Australia Post's extra postage charges strain small businesses nationwide

Across the country, small retailers are confronting unexpected “underpaid postage” bills from Australia Post after parcels are delivered, claiming the automated scanning system miscalculates size or weight. The charges, which must be settled before any new parcels can be sent, are described as financially crippling by owners such as Sam Kemp and Emma Kenney, who say the fees can wipe out an entire profit on a single shipment.

While Australia Post asserts its technology is highly accurate and regularly verified, a Melbourne University consumer-protection expert cautions that unwarranted fees could breach contract or amount to misleading conduct. Some businesses have successfully disputed fees, receiving refunds after the postal service acknowledged scanning errors. Sam Kemp has filed a complaint with the Commonwealth Ombudsman, which notes that such complaints represent less than 0.5 % of its total filings and has not opened a systemic investigation.