Notes and recordings within the Australian Postal system in relation to my Australia Post complaint cases 06474246, 06563380 and 06961702.
14th September 2016
Dear Australian Postal Corporation,
Due to a complaint I lodged regarding the loss of a parcel sent to me and returned to sender on via Startrack and Australia Post on consignment number 32DZ00002939 and which occurred again on consignment number 32DZ00003511 I am seeking copies of all information that has been recorded in your system, including telephone recordings of all conversations I held with representatives of your organisation.
The Australia Post case numbers were listed as above and for completion are:
Case No 06474246,
Case No 06563380, and
Case No 06961702.
It has been committed to me by various of your employees to provide me with written (emailed) information concerning the cases, but nothing has been made available to me. I have been informed that the only means of obtaining this information is through an FOI request.
I am keen to pursue the issues in relation to the above cases and one other package that was similarly returned to sender to ensure that a proper process and personal behaviour review has taken place and that the packages and mail that you contract to deliver by virtue of accepting payment will be reliably, safely and promptly delivered.
Yours faithfully,
Reg
We acknowledge receipt of your Freedom of Information (FOI) request.
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Dear foi,
Thank you for your prompt response that includes generalities and platitudes which I have been receiving from my multiple calls to the number you suggest since around mid July 2016.
It is through contacting this number that I was recommended to lodge my FOI request.
I now require you to directly address my specific request.
Yours sincerely,
Reg in Kingaroy
Good afternoon Reg,
Whilst, the Freedom of Information Act 1982 (FOI Act) gives you, the applicant a general right to access to information held by Australia Post, the request for documents must:
1. be in writing;
2. provide the applicant's contact details; and
3. state that the request made is under the FOI Act.
Enquiries in respect to the documents sought cannot commence unless your FOI request is revised to include point 3.
Further, given that a request for documents must include the applicant's contact details, it would be appreciated if you could provide me with your full name.
Please forward your revised request to [Australia Post request email].
Regards,
Anna Oliver
FOI Officer
Australia Post
[Australia Post request email]
Dear foi,
Thank you again for your response. I again respond that I am requesting the information under the freedom of information act since Australia Post has already refused to provide ne with the information unless it is formally requested under this circumstance.
Your response and all previous responses clearly demonstrate that Australia Post has not decided to readily comply with the requirements of the freedom of information act, that you intend to be obstructive in resolving disputes and that the customer is not as important as you describe in the Australia Post code of ethics.
Your code of ethics states in clause 3.2 Customer Service that for Australia Post employees '3.2.2.Unacceptable behaviour includes but is not limited to:' 'b. not taking responsibility for a customer's problem and not seeing it through to resolution' and 'd. ignoring a customer service issue and failing to escalate when appropriate'.
I assert that when I review the notes and recordings I have requested that there are multiple Australia Post employees who did not comply with the information in 3.2.2 b. and that your systems and procedures are set up to prevent willing employees from meeting the escalation requirements as described in 3.2.2.d.
I reassert under my rights to full access to the information I have requested under the freedom of information legislation.
Yours sincerely,
Reg in Kingaroy
Good afternoon Reg,
Thank you for your email.
Find attached Australia Post's acknowledgement of your request.
Regards,
Anna Oliver
Australia Post
[email address]
Good afternoon Reg,
Find attached letter for your attention.
Regards,
Anna Oliver
FOI Officer
Australia Post
[Australia Post request email]
Dear foi,
Thank you for the delay in providing your litigious response, but getting it to me anyway.
I am not interested in paying any money for information that should be readily available, but in the interests of confidentiality I don't want my details available for the general public to access with the number of twisted individuals who seek to gain profit from others.
My request was only brought about because Australia Post has its own secret and seemingly insidious process of investigating complaints that have been validated where there is no apparent outcome nor improvement of process.
As such, I can expect that the poor customer practices from Australia Post will continue to lose my packages on a regular basis and I will encounter the rude and intransigent customer service from the LPO without the opportunity for organisational learning that a true investigation into operating processes provides.
I withdraw my request for information under FOI and leave you to try and struggle with the poor business practices of your organisation.
Yours sincerely,
Reg in Kingaroy