New Zealand Post did not act earlier on customer complaints
of missing mail in Queenstown's Fernhill area because they
had not reached an alarming level.
From January 2010 the company had received 101 complaints
from customers not receiving mail, but numbers were still at
an "organic background level" up to August this year, media
communications manager Michael Tull said.
A 32-year-old Queenstown woman, contracted by NZ Post, was
arrested on Friday by police after they were notified by the
company of concerns over undelivered mail to the Fernhill
She will appear at the Queenstown District Court on Monday on
one charge of theft by a person in a special relationship.
Mr Tull said while there had been two complaints a month on
average this year, it was not until August when NZ Post
noticed a "spike" in numbers and launched an investigation by
its national security team.
Before this, the company had launched an internal
investigation with the Queenstown branch, which did not
"unearth any apparent causes".
Mr Tull accepted the public would raise questions over the
complaints-handling procedure and the time it had taken to
reach an outcome.
An "experienced postie" would deliver mail to Fernhill this
week and four staff members would be sorting through
undelivered mail with police and returning "undisturbed"
envelopes and parcels to their rightful owners early next
week, with apologies.
All other mail would be used by police as court evidence. Mr
Tull encouraged any customers who felt they had been
disadvantaged by late mail to call NZ post on 0800 501-501.