas. +61 3 8340 7239.
3. Hearing or speech impaired? Call us with help from the NRS.
4. Don’t speak English? Call us with help from the TIS.

Who is 131318?

Australia Post is the carrier of international mail and has sole responsibility for delivery of your postal article. For enquiries regarding the delivery of your parcel, contact Australia Post on 13 13 18.

How long will Auspost hold your package?

10 business days
Generally, your parcel will be held at the Post Office for 10 business days. After five days, we may send you a reminder card or collection notification. Can I collect my parcel from your depot on the same day that I receive a ‘Sorry We Missed You’ card? No, you can’t collect on the same day.