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Australia Post has introduced a customer service charter as an expression of our commitment to improving our service and communication.

 The purpose of our Service Charter

The Service Charter sets out the standards you can expect from us, explains how you can obtain information, outlines how you can complain if the standards are not met and offers advice on how you can help us to serve you better.

 Mail services

Australia Post is committed to making posting facilities easily accessible and to meet reasonable levels of local community demand.

 Complaints

We believe that the fastest and most effective way to resolve a complaint and achieve customer satisfaction is to deal with the issue at the point of initial contact.

 Making the most of Post

If we can enhance the service provided to you as a mail recipient, we will contact you personally to discuss our ideas for improvement and to seek your cooperation.

 Performance reports 

Australia Post reports on how well it lives up to its Service Charter in the Annual Report. This is available from the General Manager’s office in each state.

 Contact information

To request a copy of the Australia Post Customer Service Charter, or to find out more about the Customer Service Charter, use the following contact details in each state.

 Download the Customer Service Charter

The Australia Post Customer Service Charter is available in two versions: an A4 text based version and a brochure size version including all text and images.

• Customer Service Charter (doc 54kb)
• Customer Service Charter (pdf 239kb - Adobe Acrobat is required to read this document. Please call customer service on 13 13 18 if you cannot access the pdf).