Aus Post seeks to reinvent itself following backlash

Australia Post is investing in a raft of new technology and expanding its services as it faces pressure from falling profits and increasing customer complaints. Printers in particular have been up in arms about its recent price increases, as they are reliant on the postal service to deliver work for clients. Australia Post chief executive Ahmed Fahour admits ‘Uber-like’ companies such as People Post are a threat to its parcel business, and in February it acquired a 70 per cent share in courier company Mailplus.

Aus Post is facing daily online complaints over service and pricing

Aus Post is facing daily online complaints over service and pricing

On top of this, Australia Post has just announced a partnership with China’s global online giant, Alibaba, to enable local business trade with China. It is also looking to expand its identity services by exploring blockchain technology, which stores digital identity. These new measures come as the postal service faces increasing customer backlash. Its Facebook page is now being flooded daily by complaints over service and price. One post from a disgruntled customer reads, “Seriously annoyed with Aus Post. I post out many standard sized envelopes a week and the amount of people who do not receive their item is a joke. “You now charge more to post yet seems the ability to deliver is getting worse. Well I would like a refund for all my wasted stamp fees and lost products.” The latest annual report from the Postal Industry Ombudsman reveals complaints about Australia Post have almost tripled since 2008. It notes, “In 2014-15 we received 5613 complaints about Australia Post, which was a 38 per cent increase on the previous financial year.” Its half-year results announcement in February revealed a slump in profits by 84 per cent to $16m.  

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