In the age of online shopping and instant gratification, we've come to rely heavily on postal services to deliver our goods promptly, especially when we pay a premium for express delivery. But what happens when the service we trust falters, and our eagerly awaited packages don't arrive as promised?

This very scenario played out in Auchenflower, Brisbane's inner west, when a customer's anticipation turned to frustration as he witnessed an Australia Post driver blatantly skip his express parcel delivery. The incident, captured on CCTV and shared on Reddit, has sparked a conversation among Australians about the reliability of postal services and the accountability of delivery personnel.

The video, timestamped at around 11:30 am, showed the white Australia Post van approaching the customer's home. Instead of stopping to deliver the express parcel, the driver slowed down, extended his phone out the window to snap a photo of the letterbox, and accelerated away. The customer, understandably irked, captioned the video with a hint of sarcasm: 'Express post [not delivered] today. Must have been late for a date.'

An Australia Post delivery man skipped a customer's home after they ordered aircon repair parts with express delivery. Image Credit: Reddit/birribama

The parcel in question contained critical parts for an air conditioner, and the customer had paid extra for express delivery to ensure the installer could set up the new system without delay. As a stay-at-home parent looking after children, the convenience of home delivery was not just a luxury but a necessity to avoid the hassle of bundling the kids into the car to collect the parcel from the post office.

Adding insult to injury, the customer received a notification on his phone claiming he wasn't home when the driver arrived. This prompted him to contact Australia Post and lodge a complaint, only to be met with the disappointing reality that the driver could not be sent back to complete the delivery.

The practice of delivery drivers taking a photo of the letterbox instead of leaving a note has become a new norm, leaving customers to trek to their nearest post office for collection. This change in procedure has left many feeling short-changed, especially when paying for express service.

The customer's ordeal didn't end there. He was forced to collect the parcel himself two days later at the Toowong Business Centre. While he noted that the Australia Post staff, including the case manager handling his complaint, were helpful, the experience was far from satisfactory.

The case manager's email, which the customer shared online, confirmed that an investigation had been conducted at the Pinkenba Parcel Delivery Centre. The staff involved had been addressed, and 'appropriate action' had been taken to prevent a recurrence of such an incident.

The Reddit thread where the video was posted became a sounding board for others to share their own delivery woes, with many sympathizing with the customer's frustration. Some commenters even noted a change in their delivery personnel after filing complaints, suggesting that Australia Post does take action when issues are raised.

Australia Post's express postage service, which costs between $14.45 and $31.35 depending on the package size, is supposed to guarantee timely delivery. In response to the incident, an Australia Post spokeswoman stated that the delivery should have been made initially and that the issue had been addressed. She reiterated that the event did not reflect the high standards expected of their driver contractors and that Australia Post had apologized to the customer.

This incident raises important questions about the accountability of delivery services and the measures in place to ensure customers receive the service they pay for. It's a reminder to all of us to be vigilant about our deliveries and to report any discrepancies immediately.

Key Takeaways

• An Australia Post customer has shared a video of a postie skipping his express parcel delivery.
• The incident occurred in Auchenflower, Brisbane, and involved the driver taking a photo of the customer's letterbox instead of delivering the parcel.
• The customer lodged a complaint with Australia Post, which prompted an investigation and assurance of appropriate action taken.
• Australia Post has apologised to the customer and expressed that the service experienced was not up to their high standards.

We at the Seniors Discount Club understand how crucial reliable delivery services are for our members, many of whom depend on them for essentials. We encourage you to share your experiences with postal deliveries, both good and bad, in the comments below. Have you ever encountered a similar issue with your express post deliveries? How was it resolved? Your stories can help others navigate these challenges and advocate for better service.

 

[richmich.4422@gmail]

Just simply, one absolutely lazy bastard. I wonder if the customer could have lodged a return of costs for a delivery not delivered "?"

I reckon that the driver should have had the costs taken out of his salary to pay for the postage for not doing his job & reimbursed back to the customer.

NOVEZAR.

 

[Bendie]

The customer paid express delivery rates and did not get what was paid for. Australia Post should not just apologise but refund the cost of delivery.

 

[Benny's Light]

We are lucky. We have a lovely lady who delivers our parcels from Australia Post. Nothing is a problem for her. She is always polite and shows that she enjoys her job. Her respect and care for her job is rare these days as shown with the comments above.

 

[magpie1]

All of the drivers in our area are great....they all leave our parcels in the same spot undercover and just outside our front door....we use Aust. Post, Aramax, and a couple of others....they are all friendly and do a great job. For those who may be complaining now....just wait when the Christmas deliveries become full on..

 

[summadale]

Last mth Postie came with a parcel authority to leave, never had issues prior. Postie said I HAD to sign I said no I don’t. He started to walk away with the small parcel. I do have a spot where parcels can be left. So I signed and put in a complain, next day another delivery same issue re leaving. But not left I didn’t get to door in time. Not easy to go to PO, closest one closed. So I complained again. Lo and behold I had 3 guys turn up to talk. Oh and Postie said that is not a secure spot, been using it for 15yrs, I said that to I gather the boss it is not his decision
ive never had anything nicked. But many many times over the years you find a card left even though you were home. Well surely the twits should of realised it’s surely just as quick to deliver than to write out the card!

 

[DLHM]

Most of them are plain white vans, the drivers are sub-contractors. The ones that deliver to us even have trouble communicating with the customer, as they cannot understand or speak English.

If the delivery person “cannot understand or speak English”, how could they have passed a Driver’s Test?

 

[PattiB]

We have amazing people delivering where I live. They are contracted to Australia Post & arrive in a plain white van but they are happy, cheerful & love a little chat. They happily deliver to my back door & put parcels out of sight on my back door step. They are aware that we collect our neighbours parcels when they’re at work so will bring them in as well. Even the postie on his bike brings stuff to the back door & rearranges his deliveries in our enormous carport. I gather that we’re extremely lucky.

 

[PattiB]

If the delivery person “cannot understand or speak English”, how could they have passed a Driver’s Test?

I have also wondered about this but a friend witnessed, while waiting at Service Tas, a man inputting the answers for his wife who couldn’t understand written English. We were all appalled. My sister in law was telling me about her husband’s cousin who was teaching his girlfriend to drive, but she could barely speak or understand English so certainly couldn’t read it. He managed to teach her to recognise road signs, speed limit sides etc and she passed her drivers test. I can’t imagine what would happen if she came across an unfamiliar sign. It is becoming a real problem.

 

[PS]

Sadly, the service is no better in Adelaide. I used to use Australia Post exclusively but after several non-deliveries where I sat at home looking at the front garden only to receive a "you weren't home" text, I now use, and encourage others to use, ANYONE else. Complaining through their website makes you feel good the first time but when nothing gets done and the same thing happens again you realise that you wasted your time. The most effective way to deal with it is to use some else and there are plenty to choose from.

 

[samtumino]

Australia Post = Useless
I received an email saying that my parcel could not be delivered because nobody was home, and would be available for collection from the Post Office after 4:00pm of the same day.
I went to the PO at 4:10 with the print-out of the email only to be told by the operator (obviousily looking at a blank screen) that the parcel wasn't in yet, and I woud have to come back the following day.
My subsequent tracking search on the PO website clearly showed that the parcel was at the PO two hours before I went to collect it.
The operator obviously was too lazy to go and look for it.
I am not sure that my complaint to the relevant department achieved much, I only received a nice acknowledgement and assurance that the matter woud be investigated.

 

[BigAl6164]

The three common excuses for taking my parcels to the LPO are:

1. Unsecured dog. In my retirement village no such beast exists.

2. Could't gain access. Though it's a gated community, those gates remain open - not just unlocked - between 6:01 am and 6:01 pm.

3. Safety hazard. It's a community, many of whose residents are frail or unsteady on their feet. We simply do not do safety hazards!

My complaints to Australia Post have been politely received and helpfully dealt with but how many times is one person supposed to complain?

I've visited the LPO so many times they know me by sight and when I cross the threshold one or other of the staff simply heads out the back to retrieve my parcel/s.

We do have a few great posties, and it's awesome to read good news stories, but the ongoing failures are aggravating, to say the least!

 

[Kez68]

I paid for delivery to my daughter s address the bloody driver was too lazy to get out of his car and put it in the box set up for parcels he said it was not his job to put it in it as it was back a little from the road, only because there was no way to set it up on the road, so he took it 15min down the road to a postal hardware who only keep parcels for 3 days then they have to send them back as they do not have the room for a lot of things to be left did complain to aust post about ikt be nothing ever came of it..

I have been home when a package arrived and witnessed the driver get out of the van and card my mailbox making me go to the post office because he was too lazy to walk up my driveway.

 

[bbenton]

The problem is that the driver is a contractor and not an employee of Australia Post. No doubt he gets paid the same whether he makes the delivery or not.

 

[PattiB]

I have been home when a package arrived and witnessed the driver get out of the van and card my mailbox making me go to the post office because he was too lazy to walk up my driveway.

This has happened to my son in WA. Since the pandemic lockdown etc he’s mainly worked from home & his office faces his driveway so he’s actually seen the driver shove the card in his letterbox instead of walking down the driveway. Fortunately the PO is just across the road. It’s becoming a nuisance that so many firms won’t deliver to a PO Box when it’s where a lot of packages end up. It would be so much more secure for people who still work. The exception is the chap who delivers my son’s Apple packages. He was so excited to have someone open the door when he rang the bell (we were there) & especially the day my son was home, they had a lovely chat about Apple computers, iPhones etc & he said to my boy that he’d wanted to meet him for so long because of all the products he buys.

 

[natalielocket]

Now that is a pretty rare thing. Not too many delivery drivers around our way are useless. Can't read address correctly or never deliver just take to local Post Office for someone to pick up.

In my area, just out of Mackay, Walkerston, can`t compliment the Post/parcel delivery enough. If it doesn`t need signing for, it is delivered under a covered area, and if not at home for signed delivery, a note left in the letterbox. And the Staff in the Post office are always polite, cheerful, and helpful.

 

[Winks]

why is it a plain white van? no markings at all????

This time of year they bring in contractors due to increasing volumes of freight.

 

[Winks]

Anyone around my area will tell you that our Australia Post contractors go above and beyond. They are the friendliest, most helpful folk you are likely to meet. I know some folk have bad experiences, but a big shout out to the 'good guys' out there, doing the right thing.

Our Aus Post guy is great also.

 

[Winks]

similar thing happened to my friend. She was at work got notification to say parcel delivered. When she got home nothing there. When she contacted Aust Post they said she signed for it. On questioning driver he said he rang the doorbell(she doesn’t have one) She came to door took parcel signed and walked away. It’s not her signiture and she wasn’t home . She had to fight to get a refund fro Aust Post.

If the parcel requires a signature the driver is meant to ask for I.D.

 

[Winks]

This has happened to my son in WA. Since the pandemic lockdown etc he’s mainly worked from home & his office faces his driveway so he’s actually seen the driver shove the card in his letterbox instead of walking down the driveway. Fortunately the PO is just across the road. It’s becoming a nuisance that so many firms won’t deliver to a PO Box when it’s where a lot of packages end up. It would be so much more secure for people who still work. The exception is the chap who delivers my son’s Apple packages. He was so excited to have someone open the door when he rang the bell (we were there) & especially the day my son was home, they had a lovely chat about Apple computers, iPhones etc & he said to my boy that he’d wanted to meet him for so long because of all the products he buys.

The PO boxes are owned by Aust Post so they won’t accept delivery from competing courier companies.

 

[PattiB]

The PO boxes are owned by Aust Post so they won’t accept delivery from competing courier companies.

Most of my packages are delivered by Aus Post with the occasional one by Startrak. They both work out of the same building in Launceston & take parcels to the PO if we’re out. Doesn’t make sense does it? I dread when I notice that something is coming with Aramax as it’s likely to end up anywhere.