Receiving mail 

I have a ‘No Junk Mail’ sign on my letterbox but keep getting junk mail. What can I do?

You can call the Mailbox Helpline on 0800 111 081run by the New Zealand Marketing Association. You’ll need to tell them exactly what has been delivered to you, as this helps them work out which distributor is responsible. This covers the major distribution services, but there may be small distributors who don’t abide by it.

How do I avoid receiving any unrequested marketing mail in my letterbox?

If you are sick of receiving personally addressed marketing mail then you can register on the ‘Do not mail’ register run by the New Zealand Marketing Association. This register will help cut down the amount of personally addressed junk mail that you get, but again it doesn’t cover all marketing companies.  Each person is listed individually, so other people in your household might need to sign up as well.

To stop receiving general junk mail (e.g. advertising circulars), try displaying a ‘No Junk Mail’ sign on your mailbox. You'll find stickers with similar messages at many hardware stores.

If you wish to stop receiving community newspapers, you can contact the newspaper's office directly.

What should I do if I get a scam letter? Should I report it to anyone?

If you get a scam letter then you should report it to the Government’s Scamwatch service as soon as you can to help protect others.

I’m going on holiday for a few months but don’t want my mail to pile up. What are my options?

Many people ask a friend or neighbour they can trust to drop by and pick up their mail every day or two. If this is not an option for you then New Zealand Post can hold your mail for a small fee. For more information on this service visit the New Zealand Post website.

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I haven’t received a courier parcel I’m expecting, what can I do?

The first thing to do is to contact the sender and see if they have a tracking number which you can use to try and track down the parcel. You should be able to find out whether it is still in transit, for example, or whether it has been delivered as far as the courier company is concerned.

You might be covered by the Consumer Guarantees Act for the late or non-delivery if: 

  • the parcel you’ve been expecting is something you’ve bought from a New Zealand based business or trader, and 
  • you bought it on or after 17 June 2014, and
  • the seller had arranged for delivery.

In this instance the seller is responsible for ensuring that the goods they sold to you arrive on time and in a good condition, so you should contact the seller and get them to follow-up what has happened to your parcel. If it has been lost or damaged then they are responsible for making it right, e.g. replacing the goods or refunding you. More about this is on our Moving goods around page.

If your situation is not covered by the Consumer Guarantees Act as above, then your next step is to contact the courier company directly. They should have a clear process for dealing with lost, mis-delivered or damaged goods. You will normally need to provide as many details as possible including the sender and recipients address as well as the tracking number.

Most couriers carry goods with ‘limited liability’ meaning that they are liable for up to $1500 worth of loss or damage for each parcel. The courier company has obligations under the Consumer Guarantees Act to provide their service with reasonable care and skill, so they are required to provide compensation if they have lost your parcel. More about this is on our Moving goods around page.

My brother sent me some cash, via standard post, and I never received it. Am I entitled to compensation from NZ Post?

No, sending cash by NZ Post is a prohibited item, which means that NZ Post will not accept liability for it.

In general NZ Post does not offer compensation for letters or postcards posted for 80 cents or less.