067/06
10 July 2006

Ombudsman to Protect Mail Users

The Minister for Communications, Information Technology and the Arts, Senator Helen Coonan, today launched the office of the Postal Industry Ombudsman (PIO) in Sydney.

“We already have one of the best postal systems in the world and I am very pleased to be able to launch a dedicated Ombudsman for the industry,” Senator Coonan said.

“The Postal Industry Ombudsman will be a recognisable, dedicated, experienced and independent entity to help maintain high standards in our postal system and ensure it meets the future needs of consumers,” Senator Coonan said.

The PIO will be able to investigate and act on complaints about the delivery of postal services by Australia Post and any private postal operators who register to be part of the scheme.

After extensive consultation, the Government decided the PIO was best established as a separate office within the Office of the Commonwealth Ombudsman.

“A dedicated office within the Commonwealth Ombudsman’s Office brings the same benefits as a high profile and independent body like the Telecommunications Industry Ombudsman, in an efficient manner,” Senator Coonan said.

“There is also significant benefit in drawing on the Commonwealth Ombudsman’s existing expertise in dealing with complaints about postal services.

Consistent with the Government’s election commitment, the costs of the PIO scheme will be recouped from Australia Post and any other postal service providers who register. Cost recovery will be based on the costs incurred by the PIO in investigating complaints.

The PIO scheme will become operational later this year.

Private postal service operators who choose not to join the scheme will still be subject to state and territory consumer protection legislation, with consumer complaints handled by the relevant state or territory Office of Fair Trading.