Stamping Down on Postal Industry Complaints
13 October 2003 at 1:10 pm
Australians dissatisfied with postal services will be able to take their complaints to a dedicated, independent body under reforms to the postal industry announced recently.
Consumers are not currently able to take their complaints on the delivery of postal services to a recognisable, dedicated and independent entity.
The establishment of the Postal Industry Ombudsman will set up a high-profile office to investigate postal complaints relating to Australia Post and other industry operators who opt in to the scheme.
The dedicated Postal Industry Ombudsman will be set up within the independent Office of the Commonwealth Ombudsman, who already investigates complaints about Australia Post’s delivery of postal services.
The Federal Government says this system will ensure a balance is struck between protecting the rights of consumers and the cost and complexity of administering the scheme.
However the Government claims the establishment of a new industry-based scheme was judged unjustified given the relatively low level of complaint against the postal industry.
The additional costs of administering the Postal Industry Ombudsman scheme will be recovered from Australia Post and other industry participants.
Postal operators who do not wish to use the Postal Industry Ombudsman scheme will still be covered by existing State and Territory consumer protection legislation, and complaints about these operators can continue to be referred to the State and Territory Offices of Fair Trading.
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