Updated on October 27, 2021 at 3 pm EST

Preventative Measures

Face Covering

Travel – personal and for business

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:

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

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)
    • Jeff Rudling (Central)
    • Bradley Wallis (Prairie)
    • Marti-Lynn Curtis (Pacific)
    • Andrew Fisher (National)

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)
    • Jeff Rudling (Central)
    • Bradley Wallis (West)
    • Andrew Fisher (National)

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.

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.

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Face Covering

Are employees required to wear face coverings in regions where provinces and municipalities have relaxed there COVID health and safety measures and no longer require face coverings in public indoor settings?

Regardless of the new rules that may come into force in your area, face coverings will continue to be required for all Canada Post employees and contractors. This is required by ESDC based on the guidance of the Public Health Agency of Canada.

Why are second-generation face coverings now mandatory?

To reduce the spread of the disease, the Public Health Agency of Canada recommends wearing a three-layer non-medical mask or face covering that includes a middle layer of filter-type fabric, when you are in shared indoor spaces with people from outside your immediate household.

What is the difference between the second-generation face covering and the current (first-generation) face covering?

The main difference is that the second-generation face covering includes a middle layer with filtering material that adds extra protection against COVID-19 by trapping smaller infectious respiratory particles. To help differentiate the two face covering models, the ear loop color has been changed from white (first-gen.) to black (second-gen.) and a reference poster is available.

Why are employees only permitted to wear the second-generation face covering or medical masks that have been provided by Canada Post?

Following workplace inspections, Labour Canada raised concerns with the quality of face coverings being used in Canada Post facilities. Canada Post has been directed to enforce the Public Health Agency of Canada guidelines for face coverings. The second-generation face coverings and disposable single-use medical masks provided by Canada Post are compliant with the requirements.

Can I continue to wear my first-gen. face covering that was supplied by Canada Post?

No. All first-generation face coverings must be replaced with the second-generation version as soon as supplies are received.

Are face shields as effective as non-medical masks or face coverings?

Face shields have never been thought to be as effective as proper masks in preventing the spread of respiratory droplets. A face shield is used to protect the eyes of the person wearing it. Using a face shield without a mask won’t protect you from potentially inhaling infectious respiratory droplets exhaled by others. If you become sick, a face shield also won’t protect others from your infectious respiratory droplets because they can escape around the face shield.

Why do I see some colleagues wearing face shields?

With the increasing spread of COVID-19, we are now limiting the use of face shields to those employees who need to be accommodated on human rights grounds and where other protective measures can be taken to keep people safe. Those who use a face shield should refer to the Job Aid: putting on and removing a reusable face shield. If you require accommodation on medical or other human rights grounds, please speak to your team leader.

What if 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 first-generation face coverings?

The first-generation face coverings are quality 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 first-generation face coverings to the warehouse.

Can I wear my own face covering?

No, employees cannot wear their own face covering. Canada Post will ensure that employees are provided with face coverings that are compliant with Public Health guidelines.

Why is the reusable fabric second-generation face covering preferred instead of the disposable single-use medical masks?

Use of the disposable single-use medical masks should be limited as much as possible because of their negative environmental impact (they generate a lot of waste).

Do customers need to wear face coverings while visiting a post office?

Customers are expected to follow the provincial or municipal requirements for face coverings. In areas where face coverings are no longer mandatory in public indoor settings, signage will remain posted indicating that face coverings are recommended.

In areas where provincial or municipal requirements for face coverings remain, if customers are unable to wear a face covering, several accommodations may be considered at the discretion of the employee.

  • Customers may be encouraged to wear a face shield and maintain strict physical distancing.
  • Curbside pickup may be arranged where such service can be done safely.
  • Customers may be asked to consider authorizing a designated third party to collect mail or conduct postal business on their behalf.

What should I do if a retail customer isn’t wearing or won’t wear a face covering?

For areas where face coverings remain a provincial or municipal requirement, if a customer isn’t wearing a face covering, begin by reminding them of our requirement. If the customer refuses to wear a face covering, you may refuse service and ask the customer to leave. If the customer refuses to leave, inform them that you will call the police.

For areas where face coverings are no longer a provincial or municipal requirement, employees must not refuse service to customers who choose to enter a post office without a face covering. There is no need to discuss face coverings with customers.

What should I do if a customer is angry or acting aggressively because they need 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.

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.

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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Travel – personal and for business

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

Employees returning from international travel must follow Public Health guidance if self-isolation and testing protocols are required.

Employees will not be eligible for paid quarantine leave when required to isolate as a result of international travel.

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-critical travel within Canada. If travel within Canada is necessary, talk to your team leader and follow the pre-approval process. We continue to encourage those who travel by vehicle for business to do so when necessary.

What are some examples of business-critical matters that may still require travel within Canada?

  • Business-critical matters includes travel that is required for meetings with customers for protecting or generating revenue, congestion/capacity issues and peak readiness, essential training for frontline employees, and ensuring the health and safety of employees.

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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 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, Canada Post requires all visitors and contractors to comply with its screening questionnaire and face covering requirements.  A talk track is available for CPC contract managers to advise visitors/contractors about face coverings and screening forms on Canada Post Premises.  .

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 Highway service contractors are required to complete a screening form. 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).

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.

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.

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Retail

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

Yes. Canada Post employees must wear a face covering when visiting dealer post offices.

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.

Maximum capacity door signage

Some regions and provinces have reduced the number of people allowed inside retail stores. For your safety and the safety of your customers, a “maximum capacity” door sign has been created.

What you need to do:

  • If you have not done so already, determine the maximum capacity of your post office by counting the floor decals used for physical distancing (the number of floor decals should equal the maximum capacity of your office) or measure 2 metre (6 feet) increments from your counter to the office door.
  • If you are missing decals or need new ones, contact your team leader to order replacements.
  • You can create a poster for your location by downloading it from the POIC in the “Post office Signage and Posters” section under “Resources”.
  • The pdf file should allow you to enter the maximum capacity prior to printing. If not, print the sign and use a black marker to add your maximum capacity.

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

For all Proof of Age, Proof of Identity, Customs, and 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.

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 domestic parcel services Updated

Effective August 23, 2021, On-time Delivery Guarantees resumed for domestic parcel services.The On-time Delivery Guarantees only applies to the delivery of domestic parcel services including Flat-Rate Boxes, Xpresspost and Priority. Parcels shipped before August 23, 2021 will not qualify for the guarantee.

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

Previously, Canada Post temporarily allowed shortpaid mail to be processed (instead of returning to sender) to help reduce contact during the pandemic.

With COVID-19 restrictions easing across the country, Canada Post is gradually rolling back many of the temporary measures it implemented to keep people safe during the pandemic.

Effective August 2, we have returned to the normal CMS process for handling shortpaid mail.

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.

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.

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Leave

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

Anyone directed to quarantine by their public health authority or medical physician based on symptoms and/or exposure. Please discuss with your Team Leader or your HRBP for further guidance.

Will I be paid if I am in quarantine?

Eligible employees in accordance your collective agreement can access Special Paid Leave – Quarantine. It applies when self-isolation is directed by a public health authority.
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 is the process for employees to return to work following quarantine leave?

If you were advised to quarantine by public health because you have tested positive for COVID-19 or deemed presumptive positive for COVID-19 based on contract tracing, you are required to complete a mandatory 14 day self-isolation. Your team leader is required to report this quarantine leave to the Disability Management team.

When you approach the end of your quarantine leave, you will receive an automated phone call from the Disability Management team at 1 866 325 0052 that will help determine if you are cleared to return to work or if your situation requires further review. 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 leave requires further evaluation. The results of the screening call will be communicated to your team leader once completed.

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.

If you were advised to quarantine by public health for less than a 14 day period such as pending COVID-19 test results or cessation of symptoms, you may return to the workplace following the isolation period provided by public health. An automated call will not be received in these cases.

For any questions, please contact your team leader.

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-Pandemic 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-Pandemic. This means, the new personal day quotas granted on July 1 must be exhausted prior to requesting Special Paid Leave-Pandemic.

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, 2020 must be taken. Planned vacation leave cannot be cancelled and replaced with Special Paid Leave-Pandemic.

Do I have to use my Personal Days prior to accessing Special Paid Leave-Pandemic 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-Pandemic. This means, the new personal day quotas granted on July 1 must be exhausted prior to being coded Special Paid Leave-Pandemic.

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

Yes, if eligible 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 (SDTP)

  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.

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