Australia’s top 20 most complained about businesses

Popularity of online shopping sees delivery companies complained about most.

Australia Post on the nose

The continually increasing popularity of online shopping is most likely behind companies responsible for delivery among the most complained about businesses in Australia.

New research from Australia Post reveals that the total online spend in 2018 topped $27.5 billion, a 24 per cent increase for the year.

Given this surge in popularity, perhaps it is not surprising that Fastway Couriers, Australia Post and Couriers Please take out the top three slots on a newly published list of companies that have been most complained about in Australia.

Social media is rife with people complaining delivery drivers are purposely not delivering packages.

Data compiled in May 2019 from the global online complaints website Unrecommend.com shows there were 45,352 complaints made about the top 20 Australian businesses on their website. The worst three offenders generated 11,432 individual complaints.

There are many comments on the official Australia Post Facebook page claiming that posties are leaving ‘sorry we missed you’ cards without actually checking to see if someone is home.

People who have waited at home all day purely to make sure they receive their package have been left furious after finding the note in their letterbox and being forced to go and collect their delivery.

Telecommunications companies, particularly those providing broadband services and insurance companies, also feature heavily in the top 20 list.

Harvey Norman was the fourth most complained about company with 3157 complaints and iiNet was the fifth most complained about company with 3047.

Unrecommend.com chief executive Jim Hardy said the raw data doesn’t necessarily paint the whole picture.

“Often the most complained about businesses are simply the companies facilitating the most transactions in the market. So, while the aggregate number of complaints is the highest, only a fraction of all customers experience problems,” Mr Hardy said.

The full list of the top 20 most complained about businesses in Australia is:
1. Fastway: 4202 complaints
2. Australia Post: 3754
3. Couriers Please: 3476
4. Harvey Norman: 3157
5. iiNet: 3047
6. Star Track: 2867
7. TPG Broadband: 2688
8. Belong Broadband: 2347
9. Toll Priority: 2233
10. Coles Car Insurance: 2142
11. Dodo BroadBand: 2347
12. Optus Broadband: 1178
13. Youi Car Insurance: 1724
14. Optus Mobile: 1717
15. Kogan.com: 1692
16. Android Enjoyed: 1684
17. Bigpond Telstra Broadband: 1669
18. Ozsale: 1629
19. Budget Direct Car Insurance: 1582
20. TNT Australia: 1576

Have you complained about a company recently? Which one? Which company frustrates you most?

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    COMMENTS

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    sunny
    5th Jun 2019
    10:05am
    I cannot believe the top three.
    1. Are you in the shower?
    2. Are you down the garden?
    3. In a deep conversation on the phone?
    4. Still fast asleep?
    5. Not wearing your hearing aids?
    6. Are you sitting comfortably in your chair facing the driveway for 8 hrs straight?
    There are worse government departments I could mention, but they're not a business are they?
    KSS
    5th Jun 2019
    12:30pm
    You have obviously never actually watched the Australia Post person get out of their truck go directly to the postbox and put the card in, get back in their truck and drive off having made absolutely no attempt to actually deliver the item.

    They do this all the time. Add to that I can get a parcel delivered in about 3-4 days from either the UK or the USA and can't get anything delivered by Australia Post from the next suburb in less than a week! And that includes simple letter mail.
    Hawkeye
    5th Jun 2019
    1:09pm
    No sunny.

    - I received an early morning email from AusPost that my parcel would be delivered that day.
    - So I cancelled an outing to await my delivery.
    - I parked myself in the loungeroom (approx 3 metres away from the worlds loudest door bell) awaiting my delivery the whole time until....
    - I got another email mid-morning telling me it had been delivered!!!!
    - After a search of the front yard, no parcel, but found a card in the letterbox.
    - Got the car out and took card to local PO as instructed, to collect parcel.
    - Parcel not at PO.
    - Informed by PO that postie must still have it with him, and to come back later.
    - Went back to PO later and finally got my parcel.

    So, because the postie was too lazy to get off his bike and walk a couple of metres to my front door, I wasted a day of my life and made 2 trips to the PO to collect a parcel that I had paid extra to be delivered personally and signed for.

    AND, SO FAR, THIS IS THE THIRD TIME SIMILAR EPISODES HAVE OCCURRED!!!!
    Sceptic
    5th Jun 2019
    2:04pm
    I live in country Victoria, and the delivery drivers from couriers and Aust Post are excellent. Even to next day deliveries from capital city senders. I am sure that it has nothing to do with the CCTV cameras that I have as I do not think that they notice them. Couriers that I have given permission to leave at the front door take photos of their drop (captured on the CCTV).
    Troubadour
    5th Jun 2019
    2:16pm
    Yes Hawkeye I can vouch for this too - on more than one occasion.
    Like you had been home and waiting for parcel, no one came to the door -
    later saw the card in the mail box and waited the 2 hours it said before going to PO - still no parcel,could not get it until the next day.
    Also had a card pushed into the fly wire on one occasion and we were home.
    jackie
    5th Jun 2019
    2:39pm
    Hawkeye, I once caught a lazy postie put mail into my letterbox posted to another address. I immediately pulled him up about it. He had the gall to tell me off. I reminded him that it was not my job to deliver it to the correct address and if I reported the matter he would be without a job. He never lasted long.
    GeorgeM
    5th Jun 2019
    8:31pm
    Sounds so familiar, Hawkeye - that looks like standard procedure for Australia Post!
    Sconny
    5th Jun 2019
    10:24am
    Having lived on the mainland in Qld and NSW and currently in Tas., my local Coles store has to be the worst shopper Unfriendly store in the country. Unsmiling uncaring indifferent staff (if you can find one) unsafe work practices i.e. shelf stacking at peak times or anytime. In Dec. 2018 I got fed up and lodged a complaint online when I was charged twice for an item when only 12 items were in my basket..still waiting feedback on that...ALDI please open up a few stores in Tassie
    Tood
    5th Jun 2019
    11:02am
    Australia post
    GeorgeM
    5th Jun 2019
    8:30pm
    Absolutely, Australia Post should be No. 1. Actually, Star Track delivers for Australia Post, hence if you combine them, Australia Post complaints would be 6621 - easily the No.1.
    Old Man
    5th Jun 2019
    11:08am
    When we send parcels we use a company called Sendle which uses Couriers Please. I'm not sure if it uses this carrier exclusively but our experience with Sendle is very pleasing. It's done online, they produce a label for the parcel, the carrier picks up from the home, the parcel can be tracked online, is about half the price of Australia Post and delivers the next day.

    I must admit that our use of Sendle is limited to a few times so maybe it's unfair to judge on such a small usage. All of the parcels we have sent have been addressed interstate and have arrived intact. As to parcels not being delivered, Australia Post gets my vote. My wife was out shopping and had taken our car. The Australia Post delivery person stopped in front of our house, looked up the driveway and left a note in the letterbox saying that the parcel could be collected at the nearest Post Office as nobody was home.
    OlderandWiser
    5th Jun 2019
    11:18am
    If government departments were combined into the same bucket as businesses then Centrelink & other government departments would run away with the top awards of complaints.
    Harvey Norman at 4 actually worse than Kogan at 15, pick your game up Gerry, You complained & campaigned to get the GST on all overseas purchases introduced.
    in2sunset
    5th Jun 2019
    3:45pm
    Agree SFR - my dealings with Centrelink, both for myself and an elderly aunt I am the nominee for - can only be described as appalling. Their total lack of knowing their job stuns me. I had to give figures to a staff member explaining the Work Bonus Scheme, and this person had been with CL for 22 years. My elderly aunt does not do anything via computer - yet she gets an SMS message saying their is correspondence for her in her MyGov account. Go in to their office, and they tell me that is a computer generated message.
    Losing paperwork, asking for paperwork over and over.
    I also object to their phone system. If they need to ring you, the number is not shown. Just says private. Neither my aunt or I will answer any call without the number being identified. Then if you DO answer it, WE have to identify ourselves before they will identify where they are calling from! I ALWAYS want to know who has rung me - if I ask "may I ask who is calling?" - I was told they will not advise where they are from, until we give our full name! NO. If this is a SPAM phone call, I am not going to give them my name until I know who is calling. Because - if it is a fake caller - they can call back, be all nice and cheery and say my name, as though they know me. Also - CL will only ring ONCE. They will not leave a message, and if you don't answer, they will not ring back again. So in other words, we have to sit here answering every call, to suit them.
    CL is an absolute pain.
    jackie
    5th Jun 2019
    12:04pm
    I had that experience with Fastway. Their deliveries are always late, I have a very loud doorbell and was waiting all day for delivery only to find the card in my letterbox. Australia Post keeps track of their deliveries. I regularly receive surveys from them with regard to my recent experience. Belong broadband is the best I have ever had and Kogan.com has good bargains and provides good deliveries.
    Paddington
    5th Jun 2019
    12:09pm
    It might be down to the actual driver for Australia Post because we have never had any trouble. He knows us and gives us time to get to the door by bimping when he gets to us. We get messages saying when they are coming and when they have delivered the package. He is polite and friendly and knows his run. He has been doing this run for a good while as well.
    We might be just lucky but have few complaints about anybody!
    Sceptic
    5th Jun 2019
    2:07pm
    Forgot to mention in an earlier post, that we get texts informing us of the impending delivery and asking for a reply 1,2 or 3, to say if we will be in, can it be left, should it be picked up at the Post Office.
    KSS
    5th Jun 2019
    12:34pm
    The problem with Harvey Norman is that each outlet is in fact a franchise and therefore independent of all other shops of the same name. When complaints are made they all go under the same business name so there is no way to know which branch is the real culprit.

    Having said that, the common theme is that the sales people don't know their products, argue over refunds and exchanges and are comparatively expensive anyway.
    hyacinth
    5th Jun 2019
    3:26pm
    I had a complaint with Noni B and emailed their Customer Care in February I received a number for the complaint and told that they were very busy to contact me but would do so in due course. In March I emailed again and was given a second number ,,,same wording as previously . In May I wrote and complained about their lack of customer care this time no answer. Still waiting. My complaint to me was quite a reasonable one I purchased a dress costing $250 it was rolled up and I was given it to put in my basket. I was astounded and remarked that I had treated the garment with care when trying it on as requested on the label and I could not believe that it had not been wrapped properly. I was told that a customer had to ask for tissue paper to wrap clothes. At that price I expect tissue paper, a paper bag and for a salesperson to know how to fold a garment properly.
    hyacinth
    5th Jun 2019
    3:26pm
    I had a complaint with Noni B and emailed their Customer Care in February I received a number for the complaint and told that they were very busy to contact me but would do so in due course. In March I emailed again and was given a second number ,,,same wording as previously . In May I wrote and complained about their lack of customer care this time no answer. Still waiting. My complaint to me was quite a reasonable one I purchased a dress costing $250 it was rolled up and I was given it to put in my basket. I was astounded and remarked that I had treated the garment with care when trying it on as requested on the label and I could not believe that it had not been wrapped properly. I was told that a customer had to ask for tissue paper to wrap clothes. At that price I expect tissue paper, a paper bag and for a salesperson to know how to fold a garment properly.
    in2sunset
    5th Jun 2019
    3:36pm
    Not surprised Australia Post mentioned. I have had nothing but problems with them this year.
    (1) I paid to send an envelope, and paid for proof of signature required. This was legal papers. They did NOT get the signed card. As papers were originals, and photocopies were not acceptable, we had to go though months of getting replacement documents.
    (2) I recently purchased some items - specified and paid to have item signed for. Had not arrived within the 2 weeks delivery estimate. Made a complaint to supplier, and tracking showed it was 'stuck' at my local post office. Went down to the post office - and that day they had returned the item to the supplier as I had not collected it. BUT - they had forgotten to give me a card telling me to go to PO to collect. So instead of getting item with 3 days, took 4 weeks. In the meantime, I had to go out and buy item elsewhere.
    Australia post excuse and dealing was appalling. They really do not care.
    inextratime
    5th Jun 2019
    3:59pm
    We waited indoors all day for a parcel from Fastway. No sign of a courier or a parcel. However on inquiry we were advised that no-one was home and that the parcel could be collected from a news agency 3 kilometres away. After further contact the couriers said they would redeliver. They didn't and eventually we picked it up at the newsagency. Service, what service ?
    inextratime
    5th Jun 2019
    3:59pm
    We waited indoors all day for a parcel from Fastway. No sign of a courier or a parcel. However on inquiry we were advised that no-one was home and that the parcel could be collected from a news agency 3 kilometres away. After further contact the couriers said they would redeliver. They didn't and eventually we picked it up at the newsagency. Service, what service ?

    5th Jun 2019
    6:30pm
    The strong presence of the major telcos shows that a Royal Commission is needed into that whole industry sector. Ditto couriers.
    disillusioned
    5th Jun 2019
    9:44pm
    I recently had an issue with Aust. Post re a registered parcel from overseas that was returned to the sender due to a problem with an incorrect address, even though there was a tracking number and my email and mobile phone number were on the address label. The staff at my local PO were helpful, but there was little they could do, so I emailled Aust Post several times and got several different answers. I then put in a complaint to the Ombudsman, who actually rang me from Canberra about the issue. The delivery was re-sent by the overseas company, and this time I had people at Aust Post bending over backwards to help me, especially one young woman, who had the tracking number and shepherded it for me right through the process until it was delivered to my local PO where I could pick it up. I was very grateful for the extra assistance!
    disillusioned
    5th Jun 2019
    9:49pm
    I should point out that the address wasn't completely incorrect, but the style of address on the label was European rather than our Australian way of address.
    catsahoy
    9th Jun 2019
    10:01pm
    i buy a lot from E,BAY, and find the post fantastic, [usualy comes before i expect it,] the postie here is very good and always calls out to me, to lknow he is there, NOT so with mail sent, i have a mail box on the next corner, supposed to be empied at 5.30 each day, ANY mail posted from there is lucky to get to its destination within 3/4 weeks, last time i posted from there, a birthday card that should have arrived on time, was 4 weeks late, have never dealt with HARVEY NORMAN, but i do order from J,B,HI FI, ALWAYS get next day delivery, they are fantastic to deal with,
    moama jock
    11th Jun 2019
    6:09pm
    star track by a mile then telstra broadband and sky chanel (four faulty set top boxes in 15 months all replaced no compensation for being without services for 8 and 10 days @$99 per month.Two appointments to fix but no serviceman arrives for 8am to5pm appointment


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