After I moved house I patiently awaited my mail redirection to kick in.... a week went by, two weeks... by the third week I realised something was wrong. Not a single piece of redirected mail had been received and I started getting emails and calls from people saying my mail had been returned.
I contacted Australia Post via email and the customer service team responded within a couple of days, asking for more details. The email exchange when back and forth and (I won't bore you with the details) and in the end I was told to fill out a form and go in to a store to lodge it.
I visited the new business centre on Elizabeth Street. These guys are open Monday to Saturday and after hours you can still post things and pick up parcels - a winner when you work funny hours and can't get to the post office.
I ended up being in store for 45 minutes and if it weren't for Eileen I may have thrown a tantrum. Eileen was the customer service representative who helped me. I explained my issue, gave her my forms and all the reference numbers I had. We looked together at the email exchange, my original receipt for mail redirection and she asked a lot of questions to get to the bottom of what had happened. She was as confused as I was and then proceeded to spend 25 minutes on the phone to the Australia Post call centre to get to find out exactly what needed to happen so I could be assured of my mail being delivered.
It seems that I had landed myself in one of the most complicated mail redirection scenarios ever (apparently something to do with moving from big CBD apartment buildings where the building numbers aren't REALLY the number represented in the sorting system) but Eileen remained calm and patiently worked through the issue and asked enough questions of the person on the end of the phone to make sure we had everything in place.
It's not common to find great customer service anymore but I was super impressed with the service I received from Eileen. 5 stars. read more