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Customer Service
The following sections are covered in this chapter:
Q. Can I renew, cancel or amend my mail redirection request while being outside of Canada? A. If your original redirection request was submitted at a post office, you may ask a friend or family member to complete a Change of Address Notification form on your behalf. To do so, proof of authority to act on behalf of another person and acceptable personal identification are required (see section 6.3 of the “ABCs of Mailing” chapter). The form may be completed at any post office in Canada. The renewal notification should be completed approximately three (3) days before your Change of Address Notification expires, so that the administrative tasks involved in renewing the service may be completed prior to the expiry date. Q. Can I renew, cancel or amend my mail redirection service request online? A. If your original redirection request was submitted online, you can make changes online. Once complete, confirmation of the change will be emailed to you. To renew an active redirection service online, you must submit the renewal request no later than three (3) days before the service is set to expire. This can also be done while outside of Canada.
Q. How can I apply for a job at Canada Post? A. Visit www.canadapost.ca/jobs for a list of Job opportunities available at Canada Post.
Q. Why can’t I find a postal code for Rural or PO box addresses when using the Postal Code Look-up tool at www.canadapost.ca on the Canada Post website? A. Try using the Rural Addresses and Post Office Boxes Search option on the right-hand side of the screen in the Postal Code Look-up tool. If you still cannot find the postal code you are looking for, it may be that you are searching for a civic address while there exists a different mailing address such as a rural route number.
Q. A parcel that I sent containing a birthday gift was completely destroyed. It was packaged properly so I would like to be compensated. A. If you have purchased insurance on this item when you mailed it (or used a traceable product where insurance is included), you may make an enquiry or open a claim by visiting the following web page:
Q. I am waiting for a parcel that was mailed from another country. It should have arrived by now and I am wondering where it is? A. You should ensure that the sender used your valid and complete mailing address. If so, the sender should contact his/her local post office to open an enquiry, as the originating postal administration is responsible for tracing mail items. Q. I just received an item from another country and the contents are broken. How can I make a claim? A. If the damaged item is Registered, insured or a Regular Parcel, the Canadian addressee or the sender in the country of origin can file a claim. However, the addressee must be able to provide Canada Post with all of the necessary details to initiate an international enquiry with the postal administration of origin (i.e. sender/addressee name and address of the sender/addressee, service used, insurance amount, date of mailing, item number, description of contents, value of contents). However, if the damaged item is an international EMS or an inbound item from the U.S.A., the enquiry must be initiated by the sender in the destination of origin. This is in compliance with bilateral agreements signed between Canada Post and the foreign postal administrations/USPS concerning the claim process for these products. Q. I know that an item is being sent to me from another country and I would like to know how long it will take to arrive? A. Canada Post cannot confirm the exact delivery standard for a parcel mailed to Canada from another country. Q. I bought an item through an online auction and it is being sent to me from country X. Can you tell me how much it will cost to ship a 5 kg box (for example) from country X to Canada so that I can verify the shipping charge? A. Canada Post cannot provide prices for mail items originating from other countries. Many foreign postal administrations have a website where you can obtain information.
Q. I purchased an item on an online auction service from a seller in the U.S.A. and it hasn’t arrived yet. I’m worried that it might not have cleared Customs. Can you give me a list of items that are prohibited from entering Canada? A. Questions regarding import restrictions for mail items entering Canada should be directed to the Canada Border Services Agency at 1-800-461-9999. Customers can also visit the CBSA website at www.cbsa.gc.ca for additional information.
When a Customer wishes to make an enquiry about damaged mail or missing contents, the Customer should:
Canada Post employees are not authorized to open mail or read the content of postcards with the exception of staff at the Undeliverable Mail Offices. Canada Customs can inspect mail items entering Canada from other countries. Upon inspection of the item, a Canada Customs Inspected stamp will be affixed to the item. When an item is defaced or open, Canada Post staff will stamp or otherwise mark the item to indicate that it was open or slightly damaged when received. This stamp or notation should not be mistaken for evidence that the item was deliberately opened. In order to request an enquiry, the Customer should retain the envelope or wrapping and call the Customer Relationship Support group at 1-800-267-1177.
Customers should contact the Customer Relationship group at 1-800-267-1177 for questions and concerns about delivery service such as:
The Customer should provide details on times, dates, type of item, type of service used, etc., so that Canada Post’s Customer Relationship Support group can notify the local delivery unit.
To stop receiving Addressed Admail delivered by Canada Post (advertising mail), a Customer can do one of the following:
DO NOT CONTACT SERVICE website: www.the-cma.org The Canadian Marketing Association will automatically transmit the request to the U.S.A. Direct Mailing Association for action.
Visit www.canadapost.ca to find us on the Web.
Customer calls are answered and automatically queued for response. While there may be a brief wait for a representative to reply, all calls should be answered during regular business hours.
To contact Canada Post by mail, write to one of the following addresses:
The Ombudsman is the final appeal authority in the complaint resolution process at Canada Post. Customers must first contact Customer Relationship Support group at 1-800-267-1177 or 1-416-979-8822 outside Canada, to ensure that Canada Post has every opportunity to resolve their complaints. If Customers are not satisfied with the solutions proposed by Canada Post, they may appeal to the Ombudsman. The services offered by the Office of the Ombudsman are free of charge to all Canada Post Customers and all complaints submitted to the Ombudsman remain confidential. OFFICE OF THE OMBUDSMAN AT CANADA POST website: www.ombudsman.postescanadapost.ca |
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