I witnessed an operator in the distribution centre wait a solid thirty minutes for a key lookup in their database. I timed it with my phone. I had time to get get lunch and come back.
A key lookup. Literally the consignment number.
I grilled him a bit on the details, and it turns out that all single-row lookups take that much time. Name, phone number, or any other details all take about half an hour to produce a result.
There are parcel delivery services that can deliver door-to-door faster than their IT systems can look up a record.
It's a flabbergasting level of incompetence, but I'm told it's been like that for years, and that they were told not to fix it because during the merger they were to "put tools down" and not spend time and money on anything that Australia Post will fix anyway.
I suspect it's still just as broken.