When getting your mail costs more than a holiday: One man's $1540 Australia Post nightmare

Michelle Engbino · 2025-10-20T10:50:37+1100

Imagine being told you'd have to pay $1540 just to receive your own mail—the same cost as a decent trip to Europe.

That's exactly what happened to Rob Morgan, a Melbourne man who's spent the past year fighting an absurd bureaucratic battle with Australia Post after his local post office was destroyed in an arson attack.

Rob had been quietly using his PO box in Croydon North for a decade when disaster struck in December last year. A 16-year-old boy from the Melton area was charged with criminal damage by fire after fire tore through three businesses in the shopping strip.

What should have been a straightforward temporary arrangement turned into a costly nightmare that highlights just how little protection everyday Australians have when essential services fail.

From helpful to heartless in one billing cycle

Initially, Australia Post did the right thing. They redirected Rob's mail to another PO box in Eildon free of charge while the Croydon office remained closed for repairs. For someone who'd been a loyal customer for 10 years, this seemed like basic customer service.

Then came the shock.

'We've just got a note from a letter from Australia Post saying that if we want to keep receiving our mail and getting it redirected, it's going to cost me $1540,' Rob told A Current Affair. 'It just doesn't pass the pub test!'

Rob complained to Australia Post, but said the company insisted the charges would stand.

'I tried to explain to them, "how would you feel if all of a sudden it was going to cost you $1540 to receive your mail?" And they basically said, "Too bad, so sad."'

Rob Morgan, A Current Affair[/blockquoteauthor]

'It’s not my fault that the place burnt down. I had nothing to do with it!'

Rob Morgan, A Current Affair

Why this hits seniors particularly hard

For many Australians over 60, stories like Rob's strike a particular nerve. Unlike younger generations who've largely moved to digital banking and communication, seniors often still rely heavily on postal services for important documents, bills, and government correspondence.

Rob's frustration is palpable: 'We don't even get a lot of mail anymore. I mean nine out of 10 things come as emails and that now, but you still don't want to be missing bills... I just don't want to make it affect your credit rating or anything really.'

His frustration captures the dilemma facing many older Australians—caught between a digital world they didn’t choose and postal services that seem increasingly unreliable.

The real cost of postal disruption

When essential services like post offices close, the hidden costs add up quickly:

• Missed bills can damage credit ratings

• Important medical appointments may be forgotten

• Government correspondence could be lost

• Banking and insurance matters become complicated

• Peace of mind disappears

The bureaucratic maze keeping Croydon closed

The Croydon North post office has been closed since the December 2023 blaze, and it remains unclear when it will reopen.

Maroondah Council has not yet given the okay for any work to be carried out to repair or rebuild the damaged property—a complex process that’s left the community without local postal services for nearly a year.

'Australia Post thanks the community for their understanding while the Croydon North Post Office remains temporarily closed, following a significant fire in December last year,' a spokesperson said, but understanding doesn't pay the bills or reduce the inconvenience for customers like Rob.

A charge that defies common sense

To put Australia Post’s demands in perspective, Rob could literally have his mail sent to New York or London for the same $1540 price tag.

'I can’t think of any other business that has something go wrong for them and then they decide to charge their customer,' he said. 'It just shows that they really don’t care about their customers at all. So it’s pretty disappointing.'

Media pressure brings swift resolution

When A Current Affair contacted Australia Post, the response was immediate.

'Australia Post apologises to Mr Morgan for a systems error that led to him being notified of future charges for ongoing mail redirection to his Eildon address,' the company said in a statement. 'We thank customers for their understanding and will be reaching out to Post Office Box holders to confirm that free mail redirection will be extended for a further 12 months.'

The company confirmed all Croydon North PO Box holders currently have free leasing in place until March 2026, and customers also have the option to collect their mail from the Croydon Post Shop.

'We are waiting on further advice from the landlord around when it will be safe to return,' Australia Post added.

What you can do if faced with similar postal disruptions

Document all communications with Australia Post

Contact your local MP if reasonable solutions are refused

Reach out to media outlets like A Current Affair

Consider complaints to the Australian Communications and Media Authority

Keep records of any additional costs you incur due to their service failures

Ask for written confirmation of any 'systems errors'

The bigger picture for consumers

Rob’s story raises broader questions about fairness and accountability in essential public services. While Australia Post’s error was eventually corrected, it only happened after national media scrutiny—raising concerns about how many similar mistakes may go unnoticed or unchallenged.

For ordinary Australians, especially seniors, the incident is a reminder to double-check billing notices, document correspondence, and speak up when something doesn’t add up. As Rob discovered, persistence, and a bit of publicity, can make all the difference.

Notice the language here—a 'systems error.' This wasn't a policy debate or a grey area interpretation. It was simply wrong from the start, which makes you wonder how many other customers might have quietly paid similar unfair charges without fighting back.

What this means for Australia Post's reputation

Rob's experience raises serious questions about Australia Post's customer service approach and internal systems. 'I can't think of any other business that has something go wrong for them and then they decide to charge their customer. So, I mean, it just shows that they really don't care about their customers at all. So it's pretty disappointing.'

The fact that this was resolved only after media attention suggests there may be systemic issues with how the organisation handles customer complaints and service failures.

Did you know?

Did you know?
Australia Post handles over 3 billion items of mail annually, but complaints to the ombudsman about postal services have been steadily increasing. Many involve billing disputes and service failures that could have been avoided with better customer service systems.

The current status and looking ahead

Australia Post has confirmed that all Croydon North PO Box holders currently have free leasing in place until March 2026, and customers can pick up their mail from the Croydon Post Shop as an alternative. The free mail redirection has been extended for another 12 months.

While Rob's immediate problem has been solved, his case serves as an important reminder for all Australians, particularly seniors who rely heavily on postal services. Don't accept unreasonable charges without question, document everything, and don't hesitate to seek help when bureaucracy becomes overwhelming.

The Croydon North Licensed Post Office remains closed while waiting on landlord advice about when it will be safe to return, but at least customers like Rob can now receive their mail without facing bills that cost more than an overseas holiday.

Have you experienced similar issues with Australia Post or other essential services? How did you resolve the situation, and what advice would you give to others facing bureaucratic nightmares? Share your experiences in the comments below.

Primary Source

https://9now.nine.com.au/a-current-...his-mail/2a35e684-d270-4a52-ac31-f930e2f48aac

Australia Post keen to move back into Croydon North store after alleged arson attack

Cited text: Police also charged a 16-year-old boy from the Melton area with criminal damage by fire, theft of a car and burglary, with the boy set to face a Child...

Excerpt: A 16-year-old boy from the Melton area was charged with criminal damage by fire

https://www.easternmelburnian.com.au/p/australia-post-croydon-north-fire

Australia Post keen to move back into Croydon North store after alleged arson attack

Cited text: An Australia Post licensee and the owners behind a burger cafe are waiting on the okay from Maroondah Council after a fire tore through three business...

Excerpt: fire tore through three businesses

https://www.easternmelburnian.com.au/p/australia-post-croydon-north-fire

Australia Post keen to move back into Croydon North store after alleged arson attack

Cited text: Maroondah Council has not given the okay for any work to be carried out in repairing or rebuilding after fire tore through three businesses late last ...

Excerpt: Maroondah Council has not given the okay for any work to be carried out in repairing or rebuilding

https://www.easternmelburnian.com.au/p/australia-post-croydon-north-fire

Australia Post keen to move back into Croydon North store after alleged arson attack

Cited text: “Australia Post thanks the community for their understanding while the Croydon North Post Office remains temporarily closed, following a significant f...

Excerpt: 'Australia Post thanks the community for their understanding while the Croydon North Post Office remains temporarily closed, following a significant fire in December last year,'

https://www.easternmelburnian.com.au/p/australia-post-croydon-north-fire

Search

Search