Whether you opted into Safe Drop or a courier simply decided to use it anyway makes all the difference to who bears the loss if your parcel disappears.
The Two Scenarios, and Why They Land Differently
Safe Drop lets couriers — Australia Post, Aramex, DPD, Toll, and others — leave a parcel in a location considered "safe" on your property without requiring a signature. Whether this satisfies the delivery guarantee under Sections 56/60 of the Australian Consumer Law (ACL) turns almost entirely on one question: did you actually authorize it?
- No express authorization: if you never selected Safe Drop at checkout or in the courier's app, and the courier leaves it on the porch, doormat, or a communal area anyway, the seller has not fulfilled the delivery guarantee. Risk of theft or loss sits entirely with the business.
- Express authorization (opt-in): if you explicitly agreed to Safe Drop terms for that delivery, and the courier left it in the specific location you indicated, delivery is generally considered legally complete — risk of theft transfers to you at that point.
A Photo Doesn't Automatically Close the Case
Even where Safe Drop was requested, the ACCC's position is that a courier leaving a parcel somewhere clearly visible from the street — on top of an exterior letterbox, on an exposed step — despite a "safe place" request, can constitute negligent handling. In that scenario, the retailer remains responsible for a refund or replacement, since the courier's execution failed to meet the standard implied by the request itself, even though Safe Drop was technically authorized.
You Don't Have Standing Against the Courier Directly
Regardless of which scenario applies, an Australian consumer generally has no direct contract with the courier the retailer engaged — any dispute over a missing parcel needs to be pursued against the seller, not the delivery company, since your contract was always with the seller.
What to Check
- Confirm whether you actually selected Safe Drop for this specific order — check your order confirmation and the courier's tracking portal.
- If you never opted in, state this explicitly when raising the issue — don't let the retailer assume consent that was never given.
- Even if you did opt in, check the delivery photo (if provided) for whether the location used was genuinely discreet, or exposed to public view despite your request.
- Direct your claim to the seller, not the courier — you have no direct standing against the delivery company.
- Request a refund or replacement citing the relevant ACL delivery guarantee provisions.
Related Kibbo Tools
Sources
- ACCC — Not receiving products or services that are paid for. accc.gov.au
- CHOICE — Do you actually need shipping protection when shopping online? choice.com.au