Closures and service interruptions

March 23, 2020

Important Changes to Canada's Postal Service

March 23, 2020

OTTAWA – Canada Post understands the important role the postal service plays and is committed to serving Canadians while taking action to keep our people and our communities safe. To do so effectively in these challenging times, we will continue to review and quickly adapt our approach with health and safety as our primary goal.  

Canada Post has initiated the following changes to our delivery operations and retail postal network:

Changes to our retail Post Office network

Hours of Service: In many post offices operated by Canada Post, we will reduce hours of service, opening one hour later and closing one hour earlier to clean, restock and provide some relief to employees. As well, for the first hour of each day, we will offer priority service to those whom are at a higher risk (the elderly or people with compromised immune systems). Franchise operated post offices will follow the measures put in place by franchise operators.  

We are working to keep our post offices open, but some may close due to building closures beyond our control and some smaller locations may close due to personnel reasons. In these cases, we will direct customers to the nearest operating post office. 

Social & Physical Distancing: We are asking waiting customers to please space themselves 2 metres (6 feet) apart. We are working on signage and floor decals for larger post offices. For smaller offices, we will look to limit the number of customers. We are also working on clear barriers for the counter to increase safety. 

Transactions: We will continue to accept cash, but are encouraging customers to pay by using the “tap” function on their debit or credit cards where possible.

Parcel pick-up: Parcels left at the post-office for pickup will not be returned-to-sender until further notice. We’ve suspended our normal 15-day hold period. We ask that customers who are feeling ill or self-isolating, to please delay their visit to the post office and to pick up their parcel when it’s safe to do so. Further changes to our parcel delivery process are below. 

Changes to how we deliver

Parcel Delivery:  To eliminate customer interactions at the door, reduce post office customer traffic and support social & physical distancing, we have implemented a Knock, Drop and Go approach. Delivery employees will knock or ring, choose the safest location available to leave the item and then depart for the next address. This change eliminates the need for signatures at the door and greatly reduces the number of parcels sent to our post offices for pick-up.

Items that require Proof of Age, ID or Customs payments will be sent directly from our depots to a retail post office for pick-up with no restrictions on when customers can pick up the item. Customers will receive a Delivery Notice Card in their mail letting them know which post office is holding their item for pickup. 

Service guarantees:  Our goal is to continue providing timely and reliable service. But to be safe, give our people time and manage potential challenges, we have suspended on On-time Delivery Guarantees for all parcel services, until further notice.  

Help with Social Distancing 

We please ask you to respect social and physical distancing with our employees who you may see out in the community. This will further support the social distancing initiatives we’ve implemented in our plants, depots and post offices. Like other organizations providing important services, our people are working hard under difficult circumstances.   

During delivery: Please give our employees space and avoid opening the door or greeting them personally when they are at the door to deliver, or filling a community mailbox. 

In post offices: When in a retail post office, please practise social distancing and the other measures that have been implemented.  

While we all support social and physical distancing efforts to keep our communities safe, social interaction from a distance is still very much appreciated by our people. A simple smile and wave through the window to your delivery agent, a supportive thumbs-up to the driver of the Canada Post truck as they go by or patience and a thank you to the person working at the post office all go a very long way these days.    

We thank Canadians for their patience and support during this period of significant change. We continue to follow the guidance of the Public Health Agency of Canada (PHAC) when it comes to creating new safety measures in our plants, depots, post offices as well as in our communities.