Digital Parcel Collection Message from Australia Post
Dear Customers of Australia Post,
We're starting to remove handwritten 'sorry we missed you' cards – a change aimed to provide a better customer experience, reduce paper waste, and improve efficiency and convenience.
From 26 June, parcel receivers who have registered with MyPost will be updated about their parcel with digital notifications*. If we've attempted delivery but no one was home, we'll let these customers know via email, the Australia Post app, or by SMS.
Customers receiving parcels can customise how they receive notifications from us within their notification preferences, so they receive the information in the way that suits them best.
Why are we making this change?
Our MyPost customers already receive digital notifications from us, which are more accurate and timely than our physical cards. Changing to digital notifications will remove duplication and potential for confusion between the details on the physical card, and the updated notification on their app or email.
These customers will receive notification of attempted delivery with details of where to collect their item, when the item is available for collection – ensuring their item is ready for them when they arrive. This change will reduce paper usage as part of our ongoing commitment to sustainability, which we know is also a focus for the vast majority of our customers. We'll also be able to improve the speed and efficiency of our deliveries, allowing us to deliver more items each day for your customers.
Help your customers understand this change
All MyPost receivers will be told about this change, but you can help them understand this new process by:
Where consent has been given, include the customer's mobile number and email address when you create your parcel in MyPost Business or eParcel so we're able to easily match the parcel to its recipient. Without this it makes it harder for us to match the parcel to their MyPost account.
Update any of your communications to your customers that mention attempted delivery. For example:
"If you're not at home, Australia Post will notify you via the AusPost app, email, or SMS*. If your parcel has not been successfully matched to your MyPost account, Australia Post will leave a card."
This change will only involve customers with a MyPost account for now and only parcels manifested through Parcel Send, eParcel or MyPost Business that we can match to that account. You can find more details about this change on our website, or reach out to us to answer any questions you may have. Contact your account manager, or our customer support team on 13 13 18.
As always, thank you for being an Australia Post customer.
Executive General Manager
Parcel, Post & eCommerce Services