NZ Post review: Tracking information deleted by nz post

I am a NZ citizen who posted a parcel home from the UK via Royal Mail on the 16 September. The NZ Post website recorded on the 24 September “ Pending Border Clearance, arrival at the international gateway for unloading and border clearance." The parcel did not move from there and this scan information was not on the Royal Mail tracking system meaning they could not make inquiries.

I eventually lodged a claim with Royal Mail and a few days after that NZ Post removed the tracking notification dated 24 September. I have attempted to get NZ Post to explain but now they say the parcel never reached NZ (a statement they never relayed to me prior to the record being deleted). Noting that tracking updates will not be received by Royal Mail once the item leaves the UK. The statement that it never arrived in NZ is contradictory to the NZ Post website that states “on arrival overseas your status may update to With border agency or Held for clearance”.

I believe this incident requires an internal investigation as tracking information should not be able to be deleted by NZ Post to avoid liability. This could quite easily send a message to NZ Post staff at the border to help themselves to whatever they like as your employer will delete the record and refer the customer to a miserable compensation policy with the overseas carrier. This is most definitely aiding and abetting the potential for theft.

Despite the fact I do not believe this case will be investigated or resolved (given the 0% resolution rate advertised) I still hold a remote hope that someone in NZ Post will actually show an interest and look into a flawed system as the customer service team has done nothing but dance around the issue and refuse to explain why my claim resulted in tracking information being deleted.