COVID-19 Coronavirus

Updated: 12th January, 10:54am

Following developments regarding the recent COVID-19 outbreak, delivery networks have been experiencing delays to a number of destinations. Actions taken by countries to lockdown borders and reduce movement of people is set to affect transit times and delivery options.

Domestic Service Impacts:

As a result of the recent widespread impact of Omicron, our courier partners are experiencing higher than normal parcel volumes as well as significant disruptions to their delivery services.

In line with state regulations and public health orders, a significant number of people are in self-isolation causing delays to pickup and delivery services across the network due to driver shortages, temporary depot closures and/or depots operating with reduced staff.

Our customer service team is here to help however, we are also operating at a reduced staff capacity. We're doing our best to respond to all queries as soon as possible and will continue to post updates as they become available.

Here are some key points to remember:

• Due to significant increase in demand across all couriers and constraint on networks the speed and ability to deliver has been impacted. Please plan for service impacts on collection and delivery.
• Please add 3 business days to your estimated transit time prior to lodging any late delivery queries with our service team. Shipments sent via Hunter Express and Allied, add 4-6 business days to standard transit time.
• We have seen increase in failed parcel collection. Please contact us to rebook your parcel collection should it not be collected on the scheduled day.
• We will be suspending Express service downgrade credits for our 9:00 Express, 10:00 Express, 12:00 Express and Overnight Express TNT Domestic services. This is due to reduction in domestic flight capacity
• Service delays expected to shipments addressed to agent/remote areas where Australia Post is contracted

Procedure for Delivery of a Signature Required Parcel:

1) Driver will knock on the door as usual and step back two metres (or as far back as safe)

2) They will wait for the occupant to come to the door and greet them as usual

3) They will then ask for the recipient's name, sign the scanner with 'ATL' and leave the parcel in a sensible place for the customer to pick up once they leave

4a) If no one comes to the door and the franchisee considers the location a safe drop, the standard ATL process will be followed

4b) If no one comes to the door and the franchisee does not consider the location a safe drop, they will follow the standard failed delivery card process

Procedure for Delivery of a Non-Signature Required (ATL) Parcel:

1) Driver will knock on the door as usual and step back two metres (or as far back as safe)

2) They will wait for the occupant to come to the door and greet them as usual

3a) If no one comes to the door and the franchisee considers the location a safe drop, the standard ATL process will be followed

3b) If no one comes to the door and the franchisee does not consider the location a safe drop, they will follow the standard failed delivery card process.

International Service Impacts:

• Please allow an additional 3-4 business days on top of the displayed transit times for all International Express orders.
• We will be suspending service downgrade credits on all international Express services due to work and travel restrictions
• DHL eCommerce shipments are experiencing up to 15-21 Business day delay on top of the originally quoted transit time. We suggest using the UPS Express Saver service for urgent international shipments.
• Our couriers will only seek verbal confirmation of delivery and where signature is required, may request to view government-issued identification for proof of age upon delivery

If you have any questions please don't hesitate to contact us via email at help@interparcel.com.au or call 1300 006 031 within office hours.
We will respond as quickly as we can.

This is a very difficult time for everyone and we are very grateful for the understanding and support of the Interparcel community. During this period, we will be closely monitoring the situation as it develops and will keep everyone updated.