In my experience Fastway has two faces - when things are good they are great. But as soon as something goes wrong, they are horrible - they are ill equipped and cannot deal with issues.

When you experience a problem with a package (a) they will not call you to advise you of any problems despite requiring the senders and the receivers contact details (what's the point, right) ; (b) your packages will sit in a depot somewhere until you realise there is an issue - there will be no communication on their part; (c) it takes on average 3-4 phone calls to customer services to actually get traction on any problem; (d) couriers won't leave packages despite being given authority to do so; (e) there is no recourse for complaints on the website and emails/facebook enquiries remain unanswered; (f) their internal system for lodging enquiries is obviously floored because despite talking to customer service reps and 'resolving' issues, their own tracking system continues to show false information.

I have always found the customer service representatives polite but that is where the service stops - there is no communication or updates on their part and resolutions are very very slow. It makes it very difficult to run a business when you cannot keep your own customers informed about the status of their packages because there is little to no communication from Fastway.

On the other hand, my local representative is simply wonderful and reliable. Always shows up to collect - never a disappointment.

It is the manner in which they deal with problems that is the issue - not that there are problems (because this is understandable from a logistical point of view when you are talking about a national courier service). They desperately need to overhaul their internal systems.