In the age of online shopping and global communication, postage and parcel services have become the lifeblood of many Australian businesses, especially those in more remote areas like Kuranda, Queensland. However, what happens when the system designed to streamline and support commerce becomes a source of financial strain? This is the question many are asking after a local business, Minibeast Wildlife, was hit with thousands of dollars in incorrect postage charges by Australia Post (AusPost).


Deanna and Alan Henderson, the passionate duo behind Minibeast Wildlife, have dedicated their lives to the fascinating world of invertebrates. Their business, which involves everything from providing 'bug wrangling' services for wildlife documentaries to running educational programs, relies heavily on the ability to send live insects through the mail. With around 3,500 parcels dispatched annually, the Hendersons depend on AusPost's automated measuring system for their shipping needs.


However, the couple's trust in the system was shaken when they discovered they had been incorrectly charged for dozens of underpaid postage fees over the past year. The most egregious error involved a 300-gram parcel containing praying mantises, which was measured as over a meter in length and weighing 55 kilograms, resulting in a staggering $731.68 fee.


AusPost's automated parcel scanning technology, which has been in use for several years, is designed to allow MyPost Business customers to avoid post office queues by pre-ordering shipping labels and lodging parcels at Red Street posting boxes. The system automatically detects discrepancies between the postage paid and the correct amount, charging customers for any underpayment. However, Henderson's experience suggests that technology is far from infallible.

The couple's ordeal began with small, seemingly insignificant fees, but these quickly escalated. 'Fifty-eight times to be exact,' Mr Henderson explained, 'and those times… we've been charged anywhere from an extra $20 up to an extra $700.' Despite AusPost's apology and assurance that the system 'in the vast majority of cases works well,' the Hendersons have had to lodge a complaint with both the Australian Competition and Consumer Commission (ACCC) and the Postal Industry Ombudsman.

The Hendersons' case is not an isolated incident. In the 2023-24 period, the Postal Industry Ombudsman received 4,056 complaints about AusPost, 55 per cent of which relating to domestic parcels and delivery issues. Of these, 12 complaints were specifically about Dimension Weight Scanning (DWS) calculations, although they may be more categorised differently.


The reliability of automated systems like DWS is a topic of debate among experts. Professor Tim Miller, a specialist in artificial intelligence at UQ's School of Electrical Engineering and Computer Science, noted that such systems will never be perfect. 'You could probably go from getting it right 95 per cent of the time, but if done poorly, it could be 50, 60, 80 per cent of the time,' he said, highlighting the gap between public expectations and technological capabilities.

For the Hendersons, the solution has been labour-intensive: photographing every box they pack to provide evidence in case of overcharges. This additional step is not only time-consuming but also indicative of a larger issue within the postal system.

So, what can you do if you suspect you're being overcharged by AusPost? First, keep a close eye on your postage charges and compare them with the actual dimensions and weight of your parcels. If you notice discrepancies, reach out to AusPost's customer service for clarification and, if necessary, a refund. Additionally, consider lodging a complaint with the Postal Industry Ombudsman if you're not satisfied with the response.

For our senior community members who run businesses or frequently send parcels, this issue is particularly pertinent. It's essential to be vigilant and proactive in ensuring that you're not paying more than you should for postage. After all, in a time when every penny counts, no one can afford to be overcharged due to a technological glitch.
We invite you to share your experiences with AusPost's parcel service in the comments below. Have you encountered similar issues with overcharging? How was it resolved? Your insights could help others navigate these waters and ensure fair postage fees for all.