Transcript of Investigation and Complaint including Actions

David C made this Official Information request to New Zealand Post Limited

The request was successful.

From: David C

Dear New Zealand Post Limited,
As in my multiple emails and phone calls to your customer care section I would like a full copy of the conversations, emails and actions taken in response to my linked complaints.
these are NZ Post Case ID: 02291953 Track & Trace Number: CO278581595NZ

Yours faithfully,
David Chapman

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From: Oia Officer
New Zealand Post Limited

Hi David

I acknowledge receipt of your official information request dated 2 April 2019. We will endeavour to respond to your request as soon as possible and in any event no later than 3 May, being 20 working days after the day your request was received. If we are unable to respond to your request by then, we will notify you of an extension of that timeframe.

OIA Officer

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David C left an annotation ()

reply received

Oia Officer <>
Thu, Apr 18, 12:30 PM
to me

Dear Mr Chapman,

We write in reference to your request made under the Official Information Act 1982 (the 'Act') on 2 April 2019. You have asked for: "a full copy of the conversations, emails and actions taken in response to my linked complaints these are NZ Post Case ID: 02291953 Track & Trace Number: CO278581595NZ."

Please find attached your enquiry notes from our National Contact Centre systems. Please note that it is our policy to redact any names of individuals under section 9(2)(a) of the Act, to protect the privacy of individuals.

We have also attached the audio files of your phone calls. Please note that while the majority of calls to our National Contact Centre are recorded, we do not have 100% call recording. As such, we are unable to guarantee that this is a complete record of all calls made.

You may note that there are pages missing from enquiry 02291953, specifically pages 8 and 9. These have been removed as notes were placed in your enquiry incorrectly, which did not relate to you or the investigation of your parcel.

We have also taken the liberty of reviewing your enquiry, as it appears there are a number of things that we could, and should, have done differently in attempting to resolve this matter for you. We understand that your parcel, CO278581595NZ, was regrettably delivered to an incorrect address on 7 February. You contacted us the same day and an investigation was opened. This investigation confirmed the location of your parcel, which the courier then retrieved and delivered correctly to your address on 12 February. We do acknowledge that this investigation took longer than we would have expected, and caused you a great deal of inconvenience. For this we sincerely apologise.

This matter was then further exacerbated by the erroneous delivery to you of Mr Lee's parcel. We understand that you have had concerns about this courier driver's performance in the past. As an aside, we wish to thank you for taking the time to contact Mr Lee so that he was able to collect his parcel safely.

A formal complaint was then lodged regarding these two misdeliveries with the Fleet Manager. We would expect that the Fleet Manager would investigate, speak with the courier, and then contact you to advise what steps are being taken to address the matter.

Regrettably this did not occur, as the complaint was lodged with the incorrect department. We acknowledge this should not be your concern, and our internal processes should have ensured that your complaint was forwarded to the relevant manager. Please be assured this has been raised with our team, as it meant that your case was closed incorrectly and that you needed to contact us again to request the matter be addressed.

On 27 February, we understand you requested to speak with a supervisor at our National Contact Centre. When our Customer Service Representative attempted to transfer your phone call to a Team Leader, we regret the call was inadvertently disconnected. Unfortunately, a phone number had not been recorded in your enquiry. As such, the Team Leader was unable to return your phone call. However, your case was reopened and forwarded to the correct manager. The Fleet Manager has discussed these service failures with the courier, and the courier has committed to ensuring that he is more vigilant in future. These incidents have also been formally noted on his file.

We agree that it should not have taken this long to provide you with a resolution and that you shouldn't have had to follow this up with us to obtain a response. On behalf of New Zealand Post, I unreservedly apologise for the frustration and inconvenience this has caused. We have raised your concerns internally and have asked that processes are reviewed as appropriate, to prevent any repeat of your experience.

Please note that you have the right to complain to the Ombudsman about any aspect of New Zealand Post's response to your request.

Kind regards

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