We’ve all been there: you place your order online, eagerly await your package, and then—nothing. The delivery gets delayed, the courier says they “attempted” delivery when you know they didn’t, or worse, your package goes missing entirely. As online shopping booms in Australia, more and more people are finding themselves tangled in the web of poor courier service. So, what can you do when your delivery goes wrong?
The Woes of Online Shopping Deliveries
Australia Post reports a record $69 billion spent on online shopping last year—an incredible figure that reflects how much we rely on the convenience of ordering products from home. But with this convenience comes frustration. Many people have faced issues like couriers not following through on promised delivery times, not leaving proper notices, or sometimes even giving you confusing or contradictory information about things like import duties.
One thing that’s especially annoying? When couriers claim they’ve made an attempt to deliver when you’ve been home all day. It’s one of those situations where, if you had a dollar for every time you’ve gotten the “we tried to deliver” notice but knew it was false, you’d probably be able to buy a whole new wardrobe. And of course, after that comes the endless phone calls, waiting on hold for what feels like hours, and the frustration of being told to contact the retailer, not the courier. So, what’s the deal? Who’s responsible for these mistakes?
Retailers Are Ultimately Responsible for Delivery
Under Australian consumer law, retailers are the ones who are responsible for delivering the products you’ve purchased, even if it’s the courier’s fault. This can be a bit of a headache, especially when the retailer passes the buck back to the courier company. But legally speaking, it’s up to the retailer to ensure the goods arrive within a reasonable timeframe. If they fail to do so, even if the issue lies with the courier, the retailer is obligated to sort it out.
But what exactly constitutes a “reasonable” timeframe? Well, it’s what most people would consider fair under the circumstances. The ACCC (Australian Competition and Consumer Commission) suggests that if something doesn’t arrive on time or as promised, the retailer must offer a remedy, whether that’s a refund or replacement, reports The Guardian. Of course, if the retailer hasn’t had enough complaints about a particular courier, it can be a challenge to convince them to take action.
What Can You Do About It?
First, start by contacting the retailer. Report the issue and provide as much evidence as possible. Whether it’s a missed delivery or a failure to leave a notice, the retailer needs to know what’s going wrong. If your complaint gets ignored, you can escalate it. If it involves Australia Post or StarTrack, you can lodge a complaint with the Commonwealth Ombudsman. For other couriers, the consumer protection authority in your state can provide guidance.
If you’re not getting anywhere, take it further by contacting the ACCC. While they may not investigate individual complaints, they could look into broader, systemic issues with certain couriers based on patterns of complaints. This could eventually push them to hold courier companies accountable.
Online Shopping: Is It Worth the Hassle?
While online shopping offers convenience, it also has its pitfalls. Let’s be honest, the whole experience can sometimes feel like a game of patience, filled with frustrating moments of waiting and chasing down lost deliveries. And, in the end, some people find themselves asking: is it even worth it? Maybe next time, it’ll be better to head to a physical store, where at least you can walk away with your item in hand. Sure, it’s a bit more of an effort, but at least you won’t be left waiting on hold for hours or wondering where your package went.
It’s clear that the landscape of online shopping and deliveries is changing fast, but as of now, it’s still not perfect. So, what’s the key takeaway? Keep your receipts, track your orders, and don’t be afraid to stand up for your rights as a consumer. If couriers aren’t doing their job properly, hold them accountable—and don’t let anyone pass the blame back to you.
