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Continued from The Packstation comes to Australia Post or does it?

The day the system went live I had a parcel arrive, both an SMS and email arrived at the same time. The SMS contained the Locker and Access Code along with the collection date, similar to the information in the email which was more verbose.

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Subject: Parcel to collect for Matthew McDonald (C1099) Parcel ID n/a

Hello Matthew

You have a parcel awaiting collection at the Brisbane City Parcel Lockers.

Important: You will need both the locker number and access code with you when collecting your parcel. If you cannot collect it within 2 working days the article will be removed from the Parcel Locker and placed at the over the counter parcel pick up area at the same site for collection between Monday to Friday 7:00AM to 6:00PM, Saturday 10:00AM to 1:30PM.

Kind regards,
Australia Post

Arrived at the post office as a few packages were being loaded, they use the same touch screen but go into a different menu that allows them to scan or manually enter the packages, they entered the locker number (customer number), chose a locker to put the parcel into, that lockers button illuminated and pops open, the parcel is inserted and the button pressed to lock the locker.

There was a guy helping the Australia Post employee load the parcels (I assume from the locker supplier) and he congratulated me for being the first to use the lockers.

You enter the locker number and access code, the locker pops open and the area around the button on the locker illuminates. After you remove the package you close the locker but you have to press the button or the locker does not lock and you don’t receive the notification that your parcel was picked up, I assume there is a timeout as the screen was still displaying my pickup until that button was pressed. The guy mentioned that they will need to put some signage up to let you know that you have to press the button in.

After collection you receive an email and an SMS

Subject: Parcel collected for Matthew McDonald (C1099) Parcel ID n/a

Hello Matthew

Thank you for collecting your parcel from the Brisbane City Parcel Lockers.

We hope you are enjoying the convenience of using an Australia Post Parcel locker.

Kind regards,
Australia Post

For more information go to http://auspost.com.au/parcel-lockers/
Please note that this is an automatically generated email – replies will not be answered
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My second parcel arrived on Monday the 24th of October however I didn’t receive an email and SMS to advise me but a phone call saying the touchscreen was broken and the system was unavailable. My options were pickup from the registered mail counter or wait for the system to be fixed. If they do keep the system they will want to make sure there is at least one other touch screen available so the system can keep working.

There have been a number of malfunctions with the system that I heard about from Australia Post staffers including

• Six touchscreens in the country but only two working at one stage.
• A customer putting his code in to open his locker had all the lockers open.

In February a marketing company contacted me to complete a survey which I did, I found at least some of the questions to be poorly worded and with insufficient options (for example they didn’t take into account that GPO Box holders would want to use this service).

Apart from that there has been zero contact from Australia Post regarding if the box numbers we have been assigned are still continuing.

According to the Australia Post website the locker trial is still running, the Parcel Locker Terms & Condition state that it’s a 3 month trial which can be extended or cancelled at any time.

The Service is being conducted by Us as a trial. It is intended to run for three (3) months but We may decide to change this time period or end the trial at any time. We will advise you by email and SMS when the trial is over. During the trial, the Service will be free for you to use.

However another page on their website now says this is a 12 month extended trial.

Find out how a Parcel Locker can make your life easier by giving it a try – and right now it’s free when you join our extended trial.

• We intend to run the free trial for 12 months. When you register, you agree that we can ask you what you think of the service. Of course you don’t have to respond to our survey, but we are interested in hearing your views.
• We will advise you by email and SMS when the trial is over.

Rumour around the post office is that the trial has been a bit of a failure and Australia Post can’t work out how to charge for the service but are committed to it now. This would explain why the trial has been extended for another 12 months.

I’ve long been interested in the DHL Packstation run by DHL Parcel Germany which provides automated booths for self service collection and dispatch of packages via Deutsche Post and express deliveries from DHL Express Germany. Currently there are nearly 3000 packstations throughout Germany and the DHL goal is that no-one will live more then 10 minutes from a packstation. The manufacturer of the Packstation is an Austrian Company KEBA.

DHL require registration to use the service which is free of charge for private and business, from 2011 you can no longer use the customer number and PIN to access the Packstation but need to use your Goldcard and PIN.

Customers can use any Packstation in Germany, the address format is

Name (Willhelm Schmidt)
Customer Number (85673543)
Packstation and Number (Packstation 111)
Postcode and Town (14109 Berlin)

Not only can you send and received packages from the Packstation businesses can also use them to store parts for service calls. For companies with more then 3000 employees DHL offer in-house Packstations for the use of employees.

Other countries with similar systems include

• Austria with Osterreichische Post running a service called Post.24-Station. KEBA make the booths for them the same as for DHL Packstation.
• Estonia with Smartpost running a service called Delivery Point Solution. There is a booth within15 minutes drive for everyone in Estonia. Their system was self developed.
• Lativa with PostService running a service called Mana pasta stacija (My Post Station). Their system is self developed.

Australia Post recently announced they were going to be setting up and trialling their version of the Packstation which is manufactured by TZ Limited in Brisbane, Sydney and Melbourne.

56 lockers will be deployed at each location initially – a layout of the trial is available on the Australia Post website.

The Australia Post system will use a customised version of the TZ Courier software and the lockers have been custom designed for Australia Post. Each locker has a individual security code that is emailed to the recipient so couriers can drop off deliveries at the locker. At the three trial locations access will be 24/7 to a secure area. The photo above are the lockers being delivered today to the Brisbane GPO.

Unlike the DHL Packstation system the Australia Post system appears to be tied to a location (although the Customer ID may be usable Australia wide like the Packstation?), I registered for the three month free trial and received an address in the format;

Name (Matthew McDonald)
Locker number which is your Customer ID (Parcel locker C1xxx)
Address (261 Queen Street)
City State Postcode  (Brisbane City QLD 4000)

When a parcel arrives you will receive a SMS and email (The SMS can be set to only be sent between 8am and 10pm or 24/7) which contains the locker number and access code and you have 48 hours to collect the parcel.

You can receive any parcels delivered by Australia Post with the exception of

• Letters and standard mail
• Express Post letters
• Parcels requiring ‘proof of identity’ or payment on delivery
• Parcels containing wine or other alcohol
• Parcels larger than our biggest locker, which is 375mm x 600mm x 650mm
• Multi-parcel deliveries; we can only manage one parcel per locker

I’m not sure what they mean by proof of identity parcels, I assume this is where the person has to provide identification and not just a signature on delivery as the Trial information states (similar to the Packstation terms);

• When you register, you agree that delivery of your parcel will not require a signature. Instead, your use of the one-off access code will prove your acceptance (and the delivery of) your parcel.

If you don’t collect within 48 hours or it’s too large you have to collect the parcel as per normal during business hours. More information is available here.

Australia Post offer the following additional services at this stage

Missed deliveries – these can be redirected to your Parcel Locker by using the details on the missed delivery card.

Is there going to be a cost after the three month trial? The Packstation has no charges for using it so I hope Australia Post go down the same path.

Will we start to see DHL Packstation type booths popping up around the country? Hopefully yes.

Continued in Australia Post’s Parcel Locker system in operation

Australia Post unveils ‘post office of the future’

Thursday, 16 June 2011

Australia Post is excited to announce plans for a ‘post office of the future’, an innovative store showcasing a range of new services to offer customers greater access, convenience and choice in the way they transact with Australia Post.

The store will offer a dedicated area for online shopping where online traders can fulfil their postage needs, a travel services zone and a private lounge where customers can complete more complex financial and identity services transactions.

In another first, the store will have a 24/7 zone for customers to pick up parcels, vending machines where customers can buy stamps and packaging products as well as weigh and send parcels at any time that suits them.

Managing Director and CEO, Ahmed Fahour, said that this was the first of many exciting changes to transform Australia Post into a more customer-focused organisation concentrating on eCommerce and trusted services.

“Our retail network is key to our strategy and a critical part in shaping the future of Australia Post – the community is changing and we are changing our stores to meet their needs,” said Mr Fahour.

“Our customers have told us they want more options in how they interact with us, so we will be providing them with greater access, convenience and choice in how they do business with Australia Post.”

The Brisbane GPO has been chosen as the first site for the new store, which was also the location of the first PostShop back in October 1989.

“The Brisbane GPO store will enable us to find out firsthand from customers about what services they use and like, which will help us develop future concept stores across the country,” said Executive General Manager Retail Services, Christine Corbett.

The new store will feature six dedicated zones:

• Online shopping zone for online traders including an eBay corner to dispatch parcels, purchase a range of packaging products and shop online with a range of Australia Post eCommerce partners;
• 24/7 zone with parcel lockers where customers can pick up their parcel at any time, a vending machine with packaging products and a self-service terminal where they can weigh, and post parcels as well as an ATM;
• Financial and identity services section where customers can sit down and go through transactions with staff;
• Travel services zone offering foreign exchange and a range of travel related services;
• Self-service terminals to allow customers to quickly pay a bill or post a parcel within Australia; and
• New spacious counters, divided into dedicated transaction types.

The concept store at Brisbane GPO is expected to be completed by the end of the year.

Australia Post transforms its parcel service to meet online shopping boom

Monday, 10 October 2011

Australian online shoppers and sellers will be the big winners from the most significant changes to Australia Post’s parcel operations in its 200 year history.

Australia Post Managing Director and CEO Ahmed Fahour said Australia Post’s response to the internet shopping boom includes new delivery options such as the ability for customers to collect parcels from an initial 100 extended hours locations across Australia and access parcel lockers 24 hours a day, 7 days a week, with customers receiving email and SMS notifications when their parcel arrives.

“These new measures are additions to existing parcel services and come in response to a 10.9 per cent increase in parcel volumes over the last financial year – a figure which can be directly linked to Australians taking up online shopping in record numbers,” said Mr Fahour.

The new services providing customers with more flexibility and choice include:

Extended hours for parcel collection

The ability for customers to have their parcel delivered to a location of their choice from an initial 100 parcel pick up locations across Australia which offer extended hours with many open weekends.

New 24 hour access electronic parcel lockers will be trialled in Sydney, Melbourne and Brisbane. Customers can collect their items 24 hours a day, 7 days a week and will receive a SMS notification when their parcel is ready for collection.

New parcel lockers for Post Office Box holders in 24 locations nation-wide by the end of November with more to come.

Trial of new self-service machines for domestic parcels and Billpay at five initial retail outlets, with many more to be operating across the country by the end of the financial year.

Competitive pricing and home delivery service

Australia Post/eBay low cost satchels and boxes priced at a low flat rate to anywhere in Australia no matter how remote or far away.

A new international tracked parcel product called ‘Pack and Track international’ which is a significantly cheaper option. This product offers tracked delivery between the United States and Australia with more international destinations to be added in the future and is available online from today and in retail outlets early next year.

To the door carding requiring our drivers to leave a card under the door, rather than the letterbox, to ensure customers who are at home receive their delivery.

Supporting consumers and Australian retailers get online

• 60 upgraded business hubs across Australia focusing on small to medium business activity, with the first to be opened in Mount Waverley (Victoria) in November, and 20 to be launched by the end of 2012.
• Australia Post, in association with our partner Mailplus, is offering free Express Post product pick up for new customers during October and November this year.
• An online label printing service, Click and Send, that makes it simple for customers to send parcels by allowing them to print labels, pay for postage online and organise courier pick up, all from the convenience of home or work.
• Our flagship concept store opening in Brisbane in December, which will have a dedicated online shopping area, 24/7 parcel pick up zone and vending machines with stamps and packaging.
• Helping Australian retailers with their online ordering and payments through our SecurePay business and our Shop In A Box product, which is available online shortly.

“We’re listening to our customers. Australians are receiving more parcels than ever and many of our customers are rarely at home during the day and find it increasingly hard to get to a post office,” said Mr Fahour.

“This is the biggest change Australia Post has ever made in our parcels business since it was set up many decades ago. It will allow us to introduce more services to complement those we continue to offer, such as home delivery and parcel collection at the post office.”

Richard Umbers, Executive General Manager Parcel Services said that while home delivery is still the best option for some people, for others it is more convenient to collect a parcel from a location of their choice which is open for longer hours.

“This year we trialled extended hours and drive-through parcel collection in Sydney and 90 per cent of residents surveyed who took part in the trial told us they wanted the service to continue.

“With our extensive delivery network and the largest retail network in the country, Australia Post is the natural partner for eCommerce in Australia with millions of parcels delivered annually on behalf of online sellers both domestically and internationally.”

These are the initial parcel pick up sites which will operate beyond normal business hours from early next year. Extended hours will be tailored to needs of the local community.

* Initial parcel locker locations.