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Strategic direction

Our strategy focuses on our areas of greatest opportunity and supports our purpose of connecting communities and helping build a sustainable future for all Australians.

With over four-in-five Australian households now shopping online, and online’s share of total retail spend continuing to increase, we are working hard to increase our capability to ensure all Australian people and businesses, no matter where they live and work, can stay connected with each other and the growing world of eCommerce.

Despite non-letter products accounting for an ever-increasing share of our product mix, many, many Australians continue to rely on us providing a reliable letters service. We will also continue to provide and grow our range of trusted, in-person services through our more than 4,300 Post Offices across the country.

We want to continue to deliver unique customer experiences through building on our digital capabilities and providing greater flexibility, making it easier for everyone from older Australians and young online shoppers, to small businesses and large enterprises, to do business with us.

As our business continues to transform, our future delivery network will be designed to meet the needs of our future customers. We will provide a more reliable service, more comprehensive and transparent tracking, and improve the customer experience by offering more delivery options.

We will also continue our focus on the long-term sustainability of Australia Post, driving operational efficiencies where we can to ensure we can continue to serve our customers and communities well into the future.

Our strategic priorities for 2021/22 are:

  • Enable eCommerce growth
  • Support communities with access to services
  • Invest in customer experience
  • Build our network of the future
  • Uplift our leadership culture and capabilities
  • Drive productivity and efficiency