If your mobile number is on your item, your missed delivery or PO Box item may be placed in a Parcel Locker.
We’ll send you a notification with an access code and instructions.
You have 2 business days to collect your item from a Parcel Locker. After that, it will be available to collect from a nearby Post Office.
If you aren’t home and there isn’t a safe place to leave your item, we’ll take it to a nearby Post Office.
To collect your item, you’ll need proof of identity. If you have a free MyPost account, you can nominate someone else to collect your item for you.
You have 10 business days to collect your item before it’s returned to sender.
You can choose an alternate Post Office to collect your missed delivery. Fill out this form to transfer your parcel within Australia. The cost for this service is $7.20.
If you’d like to enquire why your item was sent to a particular Post Office, you can report a delivery issue and we’ll look into it.
With a free MyPost account you can track your enquiry online.
For some missed deliveries, you can nominate someone else to collect a missed delivery for you. If they live at the same address, they’ll need to provide proof of that address and proof of their identity. If they have a different address, you’ll need to give that person authority to collect your item on your behalf. There are three ways to nominate someone to collect an item for you.
Note, some senders may require in-person collection by you (the addressee) only. This means authority to collect isn’t an option.
If you have the AusPost app and a MyPost account, you can choose ‘let someone collect this parcel’.
You create and share a collection authorisation image for your nominated person. They need this and proof of identity to collect your item from the Post Office.
For items not requiring your signature, you can nominate someone else to collect your parcel. The person you have authorised to collect your item must have:
If you’ve received a waiting collection card, complete the collection authorisation section.
Your nominated person can take the completed card to the Post Office. They’ll also need proof of identity.
ID requirements differ depending on how the parcel is addressed.
You will need to show one valid form of photo ID, such as:
Otherwise, you can show 2 valid forms of ID without your photo. At least one should contain your address, and details must match the name or address on the article. For example:
Please note: Only a current physical or approved digital ID will be accepted. A photo or image of your ID is not digital ID and won’t be accepted.
In most cases, you can nominate someone else to collect a parcel or letter from the Post Office for you.
If you can’t make it to the Post Office yourself, you can either:
At the Post Office counter, we’ll ask them to show proof of identity. If the item they’re collecting was sent to a Parcel Collect address or transferred from a Parcel Locker, they’ll also need to show the collection notification email or SMS we sent you. At the counter, they can show the email or SMS – forwarded by you – on their phone, or present a printout of the email.
Signature required items
In some cases, though, the sender may require that you collect and sign for the item in-person. This means you can’t authorise someone else to collect it for you. If you’re ordering something online, you should be made aware of this when placing your order.
To be more sustainable, we’re moving away from leaving cards after an attempted delivery. If you have a MyPost personal account, we’ll let you know about an attempted delivery with a digital notification instead.
Our digital collection notifications provide more accurate and useful information than the card for an attempted delivery. You can choose whether you receive notifications by email, app or SMS, by selecting your notification preferences.
To make the most of this change, add the emails you use to shop with to your MyPost account contact details. This will help us automatically match more parcels to your MyPost account.
Find out more about matching parcels to your MyPost account.
Starting 19 May 2025, the AusPost app will provide access to the attempted delivery photo our team members take when attempting delivery. We'll gradually introduce this feature over 2 weeks.
We take a photo to reassure customers that we did attempt to deliver their parcel. The photo will only be available to:
To deliver parcels to you, our team need reasonable, safe access to your property. We infer your permission to access and deliver, or attempt to deliver, and to take photos.
If you don’t want us to take attempted delivery photos
To opt-out of attempted delivery photos, call our Customer Service team on 13 76 78.
If you move to a different address, you will need to opt-out for that address as well.
Once you opt out:
Yes, if your parcel or letter is ready to be collected from a Post Office, you can have it transferred to another Post Office that's more convenient for you. This can be handy if you’re away temporarily, or you’ve changed address.
When you complete the transfer form, you'll be able to search for and select your preferred Post Office. You can pay the transfer fee of $7.20 at the Post Office when you collect your item.
Not sure why your item was taken to the Post Office it's at? You can report a delivery issue instead, asking us to waive the transfer fee.
When collecting from the Post Office, we'll ask you to show ID proving that you're either the person it's addressed to (the 'addressee'), or someone who's authorised to collect (on the addressee's behalf).
You’ll need to show one valid form of photo ID, such as:
Otherwise, you can show 2 valid forms of ID without your photo. At least one should contain your address, and details must match the name or address on the article. For example:
Please note:
