Kia Ora B.White,

This email is to confirm we have received the following request for
information on 15 May 2025:

I am seeking information on the design and performance of your
network in relation to missed deliveries.

Your "Sorry we have missed you" card for missed deliveries directs
customers to pickup parcels from PostShop locations.

On the card it says "From the next business day, your parcel will be
ready to collect from:" and then states the location for pickup. Can
you clarify the intent of the "from" in this sentence:
1 - That the parcel will be available for the customer to pickup at
their convenience on the following business day (inclusive of the
whole day).
2 - That the parcel will be available for the customer to pickup at
some point that could start as early as the start of the following
business day, but could be later.

If the intent is not the 1st point above - can you please explain if
that reading was considered when designing the card, and why it was
discounted.

I am also requesting data on how many parcels under this system are
available for customers to pickup at the start of the following
business day.

In particular can you supply data for the last 6 months by location
(either at the store, or town level):
- The total count of parcels "Sorry we have missed you" cards issued
- The count of parcels which are otherwise redirected before being
delivered to the pickup location (such as those redirected or
redelivered)
- The count of parcels that make it to the pickup location before the
opening of the PostShop on the following business day
- The count of parcels that make it to the pickup location after
opening, but in the morning the following business day
- The count of parcels that make it to the pickup location after
opening, but in the afternoon of the following business day
- The count of parcels that make it to the pickup location the
business day that follows the next business day

If opening hours are not available, or are too complex to handle in
your supplying this data - please assume that opening time is 09:00.

Please be advised we are treating this as a request for information
under the Official Information Act 1982 and a response to your
request will be provided no later than Friday 13 June 2025.
 
 
Regards,
 
 
OIA Officer 
NZ Post
 
thread::A0QIkzG9epCRmN5muarYfjQ::
 
 

 
 
 
 

--------------- Original Message ---------------
From: B. White [[1][FOI #30980 email]]
Sent: 15/05/2025 9:52 AM
To: [2][New Zealand Post request email]
Subject: Official Information request - On time availability of missed
delivery parcel pickups

Dear New Zealand Post Limited,

I am seeking information on the design and performance of your network in
relation to missed deliveries.

Your "Sorry we have missed you" card for missed deliveries directs
customers to pickup parcels from PostShop locations.

On the card it says "From the next business day, your parcel will be ready
to collect from:" and then states the location for pickup. Can you clarify
the intent of the "from" in this sentence:
1 - That the parcel will be available for the customer to pickup at their
convenience on the following business day (inclusive of the whole day).
2 - That the parcel will be available for the customer to pickup at some
point that could start as early as the start of the following business
day, but could be later.

If the intent is not the 1st point above - can you please explain if that
reading was considered when designing the card, and why it was discounted.

I am also requesting data on how many parcels under this system are
available for customers to pickup at the start of the following business
day.

In particular can you supply data for the last 6 months by location
(either at the store, or town level):
- The total count of parcels "Sorry we have missed you" cards issued
- The count of parcels which are otherwise redirected before being
delivered to the pickup location (such as those redirected or redelivered)
- The count of parcels that make it to the pickup location before the
opening of the PostShop on the following business day
- The count of parcels that make it to the pickup location after opening,
but in the morning the following business day
- The count of parcels that make it to the pickup location after opening,
but in the afternoon of the following business day
- The count of parcels that make it to the pickup location the business
day that follows the next business day

If opening hours are not available, or are too complex to handle in your
supplying this data - please assume that opening time is 09:00.

I believe this data will be available to you by way of your parcel
scanning/tracking systems.

Please supply this data in either a CSV or XLSX format.

Thanks

B. White

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hide quoted sections

 
Kia Ora B.White,

First and foremost I would like to sincerely apologise for the delay
in our response to you.

Due to the scope of the information you had requested we do require
an extension to ensure the information we will be providing you is
accurate. We also acknowledge the extension should have been
requested prior to the original due date which was Friday 13 June.

We aim to have a response provided to you no later than Wednesday 18
June.

You have the right under section 28(3) of the OIA to make a complaint
to the Ombudsman about this extension. 
 
Kind regards,
 
OIA Officer 
NZ Post
 
thread::A0QIkzG9epCRmN5muarYfjQ::
 
 

 
 
 
 

--------------- Original Message ---------------
From: B. White [[1][FOI #30980 email]]
Sent: 16/06/2025 11:58 AM
To: [2][New Zealand Post request email]
Subject: Re: NZ Post Case ID: 12887874

Dear NZ Post,

Can I please have an update on my OIA request about on time delivery of
missed parcels to pickup locations?

Perhaps ironically, the request is overdue per the expected timeframe as
outlined in your email from 20 May.

Yours sincerely,

B. White

-----Original Message-----

Kia Ora B.White,

This email is to confirm we have received the following request for
information on 15 May 2025:

I am seeking information on the design and performance of your
network in relation to missed deliveries.

Your "Sorry we have missed you" card for missed deliveries directs
customers to pickup parcels from PostShop locations.

On the card it says "From the next business day, your parcel will be
ready to collect from:" and then states the location for pickup. Can
you clarify the intent of the "from" in this sentence:
1 - That the parcel will be available for the customer to pickup at
their convenience on the following business day (inclusive of the
whole day).
2 - That the parcel will be available for the customer to pickup at
some point that could start as early as the start of the following
business day, but could be later.

If the intent is not the 1st point above - can you please explain if
that reading was considered when designing the card, and why it was
discounted.

I am also requesting data on how many parcels under this system are
available for customers to pickup at the start of the following
business day.

In particular can you supply data for the last 6 months by location
(either at the store, or town level):
- The total count of parcels "Sorry we have missed you" cards issued
- The count of parcels which are otherwise redirected before being
delivered to the pickup location (such as those redirected or
redelivered)
- The count of parcels that make it to the pickup location before the
opening of the PostShop on the following business day
- The count of parcels that make it to the pickup location after
opening, but in the morning the following business day
- The count of parcels that make it to the pickup location after
opening, but in the afternoon of the following business day
- The count of parcels that make it to the pickup location the
business day that follows the next business day

If opening hours are not available, or are too complex to handle in
your supplying this data - please assume that opening time is 09:00.

Please be advised we are treating this as a request for information
under the Official Information Act 1982 and a response to your
request will be provided no later than Friday 13 June 2025.

Regards,

OIA Officer
NZ Post

thread::A0QIkzG9epCRmN5muarYfjQ::

-------------------------------------------------------------------
Please use this email address for all replies to this request:
[3][FOI #30980 email]

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[4]https://urldefense.com/v3/__https://fyi....

If you find this service useful as an Official Information officer, please
ask your web manager to link to us from your organisation's OIA or LGOIMA
page.

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

This email with any attachments is confidential and may be subject to
legal privilege. If it is not intended for you please reply immediately,
destroy it and do not copy, disclose or use it in any way.

References

Visible links
1. mailto:[FOI #30980 email]
2. mailto:[New Zealand Post request email]
3. mailto:[FOI #30980 email]
4. https://urldefense.com/v3/__https://fyi....

hide quoted sections

 
Kia Ora B.White,

First and foremost, I want to express my genuine apologies, as the
data we have gathered needs additional reviewing before we can
provide you a response. I have contacted the appropriate team and
asked for confirmation regarding when this will be completed.

You can be confident that I will make every effort to provide you
with a completion date.
 
 
Kind regards,
 
OIA Officer 
NZ Post
 
thread::A0QIkzG9epCRmN5muarYfjQ::
 
 

 
 
 
 

--------------- Original Message ---------------
From: B. White [[1][FOI #30980 email]]
Sent: 19/06/2025 11:11 AM
To: [2][New Zealand Post request email]
Subject: Re: NZ Post Case ID: 12887874

Hi again,

The 18th of June has slipped by, so again I am left wondering when I will
receive a response.

Can you please provide an update on this OIA?

Yours sincerely,

B. White

-----Original Message-----

Kia Ora B.White,

First and foremost I would like to sincerely apologise for the delay
in our response to you.

Due to the scope of the information you had requested we do require
an extension to ensure the information we will be providing you is
accurate. We also acknowledge the extension should have been
requested prior to the original due date which was Friday 13 June.

We aim to have a response provided to you no later than Wednesday 18
June.

You have the right under section 28(3) of the OIA to make a complaint
to the Ombudsman about this extension.

Kind regards,

OIA Officer
NZ Post

thread::A0QIkzG9epCRmN5muarYfjQ::

-------------------------------------------------------------------
Please use this email address for all replies to this request:
[3][FOI #30980 email]

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[4]https://urldefense.com/v3/__https://fyi....

If you find this service useful as an Official Information officer, please
ask your web manager to link to us from your organisation's OIA or LGOIMA
page.

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

This email with any attachments is confidential and may be subject to
legal privilege. If it is not intended for you please reply immediately,
destroy it and do not copy, disclose or use it in any way.

References

Visible links
1. mailto:[FOI #30980 email]
2. mailto:[New Zealand Post request email]
3. mailto:[FOI #30980 email]
4. https://urldefense.com/v3/__https://fyi....

hide quoted sections

 
Kia Ora B.White,

We refer to your OIA request of 15 May 2025.  Thank you for your
patience as we pulled this information together, which has been a
complex and time-consuming exercise.  Please see our responses in red
against your email below and in the file attached.
Please note we refer to the cards you have mentioned as “Cards to
Call” or “CTC” for short.
Your query has prompted us to look more closely into operational
practices and the wording on our cards to call.  We note that
customers can also check an item’s tracking information to check
whether it’s been scanned as ready for collection from the relevant
location.
 
Kind regards,
 
OIA Officer
 
----------------
 
Your "Sorry we have missed you" card for missed deliveries directs
customers to pickup parcels from PostShop locations.

On the card it says "From the next business day, your parcel will be
ready to collect from:" and then states the location for pickup. Can
you clarify the intent of the "from" in this sentence:
1 - That the parcel will be available for the customer to pickup at
their convenience on the following business day (inclusive of the
whole day).
2 - That the parcel will be available for the customer to pickup at
some point that could start as early as the start of the following
business day, but could be later.

If the intent is not the 1st point above - can you please explain if
that reading was considered when designing the card, and why it was
discounted.
 
When this wording was written, we believe the intention was closest
to option 1 above, although of course there could be a small number
of exceptions where the item was ready for collection later in the
day.
 
The vast majority of items are ready for collection on the next
business day.  In some cases, operational challenges can lead to an
item not being available until later that day or, in a smaller number
of cases, later.  We’re reviewing the performance of these processes
to ensure we deliver the best service to our customers.
 
We note that the CTC note gives a tracking number and customers can
check an item’s tracking information, and/or contact NZ Post, to
check whether an item has yet been scanned as ready for collection
from the relevant location.

I am also requesting data on how many parcels under this system are
available for customers to pickup at the start of the following
business day.
NZ Post is a commercial business and operates in a competitive
environment.  Accordingly, we are unable to provide specific volumes,
or data by region, on the grounds that volumes and regional
discrepancies are confidential and commercially sensitive, and the
public disclosure of that data would unreasonably undermine and
prejudice our commercial position and activities.  That volume
information would be of great interest to our competitors, for
instance.  We refer to sections 9(2)(b)(ii) and 9(2)(i) of the
Official Information Act in this regard.  We have instead provided
aggregated percentages, rather than volumes, per category requested,
which we feel is a reasonable approach given these considerations and
the nature of your query.
 
Please note that in rare cases items aren’t correctly scanned as
“ready to collect” when they’re ready for collection.  Items that
were issued cards to collect and have no such scan (or other
treatment such as a redirection or redelivery) have been removed from
the calculations about time of readiness, as the timing can’t be
verified.
 
We note also that the timing data below and attached is based on the
timing of the “ready to collect” scan.  In some cases a location may
have the item ready to collect, and find it should the customer come
to pick up the item, before they have time to properly scan the
item.  We will look into our operational practices to make sure they
are scanning items as “ready to collect” as soon as possible after
the items arrive at the location, rather than for example later in
the day or when the parcel is collected.  These practices may have an
impact on the numbers.
 
We have provided data for the six months from January to June 2025
(inclusive).

In particular can you supply data for the last 6 months by location
(either at the store, or town level):
- The total count of parcels "Sorry we have missed you" cards issued
- The count of parcels which are otherwise redirected before being
delivered to the pickup location (such as those redirected or
redelivered)
 
We are withholding the total number and regional splits on the
grounds noted above.
We note your focus on “otherwise redirected before being delivered to
the pickup location”.  In practice, items that were initially
undelivered can be redirected or redelivered either before or after
they’re ready for collection.  We’re unable to assess the percentage
of items redirected before being delivered for pickup.  We have
instead provided the percentage of items that were initially
undelivered and were then redirected or redelivered, whether before
or after being ready for pickup.
 
In the attached see:
 

* “Items redelivered not collected” – items that were initially
undelivered and were ultimately delivered by means other than
collection.  As above, these items may or may not have been
temporarily ready for collection depending on the
redirection/redelivery timing.
* “Items collected” – items that were initially undelivered and
were ultimately collected at a NZ Post location.

- The count of parcels that make it to the pickup location before the
opening of the PostShop on the following business day
As per your note below, we don’t have precise opening hours for all
stores and so have assumed an opening time of 9am (which in the data
is represented as having a later “ready to collect” scan than
8:59am).  See the data attached.

- The count of parcels that make it to the pickup location after
opening, but in the morning the following business day
As per your note below, we don’t have precise opening hours for all
stores and so have assumed an opening time of 9am (which in the data
is represented as having a “ready to collect” scan between 9am and
11:59am).  See the data attached.

- The count of parcels that make it to the pickup location after
opening, but in the afternoon of the following business day
See the data attached.

- The count of parcels that make it to the pickup location the
business day that follows the next business day
See the data attached.

If opening hours are not available or are too complex to handle in
your supplying this data - please assume that opening time is 09:00.

I believe this data will be available to you by way of your parcel
scanning/tracking systems.

Please supply this data in either a CSV or XLSX format.
 
 
 
 
thread::A0QIkzG9epCRmN5muarYfjQ::
 
 

 
 
 
 

--------------- Original Message ---------------
From: B. White [[1][FOI #30980 email]]
Sent: 23/07/2025 9:26 AM
To: [2][New Zealand Post request email]
Subject: Re: NZ Post Case ID: 12887874

Hi again,

It is now over a month since your latest response on this OIA.

Can you please give me an update on the expected completion date?

Yours sincerely,

B. White

-----Original Message-----

Kia Ora B.White,

First and foremost, I want to express my genuine apologies, as the
data we have gathered needs additional reviewing before we can
provide you a response. I have contacted the appropriate team and
asked for confirmation regarding when this will be completed.

You can be confident that I will make every effort to provide you
with a completion date.

Kind regards,

OIA Officer
NZ Post

thread::A0QIkzG9epCRmN5muarYfjQ::

-------------------------------------------------------------------
Please use this email address for all replies to this request:
[3][FOI #30980 email]

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[4]https://urldefense.com/v3/__https://fyi....

If you find this service useful as an Official Information officer, please
ask your web manager to link to us from your organisation's OIA or LGOIMA
page.

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

This email with any attachments is confidential and may be subject to
legal privilege. If it is not intended for you please reply immediately,
destroy it and do not copy, disclose or use it in any way.

References

Visible links
1. mailto:[FOI #30980 email]
2. mailto:[New Zealand Post request email]
3. mailto:[FOI #30980 email]
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hide quoted sections