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I really hope this is the year AusPost goes bankrupt, so we can get private postal services in
I run an online toy and game store. If you think Australia Post are bad, try dealing with some of the private courier companies. AP has its issues but they are generally the best of a bad bunch.
The main problem I find is with the delivery of parcels I send out. Nowadays most of the parcel delivery drivers are contractors who get paid per delivery - an item that they card for collection at a post office does not count. If a delivery address is out of their way they often don't even bother to try to deliver it or don't spend the few seconds it takes to write a "sorry we missed you card".
- have items addressed to your work address (admittedly not always an option) or someone you know will be home.
- if an item arrives damaged take a photo of it in the letter box, or better still video the process of getting it from your letter box all the way through opening it.
- take the item and video to an Australia Post shop (not a AP sales agent like many local post offices are nowadays) and kick up a stink (in a polite but firm way).
- use the Ombudsman as suggested above
- ringing AP over the phone is a process guaranteed to drive you mad. It seems they have internal rules that dictate you must be transferred to at least three different areas whenever you call. I push over $50k of business to them each year and I still get a runaround whenever I have an issue.
If you purchase using Paypal (unfortunately not an option with Paizo), immediately raise a dispute with Paypal and email the sender for a replacement. Include lots of photos to both parties. Paypal invariably refund your money and it is up to the seller to provide it was sent properly.