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Australia Postal & parcels

Australia Post customer service and complaints

Mail, parcels and post offices across Australia

Provisional entry Checked 3 Nov 2026 Australian Postal Corporation
13 76 78 Support site

Australia Post delivers letters and parcels across Australia and runs the post office network. Complaints go to Australia Post first by online form, chat, phone or letter, and unresolved complaints can be taken to the Postal Industry Ombudsman, part of the Commonwealth Ombudsman.

Step one

Ways to contact Australia Post

Customer service (13 POST) Primary

13 76 78

Within Australia. Interpreter and relay options are available.

Call

Business customers

13 11 18

For business customers within Australia.

Call

Online complaint forms

Australia Post complaints

Forms for late or lost items, delivery problems, other products and services, and redirected or held mail.

Open

Help and support chat

Australia Post chat

Acknowledged on submission, per Australia Post.

Open

Write to Australia Post

Australia Post, Customer Sales and Service, GPO Box 9911, Melbourne VIC 3001

Address from an Australia Post document.

Open

Postal Industry Ombudsman

Commonwealth Ombudsman: postal complaints

Phone 1300 362 072. Contact Australia Post first.

Open

Step two

How to complain about Australia Post

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Raise it with Australia Post

    As soon as the problem happens

    Use the online form, help chat or call 13 76 78. Give tracking numbers, dates and what you want Australia Post to do.

    Write down the case or reference number you are given.

    Australia Post says it acknowledges chat and online forms on submission.

  2. 2

    Stage 2

    Ask for escalation

    After the first reply

    If you are not happy with the outcome, get back in touch and ask for your case to be escalated to a manager.

    Quote your reference number.

    Do this in writing if the phone route has not worked.

  3. 3

    Stage 3

    Follow up in writing

    If there is no meaningful update

    Use the online form or write to Australia Post, Customer Sales and Service, GPO Box 9911, Melbourne VIC 3001. Say it is a follow-up and state why you are dissatisfied.

    Keep copies.

    List each earlier contact with dates.

  4. 4

    Stage 4

    Check eligibility for the Postal Industry Ombudsman

    After Australia Post has dealt with the complaint

    The Government's guidance says to raise issues with Australia Post first. If you are not satisfied with how Australia Post handled it, you can contact the Postal Industry Ombudsman.

    Have your Australia Post reference ready.

    Australia Post is a mandatory member of the Postal Industry Ombudsman scheme.

  5. 5

    Stage 5

    Complain to the Postal Industry Ombudsman

    After Australia Post's response

    Use the Commonwealth Ombudsman's postal industry complaint page, or call 1300 362 072. StarTrack is covered by the same scheme.

    Include dates, references and the outcome you want.

    The service is free.

If it is not fixed

Escalate to the regulator

Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.

EWON Energy & Water Ombudsman NSW New South Wales — energy and water The Energy & Water Ombudsman NSW is the free, independent dispute-resolution scheme for energy and water customers in New South Wales. It covers… Make a complaint Details
EWOV Energy and Water Ombudsman Victoria Victoria — energy and water The Energy and Water Ombudsman Victoria is the free dispute-resolution scheme for energy and water customers in Victoria. It covers residential and s… Make a complaint Details
EWOQ Energy and Water Ombudsman Queensland Queensland — energy and water The Energy and Water Ombudsman Queensland is the free dispute-resolution scheme for electricity, gas and water customers in Queensland. It covers res… Make a complaint Details
OWA Ombudsman Western Australia Western Australia — public services and utilities The Ombudsman Western Australia is an independent office that reviews complaints about Western Australian government bodies, including government-own… Make a complaint Details

Questions

Australia Post FAQ

What is the Australia Post complaints number?

Call 13 POST (13 76 78) within Australia, or 13 11 18 if you are a business customer. Australia Post also takes complaints by online form, chat and letter.

How do I escalate an Australia Post complaint?

Get back in touch with Australia Post, quote your reference number and ask for your case to be escalated to a manager. You can also follow up in writing by form or post.

What is the Postal Industry Ombudsman?

It is part of the Commonwealth Ombudsman and can investigate complaints about Australia Post and StarTrack, which are mandatory members of the scheme.

Do I need to complain to Australia Post first?

Yes. The Department of Infrastructure says issues should be raised directly with Australia Post first, and the Ombudsman is a further option if you are not satisfied with how your complaint was handled.

Where do I write to Australia Post?

Australia Post, Customer Sales and Service, GPO Box 9911, Melbourne VIC 3001, as given in an Australia Post document. Check the complaints page for the current address.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 3 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

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13 76 78 Steps