Frustrations over the delivery of packages

By Adair Winder

Aug 5, 2022

You’ve got mail: Australia Post has responded to allegations that delivery drivers are not always approaching the residence before leaving a collection card. Photo by Jamie Salter

A recent post published on Facebook highlighted the Echuca-Moama community’s frustration over delivery drivers leaving collection cards without ever having approached the residence.

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In most cases, the leaving of these cards means that the person receiving the card will then have to visit the post office and collect the package because they were not at home at the time of the delivery.

But what if you were home the whole day, nobody knocked and you were still left with a card saying a driver had visited?

A spokesperson for Australia Post said the number of complaints received in Echuca-Moama over recent months has been minimal, which had led them to “believe” that their ”business partner in the area is following the correct process”.

“While our people are instructed to knock and call out before carding a parcel for collection at the post office, sometimes a card is left without knocking due to access or safety issues, such as an off-leash dog, even when the customer is home,” the spokesperson said.

“We understand the frustration and we are working with our teams to reduce carding because we always strive to do better.

“Increased demand has seen Australia Post consistently deliver a record two million parcels every weekday in our busiest months. We will always work hard to service our community and we encourage customers to contact us at auspost.com.au/help for support, or download the Australia Post app to track and manage delivery options.“

In terms of whether drivers undergo specific training that outlines they must knock before leaving a card and what the repercussions are for drivers who are caught not following procedure, Australia Post could not comment.