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Better customer experiences

We are purposefully transforming our business so that we are offering a customer experience that is convenient and meaningful for everyone, no matter how they choose to interact with Australia Post. For some, this may involve next day delivery, SMS notifications, using our 24/7 parcel lockers or the Australia Post app. But, for others, it may involve a chat at the counter to get help with a transaction or a solution for their business.

Improvements in our parcel scanning technology have underpinned the improved experience we have been able to deliver to customers this year, providing greater visibility so they can track the progress of their deliveries.

Our digital capability also gives us flexibility to transact with people waiting in a queue or take our technology offsite to mobile offices and events. So we now have the ability to take transactions to our customers, rather than being reliant on them coming to us.