We’ve recently identified an issue that impacted how we handled compensation claims made by some of our contract customers for lost or damaged articles between 26 October 2018 and 31 October 2022.  We have voluntarily entered into an Enforceable Undertaking with the Australian Competition & Consumer Commission (ACCC) in respect of this issue, after having self-reported and cooperated with the ACCC.

Read on to learn how to make a claim for compensation if you were impacted.

The issue 

We may have incorrectly denied requests for compensation for postage costs made by some contract customers, in relation to some eligible claims for lost or damaged articles in a manner inconsistent with our legal obligations.

We have fixed this issue and put processes in place to prevent it from recurring.

What does this mean for you?

If you had a contract with Australia Post and submitted a request for compensation for a lost or damaged article between 26 October 2018 and 31 October 2022 and it was denied, you may be eligible to receive compensation. 

Most business contract customers we have identified as potentially impacted will be automatically compensated. All other customers can access a simple claims process for remediation.

The compensation you may be eligible for would include a refund of the postage amount you paid for the article (including any applicable surcharges), plus interest (calculated at the average Reserve Bank of Australia interest rate during the relevant period plus an additional 2 per cent).

How to make a claim 

If you have been notified that you are eligible for automatic compensation and that we require your payment details, you will need to confirm your details via the Claims Portal (supported by Deloitte) using the unique reference number noted in those communications.

You can also submit a claim to be assessed for compensation for articles lost or damaged between 26 October 2018 and 19 December 2023. Claims can be lodged for assessment up until 19 June 2024 via the Claims Portal. This portal can only be used for claims relating to this issue. 

When submitting each claim, you’ll need to:

  • provide the tracking ID for each relevant article; and
  • if you’re a former contract customer without an active Business Credit Account, provide evidence of authority to claim on behalf of the business who was a party to the contract with Australia Post (for example, a copy of the former contract).

How long do I have to submit a claim? 

You have until 19 June 2024 to submit a claim.

What happens after I submit my claim?

We’ll contact you with a progress update within 15 business days from the date you submit your claim(s).

Need more information?

More information, including frequently asked questions and answers, is available via the Claims Portal. If you are having issues accessing the portal or have any questions, please contact us on 13POST or 137678.