You could be eligible for a $3000 compensation from Australia Post if you've been a victim of 'carding'
- Replies 25
If you're one of the many Australians who've been a victim of 'carding' when it comes to your parcel deliveries, we have some good news for you – you could be eligible for compensation.
Lawyers and sisters, Alison and Jillian Barrett from Maurice Blackburn detailed the legal rights you have when it comes to deliveries after one customer raised a common concern.
The customer, Anna, said: ‘I’m having a consistent and annoying problem with parcel deliveries. I get a lot of deliveries to my home address as I run a small side hustle.’
‘However, my business is being impacted by what can only be described as lazy delivery people. I’m home all day every day, yet I get countless notes in my mailbox stating: “We tried to deliver but you weren’t home.” This is common with Australia Post and private couriers – they’re all doing it.’
‘More recently, I’ve been getting texts from private couriers informing me that the parcels have been taken to the post office or a shop for me to fetch – not even a note to prove they were in the area.’
‘I pay for delivery but I end up going around picking up my parcels from various locations which can be as much as a 50-minute walk away. Once I’ve paid for postage, is there any obligation for them to bring it to my address and try to deliver it by ringing my doorbell?’
In response to the query, Alison and Jillian reassured Anna that she certainly isn’t the only person plagued with this inconvenience. Thousands of others have spoken up about the issue online.
For those who aren't familiar with the term, 'carding' is when a delivery driver attempts to deliver a parcel to your home but instead of waiting around or trying to contact you, they simply leave a card in your mailbox stating that they couldn't deliver the package and that you'll have to come and pick it up from a post office or other location. Inconvenient, right? Some of us cannot get to the Post Office easily!
Here’s what you can do about it
Write a complaint to Australia Post or other private courier companies, setting out:
1. All of the dates you’ve been ‘carded’
2. Confirmation that you were home at the time
3. Whether the items were time sensitive, such as medication
4. How long it took you to collect the item
5. The cost of delivery
6. Any action you’re wishing for them to take (such as an apology, reassurance that the issue won’t happen again, or a refund on postage costs)
Make sure to keep a copy of your written complaint.
The Office of the Commonwealth Ombudsman can investigate complaints about four different postal operators with zero charge, including Australia Post, StarTrack, Cheque-Mates, and D&D Mailing Services.
Alison and Jillian continued: ‘The Australian Consumer Law provides consumer guarantees which also apply to the delivery of parcels by Australia Post and private couriers, except deliveries of goods for a business, trade, profession or occupation.’
‘These consumer guarantees require that the service will be rendered with due care and skill, which includes parcels being delivered to the location where they are addressed.’
If the company doesn’t respond, take retaliatory action, or show no improvements after your complaint has been filed, then you can make an application to the Victorian Civil and Administrative Tribunal (VCAT) for an injunction to stop the behaviour or for compensation.
You can also opt to submit an application to VCAT for issues with deliveries of goods for businesses.
‘In February 2022, Australia Post was made to pay compensation of over $3000 in a similar situation as Anna’s, where the purchaser was spending 30 minutes each week collecting items that were not delivered correctly.’ Alison and Jillian added.
Why is ‘carding’ becoming more common?
The postal worker’s union previously explained that the practice of ‘carding’ has become more evident due to Australia Post’s employment of subcontractors.
‘The contract model sees that workers are paid per parcel, as opposed to an hourly rate that posties receive, and this provides its incentive to potentially cut corners.’ Leroy Lazaro, the Victorian branch Secretary of the Communication Workers Union said.
But Australia Post has long defended its staff, explaining the reasons why posties may not be able to deliver parcels.
‘Our people work hard to deliver mail and parcels safely and on time, and our posties and drivers should knock at the door three times and call out before leaving a card or safe-dropping the parcel.’ a spokesperson previously said.
‘Sometimes our people will leave a card without knocking because of access or safety issues – such as an off-leash dog – and this could happen even when a customer is at home.’
This legal information should not be regarded as specific legal advice or relied upon. For further information, we highly recommend you seek personalised legal advice.
What are your thoughts about this common delivery issue? Have you ever been ‘carded’ by Australia Post or a private courier? Share your stories with us in the comments.
Lawyers and sisters, Alison and Jillian Barrett from Maurice Blackburn detailed the legal rights you have when it comes to deliveries after one customer raised a common concern.
The customer, Anna, said: ‘I’m having a consistent and annoying problem with parcel deliveries. I get a lot of deliveries to my home address as I run a small side hustle.’
‘However, my business is being impacted by what can only be described as lazy delivery people. I’m home all day every day, yet I get countless notes in my mailbox stating: “We tried to deliver but you weren’t home.” This is common with Australia Post and private couriers – they’re all doing it.’
‘More recently, I’ve been getting texts from private couriers informing me that the parcels have been taken to the post office or a shop for me to fetch – not even a note to prove they were in the area.’
Anna detailed her concern with delivery parcels. Source: The Australian
‘I pay for delivery but I end up going around picking up my parcels from various locations which can be as much as a 50-minute walk away. Once I’ve paid for postage, is there any obligation for them to bring it to my address and try to deliver it by ringing my doorbell?’
In response to the query, Alison and Jillian reassured Anna that she certainly isn’t the only person plagued with this inconvenience. Thousands of others have spoken up about the issue online.
For those who aren't familiar with the term, 'carding' is when a delivery driver attempts to deliver a parcel to your home but instead of waiting around or trying to contact you, they simply leave a card in your mailbox stating that they couldn't deliver the package and that you'll have to come and pick it up from a post office or other location. Inconvenient, right? Some of us cannot get to the Post Office easily!
Here’s what you can do about it
Write a complaint to Australia Post or other private courier companies, setting out:
1. All of the dates you’ve been ‘carded’
2. Confirmation that you were home at the time
3. Whether the items were time sensitive, such as medication
4. How long it took you to collect the item
5. The cost of delivery
6. Any action you’re wishing for them to take (such as an apology, reassurance that the issue won’t happen again, or a refund on postage costs)
Make sure to keep a copy of your written complaint.
More Australian Post customers are experiencing the issue. Source: Yahoo! News
The Office of the Commonwealth Ombudsman can investigate complaints about four different postal operators with zero charge, including Australia Post, StarTrack, Cheque-Mates, and D&D Mailing Services.
Alison and Jillian continued: ‘The Australian Consumer Law provides consumer guarantees which also apply to the delivery of parcels by Australia Post and private couriers, except deliveries of goods for a business, trade, profession or occupation.’
‘These consumer guarantees require that the service will be rendered with due care and skill, which includes parcels being delivered to the location where they are addressed.’
If the company doesn’t respond, take retaliatory action, or show no improvements after your complaint has been filed, then you can make an application to the Victorian Civil and Administrative Tribunal (VCAT) for an injunction to stop the behaviour or for compensation.
You can also opt to submit an application to VCAT for issues with deliveries of goods for businesses.
‘In February 2022, Australia Post was made to pay compensation of over $3000 in a similar situation as Anna’s, where the purchaser was spending 30 minutes each week collecting items that were not delivered correctly.’ Alison and Jillian added.
The postal worker’s union previously explained that the practice of ‘carding’ has become more evident due to Australia Post’s employment of subcontractors.
‘The contract model sees that workers are paid per parcel, as opposed to an hourly rate that posties receive, and this provides its incentive to potentially cut corners.’ Leroy Lazaro, the Victorian branch Secretary of the Communication Workers Union said.
But Australia Post has long defended its staff, explaining the reasons why posties may not be able to deliver parcels.
‘Our people work hard to deliver mail and parcels safely and on time, and our posties and drivers should knock at the door three times and call out before leaving a card or safe-dropping the parcel.’ a spokesperson previously said.
‘Sometimes our people will leave a card without knocking because of access or safety issues – such as an off-leash dog – and this could happen even when a customer is at home.’
This legal information should not be regarded as specific legal advice or relied upon. For further information, we highly recommend you seek personalised legal advice.
What are your thoughts about this common delivery issue? Have you ever been ‘carded’ by Australia Post or a private courier? Share your stories with us in the comments.
Last edited:
.png){kind=icon}
