Australia Post are changing the way in which they track and display notifications when they attempt a delivery, but can’t leave the parcel at the address. Starting on 19th May 2025, they will providing MyPost customers with photo confirmation of an ‘attempted delivery’, which they can access using the AusPost app.

Having taken a lead from customer feedback, where accurate and timely updates are a vital part of the delivery experience, they now capture and share photos to keep parcel receivers informed and give assurance and clarity around deliveries. They do this when:

•  Customers request that they leave a parcel in a safe place, taking a photo to assist the customer in locating the item.
•  They attempt to deliver a parcel but are unable to do so, ensuring the delivery team member takes a photo of the front door of the property.
•  They may also capture a photo if the Post Person identifies a hazard which the delivery team needs to be aware of for future deliveries.

In launching this improvement, Australia Post says that these photos will only be available to receivers using the AusPost app, when they can match the parcel to their MyPost account via their email address or mobile phone number.

The process for parcel delivery remains the same. Posties and drivers are still required to knock three times. As usual, the attempted delivery notifications will advise that a delivery couldn’t be completed, followed by an update when the parcel is ready for collection.

Paper cards will continue to be left for customers who don’t have a MyPost account, or when Australia Post are unable to match the parcel to a MyPost account.

Photos will be archived after 90 days and deleted after three years. Recipients can also opt out of attempted delivery photos at their address by calling AusPost’s Customer Service team. An opt out request for a particular addressee cannot be made by the parcel sender.

What this means for the sender?

Shippers should continue to include the recipient’s mobile number and/or email address when creating an eCommerce shipment. This helps AusPost to easily match the parcel with the recipient’s MyPost account.

AusPost have already notified all MyPost receivers about this change. However, senders may wish to update their customer communications where attempted delivery is mentioned. For example: “If you’re not at home, Australia Post will notify you via the AusPost app, email, or SMS. If your parcel has not been matched to your MyPost account, Australia Post will leave a card.”