What is it?

If you have a question about an item you have sent, you can enquire at your convenience online through our website.

Why use it?

The process can be much faster than phoning and you can do it at a time that is convenient for you. We aim to get back to you within 60 minutes; outside work hours, we will respond to you the next working day.

What do you need?

Before you start you will need:

  • A valid ticket or consignment number
  • The item must have been picked up and scanned by a courier

How it works

First you must use our online Track and Trace tool to show the progress of your item. Once the pickup scan for your item is available in the system, you will then be given the option to lodge an online query.

You can use this tool to track Courier Tickets / Packs, Charge Labels, Customer Printed Labels, Contract Bags or Bar Codes. Follow these simple steps:

  1. Track your item as usual using Track and Trace.
  2. On the results page there is blue underlined text, Lodge Customer Query. Click on this link to go to the Lodge a Query form.

(See references in image on right)(See references in image below)


  1. Complete the query form then click on the Submit Request button at the bottom of the page.
  2. You will have a choice on how you wish to be responded to  - if no option is selected, you will receive a response by email.