Good morning Gregory,

Thank you for your request.

Firstly, we wholeheartedly apologise for the delay you are experiencing.

Secondly, our messaging team this morning began the process of updating our phone message and removing the below information. We apologies that you heard the old message and our new message should be up and running.

If you would like to proceed with your information request, then please let us know.

Kind regards and many thanks,

OIA Officer
Tukurau Aotearoa | New Zealand Post Limited

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HI Gregory,

Thanks for your email and request for information.

We will refer your email to the relevant department in order to pass on the information that you require. They will be in touch with you in due course.

Kind regards,

OIA Officer
Tukurau Aotearoa | New Zealand Post Limited

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HI Gregory,

Thanks for your email.

We apologise for the confusion. We referred to the "below information" in our initial email as reference to your initial email concerning our answer phone message information about deliveries made 90% on time.

Kind regards,

OIA Officer
Tukurau Aotearoa | New Zealand Post Limited

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Dear Mr Soar
We write in reference to your request made under
the Official Information Act 1982 (the 'Act').  You have asked for: 
"Today you stated clearly 90% on time.  I call no way.  Please stump up
the proof of what you claim as sought in my official request."
At the outset, I wish to sincerely apologise to you for the delay in
responding to your request.  We can confirm that when you called our
National Contact Centre (NCC) on 15 May, our messaging was yet to be
updated.  This was updated later that day to reflect our volumes.  Below
you will see our messaging.
The messaging you would have heard is outlined below

* We have seen a significant increase in parcel volumes since we moved
into Level 3. We are doing everything we can to work through this –
24/7 shifts, and more people on the road delivering – over 90% of
parcels are still being delivered on time but some people will see
some delays
* Our call centre teams are working as hard as they can from home to
help you but we are very busy as more and more online shopping options
open up. Please be patient with us and help us out by only calling or
emailing us only if it has been more than 5 days since our tracking
information shows that we have received your parcel from your sender. 
* If you have received a tracking number for your item that doesn’t yet
show any details in our tracking tools, this means that NZPost doesn’t
yet have your item in our network and the tracking information will be
updated once we have received it.
* Unfortunately, although we’d love to, there isn’t anything we’re able
to do to help speed up your delivery. 
* If you have a question about your mail or our retail outlets please go
on-line to our website nzpost.co.nz to check our frequently asked
questions first.
* Thank you for your continued kindness, support and patience as we do
all we can to deliver for you and NZ. 

We can, however, confirm that our messaging was changed later this day (15
May) due to the volume and further delays within our network.

 

Welcome to NZPost, we are experiencing very high volumes of calls at the
moment and have delays on our deliveries of up to 5 days, and in Auckland
up to 10 days.

  

Although we’d love to, we are unable to speed up the delivery of your
parcel. If you’ve been waiting more than 5 days from the expected delivery
date, or more than 10 days in Auckland, please bear with us. We are
working as hard as we can to get this to you. Please only call us if your
parcel delivery is outside of these timeframes. Thanks for your
understanding. 

 

While we have been able to confirm the messaging was updated to reflect
our volumes on 15 May as outlined initially from our OIA Officer, I have
requested further information on the days prior to provide you with
delivery on-time statistics for dates prior to your request (which are
relevant to the 90% target) however regrettably, I have yet to obtain
these but will provide these as soon as possible.

Again, we would like to apologise that you have contacted our NCC prior to
the new messaging being updated by our team and of course, for the delay
in responding to the request for statistics for 15 May.

Kind regards,

Haley Littlewood

Customer Advocacy - Executive Advisor
New Zealand Post Group 
Address: New Zealand Post House, 7 Waterloo Quay, Wellington 6011 

[1]cid:image004.png@01D644B1.DF05AE80

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Dear Mr Soar
I am following up on my previous message and again would like to sincerely
apologise for the messaging you heard when calling our National Contact
Centre (NCC).
We can confirm that our messaging to customers regarding the delays was
updated on 14 May to reflect our current volumes and delays on our
website, however regrettably there was a delay in updating our IVR when
calling the NCC, which as previously advised was updated later on 15 May.
The IVR messaging was previously updated on 5 May which reflected the
overall percentage of 90%, however there were some areas which were not at
this level and regrettably, from 5 May through to 14 May, this declined
further and the overall average was 50% and as such, New Zealand Post
updated the messaging to our customers.  The delay in updating the IVR
messaging was due to the volume and calls at the time, and we sincerely
apologise as it was not our intention to provide inaccurate information to
our customers.
Thank you for taking the time to write and provide feedback.
Kind regards,

Haley Littlewood

Customer Advocacy - Executive Advisor
New Zealand Post Group 
Address: New Zealand Post House, 7 Waterloo Quay, Wellington 6011 

--------------------------------------------------------------------------

From: Executive Complaints <[email address]>
Sent: Wednesday, 17 June 2020 3:49 PM
To: [FOI #12844 email]
<[FOI #12844 email]>
Subject: From New Zealand Post
 
Dear Mr Soar
We write in reference to your request made under
the Official Information Act 1982 (the 'Act').  You have asked for: 
"Today you stated clearly 90% on time.  I call no way.  Please stump up
the proof of what you claim as sought in my official request."
At the outset, I wish to sincerely apologise to you for the delay in
responding to your request.  We can confirm that when you called our
National Contact Centre (NCC) on 15 May, our messaging was yet to be
updated.  This was updated later that day to reflect our volumes.  Below
you will see our messaging.
The messaging you would have heard is outlined below

* We have seen a significant increase in parcel volumes since we moved
into Level 3. We are doing everything we can to work through this –
24/7 shifts, and more people on the road delivering – over 90% of
parcels are still being delivered on time but some people will see
some delays
* Our call centre teams are working as hard as they can from home to
help you but we are very busy as more and more online shopping options
open up. Please be patient with us and help us out by only calling or
emailing us only if it has been more than 5 days since our tracking
information shows that we have received your parcel from your sender. 
* If you have received a tracking number for your item that doesn’t yet
show any details in our tracking tools, this means that NZPost doesn’t
yet have your item in our network and the tracking information will be
updated once we have received it.
* Unfortunately, although we’d love to, there isn’t anything we’re able
to do to help speed up your delivery. 
* If you have a question about your mail or our retail outlets please go
on-line to our website nzpost.co.nz to check our frequently asked
questions first.
* Thank you for your continued kindness, support and patience as we do
all we can to deliver for you and NZ. 

We can, however, confirm that our messaging was changed later this day (15
May) due to the volume and further delays within our network.

 

Welcome to NZPost, we are experiencing very high volumes of calls at the
moment and have delays on our deliveries of up to 5 days, and in Auckland
up to 10 days.

  

Although we’d love to, we are unable to speed up the delivery of your
parcel. If you’ve been waiting more than 5 days from the expected delivery
date, or more than 10 days in Auckland, please bear with us. We are
working as hard as we can to get this to you. Please only call us if your
parcel delivery is outside of these timeframes. Thanks for your
understanding. 

 

While we have been able to confirm the messaging was updated to reflect
our volumes on 15 May as outlined initially from our OIA Officer, I have
requested further information on the days prior to provide you with
delivery on-time statistics for dates prior to your request (which are
relevant to the 90% target) however regrettably, I have yet to obtain
these but will provide these as soon as possible.

Again, we would like to apologise that you have contacted our NCC prior to
the new messaging being updated by our team and of course, for the delay
in responding to the request for statistics for 15 May.

Kind regards,

Haley Littlewood

Customer Advocacy - Executive Advisor
New Zealand Post Group 
Address: New Zealand Post House, 7 Waterloo Quay, Wellington 6011 

[1]cid:image004.png@01D644B1.DF05AE80

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