A small business owner has launched a scathing attack on Australia Post, branding its shipping charges as "absolutely ludicrous" after being billed $75 to send a single pair of shoes to a customer. Samantha Kemp, proprietor of the Sare Store, expressed her fury after the postal service charged her based on the parcel's cubic weight rather than its actual weight.
Outrage Over Cubic Weight Calculation
Ms Kemp detailed her experience on Instagram, revealing that she entered the exact weight and dimensions for the 3kg parcel, only to be charged as if it weighed 12kg. "We entered the weight and exact length, width and height, and yet we were charged $75 for sending a pair of shoes," she stated. "How does a 3kg parcel suddenly become 12kg? Right now it feels like small businesses are being absolutely smashed with postage adjustments."
Financial Impact on Small Enterprises
The boutique owner emphasised the severe financial strain, noting, "I have actually lost money selling a pair of shoes. Go figure." She also reported receiving underpaid fines, with Australia Post automatically charging her credit card. "They just charged my credit card anyway," Ms Kemp added, demanding accountability from the postal service.
Widespread Complaints from Online Retailers
Many Australian small business owners echoed similar grievances, claiming exorbitant postage fees are crippling their online operations. One respondent commented, "Yessss, we have this happen a lot!" while another said, "Our shipping costs are through the roof." A third shared, "I contested one and thought I had crystal clear evidence but it got knocked back. They are robbing us."
Australia Post's Pricing Policy Explained
According to Australia Post's official website, cubic weight is a method of calculating package weight based on size rather than actual mass. The service typically uses the greater of a package's cubic weight or actual weight to determine charges. "Australia Post will assess charges according to their actual weight or cubed weight equivalent, whichever is greater," the postal service states. This approach accounts for the space a parcel occupies in transport vehicles, not just its weight.
Official Response and Recommendations
In a statement to the Daily Mail, Australia Post defended its practices, noting it successfully processes hundreds of millions of parcels annually. The organisation advised small business customers using non-Australia Post packaging to meticulously measure parcels and input exact dimensions. "Items should also be packed firmly to avoid them changing size and shape in transit which can cause them to be detected differently by scanning machines," the statement read.
Accurate dimensions are crucial for postage calculation, as they determine the transport space required. Regarding Ms Kemp's case, Australia Post confirmed, "With this specific case, we have reached out to the customer to offer assistance." The postal service also highlighted its team of small business specialists, urging customers to contact them via 13 POST for support.
The incident has ignited a broader debate about the sustainability of online retail in Australia, with many entrepreneurs calling for more transparent and fair shipping policies to protect small businesses from financial hardship.
