Reply Paid Basics

1. Reply Paid Basics Business Letter Services

2. Introduction One of the most effective ways to increase the response to communications, and build goodwill with customers, is to use Australia Post’s Reply Paid service. • In this module This module introduces you to Reply Paid Letters (domestic) and provides an overview of Australia Post’s requirements for the preparation and lodgement of Reply Paid (domestic) articles. Learning outcomes • At the end of this module you will be able to: • list the features and benefits of Reply Paid Letters (domestic) • identify Australia Post’s requirements for Reply Paid Letters (domestic) • locate current pricing information for Reply Paid Letters (domestic)

3. Reply Paid at a glance • What is Reply Paid? • Reply Paid Letters (domestic) is an Australia Post service for the delivery of response envelopes or cards to addresses within Australia. • Businesses typically use Reply Paid with preprinted envelopes that are inserted into a direct mail campaign, or ask the recipient to respond to a campaign using their own envelope and handwriting the Reply Paid address. • Reply Paid can be used for generating sales leads, building databases, raising funds, encouraging prompt payments, researching the marketplace and requesting information. Businesses use the Reply Paid service because they can distribute their campaigns knowing that recipients can conveniently respond to an offer in their own time.

4. Reply Paid at a glance • Features and benefits • With Reply Paid, you can: • • use the service as a marketing tool, helping to encourage responses or provide a return service • • maximise the space available for creative artwork • • choose to personalise or brand your reply envelope or card • • provide an incentive to respondents by offering an easy, postage free way to respond in their own time • • save on costs by only paying for replies received • • measure response to a campaign or mailout.

5. Reply Paid at a glance • What qualifies for Reply Paid • • There is no minimum volume for Reply Paid - businesses simply pay for the replies they receive. • • Reply Paid Letters (domestic) are only available and to be used in Australia. • •Large Volume Recipient (LVR) postcodes may not be used with Reply Paid. • Reply Paid is commonly used with preprinted envelopes or cards inserted with a direct mail campaign. Preprinted articles are designed to ensure that addressing and layout are compatible with Australia Post’s automated letter sorting equipment which can efficiently process articles. • No supplementary services can be used with Reply Paid, however respondents can choose to pay for them when lodging their Reply Paid article for return to you (eg. Registered Post / Express Post). Domestic Registered Post offers you: • a unique identification number for every article • proof of posting when lodged at the post office counter • signature obtained on delivery • extra cover of up to $100 is included Additional services for Domestic letters: • delivery Confirmation – within Australia and International • Person-to-Person Delivery • additional Insurance up to $5,000 Including Norfolk Island 2899, Christmas Island 6798, Cocos (Keeling) Islands 6799 and Australian Antarctic Territories 7151. Express Post is the economical next business day delivery service for letters, documents and parcels. Next business day delivery is guaranteed to all street addresses and post office boxes within the Express Post next Business Day network, if posted on a business day Monday to Friday in accordance with conditions set out on Express Post items. LVR postcodes are allocated to some organisations that receive large mail volumes.

6. Reply Paid at a glance • What qualifies for Reply Paid • A Reply Paid address must specify the name or business name of the customer and a valid address of: • • the customer, or • • the authorised agent of the customer, or • • any other person who has provided written consent. • Responses may contain different names at one address if each name is: • • the registered name of a business carried out at that address by you, or • • the name of a company, partnership or association of which you are an employee or agent, and for which you have reason to receive Reply Paid articles at that address.

7. Reply Paid at a glance • More information • More detailed information is available in the Reply Paid Fact Sheet and Reply Paid service guide. • Prices for Reply Paid can be found in the Post Charges booklet and the Australia Post website (auspost.com.au). • These guides are also available at any Australia Post outlet.

8. Reply Paid requirements • Overview To qualify for Reply Paid prices, customers need to meet Australia Post’s bulk mail requirements in the following areas: • applications • size, weight and type • barcodes and correct addressing

9. Reply Paid requirements • How to apply • You need to apply to use the Reply Paid service by completing a Reply Paid Application form (8837249) – available at post offices or on the Australia Post website at www.auspost.com.au/replypaid • An Australia Post Business Credit Account is required to use the service. • Post the Reply Paid application (along with a Business Credit Account application, if required) to the address listed on the application form in your state, or lodge it at a post office, or with the Reply Paid Coordinator in your state (please refer to the inside front cover of the Reply Paid service guide for contact details).

10. Reply Paid requirements • Application requirements • When the application has been processed, Australia Post will send you acceptance advice (normally by email), including: • • the Reply Paid number – this number forms part of the Reply Paid address and is a unique identifier for each customer • • the Reply Paid format or artwork including the unique barcode for the Reply Paid number. • Australia Post will also notify the appropriate delivery office of these Reply Paid details

11. Reply Paid requirements • Application requirements • The Reply Paid number • A Reply Paid number forms part of the Reply Paid address. It can only be issued by Australia Post and will not be valid if you change address, cancel a post office box or fail to pay your bill. The Reply Paid number will stay active until you advise Australia Post to cancel it. • Notify Australia Post of any changes as soon as possible, to: Reply Paid • Operations and Industry Relations • GPO Box 2995 • MELBOURNE VIC 3001 • or to: replypaid@auspost.com.au

12. Customers with a need for a post office box in each capital city GPO may apply for a Common Box. Common Box holders are provided with a national common box number. The only pre-requisite to applying for a common box is that the applicant must lease a box at all state capital city GPOs – Sydney, Adelaide, Perth, Brisbane, Melbourne, and Hobart (Canberra GPO and Darwin GPO optional).Common Boxes are assigned to the postcode range 9800–9999. Reply Paid requirements • Application requirements • In Your Capital City (IYCC) Guidelines • If you have a Common Box or Locked Bag then you can use an IN YOUR CAPITAL CITY address on pre-printed domestic Reply Paid letters. • You have two options when setting up an IYCC service, depending on where you want the Reply Paid responses to be delivered – either to the capital city in the state in which each response is posted, or always to one specific city. • ➊ IYCC National to all capital cities in the IYCC network This is used when you require responses to be delivered to the GPO of the state in which each response is posted. For example, a mail out is distributed to each state and the responses posted in Tasmania will be delivered to the GPO in Hobart. The delivery address used must be a valid GPO Box or Locked Bag for each of the capital cities in the network – Brisbane, Melbourne, Sydney, Adelaide, Perth and Hobart. You can add Canberra and Darwin as extras if required.

13. Reply Paid requirements • Application requirements • In Your Capital City (IYCC) Guidelines • ➋ IYCC to one specific city This is used when you require all responses to be delivered to a specific capital city regardless of which state they are posted from. For example, the articles are distributed to multiple states but the replies are all delivered to the GPO in Melbourne. The delivery address used must be a valid GPO Box or Locked Bag in the capital city where the mail will be delivered. • It is important to understand that envelope artwork for both IYCC National ➊ and IYCC to one specific city ➋ appear identical. The only difference lies in the barcode. • For further information, please contact the Reply Paid coordinator in you state.

14. In the two responses shown above, the delivery address and Reply Paid number is the same. However, the response name in the first lines of the Reply Paid address differ. Reply Paid requirements • Application requirements • Multiple Reply Paid numbers and response names • You may have: • • multiple Reply Paid numbers for different addresses • • multiple Reply Paid numbers to the one address, subject to availability and acceptance. (Additional charges may apply in addition to the annual fee and standard Reply Paid rates.) • As an alternative to multiple Reply Paid numbers, you may request multiple Reply Paid response names (at no additional charge) to the same Reply Paid (number) delivery address to suit different business purposes. • All responses must be registered with Australia Post using the Reply Paid Application form to add additional responses to an existing Reply Paid number. • You can easily sort responses to the appropriate business area. • Australia Post will sort and charge responses to the Reply Paid number only.

15. Reply Paid requirements • Application requirements • Changes to your existing Reply Paid service • You may apply, using a Reply Paid Application form, at any time to vary the Business Credit Account number or other details, including the name and address appearing in the Reply Paid response. • Please Note: when relocating or changing addresses you must not use the same reply paid number or barcode with different details. Australia Post will issue new artwork at no charge. • Changes to the Reply Paid details may be obtained from Australia Post as required for up to two (2) Reply Paid addresses without prior notice. Change requests that require modification of more than two Reply Paid artworks will be actioned as and when processing allows. Should change requests be urgent, additional charges may be applied. Please speak with the Reply Paid Coordinator in your state.

16. Reply Paid requirements • Size, weight and type requirements • Reply Paid Letters (domestic), is available for Small and Large size categories. • Articles can weigh up to 500 grams. • Articles can be either enveloped, as postcards or in irregular shapes. • For Reply Paid Letters (domestic), there are two ways you can encourage your recipients to respond: • • a preprinted envelope or card, commonly inserted with direct mail campaigns • • a Reply Paid address, whereby recipients use their own envelope and respond to an offer by handwriting the Reply Paid address from a TV, radio, newspaper, direct mail or other advertising medium. † Oblong: deviating from a square by being elongated in one direction. The length must be at least 1.414 times the width.

17. Reply Paid requirements • Barcodes and correct addressing requirements • Pre-printed envelope or card • Australia Post will provide the basic artwork in PDF format free of charge for preprinted letters – suitable for printing onto envelopes or cards. The artwork is complete and ready to use. • You, or your authorised printer, may modify the artwork to add your logo or other branding providing you observe the conditions detailed in the Reply Paid preparation module. Changes to address details should be obtained from Australia Post if required. • The artwork includes a barcode, which facilitates faster processing of articles, and with correct formatting, assists in processing and cost reduction, meaning lower rates for you. • Along with the barcode, preprinted articles will have the correctly formatted Reply Paid address and the other inscriptions, so you do not have to create the artwork yourself.

18. Reply Paid requirements • Barcodes and correct addressing requirements • Pre-printed envelope or card • Domestic articles need the addressed side to be printed with: •  your logo or branding (optional) •  a delivery address that observes the correct addressing conditions •  the Reply Paid address (including barcode) that observes the correct addressing conditions •  the Reply Paid imprint, containing three vertical bars and the text “No stamp required if posted in Australia”. The bars are required so mail processing equipment can recognise a Reply Paid article.

19. Reply Paid requirements • Barcodes and correct addressing requirements • Adding logos, advertising and other printing • In order to access the service, preprinted articles must follow the requirements for clear zones on the front and back of articles. •  For domestic articles, any colour within a clear zone must approximate one of the 78 approved PMS colours as detailed in the Reply Paid preparation module). • The barcode clear zone must be kept clear of all printing.

20. Reply Paid requirements • Barcodes and correct addressing requirements • Unbarcoded articles • Articles that do not comply with the preprinted barcoded correct addressing requirements, or are irregularly shaped, may instead be eligible for the unbarcoded articles pricing category. The correct addressing requirements for unbarcoded articles are simpler to observe. • Unbarcoded articles need the addressed side to be printed with: • ➊ your logo or branding (optional) • ➋ the delivery address (preferred, but not mandatory) • ➌ the Reply Paid address that observes the correct addressing conditions (mandatory). • The inclusion of an address barcode is discouraged. • ➍ the Reply Paid imprint (preferred, but not mandatory)

21. Reply Paid requirements • Barcodes and correct addressing requirements • Hand-addressed envelope • When inviting respondents to address their own article, you must ensure that the address is correctly represented in your promotional material and that respondents are asked to follow its format. • You must indicate in your advertisement that “No stamp is required”, and advise respondents the Reply Paid name and address details. • Respondents should be asked to use envelopes with preprinted postcode squares where possible.

22. Reply Paid requirements • Barcodes and correct addressing requirements • Delivery times • Reply Paid is delivered Monday to Friday with letters and other mail. • The delivery standards for regular mail are as follows (in business days).

23. Reply Paid requirements • Barcodes and correct addressing requirements • Delivery to post office boxes • The best and most efficient way to receive Reply Paid mail is via a post office box or locked bag, as it may be received earlier than street deliveries. Of course you can choose to have mail delivered to your street address. • If you already have a post office box or locked bag, it may be used as the delivery address (when your Reply Paid application has been approved). • If you wish to use this facility, but don’t have a box or bag, you should apply for the box or bag at your local Australia Post retail outlet before applying for a Reply Paid number.

24. Reply Paid requirements • Barcodes and correct addressing requirements • Undeliverable articles • Reply Paid may be considered undeliverable if: • • it is incorrectly addressed or has an incorrect barcode • • you have moved without notification • • you have cancelled the Reply Paid number • • you have cancelled, or Australia Post has cancelled your Business Credit Account • • delivery is prohibited by law. • Undeliverable mail may be destroyed.

25. Reply Paid requirements • Cost • Prices for Reply Paid Letters (domestic) are available in the Reply Paid service guide, the Post Charges Guide (MS11) and the Australia Post website (auspost.com.au). • Small Reply Paid items are charged as either barcoded, or non-barcoded (including hand addressed, incorrectly formatted or non-machinable). • Large Reply Paid items are charged according to the weight of the envelope. • An annual fee is charged for each domestic Reply Paid number.

26. Reply Paid requirements • Cost • How is Reply Paid charged? • Payment for the service must be made by Australia Post Business Credit Account. • To apply please call 13 11 18. • This Business Credit Account is centrally administered and is required because Reply Paid is charged after delivery is made – this differs from the ordinary prepaying of postage. • Statements are issued on a monthly basis. • You are obliged to pay all Reply Paid fees and charges for each article delivered, whether accepted or refused. Given the nature of the service, assessing of charges is made at the end point of delivery. Articles have been transported within the Australia Post network and costs incurred.

27. Reply Paid requirements Other considerations • How can I ensure an article is acceptable? • If you are concerned that your articles may not satisfy all service requirements you can request a preliminary test. • Reply Paid coordinators are available in every state. Please refer to the inside front cover of the Reply Paid service guide for contact or to replypaid@auspost.com.au

28. Reply Paid requirements Other considerations • More about barcodes • Even though barcodes representing different delivery points can look nearly identical, the correct barcode is essential. Reply Paid articles must only use the specific barcode supplied by Australia Post. • The Reply Paid barcode is not transferable. It is unique and cannot and should not be used if you have changed address or location. • Because barcode details are unique, if a wrong barcode is used the Reply Paid response will be routed to the wrong location and may be severely delayed, misdirected, or even rejected.

29. Reply Paid Introduction • Summary • The key points covered were: • • There are no minimum volumes. • • Reply Paid can help increase responses to communications and build goodwill. • • Reply Paid allows respondents to reply at no expense to them. • • You must complete a Reply Paid application to be allocated a Reply Paid number. • • Available for Small (domestic and International) and Large (domestic only) envelope and postcard size categories. • • You can use a preprinted envelope or card, or ask respondents to use their own envelope and hand write the Reply Paid address. • • You cannot combine supplementary services with Reply Paid but respondents may choose to pay for these services when they lodge an article. • • Australia Post provides artwork including a unique barcode for preprinting envelopes or cards. Continued…

30. Reply Paid Introduction • Summary, continued • • Responses can be delivered to a post office box, locked bag or street address. • • An annual fee is charged for each Reply Paid letter (domestic) number. • • You must have an Australia Post Business Credit Account. • • Prices can be located in the Post charges booklet (8833665) and the Australia Post website auspost.com.au.

31. Assessment You now need to complete a short assessment to check your understanding of the information covered in this module. This assessment consists of 10 multiple-choice questions and should take you approximately 10 minutes to complete. To pass the assessment, you need to answer at least eight of these questions correctly. Attempt this assessment as many times as you need to. If you do not pass, it is recommended that you review this module again.

32. Assessment • a. True • b. False 1 True or False? Reply Paid is an excellent marketing tool because it helps increase responses and build goodwill Correct answer = A Reply Paid is an excellent marketing tool because it helps increase responses and build goodwill

33. Assessment What step/s must be taken in order to get a Reply Paid number? • a. Ask your local Postal Manager to give you one • b. Get an official Australia Post Business Credit Account • c. Correctly lodge a Reply Paid application form • d. Both b and c. 2 Correct answer = D Both an official Australia Post Business Credit Accountand a Correctly lodged Reply Paid application form are required.

34. Assessment • a. Yes • b. No 3 Can you use medium letters in the Reply Paid service? Correct answer = B Reply Paid is available for Small or large letter sizes.

35. Assessment The minimum size for a Reply Paid article is: • a. 110mm x 220mm • b. 85mm x 138mm • c. 90mm x 145mm • d. 100mm x 200mm 4 Correct answer = C The minimum size for a Reply Paid article is 90mm x 145mm

36. Assessment David is including a Reply Paid envelope in his direct mail campaign, which goes to 1,000 recipients. What will he have to pay? • a. $400 if a small envelope is used • b. At least $1,100 if a large envelope is used • c. David will only have to pay for the responses he receives 5 Correct answer = C For Reply Paid, you only have to pay for the responses you receive.

37. Assessment Once a Reply Paid number is approved, what does Australia Post supply to the customer? • a. Confirmation of the new Reply Paid number • b. Correctly formatted artwork for pre-printing the address • c. The unique barcode for that Reply Paid number • d. All of the above 6 Correct answer = D When Australia Post confirms a new Reply Paid number it supplies the correctly formatted artwork for pre-printing the address and the unique barcode for that Reply Paid number.

38. Assessment • a. Express Post • b. Registered Post • c. Cash on Delivery • d. All of the above • e. No supplementary services can be used by the Reply Paid customer, but Registered Post can be used by the respondent. 7 What supplementary service can be used with Reply Paid? Correct answer = E No supplementary services can be used by the Reply Paid customer, but Registered Post can be used by the respondent.

39. Assessment • a. Reply Paid service guide • b. Australia Post web site • c. Postal Charges Guide (MS11) • d. All of the above 8 Where can you find the correct price for a Reply Paid article? Correct answer = D All of the above is the correct answer.

40. Assessment Can a Reply Paid number contain different campaigns at one address? • a. Yes • b. No 9 Correct answer = A A Reply Paid number can contain different campaigns at one address.

41. Assessment How are Reply Paid responses delivered to the Reply Paid customer? • a. They must be delivered to a PO Box. • b. The customer must come to the Post Office to collect and pay for them. • c. They just get delivered with the regular mail. • d. They can be delivered to a PO Box, a Locked Bag or a Street address as the Reply Paid customer chooses 10 Correct answer = D The best and most efficient way to receive your mail is via a PO Box or Locked Bag, as you may receive it earlier than street deliveries. Of course you can choose to have Reply Paid mail delivered to your street address.