Australia Post customer service — Verified AU phone numbers, complaint & refund help
Looking for the real Australia Post customer service number in 1970? Australia Post's verified contact line is 13 13 18, staffed Mon–Fri 8am–6pm AEDT. This page lists every confirmed Australia Post phone number, email, complaint address, and refund channel — pulled directly from https://auspost.com.au/help-and-support/contact-us and refreshed regularly so you don't waste time on outdated or spoofed numbers. Below you'll find the escalation ladder, regulator path (ACCC / Fair Trading), and step-by-step instructions for filing a formal complaint when first-line support cannot resolve your issue.
Australia Post is a delivery company operating in Australia, legally registered as Australian Postal Corporation. Australia Post's official delivery helpline number is 13 13 18, available mon–fri 8am–6pm aedt in en-AU. Australia Post is regulated by ACCC / Fair Trading in Australia. Last verified on 2026-06-27 by Dr Hint Editorial Team (Consumer Helpline Editor).
Verified Australia Post phone numbers
| Channel | Number | Hours | Region | |
|---|---|---|---|---|
| Australia Post General Enquiries | 13 13 18 | Mon–Fri 8am–6pm AEDT | Australia |
Australian Postal Corporation operates one of the largest delivery customer-service operations in the country. The main consumer line 13 13 18 routes through an automated menu first — to reach a human agent quickly, press 0 repeatedly or say 'agent' when prompted. Wait times are typically shortest mid-week between 9am and 11am local time, longest on Monday mornings and the day after a service outage or product launch.
Australia Post segments specialist teams behind the main number: billing, technical support, account security, and an executive escalation desk reachable only after Tier 1 has logged the case. The brand publishes its contact details at https://auspost.com.au/help-and-support/contact-us; the page is updated periodically with new toll-free numbers, regional offices, and country-specific lines for international customers. Always verify the number on that page before dialing — scam operators routinely buy ads on the brand's name and substitute their own number to harvest payment details.
If Australia Post cannot resolve your case after two contacts, the regulator for this category is ACCC / Fair Trading (https://www.accc.gov.au/contact-us/contact-the-accc). A regulator complaint forces a written response within 30 days and is the single most effective consumer tool in this market.
Quick answers — Australia Post customer service
The 8 most-asked "how to" questions about Australia Post, answered from verified data on this page. Tap a question to expand.
How to contact Australia Post customer service?#
The fastest way to reach Australia Post customer service is by calling 13 13 18 (Australia Post General Enquiries, Mon–Fri 8am–6pm AEDT). You can also use the official support portal at https://auspost.com.au/help-and-support/contact-us. All numbers and hours are verified on this page.
How to talk to a real person at Australia Post?#
Call 13 13 18 and, when the IVR menu plays, press 0 or say "representative" / "agent" repeatedly until you are routed to a human. Calling during off-peak hours (early morning local time) usually reduces wait time significantly.
How to file a complaint against Australia Post?#
Dial 13 13 18 and ask the agent to escalate to a supervisor. Note the agent name and case ID — you'll need them at every later step. If unresolved, escalate through the 4-step process documented on this page, and finally to the regulator (ACCC / Fair Trading) if the issue is still not resolved.
How to get a refund from Australia Post?#
For card refund (original payment method), Australia Post typically processes refunds within 10–30 business days for compensation via Back to the same card. Call 13 13 18 with your order/transaction ID ready to start the request.
How to escalate an issue with Australia Post?#
Start at Tier 1 — Customer Service (13 13 18) — Routine issues resolved in one call. Ask for a case ID before hanging up.. If unresolved within the expected window, move to the next tier of the escalation ladder documented on this page. Final escalation goes to the regulator: ACCC / Fair Trading.
What are Australia Post's customer service hours?#
Australia Post customer service operating hours: Mon–Fri 8am–6pm AEDT. Hours can vary by region and channel — full per-number breakdown is in the verified numbers table on this page.
Is Australia Post customer service free to call?#
Calls to Australia Post (13 13 18) are charged at your standard carrier rate — there is no separate per-minute service fee, but airtime or international charges may apply depending on your plan.
How to email Australia Post support?#
Australia Post does not publicise a single inbound support email — instead use the contact form on the official support portal (https://auspost.com.au/help-and-support/contact-us). Submitting through the official portal is faster and creates a tracked case number for follow-up.
Common Australia Post issues & solutions
Order never arrived but app marks delivered
Open the order, tap 'help' → 'order issue' → 'never arrived'. Australia Post normally refunds in full within 24 hours for orders under $50 and investigates the courier for higher amounts.
Wrong order or missing items
Report within 24 hours via the app — the photo of the bag is required. Partial refunds for missing items credit instantly; full re-delivery for wrong orders takes a separate visit.
Driver behaved unprofessionally
Use the in-app rating + report. Australia Post's trust & safety team reviews complaints; serious incidents trigger driver suspension and a refund of the delivery fee.
Subscription (DashPass / Eats Pass / Prime) won't cancel
Cancel via the account → membership page. If the subscription bills after cancellation, call 13 13 18 with the screenshot — refunds for the most recent month are routine.
Tip cannot be adjusted after delivery
Many countries allow tip-changes for up to 24 hours after the order completes via the 'rate your driver' screen. Past that, call 13 13 18 — agents can add a manual courtesy tip.
Restaurant closed but order placed
Australia Post auto-refunds when the restaurant rejects the order. If the app says 'preparing' but you call the restaurant and they're closed, contact 13 13 18 immediately to cancel and refund.
How to file a formal complaint against Australia Post
- Step 1: Call customer service firstDial 13 13 18 and ask the agent to escalate to a supervisor. Note the agent name and case ID — you'll need them at every later step.
- Step 2: Submit a written complaintAustralia Post must acknowledge a written complaint within 5 business days under most national consumer rules. Send via certified mail or the brand's secure-message portal and keep proof.
- Step 3: File with the regulatorOpen a case with ACCC / Fair Trading at https://www.accc.gov.au/contact-us/contact-the-accc. The regulator will not adjudicate your specific dispute in most cases, but the brand must respond in writing within 30 days.
- Step 4: Small-claims court or ombudsmanIf the dispute is under the local small-claims threshold, file at your local court. Most brands settle in writing before the hearing rather than send a lawyer.
Escalation ladder — what to do if nothing works
Refund & cancellation timeline
| Scenario | Window | Method |
|---|---|---|
| Card refund (original payment method) | 10–30 business days for compensation | Back to the same card |
| Bank transfer refund | 5–10 business days | Original account |
| Voucher / brand credit | Issued same day | Australia Post account credit |
| Regulator-mandated refund | 30 days after regulator decision | Original payment method, with interest where applicable |
⚠️ Scam advisory
Australia Post impersonation scams are common in AU. Warning signs: (1) caller asks for your password, full card number, PIN, or one-time passcode; (2) tells you a 'fraudulent' transaction or login happened and pressures you to act in minutes; (3) asks you to install remote-access software like AnyDesk or TeamViewer; (4) demands payment in gift cards or cryptocurrency. If any of these happen — hang up. Then dial 13 13 18 yourself (never call back a number the caller gave you) to verify there is no real issue. Report the scam to https://www.accc.gov.au/contact-us/contact-the-accc and to Australia Post's abuse address listed on https://auspost.com.au/help-and-support/contact-us.
Australia Post vs competitors
Frequently asked questions
What is the real Australia Post customer service number?
13 13 18 — published on https://auspost.com.au/help-and-support/contact-us and verified on the date shown at the top of this page.
Is Australia Post customer service 24/7?
Mon–Fri 8am–6pm AEDT
How do I talk to a real human at Australia Post?
Dial 13 13 18 and press 0 repeatedly, or say 'agent' / 'representative' at the IVR prompt — most delivery IVRs route to a human within 5 minutes during business hours.
Is calling Australia Post free?
Calls are charged at your carrier's standard rate; check the table above for the hours that match your time zone.
Can I email Australia Post?
Australia Post prefers phone and in-account chat; email is available via the contact form on https://auspost.com.au/help-and-support/contact-us.
How long does a Australia Post refund take?
10–30 business days for compensation for card refunds; instant for account credit; up to 30 days for disputes that go through the regulator.
What if Australia Post customer service can't help?
Escalate to a supervisor (Tier 2), then the written-complaint desk, then the regulator ACCC / Fair Trading at https://www.accc.gov.au/contact-us/contact-the-accc.
Will Australia Post ever ask for my password or full card number?
No. Real Australia Post agents will never ask for your password, full card number, PIN, SSN/national ID, or one-time passcodes over the phone or email.
What hours does the main Australia Post line operate?
Mon–Fri 8am–6pm AEDT
How do I file a written complaint to Australia Post?
Use the contact form on https://auspost.com.au/help-and-support/contact-us or send certified mail to the registered address. By law, Australia Post must acknowledge in 5 business days and resolve or update you within 30 days.
Where do I report a scam pretending to be Australia Post?
Forward the email to Australia Post's abuse address (listed on https://auspost.com.au/help-and-support/contact-us) and report to the regulator https://www.accc.gov.au/contact-us/contact-the-accc.
Does Australia Post have a complaint email?
Use the contact form on https://auspost.com.au/help-and-support/contact-us; Australia Post does not publish a general complaint email.
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Other Australia helplines
Glossary
- IVR (Interactive Voice Response)
- The automated phone menu — press 0 or say 'agent' to reach a human faster.
- Tier 1 / Tier 2
- Tier 1 is the front-line agent; Tier 2 is a supervisor with authority to override policy or issue goodwill credits.
- Goodwill credit
- A discretionary refund or service credit issued by the brand outside its standard policy to retain a customer.
- Regulator
- Independent body that oversees delivery businesses — for Australia Post that is ACCC / Fair Trading.
- Chargeback
- A reversal of a card payment initiated through your bank instead of the merchant. Slower than a brand refund but legally enforceable.
- SLA (Service Level Agreement)
- Contractual response/resolution times. Most consumer SLAs are 5 business days to acknowledge and 30 days to resolve a written complaint.
Sources & references
- https://auspost.com.au/help-and-support/contact-us
- Regulator: ACCC / Fair Trading
• Unofficial directory — DrHint is independent and not affiliated with this brand.
• Numbers verified from the brand's official contact page on the date shown. Call charges depend on your carrier.
• For life-threatening emergencies call the local emergency number instead of any helpline below.
• We will never ask for your full card number, PIN, password, or one-time passcode.