Complaint Resolution Hub
Faster Resolution & Customer Satisfaction
PostieMate's Complaint Management system utilizes GPS-enabled tracking to help drivers quickly resolve issues, locate missing parcels, and enhance communication between customers and administrators. This proactive approach ensures complaints are handled efficiently, reducing delays and improving overall customer satisfaction.
End-to-End Workflow
How Complaint Resolution Works
A seamless, paperless process from complaint receipt to resolution tracking—all automated and logged in one system.
Step 1
Complaint Received
Australian Post receives a customer complaint and forwards it to the system.
Step 2
FOC Uploaded
Supervisor uploads the relevant FOC (Focus of Concern) document to the system.
Step 3
Assign to Driver
Supervisor assigns the complaint to the relevant driver based on route and responsibility.
Step 4
Driver Action
Driver receives the complaint notification, reviews details, and takes appropriate action to resolve the issue.
Step 5
Admin Review & Close
Admin reviews the driver's action, verifies resolution, and closes the complaint after consideration.
Step 6
Complete History & Logs
System automatically tracks and logs all complaint history, actions taken, and resolution details—completely paperless.
Complete Paperless Tracking
Every complaint, action, and resolution is automatically logged and tracked in the system. No paperwork required—maintain full audit trails, compliance records, and historical data with complete transparency and accountability.