Interparcel Complaints Policy

Purpose and Scope

Our complaints policy ensures a clear and fair process for addressing concerns, demonstrating our commitment to accountability and continuous improvement. We value your feedback and aim to resolve issues efficiently, fostering trust and maintaining strong relationships.

When managing customer complaints or dissatisfactions, we aim to create a quick, fair and consistent process that’s sensitive to the individual needs and circumstances of our customers. We use complaint information to not only put things right, but also to understand root causes, and identify errors or failures.

A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.


How do you submit a complaint?

Phone us

1300 006 031

Monday to Friday 9am – 8pm AEST

Live Chat with us

Monday - Friday 9.00 am - 8.00 pm AEST

Saturday & Sunday 9.00 am - 5.00 pm AEST

Email us

help@interparcel.com.au

Write to us

Complaints Manager

Interparcel Pty Ltd

Suite 1.02, 15 Bourke Road

Mascot, NSW, 2020


Our internal complaints process

When you make a complaint, we will:

  • acknowledge your complaint within seven business days;
  • give you a reference number and contact details so that you can follow up at any time;
  • make sure we understand and investigate the cause of your complaint;
  • respond to you as quickly as possible;
  • keep you informed of our progress at least every 10 business days if we can’t resolve your complaint straight away;
  • keep a record of your complaint; and
  • provide an outcome within a maximum of 30 calendar days.

Resolution Options

We are committed to resolving complaints promptly and fairly, offering a range of resolution options to address your concerns. These may include providing explanations, making necessary corrections, shipping credits, discounts on future shipments or implementing changes to improve our services. Our goal is to work collaboratively with you to achieve a satisfactory outcome.

While we strive to resolve complaints fairly and effectively, some resolutions may have conditions or limitations. These could include contractual, or operational constraints that affect the available options. We will always communicate these limitations clearly and work with you to explore alternative solutions where possible.

If we’re unable to provide you with an outcome within 30 days, we will:

  • inform you of the reason for the delay;
  • advise you of your right to complain to your relevant State based Civil and Administrative Tribunal; and
  • provide you with their contact details.

What we’ll ask for

We may ask you to provide relevant information to assist us with the investigation of your complaint. For example, this may include relevant emails, photos or cost invoices.


What if you’re still unhappy?

If you’re not satisfied with the outcome or handling of your complaint you may be able to lodge a complaint with your state based Independent Complaint Resolutions Body, which provides external and independent complaint resolution that’s free to consumers.


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