Making an Inquiry
Our Customer Service Centre can provide assistance if you require information, or are not satisfied with a New Zealand Post product or service.
For a CourierPost product or service inquiry please visit www.courierpost.co.nz or contact 0800 268 7437
To help us with your inquiry we need as much information as possible.
Timeframes
Domestic letter and parcel inquiries may take around 10 working days, while International letter and parcel inquiries may take up to 60 days as we contact the Overseas Postal Authority.
Here are your options to contact us:
Submit an Online Customer Inquiry Form
Please do not complete the Online Inquiry form for missing items that were mailed from overseas.
Let us know if your item is missing, damaged, delayed or missing contents by going straight to our Online Customer Inquiry Form. Upon submitting an Online Customer Inquiry Form a case number will be supplied letting you know that your inquiry has been received. Inquiries are handled within 24 hours of receipt, and a Customer Service Representative will investigate your inquiry and contact you via letter to provide an answer or outline the next course of action.
Submit an Online Question
In the Find Answers section you can find answers to your questions, or submit a question or comment to our Customer Service Centre. Upon submitting an Online Question or comment an automated response will be sent to you, using the email address you have supplied letting you know that your inquiry has been received. Inquiries are handled within 24 hours of receipt, and a Customer Service Representative will then follow up with you via email to provide an answer or outline the next course of action.
Mail
To submit Domestic and International postal inquiries -
Customer Service Centre
New Zealand Post
PO Box 39100
Wellington Mail Centre
Lower Hutt 5045
Phone
We will try to resolve your inquiry or complaint immediately wherever possible. The Customer Service Representative will make a commitment to you and discuss the actions to be taken. If a call back is needed, you will be advised at first contact when this will happen.
To help us monitor the progress of your inquiry we will record the information in our Customer Management system. A case number is generated, a letter is populated and issued at the same time. The case number will be your reference number to use if you choose to follow up the inquiry.
Depending on the nature of your inquiry we obtain assistance from a Delivery Branch, PostShop, or Courier branch to resolve an inquiry.
Local: 0800 501 501
From outside NZ: +64 9 367 9710
For a missing item that have been mailed from overseas, the inquiry is to be made in the country the item was sent from.
The Sender should lodge an inquiry in the country of origin.
New Zealand Post will undertake an investigation once notification from the relevant overseas Postal Authority has been received.