Updated on October 13, 2020 at 5pm EST

Preventative Measures

Travel – personal and for business

Group meetings and training

Facility Maintenance, Contractors and Visitors

Mail Processing / Collection & Delivery

Retail / New processes

Protective barriers

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Preventative Measures

What can I do to protect myself?

To help protect yourself, follow these recommended general hygiene measures:

  • Wash hands regularly with soap and water for at least 20 seconds.
  • Avoid touching eyes, nose or mouth with gloved or unwashed hands.
  • Avoid contact with people showing symptoms of respiratory illnesses.
  • Avoid shaking hands and practice physical distancing:

Keep 2 metres (twice an arm’s length) between yourself and others – when arriving at and leaving work, at breaks, and as much as you reasonably can while working in a facility or dealing with the public.

Employees should continue to use nitrile gloves that are provided to help keep their hands clean. Refer to this job aid for removing disposable gloves.

Employees who are wearing a mask or face cover should refer to the job aids on how to properly put on and remove a single-use mask or reusable/washable face cover.

How do I care for my reusable gloves?

Regular washing of reusable gloves is imperative if they are to remain hygienic and do the job they were meant to do. Refer to this link for washing tips. Keeping your gloves clean will also help them to last longer.

Avoid touching your face with your hands – whether you are wearing gloves or not. This will help to limit the introduction of contaminants around your mouth and nose, reducing the chance of contracting a respiratory virus, or to your eyes, which can become infected.

When should I call Public Health?

Public Health refers to a provincial public health authority that you can contact to discuss your symptoms/situation and to determine if self-quarantine and/or further testing for COVID-19 is required. You can find the contact information for your provincial public health authority here.

What is our modified Knock, Drop and Go process for delivering Personal Contact Items (PCIs)? Updated

Effective August 4, 2020, for packages with shipping labels indicating “Do Not Safe Drop,”, the delivery agent is to attempt delivery while maintaining physical distancing. If the customer is not home, they should no longer leave “Do Not Safe Drop” items at the delivery address (CMS 1202.39). This means you have to:

  • Ring the bell and knock on the door, then step back and wait to confirm that someone is home. If someone is home, drop the item for the customer at a safe distance and leave.
  • If no one is home, card the item for pickup by the customer.
  • Proof of Age, Proof of Identity, COD, Customs Owing items, Registered Mail and Xpresspost certified products will be carded for pickup in the depot, and transferred to retail.
  • For LVR customers, delivery agents will deliver Registered Mail and Xpresspost Certified products to the recipient’s address and obtain approval to sign on their behalf.
  • In apartment buildings and condominiums:
  • Try every normal option to deliver all other items safely and securely:
    • Mail compartments for small items
    • Where you can access floors, knock at the door, step back and wait. If someone is home, leave the item at a safe distance. If no one is home, card the item.
    • Use the Intercom
    • Parcel Lockers
    • Concierge, Admin or Security offices
  • If you have questions, ask your team leader, or contact your regional specialist.
    • Pascal Brikh (East): 435-885-9656
    • Jeff Rudling (Central): 416-407-7969
    • Bradley Wallis (Prairie): 403-827-8011
    • Marti-Lynn Curtis (Pacific): 778-928-8971
    • Andrew Fisher (National) 613-734-3000 ext. 5-5884

What is our modified approach on “Do Not Safe Drop” items? Updated

Effective August 4, 2020, for packages with shipping labels indicating “Do Not Safe Drop,” the delivery agent is to attempt delivery while maintaining physical distancing. If the customer is not home, DO NOT leave “Do Not Safe Drop” items at the address (CMS 1202.39). This means you have to:

  • Ring the bell and knock on the door, then step back and wait to confirm that someone is home. If someone is home, leave the item for the customer at a safe distance and leave.
  • If no one is home, card the item for pickup by the customer.
  • Proof of Age, Proof of Identity, COD, Customs Owing items, Registered Mail and Xpresspost Certified products will be carded for pickup in the depot, and transferred to retail.
  • For LVR customers, delivery agents will deliver Registered Mail and Xpresspost Certified products to the recipients address and obtain approval to sign on their behalf.

In apartment buildings and condominiums:

  • Try every normal option to deliver all other items safely and securely:
    • Mail compartments for small items
    • Where you can access floors, knock at the door, step back and wait. If someone is home, leave the item at a safe distance. If no one is home, card the item.
    • Use the Intercom
    • Parcel Lockers
    • Concierge, Admin or Security offices
  • If you have questions, ask your team leader, or contact your regional specialist
    • Pascal Brikh (East): 435-885-9656
    • Jeff Rudling (Central): 416-407-7969
    • Bradley Wallis (Prairie): 403-827-8011
    • Marti-Lynn Curtis (Pacific): 778-928-8971
    • Andrew Fisher (National) 613-734-3000 ext. 5-5884

Do the limits on social gatherings apply to workplaces?

As we’ve seen, public health officials strongly advise against social gatherings to minimize the risk of the virus spreading. To help reduce the potential for social gatherings, we’ve seen limitation or closures of bars, restaurants and other public social places across the country.

Along with many other government organizations, we provide a critical service to Canadians, especially during this difficult time. We are all following the recommendations of the Public Health Agency of Canada to keep people safe as we continue to operate.

Most important, we have issued physical distancing instructions for all plants, depots and post offices (See links in physical distancing, above) to minimize the need for employees to be in close proximity in the workplace. If you have questions, please talk to your team leader.

In addition we’re also asking employees to:

  • Wash hands regularly.
  • Avoid direct physical contact, such as handshaking.
  • Keep twice an arm’s length distance between themselves and others when arriving and leaving work or walking the hallways.

We encourage all employees to apply the recommendations from public health officials when outside the workplace, for your safety and that of your friends and families, just as we apply their recommendations for the workplace.

What is our new process for delivering Personal Contact Items (PCIs)?

Effective Tuesday, August 4, for all items other than “Do Not Safe Drop” items, we are reinstating our normal Safe Drop Policy, with minor modifications. This means:

  • ring the bell and knock on the door, then step back and wait to confirm that someone is home. If someone is, leave the item for the customer at a safe distance and leave.
  • If no one is home, look for a safe place that meets our normal safe-drop criteria (such as the item should not be visible from the street or passersby) and safe drop the item. If there is no safe place, card the item. Delivery agents should use their discretion.

Items that require Proof of Age, Proof of Identity, COD, Customs Owing items, Registered Mail and Xpresspost Certified products, will be sent directly from our depots to a retail post office for pick-up.  Effective July 31, we returned to a 15-day time limit for customers to retrieve their carded items from the post office.
If you have questions, ask your team leader, or contact your regional specialist:

    • Pascal Brikh (East): 435-885-9656
    • Jeff Rudling (Central): 416-407-7969
    • Bradley Wallis (West): 403-827-8011
    • Andrew Fisher (National) 613-734-3000 ext. 5-5884

If someone wears a mask while working, should they and people around them still practise physical distancing?

Yes, as much as possible. Dr. Theresa Tam, Chief Public Health Officer of Canada, has advised that where physical distancing is difficult, wearing a face covering is an additional measure that can be taken to protect others nearby. She maintains physical distancing is the primary and preferred method of protecting against the virus.

Can I wear a face covering (non-medical mask) at work?

Yes. We are taking the following approach based on the recommendations from public health.

Face coverings (non-medical masks) are typically loose-fitting masks that cover the nose and mouth, and have ear loops, ties or bands. They can be any type of face covering including scarves and bandanas. Physical distancing remains the recommended primary approach and we continue to provide gloves and sanitizer.

Company-provided face coverings: In specific work locations where consistent physical distancing is not possible or sustained two-person work is the norm, we have provided job aids to help conduct this work safely. We are working to quickly source and distribute face coverings for additional protection and will maintain supplies for priority work areas or processes. These include International Exchange offices at the Pacific Processing Centre and Vista for handling loose loads of bulk mail, sustained lifting of large items or loading/unloading air cans and those RSMCs who use Ergo helpers. Any team leaders with employees in these situations should consult their Health and Safety team for guidance.

Personally-supplied face coverings: If employees wish to also wear a personally supplied face covering where they feel physical distancing is not possible, they are free to do so. If a face covering is worn in a mechanized area, they should be properly secured. We have also installed plastic shields in post offices to provide ongoing protection without the need for masks or face coverings.

I have breathing difficulties and will not be able to wear a washable face covering or mask yet would like to be protected. Are there other options?

      • Some people cannot wear face coverings because of breathing challenges, discomfort or inability to remove the mask without assistance.
      • For these people, clear plastic face shields, although not as effective, may be an alternative.
      • Research on the effectiveness of shields as protection from infectious airborne particles in non-medical settings is limited. Click here to see what Health Canada says about non-medical masks and face coverings.
      • Please refer to the job aid to properly put on and remove or care for a reusable / washable face shield.

Is Canada Post going to supply N95 Respirators?

These are intended specifically for health-care workers who come into close contact with COVID-19 patients, and are therefore critically important to the medical field. Within our operations, N95 Respirators will continue to be provided for the specific tasks and processes that require them. That includes close-contact maintenance procedures in plants where there is an exposure risk to chemicals, responding to unknown powder or substance incidents in our facilities and cleaners working with cleaning supplies that require a mask. Understanding the importance of N95 Respirators to the health care system, we are securing these items as available only where they are required in our operations.

Even when wearing a mask or face cover, it’s important to continue to practice physical distancing and frequent handwashing.

Would scanning people to take their temperature before they enter a facility keep employees safer?

We continue to take our guidance on all matters related to COVID-19 from the Public Health Agency of Canada (PHAC). At this time, the PHAC does not support the use of temperature scanners in federal workplaces.

Unfortunately, with these scanners, false readings are common, especially in a non-controlled environment like the front entrance of a workplace. Something as simple as coming in from outside where it is colder or warmer can cause a variance in temperature reading.

A false high-temperature reading could cause a great deal of unnecessary concern for that employee. Yet a low-temperature reading does not prove someone is free of the virus, and the individual can still be contagious even if they do not show symptoms.

This could provide a false sense of security and undermine our physical distancing and proper hand hygiene efforts, which are the measures most strongly recommended by all health officials.

What tips and resources will help employees work remotely with good ergonomics and overall wellness?

This guidance and these resources will help you stay healthy while working on your laptop at home:

      • Work at a desk or a table to maintain proper posture and comfort and complete a self-assessment using this checklist.
      • Choose a chair that allows you to:
        • Sit with your back properly supported. Use a supportive cushion or rolled up towel/blanket if you need more support.
        • Keep your shoulders relaxed and your elbows at 90-120 degrees and your hips at 90 degrees while seated.
        • If the seat pan is too long and touches you behind your knees, place a pillow behind your back to bring you forward on the seat. If you need to be seated higher and the seat is not adjustable, try sitting on a pillow.
        • Touch the floor with your feet flat. If your seat is too high, use a foot rest or place books or a box under your feet to sit comfortably.
      • Use an external mouse, keyboard and monitor if possible. Having them at the right height and distance is preferable for your wrists and overall posture compared to using the laptop’s keyboard and screen.
        • Raise the top of your screen to eye level with the use of a monitor stand, books or a box. To confirm the correct screen distance, extend your arm out in front of you. Your fingertips should touch the screen.
        • If you do not have an external keyboard and mouse to use, place the laptop on your work surface and tilt the screen backwards to minimize neck bending.
      • Establish a routine of regular work hours with periodic breaks, as you would take in the office. Take 1-2 min. stretch break for every 60 min. of computer work or just get up for some water to move and give your eyes a break. You could try the Web Browser version of this online stretch clock, which will remind you to take short stretch breaks.
      • Ensure the plugs, cords and cables for your electronic devices are in good condition and placed where you won’t trip over them.
      • Be kind to yourself and Keep Wellness in Mind. Homewood Health created these resources specifically for the COVID-19 situation.

Who is getting face coverings?

Reusable face coverings are available to all Canada Post employees. Those employees requiring face coverings may request them from their team leaders.

How do I put on, remove and wash a face covering?

This job aid describes how to put on, remove and wash face covering in the proper sequence to minimize potential exposure to contaminants.

Is wearing a face covering mandatory?

In an effort to control the spread of COVID-19, a number of municipalities, provinces or public health jurisdictions have implemented bylaws and orders mandating face coverings in enclosed public spaces. Respecting these orders is consistent with Canada Post’s response to COVID-19. From the beginning, the health and safety of our employees and the public has been our priority.

Wearing a face covering is now mandatory for both employees and customers in enclosed public spaces throughout Quebec, NS and in many regions in Alberta and Ontario. Posters to advise customers of the requirement to wear a mask or face covering have been provided to offices in affected areas for posting on the office door.

Canada Post staff are to remind customers who enter without a face covering of the requirement to wear one. If a customer refuses, employees should serve them and report the incident to their team leader.

Wearing a face covering is not a replacement for physical distancing and frequent handwashing, which remain the recommended primary approach to reducing the spread of COVID-19. Gloves and hand sanitizer are also available for employees. We will continue to evaluate our approach based on the guidance of public health authorities and keep you informed of any changes.

Locations where face coverings are mandatory and related information can be found here.

Locations where face coverings are mandatory, as well as related information, can be found on Intrapost. If you are accessing Intrapost through the corporate network (i.e. at a CPC facility or through VPN), please click here. If you are accessing Intrapost remotely and are going through the “I’m an employee” page, please click here.

If we all wear a face covering where I work, do we still have to practice physical distancing?

Wearing a face covering is not a replacement for physical distancing and frequent handwashing, which remain the recommended primary approach.

How can I work safely if I am in a vehicle with another employee?

When physical distancing is not possible for employees who work in close proximity within a vehicle, wear a face covering combined with a face shield. Even with this protective equipment, employees should follow recommended hygiene measures. Please clean frequently touched vehicle interior surfaces daily.

If you want a face covering or face shield, ask your team leader.

No changes to Travel – personal and for business and Group meetings and training and Facility Maintenance, Contractors and Visitors

Under Mail processing, remove the first text with the headline Is Canada Post still delivering passports? It repeats a couple of items below…

Do we need to wear face coverings in non-public areas, such as back rooms, lunch areas?

Face coverings are not required in non-public areas, such as lunchrooms and back rooms, provided employees can maintain a safe distance from one another.

Our local bylaw says that employees don’t need to wear face coverings if they work behind a protective barrier. Do we still need to wear one?

Canada Post is taking a universal standardized approach in response to these directives, by adopting the highest safety standards in each of the affected locations. For the safety of our employees and customers, employees must wear face coverings in all public areas of the office, including when serving customers from behind a protective barrier. Face coverings are not required in non-public areas like lunch rooms and back rooms, provided employees can maintain a safe distance from one another.

Our local bylaw says that employees working in federal government buildings are not required to wear a face covering. Do we still need to wear one?

Canada Post is taking a universal standardized approach in response to these directives, by adopting the highest safety standards in each of the affected locations. For the safety of our employees and customers, our employees working in federal government buildings are required to wear face coverings in all public areas of the office.

Can I wear a face shield instead of a face covering?

Face shields are not as effective at reducing transmission of the virus as face coverings.

I have a medical condition that prevents me from wearing a face covering. Do I still need to wear one?

Where face coverings are required, exemptions for employees set out in the CPC Face Covering Practice. If an employee is exempt from wearing a face covering, face shields or other measures may be provided for an extra layer of protection.

Can customers access a postal box lobby without a face covering?

In affected locations, the postal box lobby is not exempt from the mandatory face covering requirement, as it is considered a public indoor location. Customers must therefore wear a face covering when entering the postal box lobby.

Will we provide face coverings to customers?

Canada Post is not providing face coverings to customers.

Can we supply hand sanitizer to our customers in areas where it is not included as part of the bylaw?

In areas where a mandatory face covering directive is in effect, Canada Post’s standardized approach requires that hand sanitizer be made available to customers on a self-serve basis, near entrances/exits to publically accessible areas of a facility. In locations where no mandatory face covering requirement is in effect, Canada Post will not supply hand sanitizer to customers.

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Travel – personal and for business

What do I do if I am returning from international travel?

As of March 14, 2020, the Public Health Agency of Canada advises travellers upon their return to Canada as follows:

      • Self-isolate for 14 days after your return from travel outside of Canada.
      • Monitor your health for fever, cough or difficulty breathing.
      • Wash your hands often for 20 seconds and cover your mouth and nose with your arm when coughing or sneezing.

If you develop a fever, cough or difficulty breathing within 14 days:

      • Continue to isolate yourself from others
      • Immediately call a health care professional or public health authority and describe your symptoms and travel history. Follow their instructions carefully.

Since March 5, 2020, travellers entering Canada by land, rail and ferry have been subject to the same screenings as international air travellers. Travellers will be transferred to PHAC if deemed at risk.

If you are an employee returning from international travel, or live with someone who returned from international travel and have concerns, please call your team leader before coming to work.

If I am returning from an international trip, do I have to contact Public Health or a physician?

If you have returned since the Public Health Agency of Canada recommended a 14-day self-isolation for all returning travelers, you only need to contact public health or a physician if you have symptoms of COVID-19. They are fever, cough and difficulty breathing. This also applies to if you have travelled to the U.S.

Can I go on international travel for business or personal reasons?

Business Travel – No international business travel or travel to the United States is permitted at this time.

Personal Travel – The Government of Canada has advised Canadians to cancel or postpone all non-essential travel outside Canada. We encourage employees to follow this advice and think carefully about any non-essential travel outside the country.

Canada Post is following the guidance of the Public Health Agency of Canada. For the most up-to-date travel notifications and advisories, please visit the Government of Canada’s Travel Health Notices.

Do I need to cancel business trips or events I was planning to attend in Canada?

At this time, please defer all but essential business travel within Canada. If travel within Canada is necessary, talk to your team leader and follow the pre-approval process including completing the new COVID-19 travel approval form. We continue to encourage those who travel by vehicle for business to do so when necessary.

I live in one province and work in another. Do I need special permission or ID to be able to travel freely to work and to prevent delays at the border?

Canada Post performs an essential service as identified by Public Safety Canada. To do our job, our employees must be free to move within and across cities, provinces and territories.

Restrictions on travel within and between provinces may result in employees being asked to provide proof of their need to travel. Employees who are travelling within or between provinces should always carry their Canada Post access and identification cards to show if stopped by authorities. If this documentation is insufficient in your area, a letter identifying your need for travel can be obtained from your GM.

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Group meetings and training

Is anything changing about group meetings, including those for training?

Please look for reasonable ways to minimize the size of your meetings or utilize other options such as video-conferencing or conference calls.

Please talk to your team leader and postpone all non-mandatory training. Online training can continue, but sessions involving travel or groups can certainly occur at a later date.

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Facility Maintenance, Contractors and Visitors

Can we continue to ask JLL to fix issues and remove hazards in our buildings at this time?

We are working closely with JLL, our facility management service provider, to manage requests for repairs.

With physical distancing being practised in our buildings, JLL will only complete work orders that are considered an emergency. JLL has mobile technicians and teams to serve locations that it does not normally staff.

Non-emergency work orders will continue to be completed based on the resource availability and priority.

Can contracted work resume if precautions are in place?

Contracted work is restarting in many provinces. When planning the resumption of work, it is critical to ensure that physical distancing guidelines continue to be followed and recommended hygiene measures like regular hand washing be maintained. Additional precautions may apply, depending on the type of work, such as maximum number of construction workers allowed on a site at once and the use of face covers during activities requiring close proximity over a sustained period of time. It is the responsibility of the project leads to be aware of the requirements for restrictions applicable in the province(s) where the work will take place, and to ensure that contractors are compliant.

Are there any new requirements for visitors or contractors as a result of COVID-19?

Visitors and contractors are still required to register through the local registration process (facilities) or with a local Canada Post representative in Operations via logbook.

Additionally, to prevent the spread of COVID-19 in our community and to reduce the risk of exposure for our employees and visitors, we are conducting a simple screening questionnaire.

Contractors with employees working at Canada Post facilities who have been off and in self-isolation or quarantine are required to complete and retain this Questionnaire for Return to Work prior to approving an employee’s return to work in a Canada Post facility.

Contractors must confirm that their employee has been cleared for return to work with their Canada Post contract manager, as specified within the Questionnaire for Return to Work.

How is Canada Post protecting employee safety if transportation contractors are accessing our facilities?

Contractors are vital to our supply chain, performing critical work for Canada Post. Everyone, including contractors, must follow our dock safety processes at all times, as well as recommendations from the Public Health Agency of Canada.

      • Continue to follow our standard dock and yard process. If there is a change to our process, we will advise team leaders and employees of this through national communications channels.
      • Keep twice an arm’s length (two metres or six feet) between you and others on our docks or in our facilities.
      • Wash your hands regularly and frequently with soap for at least 20 seconds.
      • Avoid touching your eyes, nose or mouth with unwashed or gloved hands.
      • Do your best to sit away from others in lunchrooms and break rooms.
      • Hand off paperwork without coming into contact with others. For example, placing paperwork in a basket, or on a clipboard, desk, or another location that allows the driver to collect it without it being passed by the employee.

Importantly, our contractors are required to disclose whether they have travelled internationally, exhibit symptoms or any other risk factors associated with COVID-19. If they are deemed to be a risk, they are not permitted on our property. So, there is no good reason to stand in the way of contractors doing their jobs:

      • Do not prevent contractors from entering our facilities.
      • Do not prevent contractors from using our washrooms.
      • Do not ask drivers to drop their trailers in the yard.
      • Do not decline to accept or exchange paperwork (see above).
      • Do not change our standard dock and yard process.

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Mail Processing / Collection & Delivery

What is Canada Post telling Canadians about our parcel delays?

We are telling Canadians that they should anticipate parcel delays for the foreseeable future, even as we deliver at record levels. As Canadians continue to ramp up and diversify their online shopping, Canada Post is responding to unprecedented parcel volumes while maintaining important physical distancing measures in all our facilities. Processing record parcel volumes in plants that were never designed to keep people 2 metres apart takes more time.

Our employees see it, but we’re also telling Canadians that it’s not just the volumes that are causing challenges. The number of larger household items, like mini-fridges, patio furniture and barbecues coming through our network, have also increased. These bulky items often require a two-person lift, which creates additional safety challenges and delays.

We are processing and delivering on weekends and have additional support from trained temporary employees. As well, some parcels may be transferred to other Canada Post locations for processing based on capacity. While this reduces delays, customers tracking their items may notice their parcel is taking a different route than normal.

Is it safe to handle mail and parcels?

The following is from World Health Organization:

Is it safe to receive a package from any area where COVID-19 has been reported?

Yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled and exposed to different conditions and temperature is also low.

Is it safe to handle mail and parcels from China and other regions?

Yes. The World Health Organization and PHAC maintain it is safe to handle international mail, including mail from China.

China Post has been disinfecting its mail since January 27th with a bleach-like compound that is safe and commonly found in household products. To avoid minor skin irritation, nitrile gloves are recommended as a precaution. Masks are not required, but employees with a higher sensitivity to smell may wish to use one.

Our current N95 masks are suited for this purpose though may not be readily available due to an international shortage of supplies.

Our International Relations teams continue to be in contact with other Postal Operations and no safety risks have been identified.

Is it safe for maintenance technicians to share Personal Protective Equipment (PPE)?

      • Use of shared harnesses and dielectric gloves:
        Teams are provided access to cleaning wipes to clean Personal Protective Equipment before and after use to maintain proper hygiene. This type of equipment is not used by all Maintenance team members, and only infrequently by those who do. A sufficient pool of equipment should be available to allow us to clean, dry and replace returned or damaged equipment without running out of usable stock.
      • Shared jackets, rain capes and other articles (as referred to under CPC / CUPW Collective Agreement, Article 34).
        A sufficient pool of these articles must be properly maintained and a schedule followed for regular dry-cleaning. With proper routines and cleaning schedules in place and followed, Personal Protective Equipment can be shared safely.

If you deliver to a site known to be under quarantine, should you disinfect your vehicle?

Based on current information provided by PHAC, coronaviruses have poor survivability on surfaces, and are generally thought to be spread by respiratory droplets from coughs or sneezes.

The best way to prevent respiratory and other illnesses is to:

      • avoid touching the eyes, nose and mouth;
      • consistently use good hand hygiene measures, which include frequent handwashing with soap and water for at least 20 seconds, or using an alcohol-based hand sanitizer if soap and water are not available.

Cleaning wipes are available if you want them in your workspace.

If you have a COVID-related workplace concern, consult your team leader.

If you deliver to a site in quarantine (before it was shut down) what are you supposed to do?

PHAC recommends that, if you are concerned about exposure, to monitor yourself for fever, cough and difficulty breathing. Consult your health care provider or contact your provincial public health authority as soon as possible, if concerned about symptoms. If you have a related workplace concern, connect with your team leader.

You are scheduled to deliver to an address known to be under quarantine. What’s the process?

Do not deliver to the address in question.

Notify your supervisor of the situation at that point of call (i.e. place under quarantine).

If you are delivering to an individual customer’s home and learn that they are under quarantine or have COVID-19, what process should I follow?

Leave a Delivery Notice Card (DNC) and ask the customer to have someone who is not under quarantine pick up their item(s) on their behalf. If you have any concerns for your safety, do not deliver to the address in question, and notify your supervisor of the situation at the address.

Should you report points of call that can’t be delivered to due to a quarantine?

Yes. Please report any such point of call. It must be added to the OPS system (detail and rural post office), as per normal process.

In the event your post office closes for any reason, who do you report to and how are customers advised?

Notify your team leader, who will contact the appropriate Area Performance Centre (APC).

Will scheduled volume counts continue unchanged?

No.

Volume counts require a lot of attention from Managers, Superintendents and Supervisors, all of whom are focused on supporting their teams during this difficult time. As a result, scheduled volume counts will be cancelled in the following depots until further notice:

May

      • CALGARY LCD 1
      • CALGARY LCD 8
      • CALGARY LCD 9
      • CALGARY LCD 12
      • CALGARY LCD 17
      • CALGARY LCD 31
      • COQUITLAM LCD PORT MOODY
      • GANDER LCD MAIN
      • GRAND FALLS-WINDSOR LCD MAIN
      • KITCHENER LCD 3
      • KITIMAT LCD MAIN
      • MONTRÉAL PDF CHAMPLAIN 1
      • MONTRÉAL LCD CHAMPLAIN 2
      • MONTRÉAL LCD N.D.-D-GRACE
      • PICKERING LCD MAIN
      • ST STEPHEN LCD MAIN
      • TORONTO STN H
      • TORONTO STN L
      • TORONTO STN R
      • WINDSOR LCD 1

June

      • BATHURST LCD MAIN
      • CALGARY LCD 18
      • CALGARY LCD 19
      • CAMPBELLTON LCD MAIN
      • DELTA LCD 1
      • FARNHAM PDF BUREAU-CHEF
      • HAWKESBURY LCD MAIN
      • MONTRÉAL LCD AHUNTSIC
      • OWEN SOUND LCD MAIN
      • RENFREW LCD MAIN
      • SMITHS FALLS LCD MAIN

This will relieve pressure on team leaders – allowing them to communicate with employees and focus on ensuring their safety.

Restructure schedules will be adjusted accordingly and employees updated with a new timeline for volume counts and restructures.

We have shared this decision with our bargaining agents and will work with them to reschedule the volume count once the situation stabilizes.

What you need to do

      • Use this talk track to share this news with your teams.
      • If you have questions please reach out to your Route Optimization Manager:
        • Atlantic: John Symonds
        • Quebec: Sylvain Gaudette
        • Ontario: Blake Bradshaw
        • GTA: Sandra Dyment
        • Prairie: Colin Gill
        • Pacific: Alain Pinard

Are you hiring more people to deal with volumes?

We are working to manage our staffing levels and adding new team members, as needed.

Will new employees receive proper training before being put on the job?

First, employees must have experience and meet our requirements for the position. Second, all must complete our COVID-19 screening questionnaire before entering a Canada Post building to ensure they pose no health risk.

As well, new hires are taken through our health and safety procedures, they are asked to review our Make it Safe, Make it Home website, and they are brought up to speed on processes and procedures on site. We will continue to take this approach in co-operation with the Local Joint Health and Safety Committee.

Is Canada Post delivering passports?

Passports are now being received by Canada Post for delivery under a revised process developed with our partners at Immigration and Refugee Citizenship Canada (IRCC) and Service Canada. We understand the importance of these items and have put in place a process that will maintain security expectations while keeping our people, and the community safe. With our continued Knock, Drop and Go delivery approach, we have eliminated customer interactions at the door to respect physical distancing.

These items will either be delivered to a secure location (i.e. their community mailbox, mail slot in the door) if possible, or the delivery employee will knock on the door, step back and wait to confirm that someone is home. If so, they will leave the item for the customer at a safe distance and leave. If no one is home, the item will be sent to the nearest post office for pickup by the customer the following day.

Passports are delivered as an Xpresspost Prepaid item with an LP barcode. In response to COVID-19, we stopped requiring a signature. However, delivery employees should treat passports as “Do Not Safe Drop” items. Xpresspost Prepaid envelopes with a “Do Not Safe Drop” instruction should be left with resident or carded, never safe dropped.

What is the process for handling Personal Contact Items at the retail counter?

For all Proof of Age, Proof of Identity, Customs, and as of October 5 for Registered and Xpresspost Certified items, ask the customer to sign on the Verifone pin pad. Important: please use a sanitizing wipe or a paper towel lightly misted with sanitizing spray to wipe down the Verifone’s electronic pen. Doing this in front of the waiting customer will give them confidence that we take their health and safety seriously.

If the customer refuses to sign using the Verifone pen, ask the customer if they are comfortable signing a manual IDB instead:

  • At signature step, select cancel on Verifone or wait until the Verifone times out.
  • It will bring you to the blank signature pad on RPS, select manual signature.
  • That will be the end of the RPS transaction
  • Write the tracking number and name of the recipient on a manual IDB and ask the customer to sign it
  • Retain the signed IDB with your end of day reports.

Registered and Xpresspost Certified items must be signed for by the customer. If the customer refuses to use the Verifone pin pad or sign the manual IDB, advise them that you are not able to deliver the item until a signature has been captured.

Your safety matters most. If an upset customer threatens you and demands you hand over an item, give it to them without hesitation or confrontation. Sign the IDB on their behalf, noting “customer refused to sign” and file with your end-of-day reports. Report the incident to your team leader as soon as it is safe to do so. Call the police to report any violence or threats.

Does the new Knock, Drop and Go policy for Personal Contact Items apply to RSMCs?

Yes. With the exception of Proof of Age, Proof of Identity or Customs Owing items, if the package does not fit in the mail receptacle, RSMCs are asked to deliver the item to the addressee. Scan the item, ring or knock on the door, leave the item and proceed to the next point of call. If at any point, the delivery employee believes the situation is unsafe they should card the item or bring it back to the delivery facility and alert their Team Leader.

Passports, which are Xpresspost Prepaid items with an LP barcode, are now being received by Canada Post for delivery under a revised process that will maintain security expectations while keeping our people and the community safe. These items will either be delivered to a secure location (i.e. their community mailbox, mail slot in the door) if possible, or the delivery employee will knock on the door, step back and wait to confirm that someone is home. If so, they will leave the item for the customer at a safe distance and leave. If no one is home, the item will be sent to the nearest post office for pickup by the customer the following day.

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Retail / New processes

Do Canada Post employees have to wear a face covering when visiting dealer post offices?

In provinces and regions where face coverings in retail businesses are now mandatory, all employees entering those facilities for any reason (including delivery agents dropping off or picking up items, and RBMs, LAMs and LASs) must wear a face covering. Additionally, many of our largest dealer partners, including Shoppers Drug Mart and Jean Coutu, now require all visitors to their stores to wear a face covering. Please have a face covering with you and be prepared to wear it in order to respect the requirements of the host business you are visiting.

Make sure to handle and care for your face covering properly. Review the job aid on how to properly put on, remove and wash a face covering.

Canada Post continues to provide reusable face coverings to employees. If you have not received a face covering and require one, speak to your team leader. If you prefer, you may use a personally supplied face covering, provided you use it properly.

What is the process for handling Personal Contact Items at the retail counter?

For all Proof of Age, Proof of Identity, Customs, and as of October 5 for Registered and Xpresspost Certified items, ask the customer to sign on the Verifone pin pad. Important: please use a sanitizing wipe or a paper towel lightly misted with sanitizing spray to wipe down the Verifone’s electronic pen. Doing this in front of the waiting customer will give them confidence that we take their health and safety seriously.

If the customer refuses to sign using the Verifone pen, ask the customer if they are comfortable signing a manual IDB instead:

  • At signature step, select cancel on Verifone or wait until the Verifone times out.
  • It will bring you to the blank signature pad on RPS, select manual signature.
  • That will be the end of the RPS transaction
  • Write the tracking number and name of the recipient on a manual IDB and ask the customer to sign it
  • Retain the signed IDB with your end of day reports.

Registered and Xpresspost Certified items must be signed for by the customer. If the customer refuses to use the Verifone pin pad or sign the manual IDB, advise them that you are not able to deliver the item until a signature has been captured.

Your safety matters most. If an upset customer threatens you and demands you hand over an item, give it to them without hesitation or confrontation. Sign the IDB on their behalf, noting “customer refused to sign” and file with your end-of-day reports. Report the incident to your team leader as soon as it is safe to do so. Call the police to report any violence or threats.

For transactions that require Proof of Age or Proof of Identity, should we ask customers to remove their face coverings to do so?

It remains Canada Post’s legal responsibility to validate a customer’s identity for all Proof of Age (POA) and Proof of Identity (POI) items. To perform this safely, ask customers wearing face coverings to remove them briefly for identification purposes. Thank the customer for their understanding and, if necessary, explain that our obligation to perform due diligence has not changed.

If a customer refuses to remove their face covering, you cannot complete the POA or POI process or deliver the item to the customer. Your safety matters most. If an upset customer threatens you and demands you hand over a package, give it to them without confrontation. Report the incident to your team leader as soon as it is safe to do so. Call the police to report any violence or threats, or if anything was stolen.

Does the same apply to those wearing head or face coverings for religious reasons?

Yes. According to the Canadian Civil Liberties Association (CCLA), “A woman will have to remove her niqab for identification purposes, but this could be done privately in the presence of women only.” Significant efforts should be made to ensure that any interference with religious freedom is as minimal as possible.

Should retail employees continue to sell the signature option on products?

No. Until further notice, we will not offer the signature option to customers.

Senders will still have access to up-to-date tracking information and will receive confirmation of delivery – just without the receiver’s signature.

How long do customers have to retrieve carded items?

Effective July 31, we returned to a 15-day time limit for customers to retrieve their carded items as specified on their Delivery Notice Card (DNC).

Service guarantees displayed in RPS for all products, including Priority and Xpresspost, domestic and international, are suspended until further notice.

All post offices should ensure that their RPS sign advises customers that service standards displayed on the InfoBoard have been suspended.

As required, advise customers there are no service guarantees on any of our products at this time and direct them to our website for further details. Customers should continue to track their parcels on our website or our mobile app for the latest information.

It’s important for customers to understand that our call center agents are open to serve, but have no further details if their items are delayed or if customers are looking for a status update.

Insufficient and make-up postage

What is the process now at Retail if Domestic, U.S. or International Lettermail has insufficient postage?

To help reduce contact between customers and retail employees, any letters that are short paid in the mail stream should be delivered as if they were fully paid. Do not RTS these items.

Any items found unpaid (no stamps, postage meter impression or indicia on mail items) in the mail stream are to continue to follow the current process.

What process should I use for make-up postage?

If a customer’s item needs more postage than what they have affixed to it, where possible, use postage labels printed from the RPS system in lieu of stamps from your inventory. This will minimize contact with the customer.

Only accept properly packaged items

For your safety and to reduce the risk of transmission of COVID-19, do not accept unpackaged items or offer to assist customers in packaging their items, including returns. Only accept items that have been properly packaged. If a customer approaches the counter with an unpackaged item, recommend our flat-rate boxes as an easy and affordable solution.

If required, you can print and display the Please package and label your parcels poster from the Post Office Information Center, under Resources > Post Office Signage and Posters.

Safety supplies (face coverings, hand sanitizer, disinfecting spray, gloves and paper towels)

We have provided safety barriers, hand sanitizer, disinfectant wipes/spray, paper towels and nitrile gloves to all post offices. Some offices were able to source products locally, and we would encourage you to continue to do so if you run low. If you don’t have hand sanitizer and are unable to find any locally, please take the time to wash your hands as often as possible throughout the day. Health experts agree that hand washing is the single most effective method of preventing the spread of the virus.

Replenishing safety supplies: If your post office is running low on previously provided safety supplies (hand sanitizer, disinfecting spray, paper towels or gloves), advise your local team leader (LAS, LAM or RBM), who will be able to re-order supplies for you. Orders will be filled as supplies arrive in the warehouse and shipped directly to the post office. Orders for various supplies will not be consolidated and may not arrive at the same time. Some post offices are able to source these supplies locally, and may do so.

Face Coverings:The company-supplied face coverings are one-size fits all, loose-fitting masks that cover the nose and mouth, and have ear loops. All employees who receive face coverings are asked to review the job aid on how to properly put on, remove and wash a face covering.

Personally supplied face coverings: If employees wish to wear a personally supplied face cover, they are free to do so. It is important that users of personal face coverings follow the manufacturer’s specifications for maintenance, care and handling of that equipment.

We will continue to evaluate our approach based on the guidance of public health authorities and keep you informed of any changes.

How should I clean other electronics (RPS screens, keyboards, computers, printers, etc.)?

For post offices that have cleaning services provided by JLL or a contracted third party, regular cleaning is provided to all primary surface areas and high touch points (counters, postal box doors, door handles, light switches, cabinet handles, faucets, etc.). Contracted cleaning services will not clean any electronics, including your RPS touch screen, computers, printers and the Verifone pin pad. Following are some guidelines for the proper cleaning of these electronics. These guidelines conform to recommendations from the Government of Canada on proper cleaning and disinfecting. For your own safety, always wash your hands before and after cleaning anything.

How to clean electronic surface areas (RPS screens and keyboards, computers, printers, etc.):

      1. 1. After washing your hands, put on protective gloves if available.
      2. 2. Power off or unplug the device before cleaning it.
      3. 3. Apply a few drops of soap, alcohol-based cleaner or household cleaner (like Fantastik) to a damp clean cloth or paper towel
      4. 4. A sanitizing wipe can also be used. If the wipe is too wet, wring some of the moisture out before using. Never add additional cleaning agents to a wipe.
      5. 5. Use a clean paper towel to dry off the electronic device once cleaned.
      6. 6. After the cleaning, properly remove and dispose of your gloves immediately. Refer to this job aid for proper procedure.
      7. 7. Wash your hands properly with warm water and soap again.
      8. 8. Contaminated disposable cleaning items should be placed in a lined garbage bin. Reusable cleaning items should be regularly washed in hot water (60 °C to 90 °C) with laundry soap.

Warnings

      • Do not use too much soap or water. Too much liquid can damage the device.
      • Never spray cleaners directly on electronic devices. Apply the cleaning solution to a cloth or towel and then wipe down the device.
      • Never use acetone, thinners or commercial degreasers to clean devices.
      • Do not use a dry cloth or duster, as they can reintroduce viral droplets into the air.

What more are you doing to keep us and our customers safe in Retail post offices?

We are taking action through a number of activities designed to protect your health and safety and the safety of our customers, while maintaining mail service to all Canadians.

Parcel delivery and carding: To minimize customer contact we have revised our safe drop process for our Retail clerks and our delivery agents by removing the requirement to capture signatures for most deliveries to the door and for carded items.

Physical distancing: For your safety and the safety of your customers, waiting customers should be spaced 2 metres (6 feet) apart. Signage and floor decals have been provided. For smaller offices, limit the number of customers in the office at any one time. If that means locking the doors and having customers queue outside, please do so.

Most post offices will receive a new door decal to promote physical distancing. It is important to remove all previous door signage issued by Canada Post and replace it with this single door decal.

Encourage paperless transactions: Please encourage all customers to use the tap function on their credit/debit cards whenever possible. If a customer is not able to pay by tap, we will continue to accept cash as a method of payment.

Limiting PIN pad interactions with the customer: We suppressed as many processes as possible that require the customer to input information with the VeriFone PIN pad (mail forwarding, scale transactions, MoneyGram, money orders, etc.). Customers who do not wish to use the PIN pad can elect not to, and once the process times out (it takes 30 seconds) you can still complete the transaction within RPS.

Stamp/coin allocations:

Monthly allocations of new Royal Canadian Mint coins resumed in August. Post offices that were receiving an allocation prior to April will start receiving their August coins. All new coins will be available by Direct Ship as of the launch date of August 4. All products will appear in the new Direct Ship binder (which is replacing Newly Minted) sent to stores around the same time. Stamp allocations have not resumed, and outlets are encouraged to order new stamp products to meet customer demand.

Sales Focus Campaigns: To help post offices focus on providing essential mail and parcel services, the Sales Focus campaign for May and June were cancelled. Furthermore, the final results for Cycle 2 (March/April) were adjusted to better reflect a time period in which all post offices had an equal opportunity to promote and sell the featured service. National Sales Focus campaigns and contests were reintroduced beginning with cycle 4 on July 1, 2020.

Limit emergency orders and use Direct Ship more often

Our warehouse has reduced its staff to enable proper physical distancing practices. The primary focus for the warehouse at this time is the distribution of protective materials and safety supplies to post offices. To help support them, please refrain from calling the Order Management Centre (OMC) to place an emergency order for non-critical items. This will help make sure the shipping of protective materials remains a priority.

You can help preserve your on-hand inventory by using Direct Ship to place orders that will be delivered directly to the customer’s address. Customers can also order items from home at canadapost.ca.

Where can I find a list of countries no longer accepting mail?

The list of countries with mail suspensions is updated daily on POIC and is printable. Click here, then scroll to International > Many destinations impacted > International suspensions > See details.

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Protective barriers

Why did we select these barriers?

      • The chosen barriers were produced by a company that has supplied thousands of these shields to retailers like Pharmasave, IDA, M&M Meat Shops, Hasty Markets and many others.
      • The shields are light weight, durable, and easy to assemble and install to the ceiling.
      • They are a proven and reliable way to protect against Covid-19 while serving customers – they block respiratory droplets released through coughs and sneezes.

What are barriers made of?

      • The shield is made of PVC (polyvinyl chloride), which is resistant to aging and discolouration.
      • They provide for better transmission of sound over thicker acrylic barriers.
      • PVC is impermeable to germs and can be easily cleaned using dish soap or alcohol-based cleaners.
      • Barriers made with other materials can be damaged or become cloudy if cleaned with the wrong cleansers.
      • The thickness level of these barriers has no bearing on the level of safety provided. They provide the same level of safety against the virus as the thicker acrylic ones.

Why did we go with a hanging barrier?

      • Since our post offices come in many different configurations, we needed a solution that could be adaptable to the largest number of counter layouts.
      • The hanging option is light weight and can be installed and maintained easily.
      • Countertop barriers can be difficult to properly clean and sterilize, particularly at the base.
      • Hanging barriers like ours provide safety to our employees from coughing or sneezing customers, while still allowing for the handling of items over the counter.

How to clean the protective barrier

The barrier is made of PVC (polyvinyl chloride) which is impermeable to germs and can be easily cleaned using a clean soft cloth (no abrasive or rigid materials) and warm water with a mild liquid dish soap. Ensure you are cleaning the barrier safely, using a ladder if required, and maintaining three points of contact (both feet and one hand) with steady surfaces at all times.

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Leave

I have not been able to find care for my family as a result of COVID-19. Can I continue to take Special Paid Leave for child or elder care?

All employees are asked to make every reasonable effort to find alternative measures to meet their child and elder care obligations. These measures may include family members, private professional support, private and public daycare, summer camps, etc. If alternative arrangements are not possible as a result of COVID-19, alternative workplace accommodations should also be considered including working a different shift, part-time hours, weekends, etc. Please review with your Team Leader or your HRBP.

Additionally, all employees, with the exception of those represented by PSAC, must exhaust their Personal Days first prior to accessing Special Paid Leave. This means, the new personal day quotas granted on July 1 must be exhausted prior to requesting Special Paid Leave.

Can I cancel my planned vacation leave and take Special Paid Leave for child or elder care instead?

No, all planned vacation leave on or after June 1 must be taken. Planned vacation leave cannot be cancelled and replaced with Special Paid Leave.

Do I have to use my Personal Days prior to accessing Special Paid Leave for child or elder care?

All employees, with the exception of those represented by PSAC, must exhaust their Personal Days first prior to accessing Special Paid Leave. This means, the new personal day quotas granted on July 1 must be exhausted prior to being coded Special Paid Leave.

Who is required to be in quarantine / self-isolation?

      • All employees who returned from international travel (including the U.S.) since March 14
      • Employees who left Canada on or after March 16 and are returning are required to quarantine for 14 days but will not be entitled to Quarantine Leave through Canada Post.
      • Anyone directed to quarantine by their public health authority or medical physician based on symptoms and exposure.

Will I be paid if I am in quarantine?

We are working on a simple process for quarantined employees so they can access paid leave without delay. It applies to the following:

      1. 1. An employee who exhibits symptoms of COVID-19 and must self-quarantine for 14 days as certified by their public health authority or medical physician.
      2. 2. Upon return to Canada: An employee who has returned from any international travel must self-quarantine for 14 days.

Employees are asked to advise their team leader who will report the quarantine case and provide further instructions.

If the illness persists beyond 14 days, the employee may be eligible for STDP.

Please note, on March 13, 2020 the Government of Canada directed all Canadians to cancel non-essential international travel. Therefore, if an employee decided to depart the country following this directive (departing on or after March 16, 2020) they will not be eligible for paid quarantine leave and will be expected to use other leave available to them such as personal days, annual leave and leave without pay.

What help is available for employees who need to care for their children due to school and daycare closures?

We want to support employees and offer some peace of mind as they seek child-care alternatives. Our approach combines the use of existing personal days and special leave provisions. We have updated our process by allowing for Special Leave beyond April 10 and until further notice, an approach that aligns with the Government of Canada.

Employees in this situation should talk to their team leader and continue seeking alternative care arrangements.

You can also share with your employees the following information on child-care options that are available in provinces and territories.

The following job aid will help you enter leave codes in SAP.

What help is available for employees who care for an elder?

The same policy we’ve adopted for Special Leave for child care will also apply to elder care.

Employees who need to care for elderly parents should talk to their team leaders and continue seeking alternative care arrangements. If needed, the following three-stage approach is now in place to help. As well, we have updated our process by allowing for Special Leave up to April 10.

      1. 1. Employees in this situation must use their remaining personal days first.
      2. 2. Team leaders can now approve Special Leave (code 9200) up to April 10.
      3. 3. If further leave is required following the additional leave, the team leader will escalate to their general manager for review and receive a timely decision.

Employees who work in an office setting are encouraged to continue seeking alternative care arrangements for elderly parents and talk with their team leaders. If needed:

      • Discuss the option of working from home with their team leader (if they haven’t already been asked to work from home).
      • This needs to be approved by their general manager via email, copying their Human Resources Business Partner (HRBP).

How does someone change vacation leave that they had booked earlier?

Given the exceptional circumstances around COVID-19, all employees in MGT & Exempt and those represented by PSAC, CUPW, APOC and CPAA are allowed to cancel vacation leave previously booked up to and including May 30, 2020.

An employee who is cancelling vacation must advise their team leader. However, the options and processes are different for each employee group. Please choose from the following list for more information:

I don’t qualify for paid quarantine leave. Am I entitled to any form of compensation while away from work?

Yes, through Employment Insurance (EI). To apply, you’ll need a Record of Employment (ROE).

Contact your team leader, who can request this for you.

Can I get a Record of Employment (ROE)?

      • Employees are eligible for a Record of Employment if they find themselves under one of the following situations:
        • No work available – After seven consecutive calendar days with no work
        • Unable to work (Quarantine, Child Care, Illness, High-Risk Group) and no access to paid leave through Canada Post

How does an employee request a Record of Employment?

      • To request a Record of employment, contact AccessHR at 1-877-807-9090.
      • Provide your employee ID number, your last day paid (if known) and the reason for your request (For example: No work available; Quarantine, Caregiving for Covid-19; COVID-19 high-risk group)
      • ROEs are automatically sent to Service Canada.

You can retrieve and print the ROE on the Service Canada website if you want a hard copy.

How do I contact Service Canada?

You can call Service Canada at 1-866-372-7742, or click here.

Short Term Disability Plan (STDP):

      1. How will employees apply for benefits under the Short-term Disability Program (STDP)?

        Employees will continue to follow the regular process to apply for STDP benefits unrelated to COVID-19. The usual waiting periods continue to apply.

      2. Will medical documentation be required in new STDP claims?

        Employees who are able to obtain an attending physician’s statement or equivalent medical documentation should continue to do so. We recognize some employees may have difficulty obtaining this documentation during this busy period, so have temporarily waived the deadline to submit. Salary continuance will be extended beyond the 16-day deadline to ensure there is no disruption to the employee’s benefits, as long as the employee continues to make a demonstrable effort to obtain the required documentation.

      3. Will medical documentation be required for continuing STDP claims?

        Case managers will work with employees to ensure sufficient documentation is on file to continue ongoing support in STDP claims. The deadline to submit medical documentation in files is temporarily waived to ensure there is no disruption in benefits in the event documentation cannot be provided.

      4. What if I was on Quarantine Leave and I then need to apply for STDP? Will additional medical documentation be required? Will I need to serve a waiting period prior to receiving STDP?

        An STDP claim will be initiated for employees requiring additional time away from work following the 14-day quarantine period due to continuing symptoms or a diagnosis of COVID-19. Quarantine leave will satisfy the waiting period for STDP. An attending physician’s statement will not be required. Instead, employees will be asked to complete the “Confirmation of Illness Form”. This form has been developed by the Canadian Life and Health Insurance Association (CLHIA) to manage COVID-19 related STDP claims. A physician’s signature is not required.

What is the process for employees to return to work following a 14-day quarantine leave?

Employees who are on Quarantine Leave will receive an automated phone call from the Disability Management team that will help determine if they should return to work or if their situation requires further review.

This new automated call will be for employees who were placed on a 14-day Quarantine Leave if they:

      • Were symptomatic
      • Came in contact with someone who has been exposed to COVID-19
      • Have come back from international travel

Employees who are on Quarantine Leave will receive an automated phone call from the Disability Management team that will help determine if they should return to work or if their situation requires further review.

This new automated call will be for employees who were placed on a 14-day Quarantine Leave if they:

      • Were symptomatic and advised to self-isolate by their local Public Health authority and/or a medical physician
      • Came in contact with someone who has been exposed to COVID-19 and advised to self-isolate by their local Public Health authority and/or a medical physician
      • Have come back from international travel

Employees placed on Quarantine Leave for these reasons can now be cleared to return to work by Canada Post if their leave requires no further review. Our process for having employees return to work continues to align with Canada Life and the recommendations of public health authorities

Employees on Quarantine Leave should look for a call from the phone number: 1 866 325 0052 with the caller ID of Canada Post.

During the automated call, employees will be asked to confirm their employee ID and complete a short screening assessment that will help determine if they can return to work or if their file requires further evaluation.

Employees who have reached the end of their quarantine, but might not have been available to take the automated call, can call 1 866 325 0052 to go through the clearance process for returning to work.

Employees who are cleared to return to work will be asked to contact their team leader to confirm details of their next shift.

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