Update - 6/8/2020 1.15pm

Level 4 Restrictions in Victoria

Due to Level 4 restrictions, we are experiencing an unprecedented demand for deliveries. There may be some delays, of up to 1-2 days in Melbourne and regional areas. The fastest way to reach us for support is to lodge an enquiry here. We apologise for any inconvenience. 

 

Update - 7/7/2020 8.40am

Greater Melbourne Update

There are restrictions in place for deliveries into the locked down Public Housing Towers in North Melbourne and Richmond. These locations are blocked by police and government authorities. We are working through delivery alternatives into these buildings.

For the remainder of the greater Melbourne area we continue to deliver as we have done since COVID-19 restrictions began at the end of March.

 

Update - 7/04/2020 2:00pm

COVID-19 Frequently Asked Questions

This is an incredibly challenging time for the people, families and businesses of Australia as we all unite to stop the spread of COVID-19. To help provide our customers with more information about how Aramex Australia (formerly Fastway Couriers) is responding, we’ve developed a list of ‘Frequently Asked Questions’. You can see view them here.

 

Update - 27/03/2020 9:40am

Aramex / Fastway continues to deliver

To our valued customers,

Aramex / Fastway continues to remain open for business and delivering for you. During this time of government regulations in response to the coronavirus (COVID-19) pandemic, courier service is essential.

You can be confident we’ll continue to deliver your packages. For your health and safety, we have implemented a new system to enable no-contact deliveries.

If you need to send packages, we're ready to assist. If you’re not yet signed up at myfastway.com.au, please take this opportunity to open an account. It’s quick and easy to use our self-service online customer portal.

We also have a network of more than 850 Parcel Connect outlets nationally providing a convenient drop-off and collection point for parcels.

 

Service Update

Our Courier Franchisees are working hard to keep parcels moving and at this stage there has been no significant impact on local service times. In some regions, there may be slight delays of up to 1 day.

For parcels coming from overseas and delivering in to Australia, there may be delays. We are working closely with our partner airlines to move items as quickly as possible.

As a number of Australian states (SA, WA, NT, QLD) have effectively closed their borders to interstate visitors, please be assured there is no issue moving freight within our national network.

 

How to contact us

As a result of the current situation, we are experiencing higher than normal enquiries. We are scaling up our support staff by redeploying resources wherever possible, however the coronavirus situation is placing unprecedented demand on our Regional Franchise network. Please be patient as we do our best to respond quickly.

A number of simple changes have been made to the Fastway website this week to enable you to navigate quickly and easily to lodge an online enquiry. The best way to reach a Customer Service representative is to lodge a Zendesk enquiry via our website at fastway.com.au.

For updates on our response to the coronavirus (COVID-19) situation, and for updated service announcements please go to fastway.com.au.

We’re all in this together.

Thank you, the Aramex / Fastway team

 

Update - 27/03/2020 9:30am

Conditions of Carriage update

Please note, clause 26.2 has been added to our Conditions of Carriage.

You can see view them here.

 

Update - 16/03/2020 10:00am

With the Coronavirus situation continuing to deteriorate, we wanted to update you on the steps we are taking around risk mitigation and maintaining business as usual to support our customers.

What we're doing

At Aramex, our top priority is the health of our people, our customers and their families.

In line with advise from the Federal Health Department, we are taking the following steps:

Helping with prevention

  • Scanners are being thoroughly cleaned with sanitizer throughout the day and we have implemented a policy of checking the temperature of all couriers, drivers and employees on arrival at the depot each day.
  • We have advised that anyone who has symptoms of the virus must not come to the depot or office, and must seek the advice of a GP immediately.
  • We have also introduced steps in our depots to help minimise the risk of infection including additional daily cleaning, as well as providing courier franchisees, drivers and employees with additional hygiene products, support and advice.
  • Our workforce has adopted the practice of working in separated, individual spaces as much as is practical.

Flexibility for customers

  • We have temporarily updated our delivery protocol to respect the choice of receivers who do not want to sign for packages by touching scanners. In these instances, the package will be processed as an Authority to Leave delivery, and a photo will be taken of the item at the door.

Reliable service

  • A pandemic is a time of uncertainty, but at Aramex we are focussed on delivering a reliable service to your customers. Every measure within our control is being taken to ensure there is no impact on service levels or package delivery. If this changes, we will update you as soon as possible.

We are monitoring the situation closely and will continue to be guided by information and directives from the World Health Organisation, the Federal Health Department and state health authorities.

If you have any questions or concerns, please contact your local Regional Franchise.

 

 

© Aramex (Australia)