Gold Coast Market Insights Live Event Panel

November 2025

Parcel lockers move from convenience to expectation in apartment living

Market Insights EP 121: Belinda Quinn, Senior Transaction Manager at Australia Post, and Mike Bird, CEO at Apartments.com.au

As apartment living continues to evolve, so too do the everyday services that influence buyer decisions. What was once considered a “nice to have” is increasingly becoming part of the baseline expectation, particularly as online shopping becomes embedded across all age groups.

In this Market Insights Live QLD session, Mike Bird, CEO of Apartments.com.au, speaks with Belinda Quinn, Senior Transaction Manager at Australia Post, about the growing role of parcel lockers in apartment developments and why Australia Post sees them as a critical piece of future-ready residential infrastructure.

E-commerce is no longer generational

Australia Post’s data shows that online shopping is no longer dominated by younger demographics. While Gen Z and millennials were early adopters, recent years have seen rapid acceleration among Gen X, baby boomers and downsizers.

Online spending across Australia now sits at approximately $69 billion, and while growth has normalised since the pandemic surge, it continues to trend upward. What surprised Australia Post most in 2024 was the pace at which older generations embraced e-commerce, turning parcel delivery into an intergenerational issue rather than a niche lifestyle preference.

For the apartment sector, this matters. Convenience features that support everyday living, not just headline amenities, increasingly influence purchasing decisions, particularly for downsizers and lifestyle buyers.

Failed deliveries are a growing pain point

Belinda highlights a key challenge facing high-density living: failed deliveries.

On the Gold Coast alone, parcel volumes have increased 97 per cent since 2019. At the same time, failed delivery rates in the region are running above the national average. From a single Australia Post delivery centre, more than 2,000 parcels per day are unable to be delivered and are redirected back to post offices.

For residents, this means missed parcels, queues during business hours and growing frustration. For Australia Post, it creates significant operational cost and inefficiency.

Parcel lockers address both sides of the equation by providing a secure, 24/7 alternative to home delivery.

What the data says about customer satisfaction

The difference in customer experience is stark.

Australia Post measures satisfaction using Net Promoter Score (NPS). Customers who successfully collect parcels from a parcel locker record an NPS of 58. Customers who experience a failed delivery record an NPS of 5.

This gap highlights why parcel lockers are no longer just about logistics. They are directly linked to resident satisfaction and perceptions of service quality.

No cost to developers, no ongoing strata burden

One of the most significant points for developers and project teams is cost.

Australia Post installs parcel lockers free of charge. There is no upfront capital cost, no leasing fee and no ongoing maintenance charge passed through to strata. This differentiates the Australia Post offering from many private locker systems, which often involve installation fees, ongoing service contracts and additional strata expenses.

From a development perspective, parcel lockers become a low-risk, high-impact inclusion that improves liveability without adding operational complexity.

Design flexibility within the building environment

While the iconic Australia Post red locker is instantly recognisable, Belinda notes that alternative colour options are now being trialled to better integrate with building design. Neutral finishes, including beige units, are already being installed in apartment developments, allowing architects and developers to align lockers with the aesthetic of the project.

The lockers can be incorporated into ground-floor lobbies or shared spaces without dominating the visual experience.

Built for modern, flexible lifestyles

Parcel lockers are not limited to receiving deliveries. Residents can also send parcels and manage returns directly from the locker, an increasingly important feature as online purchasing and returns become routine.

For buyers who split time between cities, or who own holiday or investment apartments on the Gold Coast, lockers also offer flexibility. Deliveries can be redirected to suit where residents are living at the time, supporting more transient and hybrid lifestyles.

Why Australia Post is prioritising parcel lockers

Australia Post has identified parcel lockers as one of its top strategic priorities. High-density housing is growing faster than traditional detached housing in many markets, yet delivery infrastructure has not always kept pace.

By partnering directly with developers, Australia Post can reduce failed deliveries, improve customer satisfaction and future-proof buildings for how people actually live today.

What this means for the property industry

For developers, project marketers and consultants, parcel lockers represent a practical differentiator rather than a marketing gimmick.

They address a real frustration for residents, improve day-to-day convenience, and remove a common downside of apartment living compared to detached housing. With no cost to install and no ongoing burden on strata, they offer a rare opportunity to add value without impacting feasibility.

As Mike Bird notes during the session, these “small” services often become decisive factors when buyers compare projects. In a competitive apartment market, details like parcel delivery can influence whether a buyer proceeds or walks away.

The bottom line

E-commerce growth, changing demographics and rising delivery volumes are reshaping expectations around apartment living. Parcel lockers are no longer an edge case. They are becoming part of the standard infrastructure that supports modern residential communities.

For Australia Post, the goal is simple: get parcels to people when and where they want them. For the apartment industry, the opportunity is equally clear. Deliver better resident experience at no cost, while removing a known pain point in high-density living.