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Do you have a small claims court in NSW? We have VCAT here which was established to make sure that justice wouldn't simply favor those with deep pockets.
My point is, if there is such a thing in NSW, starting down that route might prod them into action (or at least assessing the probable pain defending the case would cause).
I would have thought if they accepted the package knowing what it was, they're responsible for it, regardless of 'policy'.
-Markus
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