Australia Post will remediate customers who were incorrectly declined compensation between October 2018 and October 2022 for lost and damaged parcel claims. Australia Post has co-operated with the Australian Competition and Consumer Commission (ACCC) by self-reporting and has voluntarily entered into an Enforceable Undertaking.
Australia Post and its subsidiary StarTrack identified the error as part of an internal review. Australia Post self-reported the issue to the ACCC and continued engagement with them to resolve the matter.
The error predominantly relates to parcels sent by business contract customers and represents less than 0.01 per cent of articles that moved through the Australia Post and StarTrack networks over the four-year period.
Australia Post is contacting all potentially affected customers with information on automatic compensation (where applicable) or details on how to lodge a claim and expects to pay around $2.9 million. Australia Post anticipates less than 11,500 Australian Post customers and StarTrack receivers are likely to be impacted.
Gary Starr, Executive General Manager, Parcel, Post & eCommerce Services said: “We unreservedly apologise to all customers impacted. We know the important role we play in the community, particularly supporting our business customers, and have corrected our processes to make sure this doesn’t happen again.”
