Our customers

[Music plays]

Australia Post Graphic appears

Female voiceover: If we are to create experiences that our customers love, we need to put the customer at the centre of everything we do.

Animated Aus Post parcels, map, post office and tablet spinning, female customer slides into centre

This means creating experiences that delight our customers, listening to our customers and taking action based on their feedback.

Graphic of ‘delighting our customers’

Animated male customer holding parcel talking to male Aus Post employee

Delivering parcels safely to our customers, the first time, is one of our top priorities.

Animated happy female customer holding parcel

So, to ensure we give our customers the best experience possible, it’s important to follow a few simple steps.

Animated list of guidelines

When you deliver a parcel, before entering the property, check to see that it is safe to do so.

Animated van and postie arriving at house

Are there any obvious hazards such as dogs?

[Dog barking]

Animated male Aus Post employee standing outside house with parcels, thinking about dog

And if the gate is shut, check to see if it is locked.

[Gate rattling]

Animated male Aus Post employee slides over to gate, thinking about lock

If it’s unsafe, do not enter the property and card the article for collection at the nearest post office.

Animated hand sliding cards into mailbox

Advise your team leader or manager of the difficulty that you faced so the customer can then be contacted.

Animated split screen of male Aus Post employee contacting male manager in regards to dog, then manager contacting female customer

If it's safe, you can proceed with delivering the parcel.

Animated male Aus Post employee pushes parcel up to gate

It’s critical that you give customers every opportunity to hear you and answer the door.

Animated Postie holding parcel at door

Knock

[Knocking sound]

and call out, wait 10 seconds and then try again two more times.

Animated Postie knocking at door then calling out ‘Australia Post’, then waiting 10 seconds, then calling out again

If the customer answers the door, scan the item and follow the instructions on the screen.

[Scanner beep]

Animated Postie standing outside door hearing customer calling out ‘Coming’

Animated scanner scanning parcel

About 70% of customers are at home to receive their parcel.

Animated hand passing over parcel to customer’s hand, with graphic

What do you do if no one is home?

Animated confused Postie scratching head

If no one is home and the parcel doesn’t have any delivery instructions, your scanner may provide options for what to do.

If the parcel doesn’t need a signature, make an assessment if it’s safe to leave it and if so, select safedrop.

If it’s a signature item and if Authority to Leave is allowed, make the same assessment. 

For all parcels, ask yourself is there a safe place to leave the parcel out of sight from the street, not exposed to weather damage or interference by pets?

Most apartments are typically not suitable for parcels with authority to leave.

Animated scanner presenting options

Animated parcel on street with a ‘x’, then next to a dog with a ‘x’, then next to an apartment with a ‘x’

Leave the parcel in a safe location that is not visible from the street or in public view.

Animated parcel sitting behind pot plants with a ‘tick’, then behind a car with a ‘tick’, then behind a fence with a ‘tick’

The scanner or label may give you further instructions on where to leave it.

Use your good judgement to decide if it’s safe.

Animated scanner presenting instructions

Animated ‘tick’ and ‘x’ appear next to scanner

On the scanner, after you have selected “Customer not present”, a customer safe drop request may appear.

Taking note of any customer instructions, action this request by selecting ‘Yes, I did this’ or indicate the reason for not being able to safe drop.

Animated scanner screen selecting ‘customer not present’ from drop-down list

Animated scanner screen selecting ‘Yes I did this’ from

Using your scanner, take a photo of where you’ve left the parcel [camera shutter sound] and make sure that there are no people, number plates or other personal information visible in the photo.

Animated scanner locating parcel sitting next to pot plants, with an animated ‘tick’, then a person appears with a ‘x’ next to a car with a ‘x’, then zooming in on the parcel details with a ‘x’

Complete a Safe Drop card to let the customer know where you have left the parcel.

Animated safe drop card with pen writing in parcel location

Place the Safe Drop card under the customer’s door.

Animated safe drop card sliding under door where female postie is standing

Remember to refer to the Safe Drop Guidelines in the Drivers Reference Manual to help you decide if the location is safe – not visible from the street, not exposed to weather damage and not at risk of interference by pets.

Animated reference manual sliding into hands of female Aus Post employee next to a ‘tick and a ‘x’

Animated parcel next to street with a ‘x’, then with raindrops above, then next to a dog

If there’s no safe place or the scanner instructions say that you can’t leave the parcel unattended, then leave the “You have a parcel” or ‘You have mail’ card under the door.

Animated scanner screen with warning sign

Animated parcel card sliding under door where female postie is waiting

Follow the instructions on the scanner and take the parcel to a nearby post office.

Animated scanner

Animated postie arriving at post office, followed by StarTrack van

You can help delight our customers and make their parcel delivery experience a great one.

 Animated male customer smiling holding parcel

Animated happy female customer holding parcel

Remember, your first job is to try to get the parcel into the customer’s hands on the first attempt.

Knock, [knocking sound] ring [doorbell ringing] and call out 3 times when delivering a parcel.

Animated male customer holding parcel

Animated postie standing outside door, knocking, calling out ‘Australia Post’

We are all here to create positive experiences that delight our customers, and you can play your part through the safe delivery of our customers’ parcels.

Animated line of different Aus Post employees and customers standing either side of each other

[Music ends]

Australia Post logo appears

The photo is really important for tworeasons.

There’s a few common, simple causes of this:

If the photo only shows the parcel, close up, without the surrounding area, the agent cannot describe the location to the customer.

Similarly, the agent will be unable to assist the customer’s query if the photo is blurry or too dark.

After you have attempted delivery and the customer has not answered the door, the scanner will show that there has been a safe drop request from the customer.

Select “yes, I did this”.

Animated postie knocking on door

Aus Post postie knocking on door, calling out ‘Australia Post’ and filling out safe drop on scanner

Make sure you check your surroundings and keep yourself safe.

Photos should only show buildings and objects including the Safe Drop article.

It’s also just as important to follow the instructions on the scanner, even if they conflict with what’s on the label.

Remember: the scanner will direct you.