Australia Post addresses ‘attempted delivery’ issue

The postal service will implement a feature to address a major customer concern – the issue of elusive attempted deliveries.

For chronic online shoppers, the anticipation of an impending parcel brings a small joy that transforms an otherwise mundane day into something exciting.

However, for many ‘add-to-cart’ aficionados, there’s an all-too-familiar scenario that can quickly dampen their mood: receiving a notification from the postie saying that they missed their delivery.

Scrolling through social media reveals countless reports of Aussies sharing their disappointment over this admittedly first-world problem, with many pointing fingers at the country’s national postal service, Australia Post.

People’s main frustration lies in their claim that they were definitely at home when the supposed delivery was attempted.

One woman on TikTok joked that she needed to “take annual leave” to guarantee she’s at home during the Australia Post delivery window, while another claimed that posties “lie” about attempts to deliver so they can conduct more “efficient” postie runs.

Now, Australia Post is addressing this issue by implementing a new feature that allows customers to receive a photo of the attempted delivery as “proof” that it was indeed attempted.

Australia Post is rolling out a new feature that allows people to receive a photo of an attempted delivery. Picture: Supplied

Members of MyPost, Australia Post’s free subscription service, were informed about the change via an email sent on Wednesday, with the company stating that the change will come into effect on May 19.

It read: “The AusPost app will provide access to the attempted delivery photo our team members take when attempting delivery. We’ll gradually introduce this feature over two weeks”.

Australia Post explains the move

An Australia Post spokesperson told news.com.au that the move is “focused on improving the digital and delivery experience for our customers”.

“This initiative will enhance the transparency of when a delivery is attempted and provide customers with assurance when we can’t leave the parcel at the address,” they continued.

“The process for parcel delivery remains the same. Posties and drivers are still required to knock three times as they attempt to deliver for customers.”

If the driver doesn’t get a response, they will leave an attempted delivery notification, followed by an update when the parcel is ready for collection.

It is understood that Australia Post drivers have been taking photos of where they leave parcels since last year, and this new feature is just an extension of that practice that aims to minimise the number of complaints the postal service receives.

If customers don’t want attempted delivery photos, they can opt out by contacting the customer service team.

A notification in the AusPost app on Thursday. Picture: News.com.au

Aussies weigh in on new feature

However, after word of the new feature spread online, Aussies weighed in with their thoughts – and not everyone was convinced.

“Required to knock three times, hey,” said one disgruntled Redditor, implying they don’t believe posties do that.

“Doesn’t say how hard they have to knock or where!” another pointed out. “Pretty sure our guy knocks on the inside window of the van three times as he rounds the corner 200m away”.

“Going to be using a long zoom telephoto camera lens to take the photo of the door,” a third user quipped.

“I look forward to seeing a blurry image as evidence the delivery guy didn’t even stop, let alone to see if I’m actually home,” a fourth added.

Others questioned if there’s a way to know if the photos are legitimate if they’re not timestamped and wondered if posties could use old photos taken at addresses.

Parcel receivers usually receive a notification like the above, without a photo. But soon things will change. Picture: Reddit.

Meanwhile, a few welcomed the move, with one calling it a “positive” change that hopefully reduces missed deliveries.

“I hope this makes a difference,” someone else shared.

“I’m hoping this means they have to actually get out of the van and make an actual attempt to deliver since we can now check the photo they supposedly take …” another person said.

Originally published as Australia Post addresses ‘attempted delivery’ issue