Terms and Conditions

My Parcel Locker 
Last Updated: September, 2026

 

1  About these terms

My Parcel Locker Pty Ltd, ABN: 90 614 138 546, (“we”, “us”, “MPL” or “our”) designs, installs and manages electronic parcel locker systems for residential buildings, student accommodation, commercial buildings, libraries and retailers across Australia, and provides the My Parcel Locker Resident App that residents use to manage deliveries and locker access.

These terms explain how people may use parcel lockers operated by My Parcel Locker Pty Ltd, ABN 90 614 138 546 (MPL, we, us). They apply to residents and other recipients, and to anyone who deposits or collects an item using a participating locker. A building or site may also have reasonable access and safety rules. Separate arrangements with a building, retailer or delivery provider may apply to that organisation.

By registering for an account or using a participating locker, you agree to these terms. Where a site arranges registration on your behalf, we will make these terms available to you; registration by a site does not, by itself, mean that you have agreed to pay a charge. If you do not wish to receive parcels at a participating locker, you can ask us to opt you out as described in section 12.

2  Registration and account details

Some sites require you to register through our mplocker.com website or the My Parcel Locker Resident App. At other sites, an authorised site representative may arrange registration or verification for you. The steps and features available depend on the site.

Please provide accurate contact and delivery details, keep them up to date, and follow any reasonable verification steps. Incorrect or outdated details may prevent us from matching a delivery, sending a notification or providing access. Contact Support if you believe an account or delivery has been linked to the wrong person or address.

3  Deliveries and notifications

An authorised courier or other permitted depositor may place an item in an available, suitable compartment. We cannot guarantee that every parcel will be accepted: acceptance may depend on the item, compartment availability, site access and the delivery provider’s own requirements. MPL provides the locker service; the sender and delivery provider remain responsible for their own sale, carriage and delivery obligations.

When our system records a deposit, we will use the contact information available to send a collection notice by one or more supported channels, such as SMS, email or an app notification. A delivery or collection record may help establish what happened, but it is not conclusive if there is a genuine dispute. Contact us promptly if you receive a notice for an item that is not yours, cannot access a locker or believe a delivery record is incorrect.

4  Collecting an item and access credentials

Follow the instructions shown on the locker and in your collection notice. Keep access codes, QR codes, passwords and other credentials secure. You may arrange for someone you trust to collect an item on your behalf by sharing a collection credential, if the feature allows it; you remain responsible for deciding whom to authorise. Tell Support promptly if a credential is lost, sent to the wrong person or used without your permission.

Please close the locker door securely after use and report an empty compartment, damaged door or other problem as soon as you can. A record showing use of a valid credential will be considered as part of an investigation; it does not prevent you from raising a concern.

5  Free collection periods and charges

The free collection period, if any, is set for each site by its building management, body corporate or owners corporation, not by My Parcel Locker. Questions about the period set for your site should be directed to your building management. If you believe a charge has been applied incorrectly, please contact us.

Some sites have no storage charge. Where a charge applies, we will make the free period, charge and payment method available in the relevant site or service information before you incur the charge. Charges may apply for each period, or part of a period, that an item remains uncollected after the free period, as disclosed for your site.

Some sites allow the purchase of Storage Day Passes or other prepaid credit. The price, use conditions and any expiry terms will be displayed before purchase. If you think a charge is wrong, contact Support. We will review it and provide a refund or other remedy where required by law, or otherwise where we decide a correction is appropriate.

6  Items that cannot be deposited

Only couriers, building staff and verified delivery agents may deposit items in the lockers.

Do not arrange for the delivery of unlawful, hazardous, explosive, flammable, leaking or live items, or anything likely to damage a locker or put a person at risk. Items requiring refrigeration or special handling may be deposited only in a locker service expressly designed and approved for them, such as a refrigerated locker for food.

If an item appears unsafe, unsuitable or incorrectly deposited, we may take reasonable steps to secure it, contact the relevant parties, arrange its removal or seek assistance from the appropriate authorities. We will act reasonably in the circumstances and comply with applicable law.

7  Uncollected and undeliverable items

Please collect items within the period advised for your site. If an item remains uncollected, we may send reminders and, after a reasonable period, arrange its return to the sender or delivery provider, transfer it to an alternative collection arrangement, or take another reasonable step permitted by law. Where practicable, we will give notice before removing an item. The available outcome depends on the courier, site and item; we cannot promise that a courier will leave a card or offer a particular depot.

8  Faults and service availability

Lockers, the app, website, messages and access systems may occasionally be unavailable because of maintenance, power, network, site access or technical problems. We will take reasonable steps to restore affected services and help you access an item where practicable. If you cannot collect an item because a system is not working, contact Support so we can assist and review any resulting storage charge.

9  Missing or damaged items and your rights

If an item is missing, damaged or inaccessible, contact Support as soon as reasonably possible. We may ask for relevant information, such as the tracking reference, photographs or proof of value. We will assess the available evidence, including locker records where appropriate, and consider the circumstances of deposit, storage and collection.

We are responsible for our own acts and omissions to the extent required by law. We do not control how a sender packs an item or how a courier handles it before deposit, and we are not responsible for loss or damage caused solely by a matter outside our control, except where the law provides otherwise. Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law.

10  Respectful and safe use

Follow reasonable on-screen instructions, signage and site access rules. Do not tamper with a locker, attempt to access another person’s item, interfere with cameras or access systems, or use the service unlawfully. Do not copy, modify or commercially exploit our website, app or content without permission, except as the law permits. We may restrict access where reasonably necessary to protect people, parcels or equipment, investigate misuse, or comply with the law. We will take account of the circumstances and, where practicable, provide a way to resolve the issue or retrieve an affected item.

11  Privacy and cameras

Our separate Privacy Policy explains how we collect, use, disclose and protect personal information, including information associated with deliveries, payments and CCTV. It is available on our website. These terms govern use of the locker service; the Privacy Policy provides the detail about personal information.

12  Opting out and closing an account

If you do not want a participating locker to accept parcels for you, contact Support at [email protected] and ask to opt out. We will explain any steps needed to identify your account and implement the request. Couriers may then follow their own delivery procedures; we cannot guarantee what alternative delivery or collection option they will offer.

You can also ask to close your account. We will explain how this affects pending parcels, passes or credit, and handle any refund or remaining balance in accordance with the disclosed purchase conditions and applicable law. See the Privacy Policy for how we handle personal information after account closure.

13  Changes to the service or these terms

We may update the service and these terms from time to time. We will publish the current terms on our website and give reasonable advance notice of a material change that adversely affects users, including a change to an applicable charge. A new charge will not apply retrospectively to a completed purchase. If you do not agree to a material change, you may stop using the affected service and contact us about any existing parcel, pass or credit. Your rights under law are unaffected.

14  Contact us

For questions, access problems, disputed charges or parcel concerns, contact My Parcel Locker Support at:

Email: [email protected]
Phone: (02) 8073 4298
Postal address: PO Box 2002, Caringbah NSW 2229.

Please include your site, unit or delivery reference where relevant, but do not send us passwords or collection codes unnecessarily.