Postal Users' Guide (Kapiti) - New Zealand Post

You agree that, where you acquire goods or services for us for the purpose of your business, the provisions of theConsumer Guarantees Act 1993 which would otherwise apply to the supply by us of any of our goods or services toyou, do not apply.6 Making a compensation claimCompensation claims for items posted from overseas must be initiated by the sender with the postal authorityin the country it was sent from. The information below does not apply.All other compensation claims should be lodged with New Zealand Post or CourierPost, depending on theservice used.For all domestic and international postal services (excluding RegisteredPost), the compensationclaim should be lodged with New Zealand Post by:completing the Customer Inquiry Form online at www.nzpost.co.nz/inquiryform; orcalling the New Zealand Post Customer Service Centre on 0800 501 501For all international courier services, the compensation claim should be lodged withNew Zealand Post by:completing the Customer Inquiry Form online at www.nzpost.co.nz/inquiryform; orcalling the New Zealand Post Customer Service Centre on 0800 73 63 53For domestic RegisteredPost and all domestic courier services, the compensation claim shouldbe lodged with CourierPost by calling the CourierPost Customer Service Centre on0800 268 743.We usually pay compensation to the sender, but the sender can waive this right in favour of the addressee. Anaddressee will receive the same amount of compensation as we would have paid to the sender if the sender hadmade the claim themselves.Compensation claims should be made within:seven days of delivery if your claim is for damage or missing contents;14 days of sending if your claim is for non delivery of an item sent using a domestic postal orcourier service;14 days of sending if your claim is for non delivery of an item sent using an international courierservice; or90 days of sending if your claim is for non delivery of an item sent using an international postalservice.When making a compensation claim for loss of, or damage to, a postal or courier item, you must give us thefollowing information:time, date and place of postingsender and addressee detailsproof of posting (receipts or invoices)evidence of value of the item (cost or replacement price (see below), receipts or valuationnotice). We require independent proof of the value of the item and we may not pay youcompensation if you don't provide this. An online auction number is sufficient for thesepurposes.tracking number (where applicable)sender's copy of the Consignment Note or Customs Declaration (where applicable); andGST number (where applicable).If the item is damaged or some of the contents are missing, you must take the item and its packaging (as nearas possible in the same condition as when it was delivered) to your nearest PostShop or New Zealand Postretail outlet. We may keep the item while we make inquiries. In the case of an item sent overseas, theaddressee should take the item to the postal authority in their country.We individually investigate each compensation claim. Because of this, resolution of your case may not beimmediate and some international investigations may take several months to complete.Compensation payments to customers sending second hand goods that have been sold online (e.g. throughonline auction sites) are based on the sale price of the item.Compensation payments to business customers are based on the cost price of the item to the sender, not theretail price of the item.Rather than pay you compensation, we may replace or reinstate the item.If compensation for damage to an item has been paid in full, then we may dispose of the damaged item as wechoose.If we pay you compensation in full for a lost item and the item later turns up, the item will be our property. If youwant to have the item returned to you, you must refund the compensation payment you received in full.PUG 2 (October 2013) Page 8 of 8