Independent Schools Victoria Registered Training Organisation

BSBINM202A Handle Mail Unit 3 of 12

BSBINM202A (V2)

Independent Schools Victoria, 2012

Contents
Teacher or Workplace Mapped Observation Checklist .......................................................... 1 Student Checklist .................................................................................................................. 2 General Information .............................................................................................................. 3 1. Knowledge ........................................................................................................................ 5 1.1 Knowledge Revision .................................................................................................... 7 1.2 Range of Mail .............................................................................................................. 8 2. Privacy and Confidentiality .............................................................................................. 10 3. Working with Mail ............................................................................................................ 12 4. Incoming Mail .................................................................................................................. 13 4.1 Handling Incoming School Postal Mail....................................................................... 15 4.2 Handle Incoming School Email .................................................................................. 20 5. Outgoing mail .................................................................................................................. 21 5.1 Handling Outgoing School Postal Mail....................................................................... 22 5.2 Handling Outgoing School Email ............................................................................... 26 6. Mail Register ................................................................................................................... 27 Submitting Work for this Unit ............................................................................................... 28

Independent Schools Victoria 2012 This work is copyright. Apart from any use as permitted under the Copyright Act 1968 no part may be reproduced by any process without prior permission from Independent Schools Victoria. Requests and enquiries concerning the reproduction and rights should be addressed by email to: equiries@independentschools.vic.edu.au Every effort has been made to ensure that this publication is free from error and/or omission at the date of printing. The authors, publishers and any person involved in the preparation of this workbook take no responsibility for loss occasioned to any person or organisation acting or refraining from action as a result of information contained in this publication.

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Teacher or Workplace Mapped Observation Checklist

Name of Student: ________________________________________________________ BSBINM202A Handle Mail Element Question (please tick suitable response) 1.1 Can the student check and register incoming mail as per guidelines? 1.2, 1.3, Does the student know titles & locations of personnel, and 1.4 how to distribute their mail efficiently? 2.1 Is the student able to sort, identify and deal with damaged and suspicious articles effectively? 2.2, 2.3 Can the student prepare outgoing mail correctly within given timelines? 3.1, 3.2 Is the student able to identify and select correct mailing options, selecting urgent delivery and carrier options? 3.3 Is the student able to organize emergency mail and complete follow-ups?

Yes

No

As this students teacher and supervisor, I agree that he/she has demonstrated the above skills and knowledge during a work placement or in a simulated workplace. Where a No has been indicated, the student will be given further training to achieve competency. My responses give a true, valid and fair evaluation of the student.

C / NYC

Date:

If additional tasks were completed, please re-assess student.

C / NYC

Date:

Teacher/Supervisor: Name___________ Signature: ____________________

___

________ Date:

___ Contact if required: _______________

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Student Checklist
Have you completed the following? Tick the list as you complete each task. Have your teacher sign page one when you have completed the work.

Task 1 Task 2 Task 3 Task 4 Task 5 Task 6A Task 6B Task 6C Task 7 Task 8 Task 9 Task 10 Task 11 Task 12 Task 13 Task 14 Task 15 Task 16

Identify postal site and response Online task and response Find geographical data Match symbols to terms Evaluations and opinions Definitions and discussion Case study Online task Analysis Complete table Information search and response Data on school personnel Sorting mail simulation Incoming mail Online link and print Scenarios Out emails and observation Mail register

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General Information
As with all VET units, you will need to build your knowledge and skills to achieve this unit. For this reason, the first part gives you some theory and generic workplace information, some revision from the first two units, and then gives you a range of tasks to ensure you also develop the skills necessary to handle mail. Australia developed its postal service from the British version known as the Royal Mail. Historically, it was known as the GPO (General Post Office) and included the Royal Mail delivery and was owned by the British government, although its ownership has recently changed, dividing the post office services from the mail deliveries.

Task Check the site of Australia Post and answer the following questions. http://auspost.com.au/index.html

i) They recently celebrated the anniversary of their commencement in Australia. How many years was it? __________________________________________________________________ ii) If you wanted to apply for a job at Australia Post, there are four levels and types of jobs available. What are they? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ __________________________________________________________________

iii) The site has links to the Customer Service Charter, Freedom of Information and Community Service Obligations. Print these pages and keep them in your portfolio as they may prove useful if you every have problems with the postal service, and they are excellent examples of the kind of statements you need to know for all VET units such as Codes of Practice, Customer Service etc.

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iv) Check this link and describe how it relates to handling mail. www.pio.gov.au/

Task 2 In former times, people relied on Australia Post to receive a delivery of mail to their home or business, or had a box at the post office from which they could collect mail at any time of day or night, or had a special delivery arranged for rural areas. Because Australia covers such a large expanse and has many country areas with few inhabitants, the mail system had to cope with these problems, and did so by setting up RMBs. See Article 1 located at the end of this Handle Mail workbook, which will assist with the following questions. If ever you live in a country area, you will need this information. i) What is an RMB? (This acronym also refers to the Chinese currency Renminbi or Yuan).

ii) What is an RRN?

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1. Knowledge
To handle posted mail, you need to have some knowledge of the geography of Australia to understand its postcodes.

Task 3 i) Label each state or territory.

ii) Postcodes are published in a booklet available from Australia Post and are in the back of some volumes of telephone directories. They can also be found online at: http://auspost.com.au/apps/postcode.html www.postcodes-australia.com/ Find out the postcode for your school, your home, Melbourne CBD and Melbourne post boxes. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

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iii) Each state has a specific number indicating its postcode location. On the map below, draw in the states and label them. Find out the number which indicates each states postcode.

iv) If Australia has postcodes, what similar systems do they use in the following countries? USA: UK: Japan: France: New Zealand: Thailand: Finland: Argentina: _____________________________________________ _____________________________________________ _____________________________________________ _____________________________________________ ______________________________________________ ______________________________________________ ______________________________________________ ______________________________________________

If you need to research this list, either use the key words Postal Codes or check www.geonames.org/postal-codes/ or Wikipedia.

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1.1 Knowledge Revision

Part of the knowledge you need for this course is also in the other units. Below are two lists. One is of a key aspect of knowledge underpinning VET, the second is a graphic. Task 4 Try to match the relevant legislation with its defining symbol by drawing a line between them. This informal activity is meant to make you think about the meaning of each. Your teacher arrange a group discussion on the appropriateness or not of the graphics.

Anti discrimination

Privacy laws

Ethical principles

OH&S

Emailing procedures

Mail services

Code of Practice

This student has participated in the discussion on the graphics. Signed (teacher/supervisor): __________________________ Date: _________

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1.2 Range of Mail

You have read the materials on the postal service in Australia and its origins in Britain, but there are a number of different services and methods used in mailing.

Here are some ideas for you to think about

Personal Delivery

Many years ago, people relied on hand-delivery of written letters and notes through either formal or informal methods
Carrier Pigeon

These were used for many years between towns and cities. They were often used during war-times because of their silence, reliability and because they did not need camouflaging.
Pony Express

Riders were a group of (mainly) men who travelled between forts and towns in the days of settlement in USA, carrying saddle-bags of mail.
Cobb and Co.

The first Cobb and Co stagecoach left Melbourne in 1854 for Bendigo carrying mail and passengers. It was also to be used for gold transportation and spread through the colonies.
The Galapagos Whaling Mail Service

On Floreana Island near the Galapagos Islands, there is a free mail box where people leave cards and letters without postage. Other travellers pick one up and hand-deliver it when they reach home. It used to be for sailors on whaling ships for getting messages back to their families. People still visit and pick up mail for a person living where they are going. Part of the deal is that the people delivering the mail tell the recipients the history of the free mailbox.
Texting

Mobile phone texting has become one of the major means by which people now exchange written messages
Social Media

We also now we use email and other electronic means of communication such as social media sites to send messages.

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Task 5 i) Which of the above systems is the most efficient? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ii) Which is the least expensive? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ iii) Which of these services do you use most and why? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ iv) If the Internet and phone services dropped out, how would you send a message? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________

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2. Privacy and Confidentiality

There have always been problems of privacy, confidentiality and other ethical standards relating to communications, although we tend to think these issues have become more applicable to technological communications.

In 1767 in Britain, it became a felony, without benefit of clergy, to rob mail or steal letters from the Post. For many years it was a capital crime. If you are not sure what a felony or capital crime are, look up their definitions. Task 6A Do a search to find out definitions for the following: i) Privacy _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ ii) Confidentiality _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ iii) Freedom of information _________________________________________________________________ _________________________________________________________________ _________________________________________________________________

This student has participated in the discussion on the graphics. Signed (teacher/supervisor): __________________________ Date: _________

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Task 6B Case Study The Tuscaloosa Newspaper in USA on 28 June 2011 reported that a postman had been charged with stealing, delaying and destroying 8 first-class letters, 275 letters, postcards, packages and other mail. One card had a $20 note in it. Each instance was punishable by up to 5 years in prison and a fine of up to $250,000 totalling 15 years of jail-time and $750,000. Write a paragraph on whether or not you think severe punishments should be applied to handing mail. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

Task 6C Access the following link and list the 5 technologies which might impact on your privacy? www.privacy.gov.au/topics/technologies _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

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3. Working with Mail

As part of this unit, you must be able to demonstrate skills in handling mail as well as an understanding of safety, privacy, and confidentiality. The most effective way to gain these skills is to work in an office assisting with mail handling but if this is not possible, you can learn skills through practicing what you would need to do, watching videos and joining in discussions on aspects of the work. This can be called a simulated office environment. Watch the following links about mail sorting. They were made in the USA but would be similar to here. (Note the difference between how letters were sorted in the 1950s and how different the current system has become.) www.youtube.com/watch?v=67fCD8Mk6v0 www.youtube.com/watch?v=HjUXrMDSkr8 www.youtube.com/watch?v=bB7dhE_TW9g If any of these links are inactive, try the following key words until you find another suitable to use. Mail sorting machine. Postage sorting.

Task 7 What do you think were the implications for employment when mail was sorted by hand and then became electronic? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

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4. Incoming Mail
The most common forms of receiving mail in most businesses are still by email or snail mail (postage), although there are many variations within these two categories, such as Australia Post, couriers, social media sites, and other online links. In many offices, there is a rule that all in-coming mail is opened before distribution, however in others the office workers may only open any mail which is not directly addressed to a specific person.

The general rule for incoming mail either by post or electronically is to:

Open Check contents Check it is going to the correct addressee (perhaps by affixing memo) Record details in the in-coming mail book or on the electronic system Sort and distribute mail appropriately.

Incoming mail may be different depending on the type of business, for example, in a school the mail is likely to be general enquiries, requests and letters from parents, confirmations, invitations, financial mail such as invoices/receipts/cheques, junk mail and parcels of materials and equipment. In other offices, there may be complaints, requests for refunds, confidential case/medical study data, samples and orders. Many offices keep either a hand-written or electronic form of register for both incoming and outgoing mail. Here is a simple example for incoming mail. Task 8 Add two examples of incoming mail a school may receive. File No. 30 31 32 Date received 20-6-2011 20-6-2011 21-6-2011 Author Education Dept Mr Pender Dr Strike Recipient Mr Smith Science Dept Vice-Principal Nurse Jones Enclosure Invoice Lab materials none Pamphlets Epi-pens Subject Equipment Mary Pender student Staff training

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As well as by postage pick-up or delivery and freight, or by courier, incoming mail may also arrive electronically by email, fax, or through the computer. However, its handling and the systems used to process each article are similar and need every individual business will have its own policies and procedures for mail handling. Task 9 i. If a business is importing goods by mail, they need to have knowledge of customs requirements. These can be found at the following link. Print the information which may prove useful if you need to organise imported goods in the future. http://www.customs.gov.au/site/page5653.asp (or look up Australian Customs). ii. When sending or receiving mailed orders, most companies also offer a tracking service. Here is an example of one used by Optus, but there are many on the Internet. If ever you order books through Amazon or goods using PayPal, tracking is a simple process accessed by a link when your order is confirmed. Print the link to show you have accessed the site. http://optus.messengerpostcouriers.com.au (or look up any parcel tracking site) iii. For most local mail which goes through an office or small company, as the office administration worker, you would be most likely to receive a box or bag of mail delivered by a postal worker, or you would be asked to pick up a delivery daily from the local Australia Post office. Many companies have their own post box, common box or locked bag so that mail can be collected at any time. Find out the address of a local Australia Post office where you could arrange to hire a private post box for your incoming mail. __________________________________________________________________ __________________________________________________________________ __________________________________________________________________

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4.1 Handling Incoming School Postal Mail

Task 10 In a business, the positions are rather like those in your school. What is the name and office location of the following members of staff? The Principal (or head of a company): _________________________________ His or her office is: _________________________________________________ The Vice-Principal: ________________________________________________ His or her office is: _________________________________________________ The nurse or first aid person: _________________________________________ His or her office is: _________________________________________________ The bursar of financial officer: ________________________________________ His or her office is: _________________________________________________ The Vice-Principal: ________________________________________________ His or her office is: _________________________________________________ Your year-level coordinator: _________________________________________ His or her office is: _________________________________________________ The Science coordinator: ___________________________________________ His or her office is: _________________________________________________ The English coordinator: ___________________________________________ His or her office is: _________________________________________________ If you do not have access to the office in a work place, you can simulate sorting your schools office mail by writing out how you would sort each letter.

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Task 11 Use the following school Mail Instruction Sheet so that you know how to sort the pile of letters delivered to you in a post bag. There are ten addressed below. Write a description of how you will sort them beside each one.

Instructions for Sorting School Mail

Each teaching staff member has their own pigeon hole for letters and messages in

the staff room. (Pigeon hole rack A)

Each administrative and financial worker has a similar set of pigeon holes in the

office. (Pigeon hole rack B)

The principal and vice-principal have their mail handed to them at their desks. The other auxiliary staff members (Laboratory assistant, caf staff, VASS

coordinator, school nurse, cleaners and gardeners etc.) have their messages and mail next to the first aid room (Pigeon hole rack C). Any mail addressed to students or if it appears damaged or suspicious in any way goes to the vice-principal for checking. Any mail addressed directly to the school or addressed to administration, the office etc. is opened by you as the mail clerk.

The Principal Wattle College Tea Tree Parade Acacia. 0144

Letter 1

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Science Co-ordinator Wattle College Tea Tree Parade Acacia. 0144

B x

Letter 2

The Office Wattle College Tea Tree Parade Acacia. 0144

Letter 3

A cheque falls out!

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The Cleaning Team Wattle College Tea Tree Parade Acacia. 0144

Letter 4 - Magazine

Year 7 Form Captain Wattle College Tea Tree Parade Acacia. 0144
Letter 5

Wattle College Tea Tree Parade Acacia. 0144

Letter 6 - White powder falls out!

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Sister Grey, RN
Wattle College Tea Tree Parade Acacia. 0144

Letter 7

Wattle School Canteen Tea Tree Parade Acacia. 0144

Letter 8

Urgent
Wattle College Tea Tree Parade Acacia. 0144
Letter 9 - Parcel

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Letter 10 A battered parcel, with no address. left on front step

4.2 Handle Incoming School Email

The second most common way of dealing with incoming mail in a school as well as most small and large businesses is by email. While staff members may have their own email addresses, there may also be one or more general or administrative addresses. These can be for special people or also be general administrative messages which the office staff sort or deal with in the same way as for posted mail.

Task 12 You receive the following six email messages to the schools general address. Make a decision and select which of each of the following is the most appropriate means of dealing with the six messages: forward, reply, mark urgent and forward, print and place in a pigeon hole or print and deliver by hand.
To: Financial Dept. Re: Overdue account! To: Sport teacher. Re: appointment for private meeting To: School. Re: Cost of fees To: Mr Smith. Re: 10 anniversary xx To: The Principal. Re: Urgent reminder To: Nurse Grey. Re: Nit checks What would you do if you received a bomb threat via email? ________________
th

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5. Outgoing mail
The other part of handling mail in an office involves the postage or sending of letters, packages or messages known as handing the out-going mail although this can include internal distribution from the office as well as external delivery.

An administrative staff member in an office usually performs this role as part of their position. Businesses and schools may have different systems for handling mail but usually involve a number of general postage tasks such as:
Checking outgoing details such as clear layout and addressing, return address, and

enclosures included Purchasing stamps or paying for the franking machine Calculating the costs of outgoing postage Assessing costs Gathering and either posting mail or giving a bag or box to a postage person Organising couriers or a similar parcel pick-up service Keeping a register of outgoing mail either using an electronic database or spreadsheet, or a hand-written mail-book

For both traditional mail and the electronic varieties of distribution, there may be both internal and external systems which will be covered in the policy and procedures manuals of individual businesses. All of the Australia Post website pages give useful information on arranging and organising outgoing postage. Even if they change their website, unless they change their name you will be able to use their site if ever you details on mailing.

Task 13 Access the following link and print the page. If ever you work in an office or have your own business, knowing where to access this information will be very useful. http://auspost.com.au/products-and-services/postage-assessment-calculator.html If this link is inactive, try the following key words until you find another suitable one: calculating postage Australia Post.

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5.1 Handling Outgoing School Postal Mail

Handing mail for dispatch may involve some more planning and organising than dealing with incoming mail where you are presented with letters, messages and parcels and need to address them according to the office system. While the same is true for despatching mail, you may be called on to make decisions which are part of mail distribution such as costs, dealing with urgency and choosing the most suitable methods for sending.

With postage, this usually involves a similar but reversed system to receiving:

the articles are either left with you or picked up by the office they are registered in the mail book (or electronic database) choice of distribution method is made mail, courier etc. cost calculated choice of level of urgency, registration and security is made secure packaging and addressing may occur here if not before pick-up or transport is arranged possible follow-up occurs tracking delivery, ascertaining arrival etc.

While some offices do not bother to record incoming mail in a register, it is safe to say that most offices have an out-going mail register of some kind. One reason for this is financial as the costs involved in distribution of mail, sending freight and ensuring security can be quite high and must be factored into a business budget, or allocated against a departments costs. There are not only different costs for sizes and weights of letters and parcels, but also levels of securing and speed. Accessing the following site will show you some options for organising postage http://auspost.com.au/business.html If this link is inactive, try the following key words until you find another suitable one. Australia Post, costs, parcels, security, courier etc.

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Task 14 As you are doing work experience at the local primary school in the office, you are allocated the task of doing the posted mail. The local post office delivers a bag of mail daily and you can sort and distribute the mail successfully. Next you must deal with the out-going mail. There are six scenarios following. Write a response to how you would deal with each one. There are: a postcode booklet, a sheet for calculating postage, a set of scales, packaging materials and stamps among the office resources. There is a sample mail register sheet on page 27 on which you must record all of your incoming and outgoing postage and electronic mail. Scenario A The Sport coordinator hands you three letters she wants sent to parents. They are not in envelopes but have the parents names and addresses at the top of each page. How do you organise them?

Scenario B The school nurse received too many booklets for the anaphylaxis training she is organising. He hands you a pile of them and asks you to send them back to the distributor.

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Scenario C The Vice-principal rings through to the office and says she wants a parcel sent overnight as it is rather urgently needed. What are the steps you will take?

Scenario D You have to send a registered letter. How?

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Scenario E You are asked to post an express overnight envelope (as in picture). How and where is this done?

Scenario F You will need to arrange for a parcel to be couriered. Find the names and contact details of four possible courier services you might use. You will need their phone details if you have to follow-up in any way.

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5.2 Handling Outgoing School Email

As well as postal mail, office staff members deal with a great deal of electronic forms of communication in fact this is likely to be a much larger percentage of handling mail than the postal variety. Just like for posted articles, offices receive a great deal of junk email (or unsolicited spam) and the first task of the office worker receiving and sorting the school or offices emails and faxes will be to make judicious decisions on the relevance of the mail. For junior staff or when uncertain of decisions, it is important to know the designated staff member for referral of some decisions.

Task 15 i) What is the general email address of your school?

ii) If you were helping in the school office and received a threatening email, which staff member would you call to deal with the communication?

iii) Demonstrate that you know the difference between writing an informal email and a formal business message by creating one of each and sending both to the email address given to you by your teacher who will check the language and tone as well as the correct address and closing greetings

This student has demonstrated the following:

Knowledge of reporting to a designated supervisor Knowledge of the schools current email address Ability to create two emails which demonstrate correct business language and

processes Signed (teacher/supervisor): __________________________ Date: _________

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6. Mail Register
Task 16 Record all of your incoming and outgoing mail (including electronic mail) on this simple Mail Register. File Date received/ number dispatched Name receiver Name sender Address to Address from Enclosures/Special eg Express, Urgent

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Submitting Work for this Unit

Some work is to be filled out in the booklet. Your teacher may ask you to send some electronically. Ask for an email address to send it to. If you have group work, you may choose to submit it using a USB stick, or burn onto a CD.

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The Role of Australia Post

Australia Post(AP) is a key stakeholders of the Rural Addressing Project having made the following commitments to assist in the take up of rural addressing across the State. (a) Adoption of the new rural property address as the preferred postal address Australia Post will adopt of the rural property address incorporating rural road number, road name & locality, (+postcode) as the preferred address for mail delivery. The subsequent phasing out of Rural Mail Box(RMB) numbering, with the advertised requirement by Australia Post for rural mail delivery recipients to replace their RMB number with their RRN. N.B. A strong link between a property address and postal address is very evident in urban areas. This link will be strengthened with the requirement by Australia Post for rural mail delivery recipients to adopt the rural property address as a component of their postal address - once the appropriate changes have been made to the mail delivery process. Refer (e) below (b) The delivery of a Rural Road Number(RRN) brochures. To ensure that every rural property resident is aware of rural road numbering, how it works, the benefits and the relevant stakeholders, Australia Post have offered to deliver an enveloped RRN brochures to a Every rural mail delivery point (i.e. RMB/RSD or others) within the municipality utilising A.P. contractors Every Post Office (PO) Box at AP facilities within the municipality. Every person who collects their mail c/o an AP facility within the municipality. (c) Display RRN brochures and posters in postal facilities. Rural Road Number posters will be on display at all Australia Post facilities affected by RRN for a period of 3 months. The RRN brochure will also be on display and available to the public. (d) Create a translation table of RRNs and the associated RMB number for each mail delivery point. A translation table of the new rural property address versus the old property/postal address will be created with data (i) collected in the field in the allocation process, (ii) from Councils P&R, (iii) responses from a A.P. proforma mailout, (iv) provided by A.P. mail delivery contractors. The final translation table will be available for distribution to key stakeholders including Council. (e) Alignment of A.P. postcode area boundaries with gazetted suburb/rural district (locality) boundaries. (Refer Postcode & Locality Areas & Mail Delivery Runsdiagram) To allow the rural property address to also be utilised as a postal address it is necessary to clarify the extent of each post code area. This will be achieved by the alignment of postcode boundaries with locality boundaries. There are currently localities: Where 2 or more (up to 6 occur on the Mornington Peninsula) postcodes apply to different parts of the locality. There has not been a postcode assigned. A.P. will ensure that every locality will have a postcode assigned, with a single unique postcode applying to one or more entire localities. (N.B. There may be some localities that have an urban and rural postcode). (f) Adjust A.P. rural mail delivery contracts so that all mail addressed to a postcode emanates from a single AP facility. (Refer Postcode & Locality Areas & Mail Delivery Runsdiagram) There are currently situations where multiple rural mail delivery runs service different parts of a single locality or postcode area. These delivery runs often emanate from different A.P. delivery facilities. With the current RMB/RSD system, mail must be addressed with the postcode of A.P. delivery facility, not that of the locality where the mail is directed. The mail will be delayed if the postcode applies to the wrong delivery facility.

http://www.dse.vic.gov.au/__data/assets/pdf_file/0018/117612/TheRoleofAustraliaPost_140203.pdf

To ensure that mail is not sent to the incorrect A.P. facility, the rural mail delivery runs will be adjusted so that all the mail for a single locality/postcode will be emanate from a single AP delivery facility. The need to use the postcode of the A.P. facility is accordingly eliminated. (g) Provision of a unique set of RRN numerals for mail boxes remote from the property entrance It is extremely important to ensure that a RRN displayed on a mailbox remote from the property entrance is distinguishable from the RRN displayed at the property entrance. If the mailbox RRN is the same style as that displayed at the property entrance, there is a high potential for confusion remembering that each RRN is a reference to the location of every other RRN on that road. i.e. same style signage may lead to the incorrect assumption that the number relates to the property entrance. Australia Post will provide unique RRN signage(self adhesive vinyl -white numerals on a red background) for those rural mailboxes that are considered remote from the rural property entrance. (h) Provide a delivery service for the Change of Address Advice Australia Post will notify all affected customers where there is a change of postal address. Ideally this notification should be performed conjunction with Council who will be notifying owners of a change of property address. This however will only be possible if Council are prepared to wait an indeterminate time (possibly 12+ months) for A.P. to complete (e) & (f) above. Such a delay is not recommended by Land Victoria. If circumstance allow a single joint Change of Address Advice (i.e. Advice to use the new rural address as both property and postal address) the postage will paid by Australia Post. (j) Provide five(5) Change of Address Postcards to each customer Australia Post will provide 5 Change of Address Postcards to each rural mail delivery point recipient, to facilitate the smooth transition to the new rural address as the postal address.

In reference to items (e) & (f) above. Please refer to the flow diagram RRN Data Flow for Rural Addressing The process of aligning postcode area boundaries with locality boundaries, together with the appropriate adjustment of the rural mail delivery contractor runs, may take Australia Post many months. Unfortunately, this process cannot begin in earnest until the field collected RRN data and a copy of the current P&R data is provided by Council. Council should be aware that if they wish to notify property owners of their new address prior to A. P. completing processes (e) & (f) above, then residents may have 2 address changes within 12 months. An event that may generate a wave of discontent Land Victoria makes the following recommendations with respect to the adoption of the rural address: I. Council ensures property owners and/or occupants are aware that the RRN that has been affixed to their front entrance should not be formally adopted until an official notification is received from Council/Australia Post. It is suggested that: The attachment of a letter to the property entrance when the RRN is affixed is generally accepted as the most reliable means of advising the occupant not to use the RRN as either the property or postal address until formally advised by Council and/or A.P. respectively. A similar advice is published in the local papers. Council waits until Australia Post have completed the necessary adjustment of postcode areas and contractor mail runs and provide a single joint Change of Address Advice to residents. For the following reasons: Council is only able to advise residents of the new property address. For many people this will involve both a RRN and a perceived change of rural district(locality). The new address notification will in many cases be the first time that the residents are aware of the recently gazetted rural district(locality) in which they reside. Despite the 1999 locality definition process involving public consultation that included the publication of the proposed names and boundaries in local papers, there will be many residents unaware of the changes. This alone may cause significant discontent amongst residents with their new rural property address.
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II.

III.

If Council decides not to wait for Australia Post, a few months later AP will advise rural mail delivery recipients of their new postal address. This in many cases will involve a change of postcode. It is important to prevent people creating new stationary, notifying friends, family and business contacts more than once. The support by key stakeholders is extremely important to a smooth transition to rural addressing. Stakeholders are only provided the new rural property/postal address when the translation table of new and old addresses is completed by Australia Post. Once residents are advised by Council to use their property address, there will be those who will try to use their property address as the postal address before the appropriate adjustments are made. As a result their mail may be delayed and they may abandon the system. Australia Post will assist by paying for the postage of new address advice notices to those residents who receive a rural mail delivery. (N.B. A.P. will not be involved in notification to owners that are not the property occupants) A single address applies to property and postal in the Councils P&R

If Council decide to go it alone, there will need to be clear advice to owners/occupiers not to use their new rural property address as their postal address until officially notified by Australia Post.

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Australia Post
COMPLAINT ABOUT SERVICE DELIVERY AND COMPLAINT HANDLING REGARDING A REGISTERED POST ARTICLE March 2009

This is an abridged version of report 05/2009. The full report has not been made publicly available due to privacy considerations

Report by the Commonwealth and Postal Industry Ombudsman, Prof. John McMillan, under the Ombudsman Act 1976 REPORT NO.

05|2009

http://www.pio.gov.au/docs/investigation-reports/AustPost_service-delivery_complaint-handling.pdf

Reports by the Ombudsman Under the Ombudsman Act 1976 (Cth), the Commonwealth Ombudsman investigates the administrative actions of Australian Government agencies and officers. An investigation can be conducted as a result of a complaint or on the initiative (or own motion) of the Ombudsman. The Ombudsman Act 1976 confers five other roles on the Commonwealth Ombudsmanthe role of Defence Force Ombudsman, to investigate action arising from the service of a member of the Australian Defence Force; the role of Immigration Ombudsman, to investigate action taken in relation to immigration (including immigration detention); the role of Postal Industry Ombudsman, to investigate complaints against private postal operators; the role of Taxation Ombudsman, to investigate action taken by the Australian Taxation Office; and the role of Law Enforcement Ombudsman, to investigate conduct and practices of the Australian Federal Police (AFP) and its members. There are special procedures applying to complaints about AFP officers contained in the Australian Federal Police Act 1979. Complaints about the conduct of AFP officers prior to 2007 are dealt with under the Complaints (Australian Federal Police) Act 1981 (Cth). Most complaints to the Ombudsman are resolved without the need for a formal report. The Ombudsman can, however, culminate an investigation by preparing a report that contains the opinions and recommendations of the Ombudsman. A report can be prepared if the Ombudsman is of the opinion that the administrative action under investigation was unlawful, unreasonable, unjust, oppressive, improperly discriminatory, or otherwise wrong or unsupported by the facts; was not properly explained by an agency; or was based on a law that was unreasonable, unjust, oppressive or improperly discriminatory. A report by the Ombudsman is forwarded to the agency concerned and the responsible minister. If the recommendations in the report are not accepted, the Ombudsman can choose to furnish the report to the Prime Minister or Parliament. These reports are not always made publicly available. The Ombudsman is subject to statutory secrecy provisions, and for reasons of privacy, confidentiality or privilege it may be inappropriate to publish all or part of a report. Nevertheless, to the extent possible, reports by the Ombudsman are published in full or in an abridged version. Copies or summaries of the reports are usually made available on the Ombudsman website at www.ombudsman.gov.au. Commencing in 2004, the reports prepared by the Ombudsman (in each of the roles mentioned above) are sequenced into a single annual series of reports.

ISBN 978 0 980 5961 5 1 Date of publication: March 2009 Publisher: Commonwealth Ombudsman, Canberra Australia Commonwealth of Australia 2009
This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no part may be reproduced by any process without prior written permission from the Australian Government, available from the Attorney-Generals Department. Requests and enquiries concerning reproduction and rights should be addressed to the Commonwealth Copyright Administration, Copyright Law Branch, Attorney-Generals Department, National Circuit, Barton ACT 2601, or posted at http://www.ag.gov.au/cca. Requests and enquiries can be directed to the Director Public Affairs, Commonwealth Ombudsman, GPO Box 442, Canberra ACT 2601; email ombudsman@ombudsman.gov.au or phone 1300 362 072 (local call charge). This report is available on the Commonwealth Ombudsmans website www.ombudsman.gov.au.

http://www.pio.gov.au/docs/investigation-reports/AustPost_service-delivery_complaint-handling.pdf

Commonwealth and Postal Industry OmbudsmanAustralia Post: Complaint about service delivery and complaint handling regarding a registered post article

BACKGROUND
Ms A complained to the Postal Industry Ombudsman that she had been unreasonably treated by Australia Post. She had posted a registered, insured, person-to-person signature receipt article to another party. Despite many months of trying, Ms A was unable to obtain from Australia Post a signed confirmation of receipt of the article or an explanation of what had gone wrong.

CONCLUSION
Investigation of Ms As complaint by Ombudsman staff revealed that the time taken to resolve Ms As complaint was excessive and not in accordance with the timeliness standards set out in Australia Posts Service Charter. It was also the Ombudsmans view that Ms As complaint should have been escalated to a more senior person within Australia Post at a much earlier stage. It was apparent from the information obtained during the investigation that Australia Post provided a poor level of service in following up Ms As complaint. This is reflected by the fact that prior to her approaching our office Ms A had contacted Australia Post on 12 different occasions over several months. Australia Post had only responded to, or followed up, on four of these contacts. The Ombudsmans report concluded that Australia Post failed on several occasions to follow well-established procedures, such that it was unable to ascertain what happened to Ms As article after it reached the relevant Delivery Centre. Australia Post could not say whether it was subsequently handled by a Postal Delivery Officer or a mail contractor. Nor could Australia Post say when the article had been delivered. No signature receipt was obtained and retained by Australia Post. Review of relevant records revealed that Australia Post had disclosed information about Ms As complaint to a third party. The Ombudsmans report concluded that this disclosure was inappropriate in the absence of actual or implied consent from Ms A. Australia Posts recordkeeping in relation to Ms As complaint was poor: significant actions went unrecorded and repeated errors occurred in the documentary records. In the Ombudsmans view Australia Posts recordkeeping in Ms As case failed to meet contemporary standards of good administrative practice. The Ombudsman also expressed concern that despite Australia Post being aware of the recorded value of the article sent by Ms A, it did not involve its Corporate Security Group until a number of months after receiving the complaint. It is the Ombudsmans view that this hampered Australia Posts ability to collect the information necessary to conduct a prompt and effective investigation. An outcome of our investigation was that Australia Post was able to confirm the registered post article had been delivered to the correct address. However, it conceded the article had not been given to the correct person at that address. In response to a suggestion made by our office, Australia Post wrote to Ms A. Australia Post apologised for not following correct procedure when delivering her article, provided a full refund of postage, advised that the article was not delivered to

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Commonwealth and Postal Industry OmbudsmanAustralia Post: Complaint about service delivery and complaint handling regarding a registered post article

the addressee but to her partner, advised that the addressee and her partner had signed a statement confirming receipt and provided an approximate date upon which delivery occurred.

RECOMMENDATIONS
The Ombudsmans report recommended that Australia Post should: Implement a policy and procedure which includes timeliness standards for the escalation of complaints, including to the Corporate Security Group, and ensure that all staff are aware of the policy and procedure. Clarify the criteria used by State Offices to determine when to involve the Corporate Security Group in the investigation of lost or missing postal items. Modify the Australia Post Complaints Management System to allow for prolonged or complex investigationssuch as by use of a pending function. Examine whether there is a need to revise its procedures so as to ensure that all Customer Relations Centre officers (particularly new or inexperienced staff) are made aware of the need to: o meet the obligations outlined in the Australia Post Customer Service Charter of resolving most complaints about domestic products and services in no more than ten working days ensure personal information about a complainant is not released to unauthorised third parties.

Reinforce to staff the importance of keeping and maintaining records of its actions and activities. This is particularly the case where those records are a part of the delivery requirements of a postal service, such as registered post.

In response to the Ombudsmans report, Australia Post acknowledged that the failure to follow correct delivery procedures in Ms As case represented a significant breach of the correct delivery procedures. It also conceded that its 'handling of the customers complaint in this case clearly represented a serious service failure. Australia Post confirmed that the issues highlighted by the Ombudsmans report regarding failures by staff to follow established procedures and guidelines will influence its national training program. Australia Post's response demonstrates that a number of the issues identified in the Ombudsmans report are currently being addressed through its development of national complaint handling guidelines. The investigation of Ms As complaint highlights the importance of that work and it is for this reason that the Ombudsman's office will continue to monitor progress of the development and implementation of those guidelines.

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Importing Goods by Post

Importing Goods By International Mail (Post) Imported goods may arrive in Australia in a number of ways. You may bring the goods with you from overseas or you may import the goods by:

international mail (post). The method of delivery determines the Customs and Border Protection clearance formalities and charges that may apply. This section provides information on goods imported by international mail. You will find information on the following topics:

Airfreight express courier sea cargo

Import Declaration (N10) - Post (Form B374) Importing goods by international mail Prohibited or restricted goods Goods with a declared or assessed value not exceeding A$1,000 Goods with a declared or assessed value over A$1,000 Tobacco and alcohol products Gifts sent to you Personal or private use imports One parcel for one importer Receiving a First Notice from Australia Post Returning goods to sender How to lodge an import declaration Making enquiries about your parcel/s Methods of payment Communicating electronically with Customs and Border Protection Frequently asked questions

Importing goods by international mail If goods are received from overseas as mail articles (parcels) carried by Australia Post and addressed to you you are the importer of those parcels. All imported goods including mail articles are assessed for community protection risks, permit and approval requirements. All goods imported into Australia are also subject to assessment for duty and Goods and Services Tax (GST) and other taxes and charges that may be applicable. As the importer (owner), you are liable for any duty, taxes and charges unless there is an exemption or concession that applies. All personal and commercial importations are subject to assessment. All imported goods are also subject to the controls of the Australian Quarantine and Inspection Service (AQIS). More information on AQIS requirements is available at: www.daff.gov.au/aqis. Prohibited or restricted goods If your goods arrive in Australia by mail and require a permit or approval or are restricted or prohibited under any Commonwealth law, Customs and Border Protection may hold the goods until you can produce a permit or approval.

http://www.customs.gov.au/site/page5653.asp

If you have imported prohibited or restricted goods, regardless of value, you will receive a letter from Customs and Border Protection to advise you that those goods are held. That letter will tell you why your goods are held, what you need to do and who to contact for assistance. Goods with a declared or assessed value not exceeding A$1,000 If your goods arrive in Australia by mail and have a declared or assessed value of A$1,000 or less, the goods may be imported free of duty, taxes and Customs and Border Protection charges, unless they are alcohol products or tobacco products. Apart from alcohol and tobacco products those goods will be cleared by Customs and Border Protection and delivered by Australia Post without you doing anything. Goods with a declared or assessed value over A$1,000 You will be sent a First Notice by Australia Post if you have imported goods with a declared or assessed value of more than A$1,000. In this case, you need to lodge an import declaration to Customs and Border Protection for the goods. The declaration will be assessed for duty, GST and Wine Equalisation Tax (if applicable). An import processing charge will also apply. Customs and Border Protection will advise you of the amount you need to pay before your parcel will be delivered to you. Customs and Border Protection cannot allow goods with a value over A$1,000 to be delivered by Australia Post until an import declaration is made and any liability for duty, taxes and charges is paid in full. There may also be AQIS requirements to be met before Australia Post can deliver your goods. Tobacco and alcohol products If the goods you imported are tobacco and/or alcohol products with a value of A$1,000 or less, you will be sent a tax invoice by Customs and Border Protection. The information sent to you will provide payment advice, follow those directions carefully. Once payment is received from you, Customs and Border Protection will advise Australia Post to deliver your goods. If the goods have a value of more than A$1,000 then you must lodge an import declaration if you want the goods delivered to you. If you prefer not to pay the duty and GST and you want the goods returned to sender, you should contact Australia Post on 13 13 18. Gifts sent to you There is no longer a concession for goods sent as a gift. Goods that are gifted, donated, loaned or supplied free of charge are still subject to assessment for duty and other taxes and charges if they have a value of more than A$1,000 or if the goods are tobacco and/or alcohol products. If you are unable to provide evidence of the value of the goods, the legislation provides other ways of determining value. The gift concession (by-law number 9740019) was revoked on and from 1 October 2008, after the low value goods threshold was increased to A$1,000. Personal or private use imports All imported goods are subject to assessment for duty, GST and other taxes and charges even if you imported those goods for your own use. If the goods you imported have a value over $1,000 you will need to lodge an import declaration and pay any duty, GST or other taxes and charges that may apply. Lodging and finalising an import declaration means the goods are entered for home consumption. The term entered for home consumption, used by Customs and Border Protection, means goods were declared and cleared from Customs control in accordance with Customs law for delivery within Australia. One parcel for one importer

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If a parcel (one consignment) addressed to you contains goods or other packages that were imported for other people (such as your friends or relatives) and the parcel has a declared or assessed value exceeding A$1,000 you will need to lodge an import declaration and pay the duty, taxes and charges. Customs law does not permit a parcel to be split or broken down into separate packages for assessment, even when those other packages were imported for other people. Receiving a First Notice from Australia Post Australia Post will send you a First Notice if it holds a parcel or parcels addressed to you that: have/has a declared or assessed value over A$1,000; or contain/s tobacco and/or alcohol products. If you have received a First Notice or want to know more click here. Returning goods to sender If you take no action within 30 to 45 days of receiving a First Notice then Australia Post will return the goods to the sender. If you do not want to pay the duty and GST and you want the goods returned to sender then you do not need to do anything. Lodging an import declaration You can lodge an import declaration in the following ways: 1. Have a licensed Customs broker lodge an import declaration (B650) on your behalf. Customs brokers can be located in the local phone directories or by searching the internet; or 2. Complete an Import Declaration - Post (N10) (Form B374) yourself and lodge it by email, mail, or fax or lodge it in person* with Customs and Border Protection (international mail imports only) click here to go to the Import Declaration Form B374 and guide; or 3. Lodge a full import declaration by completing an Import Declaration (N10) Form B650 click here. This form is a more comprehensive form that allows for multiple types of goods, multiple uses of concessions, exemptions and other instruments not usually associated with goods imported by international mail. * You can only lodge your declaration in person at certain Customs and Border Protection offices. Please call 1300 363 263 for the nearest location where you can lodge an import declaration in person. If you are an Australian Business Number (ABN) holder and are registered for GST deferral you may only lodge import declarations electronically through the Integrated Cargo System, please contact your customs broker. Customs and Border Protection officers are prohibited from completing, filling out or making an import declaration for you but they will provide guidance and direction to assist you as much as possible. Making enquiries about your parcel/s Australia Post is the carrier of international mail. If you want to track your parcel or make an enquiry about delivery of your parcel please contact Australia Post on 13 13 18. If you want to make an enquiry about an import declaration or a payment you have made to Customs and Border Protection contact Customs and Border Protection on 1300 363 263. If you have any enquires relating to quarantine matters please contact AQIS on 1800 020 504. Methods of Payment Customs and Border Protection will calculate any Customs Duty, GST and other charges applicable to the goods that you are importing based on the information that you provide on the Import Declaration Post (N10) Form (B374). You will receive a Postal Import Declaration Payment Advice listing these charges.

http://www.customs.gov.au/site/page5653.asp

The Payment Options section located at the bottom of the Payment Advice details all options available to you. More information about Customs and Border Protections payment options can be found at Paying Customs and Border Protections invoices. Please note: Customs and Border Protection does not accept personal cheques for the payment of a Postal Import Declaration Payment Advice; and

Customs and Border Protection pass on merchant fees (currently 0.94% for MasterCard and Visa and 1.54% for American Express) for credit/debit card payments. This fee is not subject to GST and is equal to the fee that Customs and Border Protection incurs from its banker. Communicating electronically with Customs and Border Protection If you are a regular importer it may be beneficial for you to communicate electronically with Customs and Border Protection using the Integrated Cargo System (ICS). To do so you need to obtain a digital certificate. A digital certificate is a verifiable means of identifying an entity communicating directly with Customs and Border Protections systems. For more information click on the links below: Communicating electronically with Customs and Border Protection; Digital certificates and client registration; or for more comprehensive information and downloads click on this link: http://www.cargosupport.gov.au/site/page5950.asp

Frequently asked questions (FAQs) Who can I call for general information about importing goods? Who can I call if I want to track my parcel/s or ask about delivery? My goods are for my private or personal use, so why does Customs and Border Protection not send them on? What do I need to do to clear and receive my goods? Are there charges for import declarations? Do I need to provide Evidence of Identity (EOI)? How is duty and GST calculated? How is the rate of duty determined? What is a Tariff Classification? What are Concessions, Exemptions and Free Trade Agreements?

For more information on importing goods contact the Customs Information and Support Centre on 1300 363 263 or email information@customs.gov.au.

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