The morning coffee was still brewing when Rochelle Melville received the call that would shatter her faith in Australia's postal system. Her limited-edition shoes—not just any shoes, but irreplaceable vintage finds she'd tracked down after months of searching—had vanished into the criminal underworld of package theft.
The Coorparoo post office break-in that claimed her $250 purchase might seem like an isolated incident, but it's part of a disturbing pattern that's putting older Australians' online shopping at risk like never before.
On 17 September, thieves broke into the Brisbane suburb post office and made off with 30 packages, but this pales in comparison to recent cases where a postal worker was involved in a $1.4 million fraud operation targeting 70 pieces of mail. The breach of trust runs deeper than random burglaries—it's coming from within the system itself.
'It's just really disappointing because I feel like we don't have much other postal services in Australia to choose from'
The trusted insider threat you need to know about
Recent police investigations have exposed sophisticated fraud operations where postal workers systematically steal mail and feed it directly to organised crime syndicates, with one case netting over $1.4 million and involving connections to two separate criminal organisations.
In February this year, a 43-year-old postal contractor was sentenced to two years and three months' imprisonment for stealing at least $400,000 worth of luxury items including jewellery and designer goods from mail packages between November 2021 and May 2023.
The targeting is deliberate and calculated. Card-not-present fraud accounts for 90 per cent of all fraud on Australian cards, with card-related fraud totalling $868 million in the 12 months to 30 June 2024. Your stolen bank card doesn't even need to leave the postal system to be used against you.
The compensation confusion that's costing you money
Here's what Australia Post doesn't make clear: you might be entitled to more compensation than Rochelle was told.
Most Australia Post services come with up to $100 compensation for loss or damage as standard, and if your item is lost or damaged without extra insurance, you may be entitled to compensation of up to $100 plus a refund of postage.
But there's a catch that affects many older Australians disproportionately. That $100 compensation limit hasn't changed since 1987, and in real terms, $100 today is equivalent to just $49.70 in 1987 dollars. Your purchasing power for postal protection has been quietly eroding for nearly four decades.
Australia Post's compensation basics
Standard coverage: Up to $100 compensation plus postage refund for most services
Extra Cover: Costs $2.50 for each $100 of additional coverage up to $5,000
Assessment: All compensation claims are assessed case-by-case
Coverage limit unchanged since 1987—worth less than half in today's money
The Australian Competition and Consumer Commission recently forced Australia Post to pay $2.9 million in compensation to business customers who were incorrectly told no compensation was payable between 2018 and 2022. Many consumers still don't understand their rights.
Your recovery options beyond Australia Post
Financial expert Angus Kidman's suggestion about credit card chargebacks isn't just helpful—it's often your best bet. Here are your actual options when theft strikes:
Direct compensation claim with Australia Post
Start by submitting a missing item enquiry form, but note there are specific timeframes for submitting enquiries. Don't let them tell you to contact the sender first—that's not always required.
Credit card chargeback
If you paid by credit card, dispute the transaction. Card companies often have stronger consumer protection than postal services.
Consumer guarantee rights
Under Australian Consumer Law, you have rights if a service isn't performed with due care and skill, and non-business customers whose articles are lost or damaged may have rights to compensation under consumer guarantees.
Seller responsibility
Many online retailers will replace stolen goods regardless of postal insurance—it's worth asking.
Your compensation options
- Australia Post: Up to $100 standard, more with extra cover purchased
- Credit card chargeback: Dispute the purchase transaction directly
- Consumer guarantees: Legal rights under Australian Consumer Law
- Seller goodwill: Many retailers replace stolen items voluntarily
- Contents insurance: Your home policy may cover parcels
The security measures that actually work
Research shows 58 per cent of Australians worry about parcel theft when delivered in their absence, and 54 per cent would prefer secure 24-hour collection points over home delivery.
Parcel Lockers and collection points
Australia Post's Parcel Locker network offers 24/7 access and reduces theft risk significantly. While 75 per cent of younger shoppers favour collection points, only 37 per cent of over-50s currently use them. It's time to reconsider this option.
Signature on delivery
For items valued above $500, you must add signature on delivery ($2.95), but this service has been limited during recent years.
Tracking and notifications
Download the official AusPost app and enable notifications to receive delivery updates directly from Australia Post rather than scammers.
Did you know?
Did you know?
Mastercard plans to remove traditional 16-digit numbers from physical cards in Australia by the end of the decade, making stolen cards largely useless as the crucial numbers will only be accessible through secure banking apps.
Fighting for stronger protections
The Commonwealth Ombudsman has noted that compensation is a necessary feature of postal services, with people having a right to expect recompense when their property is lost or damaged, and liability acting as an incentive to optimise service delivery.
But the system needs updating. When $100 coverage made sense in 1987, it represented real protection. Today, it barely covers the cost of basic electronics or clothing that seniors commonly order online.
If you suspect organised criminal activity involving postal theft, report it directly to Crime Stoppers on 1800 333 000. Every report helps build the intelligence picture that leads to arrests like those recent major cases.
What's next for postal security
Investigations under Strike Force Rubi continue, with more arrests expected. The cases highlight the importance of background checks and security measures for employees handling sensitive materials.
Business email compromise scams cost Australian businesses nearly $84 million in 2023-24, averaging over $55,000 per incident, showing how valuable stolen mail has become to organised crime.
For customers like Rochelle, the lesson is clear: understanding your rights and options before problems arise is your best defence. The postal system may not be as secure as it once was, but your recourse options are broader than many realise.
What This Means For You
The question isn't whether parcel theft will continue—recent cases show it's becoming more sophisticated, not less. The question is whether you're prepared with the knowledge and tools to protect yourself when it happens to you.
Have you experienced parcel theft, or do you have concerns about the security of your deliveries? Share your experiences and tips with fellow readers in the comments below—your insights could help protect someone else's treasured purchases.
Original Article
https://7news.com.au/news/thieves-s...-at-brisbane-australia-post-office-c-20215468
From postman into fraudster: Inside the $1.4 million mail theft scandal that's shaking Sydney | YourLifeChoices
Cited text: The arrest of a 56-year-old Australia Post employee has exposed a sophisticated fraud operation that netted over $1.4 million, involving 143 fraud-rel...
Excerpt: On 17 September, thieves broke into the Brisbane suburb post office and made off with 30 packages, but this pales in comparison to recent cases where a postal worker was involved in a $1…
https://www.yourlifechoices.com.au/finance/scams/postal-worker-sydney-mail-theft-fraud-scandal/
From postman into fraudster: Inside the $1.4 million mail theft scandal that's shaking Sydney | YourLifeChoices
Cited text: But for residents in Sydney’s affluent eastern suburbs, there was a more sinister explanation—their trusted postal worker was systematically stealing ...
Excerpt: Recent police investigations have exposed sophisticated fraud operations where postal workers systematically steal mail and feed it directly to organised crime syndicates, with one case netting over $1…
https://www.yourlifechoices.com.au/finance/scams/postal-worker-sydney-mail-theft-fraud-scandal/
Trusted insider jailed for taking $400,000 worth of luxury items from mail packages | Australian Federal Police
Cited text: A contractor to Australia’s postal service has been sentenced to two years and three months’ imprisonment for using his position to take at least $400...
Excerpt: In February this year, a 43-year-old postal contractor was sentenced to two years and three months' imprisonment for stealing at least $400,000 worth of luxury items including jewellery and designer goods from mail packages between…
https://www.afp.gov.au/news-centre/...aking-400000-worth-luxury-items-mail-packages
Trusted insider jailed for taking $400,000 worth of luxury items from mail packages | Australian Federal Police
Cited text: Investigators located a significant number of items, with a combined estimated value of $398,000, which the man had taken from mail packages between N...
Excerpt: In February this year, a 43-year-old postal contractor was sentenced to two years and three months' imprisonment for stealing at least $400,000 worth of luxury items including jewellery and designer goods from mail packages between…
https://www.afp.gov.au/news-centre/...aking-400000-worth-luxury-items-mail-packages
From postman into fraudster: Inside the $1.4 million mail theft scandal that's shaking Sydney | YourLifeChoices
Cited text: 9.9 per cent of Australians aged 15 years and over were victims of card fraud in 2023-24, while card-related fraud totalled $868 million in the 12 mon...
Excerpt: The targeting is deliberate and calculated. Card-not-present fraud accounts for 90 per cent of all fraud on Australian cards, with card-related fraud totalling $868 million in the 12 months to 30 June 2024.
https://www.yourlifechoices.com.au/finance/scams/postal-worker-sydney-mail-theft-fraud-scandal/
From postman into fraudster: Inside the $1.4 million mail theft scandal that's shaking Sydney | YourLifeChoices
Cited text: Card-not-present fraud accounted for 90 per cent of all fraud on Australian cards, making stolen mail particularly valuable to criminals who never nee...
Excerpt: The targeting is deliberate and calculated. Card-not-present fraud accounts for 90 per cent of all fraud on Australian cards, with card-related fraud totalling $868 million in the 12 months to 30 June 2024.
https://www.yourlifechoices.com.au/finance/scams/postal-worker-sydney-mail-theft-fraud-scandal/
Compensation—Australia Post
Cited text: Our services are generally suitable for sending items up to $100 in value.Most of our services come with up to $100 compensation for loss or damage. S...
Excerpt: Most Australia Post services come with up to $100 compensation for loss or damage as standard, and if your item is lost or damaged without extra insurance, you may be entitled to compensation of up to $100 plus a refund of postage.
https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation
Australia Post DETERMINING LEVELS OF COMPENSATION
Cited text: Australia Post’s reasons for disagreeing with the Ombudsman do not address the · Postal Industry Ombudsman—Australia Post: Determining levels of compe...
Excerpt: That $100 compensation limit hasn't changed since 1987, and in real terms, $100 today is equivalent to just $49.70 in 1987 dollars.
https://www.ombudsman.gov.au/__data...t_post_determining_levels_of_compensation.pdf
Australia Post DETERMINING LEVELS OF COMPENSATION
Cited text: On that basis, $100 at 30 June 2009 is equivalent to $49.70 in 1987.
Excerpt: That $100 compensation limit hasn't changed since 1987, and in real terms, $100 today is equivalent to just $49.70 in 1987 dollars.
https://www.ombudsman.gov.au/__data...t_post_determining_levels_of_compensation.pdf
Compensation—Australia Post
Cited text: Most of our services come with up to $100 compensation for loss or damage. Should your item be lost or damaged, and you haven’t purchased Extra Cover,...
Excerpt: Standard coverage: Up to $100 compensation plus postage refund for most services
https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation
Optional extras—Australia Post
Cited text: Extra cover costs $0 for the first $100 of cover and $2.50 for each subsequent $100 of cover (above $100 included cover) up to $5000.
Excerpt: Extra Cover: Costs $2.50 for each $100 of additional coverage up to $5,000
https://auspost.com.au/business/shipping/parcels-domestic/optional-extras
Compensation—Australia Post
Cited text: Claims for compensation are assessed on a case-by-case basis.
Excerpt: Assessment: All compensation claims are assessed case-by-case
https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation
Australia Post to pay about $2.9 million in compensation to businesses for lost or damaged parcels | ACCC
Cited text: The remediation program will provide compensation to business customers who were potentially affected by Australia Post Group’s conduct.
Excerpt: The Australian Competition and Consumer Commission recently forced Australia Post to pay $2.9 million in compensation to business customers who were incorrectly told no compensation was payable between 2018 and 2022.
https://www.accc.gov.au/media-relea...ion-to-businesses-for-lost-or-damaged-parcels
Australia Post to pay about $2.9 million in compensation to businesses for lost or damaged parcels | ACCC
Cited text: “We are pleased that Australia Post Group has undertaken to provide compensation for this error and to put systems in place to ensure similar errors a...
Excerpt: The Australian Competition and Consumer Commission recently forced Australia Post to pay $2.9 million in compensation to business customers who were incorrectly told no compensation was payable between 2018 and 2022.
https://www.accc.gov.au/media-relea...ion-to-businesses-for-lost-or-damaged-parcels
Compensation—Australia Post
Cited text: Start by submitting a missing item enquiry form. Please view missing mail items to access the form and for important information regarding timeframes ...
Excerpt: Start by submitting a missing item enquiry form, but note there are specific timeframes for submitting enquiries.
https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation
Australia Post to pay about $2.9 million in compensation to businesses for lost or damaged parcels | ACCC
Cited text: Under the consumer guarantee rights in the Australian Consumer Law, consumers can request a remedy if a product is not of acceptable quality or a serv...
Excerpt: Under Australian Consumer Law, you have rights if a service isn't performed with due care and skill, and non-business customers whose articles are lost or damaged may have rights to compensation under consumer guarantees.
https://www.accc.gov.au/media-relea...ion-to-businesses-for-lost-or-damaged-parcels
Australia Post to pay about $2.9 million in compensation to businesses for lost or damaged parcels | ACCC
Cited text: Non-business customers, whose articles are lost or damaged, may have rights to receive compensation under consumer guarantees.
Excerpt: Under Australian Consumer Law, you have rights if a service isn't performed with due care and skill, and non-business customers whose articles are lost or damaged may have rights to compensation under consumer guarantees.
https://www.accc.gov.au/media-relea...ion-to-businesses-for-lost-or-damaged-parcels
More than half of Australians worry about parcel theft—Parcel and Postal Technology International
Cited text: New research from Australian, agnostic parcel-collection network Hubbed has revealed that 58 per cent of Australians worry their parcels could be stolen when ...
Excerpt: Research shows 58 per cent of Australians worry about parcel theft when delivered in their absence, and 54 per cent would prefer secure 24-hour collection points over home delivery.
https://www.parcelandpostaltechnolo...-of-australians-worry-about-parcel-theft.html
More than half of Australians worry about parcel theft—Parcel and Postal Technology International
Cited text: When asked if they would prefer for parcels to be delivered to a secure 24-hour location instead of their home, in the absence of signature-on-deliver...
Excerpt: Research shows 58 per cent of Australians worry about parcel theft when delivered in their absence, and 54 per cent would prefer secure 24-hour collection points over home delivery.
https://www.parcelandpostaltechnolo...-of-australians-worry-about-parcel-theft.html
More than half of Australians worry about parcel theft—Parcel and Postal Technology International
Cited text: Three-quarters (75 per cent) of younger shoppers aged 18-30 also said the same, compared with just 37 per cent of over 50s.
Excerpt: While 75 per cent of younger shoppers favour collection points, only 37 per cent of over-50s currently use them.
https://www.parcelandpostaltechnolo...-of-australians-worry-about-parcel-theft.html
Optional extras—Australia Post
Cited text: Example: Total Value of goods = $300 Breakdown calculation of Extra Cover for $300 worth of goods: ... You must add $2.95 for Signature on Delivery if...
Excerpt: For items valued above $500, you must add signature on delivery ($2.95), but this service has been limited during recent years.
https://auspost.com.au/business/shipping/parcels-domestic/optional-extras
Online security, scams & fraud—Australia Post
Cited text: To receive delivery updates directly from Australia Post—and not scammers—download the AusPost app and enable notifications.
Excerpt: Download the official AusPost app and enable notifications to receive delivery updates directly from Australia Post rather than scammers.
https://auspost.com.au/about-us/about-our-site/online-security-scams-fraud
Online security, scams & fraud—Australia Post
Cited text: To receive delivery updates directly from Australia Post—and not scammers—download the AusPost app and enable notifications.
Excerpt: Download the official AusPost app and enable notifications to receive delivery updates directly from Australia Post rather than scammers.
https://auspost.com.au/about-us/about-our-site/online-security-scams-fraud
From postman into fraudster: Inside the $1.4 million mail theft scandal that's shaking Sydney | YourLifeChoices
Cited text: In February 2025, Mastercard announced plans to remove the traditional 16-digit number from the front of physical cards in Australia, securing it with...
Excerpt: Mastercard plans to remove traditional 16-digit numbers from physical cards in Australia by the end of the decade, making stolen cards largely useless as the crucial numbers will only be accessible through secure banking apps.
https://www.yourlifechoices.com.au/finance/scams/postal-worker-sydney-mail-theft-fraud-scandal/
From postman into fraudster: Inside the $1.4 million mail theft scandal that's shaking Sydney | YourLifeChoices
Cited text: This change would make stolen physical cards largely useless to fraudsters, as the crucial numbers would only be accessible through secure banking app...
Excerpt: Mastercard plans to remove traditional 16-digit numbers from physical cards in Australia by the end of the decade, making stolen cards largely useless as the crucial numbers will only be accessible through secure banking apps.
https://www.yourlifechoices.com.au/finance/scams/postal-worker-sydney-mail-theft-fraud-scandal/
Australia Post DETERMINING LEVELS OF COMPENSATION
Cited text: In our view, some form of compensation is a necessary feature of the postal service. People have a right to expect some level of recompense if their p...
Excerpt: The Commonwealth Ombudsman has noted that compensation is a necessary feature of postal services, with people having a right to expect recompense when their property is lost or damaged, and liability acting as an incentive to optimise…
https://www.ombudsman.gov.au/__data...t_post_determining_levels_of_compensation.pdf
From postman into fraudster: Inside the $1.4 million mail theft scandal that's shaking Sydney | YourLifeChoices
Cited text: Report postal theft concerns directly to Australia Post and consider reporting to Crime Stoppers on 1800 333 000 if you suspect organised criminal act...
Excerpt: If you suspect organised criminal activity involving postal theft, report it directly to Crime Stoppers on 1800 333 000.
https://www.yourlifechoices.com.au/finance/scams/postal-worker-sydney-mail-theft-fraud-scandal/
From postman into fraudster: Inside the $1.4 million mail theft scandal that's shaking Sydney | YourLifeChoices
Cited text: Investigations under Strike Force Rubi continue, with more arrests and charges expected. Police are urging anyone with information about fraudulent ac...
Excerpt: Investigations under Strike Force Rubi continue, with more arrests expected. The cases highlight the importance of background checks and security measures for employees handling sensitive materials.
https://www.yourlifechoices.com.au/finance/scams/postal-worker-sydney-mail-theft-fraud-scandal/
Online security, scams & fraud—Australia Post
Cited text: In FY2023-24, Australian businesses reported BEC losses of nearly $84 million, averaging over $55,000 per incident.1 · If you received an email or inv...
Excerpt: Business email compromise scams cost Australian businesses nearly $84 million in 2023-24, averaging over $55,000 per incident, showing how valuable stolen mail has become to organised crime.
https://auspost.com.au/about-us/about-our-site/online-security-scams-fraud
