COVID-19 FAQ

Preventative Measures

Face Covering

Group meetings and training

Facility Maintenance, Contractors and Visitors

Mail Processing / Collection & Delivery

Retail / New processes

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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:

You are encouraged to try to 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.

If you choose to use disposable gloves, remember that:

  • Improper use of gloves can provide a false sense of security and does not replace regular hand-washing practices.
  • Wash your hands for 20 seconds with soap and water, if available. If not, use hand sanitizer before putting gloves on.
  • Before leaving your work centre, use the proper techniques to remove your gloves. This job aid shows you how. Then wash your hands immediately and dispose of the gloves in an appropriate garbage bin.
  • Do not touch your belongings, or leave the workplace, before you have:
    • removed your gloves
    • disposed of them properly in a garbage bin, and
    • practised proper hand hygiene.
  • Do not leave used gloves on any workplace surfaces or drop them in the parking lot or anywhere in the community. You are responsible for the proper disposal of used gloves in garbage bins. Protect the environment and members of your community by following best practices.

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.

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.

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Face Covering

What if my facility is in a red zone and I can’t wear a face covering due to medical, religious or other human rights grounds?

Discuss your concerns with your team leader to determine if you can work together to find a solution. If medical reasons prevent you from wearing a face covering, a medical certificate is required to validate the need for accommodation. If you cannot wear a face covering for religious reasons, you will need to complete the Religious Accommodation Questionnaire. We will review the options for workplace accommodation.

What should we do with unused supplies of face coverings?

The reusable face coverings are quality washable three-ply non-medical masks and they are not branded; employees can keep them for their own personal usage if they wish. Extra supplies can be donated to a local shelter or other local charity.

Team leaders should not return their extra supplies of reusable face coverings to the warehouse.

What should I do if a customer is angry or acting aggressively because I choose to wear a face covering?

Your safety always comes first. You should not tolerate aggressive behaviour from customers or anyone else, including violence, harassment, threats, intimidation, inappropriate language and bullying.

If you are confronted by a customer and you believe your safety is at risk:

  • Do not put yourself in harm’s way. Your safety is most important.
  • Disengage immediately from the situation and get to a safe place.
  • If you are in danger, call 9-1-1.
  • If a customer threatens you and demands that you hand over a package or anything else, give it to them without confrontation.
  • As soon as it is safe to do so, report the incident to your team leader or, alternatively, another member of management or a bargaining agent representative.
  • Call the police (or have your team leader call the police on your behalf) to report any violence or threats, or if anything was stolen.
  • If you need additional support following an incident, confidential help is available through the Employee and Family Assistance Program at no charge.
    • Homewood Health, our EFAP provider, is available to help 24 hours a day, 7 days a week: 1-866-565-4903.
    • Our Keep Wellness in Mind website also has additional information on dealing with issues such as aggressive behaviour, as well as how to support your overall mental and physical well-being.

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.

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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. Be prepared to hold hybrid meetings because some participants may unexpectedly need to attend remotely.

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Facility Maintenance, Contractors and Visitors

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. Contractors and visitors must also review the self-screening questions before entering a Canada Post facility and follow the instructions outlined on the poster if they answer “yes” to any of the questions.

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.

  • What you need to do:
    • 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.
    • Try to 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.
    • Try to hand off paperwork by minimizing contact with others when you can. 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.
    • What you must not do:
      • 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 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.

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Retail

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.

Expired ID

Some provinces may allow the use of expired driver’s licenses, health cards and other forms of provincial identification, and residents have been assured expired identification may still be used.

Canada Post will allow the use of expired government-issued identification for most carded items that don’t require the capture of the ID, including Proof of Age, Customs Owing or COD items. Refer to the attached Quick Reference Chart to see which transactions allow expired ID to be used.

For transactions where we still need to capture ID, RPS will not allow you to enter an expiry date that has already passed. When this happens, your first choice should be to request another piece of valid government-issued ID from the customer.

Note when using provincial health cards as a method of identification:

  • Ontario health cards may only be accepted for delivery of carded items; but the number cannot be recorded. Ontario health cards cannot be used for Proof of Identity (POI) items.
  • Manitoba and P.E.I. health cards are not to be used as identification as they are prohibited by provincial legislation.
  • While provincial legislation prevents us from requesting Quebec health cards as a form of ID, customers may voluntarily use it.

Handling difficult situations

For items that still require valid ID (POI or Customs owing of $3,000 or more):

  • If the customer is not satisfied or can’t provide a valid and current alternate ID, refuse delivery in RPS and return the item to the sender.
  • If the customer poses a threat or becomes aggressive, do not put yourself at risk. Refuse delivery in RPS and hand the item to the customer.
  • Take note of the item tracking number (or DNC number) and escalate to your RBM/LAM/LAS.
  • Take note of the item tracking number (or DNC number) and escalate to your RBM/LAM/LAS.

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.

How long do customers have to retrieve carded items?

The standard carding process applies. Customers have a 15-day time limit for customers to retrieve their carded items as specified on their Delivery Notice Card (DNC).

Resuming Canada Post’s On-time Delivery Guarantees for parcel services

The delivery guarantees for International and US products remain suspended.

Given the unpredictability of the COVID-19 situation, guarantees and service standards remain subject to change.
Customers who have questions or concerns about our services standards or suspension of service to some international destinations can find more information online at canadapost.ca/servicealerts.

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 centre 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 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 face coverings, 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 run out of 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 (face coverings, 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 may be able to source these supplies locally, and may do so. Please note that only Canada Post-supplied face coverings may be used in corporate post offices. These face coverings are automatically allocated to corporate post offices. Smaller sized face coverings and additional quantities of the reusable and disposable (medical) blue face coverings can be ordered by your team leader.

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.)?

  • Make a sure to follow the steps below when sanitizing the Verifone PIN pad.
    1. 1. Use a lightly-dampened, clean microfiber cloth or a clean paper towel, with a drop or two of pH-neutral, non-scrubbing soap (like dish soap) or cleanser to gently clean the device.
    2. 2. After cleaning, the devices can be sanitized using an alcohol-based wipe or appropriate alcohol-based cleaner (approximately70% to90% strength isopropyl alcohol) applied to a microfiber cloth.
  • What you need to know:
    • Never spray coat or pour any liquid, sanitizer or disinfectant directly onto the device.
    • Never use harsh detergents, abrasive cleansers, bleach, hydrogen peroxide, thinner, commercial degreasers or acetone.
    • Refrain from scrubbing or rubbing vigorously with a dry towel, or shaking the terminal(s), as this could trigger a tamper alert.

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.

For your safety and the safety of your customers, plastic barriers at the counters remain in place at this time. Waiting customers are encouraged to respect 2 metres (6 feet) distancing as suggested by floor decals.

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.

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Leave

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

Anyone directed to quarantine by a qualified medical practirioner (including public health) based on symptoms or if you test positive for Covid-19 Valid documentation will be required to support an employee’s request for Quarantine Leave. Please discuss with your Team Leader or your HRBP for further guidance.

Will I be paid if I am in quarantine/isolation?

Eligible employees (in accordance with your collective agreement), upon your return to work, will be required to provide a certificate from a qualified medical practitioner or a photo of a positive Covid-19 test, placed on a piece of paper that shows the date of the test, their name and their signature in order to receive payment for Special Paid Leave – Quarantine.

If you are unable to provide the required documentation, other leave options are available (in accordance with your collective agreement), such as Personal Days or Unpaid Sick Days.

If the illness persists following your quarantine/isolation period, you may be eligible for STDP.

What is the process for employees to return to work following quarantine leave?

Upon your return to the workplace after your period of quarantine you are required to wear a CPC-issued Level-2 medical mask for an additional 5 days.

You will also be required to provide a certificate from a qualified medical practitioner or a photo of a positive Covid-19 test, placed on a piece of paper that shows the date of the test, your name and your signature ,in order to receive payment for Special Paid Leave – Quarantine.

If you are unable to provide the required documentation, other leave options are available (in accordance with your collective agreement), such as Personal Days or Unpaid Sick Days.

For any questions, please contact your team leader.

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. All standard procedures will apply.
  2. 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 regular process to apply for STDP benefits. Please speak to your team leader for more details regarding the waiting period

What’s done with the documentation I provide?

Documentation submitted (medical certificate or photo of positive rapid test result which is signed and dated) will be reviewed by the team leader. Unless an employee requests otherwise, once reviewed the documentation will be destroyed immediately if the leave is approved (physical copies shredded, electronic copies deleted from email). If the leave is not approved a copy of the documentation may be retained.

How long do I have to provide the necessary documentation?

You will have 5 days upon your return to work to provide the required documentation to support your Quarantine Leave. Extensions may be provided taking into consideration of individual circumstances

What if I don’t work on site with TLs?

You would follow the usual process you have in place for providing documentation to your TL. For example, send by email or by mail.

Will documentation be kept with the local Team Leader?

Either a medical certificate or photo of a positive test will be provided to the Team Leader but will be destroyed (shredded) after approved. When cases are not approved, we will retain a copy of the documentation submitted by the employee.

If Quarantine leave is denied and an employee is placed on LWOP-sick, will overpayment rules apply?

Yes

Who is responsible for paying for medical certificate?

Employees are required to pay any fees for obtaining a medical certificate.

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