I wouldn’t usually write a complaining post – but I’m going to about an ongoing experience with Australia Post’s redirection service – I wonder how many other people have had very bad experiences with it?
The short story is that after organising a redirection, I have received one redirected piece of mail in the last few weeks. I usually received 1-2 pieces of mail a day on average. A great deal of mail hasn’t been redirected and Australia Post has failed to fix this up despite repeated requests. I have no confidence that they will actually redirect the mail.
The longer story is this. I moved about three weeks ago to a new residence close by to my old place and we paid the ~$13 to have Australia Post redirect our mail for a month.
It would have been nice if it worked. The first indication that it wasn’t working was that my old letterbox (which I couldn’t necessarily access) was full of mail on a Tuesday – and new people hadn’t moved in. This was despite the redirection supposedly coming into effect the previous Friday (and had been organised some time beforehand).
So I phoned up the redirection service. After waiting for 20 minutes I chatted to a very helpful person who said that this issue would be investigated and that I would be phoned up that day in regards to it.
There was no phone call that day or afterwards.
However, there was one piece of redirected mail that evening. A good bit of news.
Unfortunately, that weekend we discovered a whole lot of mail at the old address that hadn’t been redirected – about 10 pieces of mail.
I phoned Australia Post up the next Tuesday to get this fixed up. After stating everything that had (and hadn’t) happened, I was assured that it would be fixed up. This time they phoned me that day or the next saying that it would be looked at.
It wasn’t fixed up.
Fortunately, the very nice people in my old apartment block have redirected some mail to us – some of this redirected mail appeared yesterday.
I left phone messages on the Australia Post contact yesterday morning, this morning and this afternoon to call me about this situation. After waiting on the general redirection enquiries line for ~20 minutes this afternoon, an automatic call back was arranged for tomorrow.
Why is it so difficult to arrange for Australia Post to redirect mail as we have paid them for it, for Australia Post to fix up its redirection service after repeated requests, and for its staff to call back as requested?
Appalling. How difficult is it to redirect mail?