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Need help with Australia Post? Here’s how to get answers quickly and easily - whether you’re tracking a parcel, managing returns or just have a question.

How do I contact Australia Post? 

During eCommerce peak season or when it’s business as usual, knowing how to quickly get the Australia Post help and support you need can be crucial. Whether you’re tracking a customer’s parcel, enquiring about a return, want to recall an item or have another question, we want you to find an answer as quickly as possible.

Last year’s peak sending season set a new record, delivering almost 103 million parcels in November and December, up 3.1% from last year.¹ That works out to 2,800 parcels delivered to Australian households every minute.²

With so much activity in our network, we want to make sure our business customers can get in touch if they need us, to help keep their parcels on the move.  

Ways to get support

If you’re a MyPost Business or eParcel Contract customer, visit the Australia Post website, MyPost Business portal or Business Support Portal for help topics and contact options.

MyPost Business customers:

• Log in to your account for live chat (Mon–Fri 8am–6pm), to view support tickets or request a call-back.
• Check out how-to videos and FAQs under the ‘Support’ tab.

eParcel Contract customers:

• Log in to Business Support Portal (BSP) to manage enquiries, track, redirect or recall parcels.
• Use the built-in chatbot for quick answers.

StarTrack customers:

• Use the my StarTrack Online portal for managing parcels, bookings and tracking.
• Share the Track & Trace tool with your customers to reduce support queries.

Tracking parcels made easy using the AusPost App:

Encourage customers to download the app for a smoother delivery experience.

App users can:

• Track parcels
• Get delivery estimates
• Request safe drop³
• Add a Parcel Locker or Collection Point
• Redirect parcels in transit⁴

The AusPost app empowers shoppers to manage and track their own deliveries with ease, offering greater visibility of their parcels throughout the network.

With 82% of shoppers across all generations⁵ saying that accurate delivery tracking and updates will be important to them over the next five years, the AusPost app helps meet this growing expectation -enhancing customer satisfaction and reducing delivery-related enquiries.

Fewer support queries during peak season? That’s a win for your team and a better experience for your customers.

Ways to stay updated

The Australia Post website:

• Check for service updates and resources for managing peak season.

Newsletter:

• Subscribe to the Building Business newsletter for monthly updates.

LinkedIn and YouTube:

• Follow for news, details of any service disruptions and how-to videos.

Local Post Office:

• Visit for in-person support.

If you still have questions, reach out to our support team on the below details (Monday to Friday, excluding national public holidays).

Australia Post contact details

Business Customers:

• Call 13 11 18 (Mon–Fri 8am–6pm local time)

From Overseas:

• Call +61 3 8340 7238 (7am–6pm AEST)

StarTrack:

• Call 13 23 45

Accessibility:

• Book an interpreter or get 24-hour assistance for hearing or speech impairment via our website.

Quick tips for getting Australia Post support

• Bookmark your preferred support option for fast access during busy periods.

Encourage customers to use the AusPost app to reduce queries and improve their experience.

This article was originally published on 11 September 2023 and has been updated with new information. 

¹ Australia Post parcel data (1 November – 31 December 2024).

² Calculation based on Australia Post deliveries during the period 1 November – 31 December 2024 over 12-hour days, excluding Sundays and public holidays.

³ Terms and conditions apply. The service is only available for deliveries to an address that is accessible and to a requested delivery location where it is safe to leave parcels. Parcels that do not require a signature will be left in a place our delivery drivers deem to be safe. Learn more about having your parcel left in a safe place.

⁴ Parcel redirection is only available for parcels in transit and addressed to a street address. Additionally, the shipping information provided by the sender must include your registered email address, mobile number, or other details that allow us to match the parcel to your MyPost account. Changing your delivery address may result in a delay in delivery, depending on the location. Learn more about redirecting parcels in transit.

⁵ Trends shaping the future of eCommerce, McCrindle Research commissioned by Australia Post, January 2025