Frequently Asked Questions
- What does the Ombudsman do?
- What is the Ombudsman’s mandate?
- Can the Ombudsman modify the features or options of Canada Post products or services?
- Does the Ombudsman have any say in matters relating to Canada Post employees, contractors and suppliers?
- Will the Ombudsman help me if I have a problem with a Purolator™ product?
- If I want to take the matter to court, will the Ombudsman help me?
- Will the Ombudsman side with me?
- Can I go straight to the Ombudsman with my complaint?
- Can I submit my complaint over the telephone?
- How do I submit my complaint to the Ombudsman?
- What information will allow the Ombudsman to determine whether or not my complaint can be investigated?
- Canada Post already has all the details of my complaint. Why do I have to repeat myself?
- What happens if I do not provide all the relevant information regarding my complaint?
- Is there a time limit for submitting my complaint to the Ombudsman?
- How long will it take the Ombudsman to investigate my complaint?
- What happens after I submit my complaint?
- How will my complaint be investigated?
- How will I be informed of the outcome of the investigation?
- Is there a cost to use the Ombudsman’s services?
- Can I remain anonymous when I contact the Ombudsman?
- Can I request that the Ombudsman not divulge my contact information to Canada Post?
The Ombudsman is the final appeal authority in the complaint resolution process at Canada Post. The Ombudsman independently conducts investigations, questions parties involved in a dispute, determines whether Canada Post has adhered to its policies and procedures, and recommends equitable courses of action in an effort to resolve customer complaints.
What is the Ombudsman’s mandate?
Click here to view the Ombudsman’s mandate.Can the Ombudsman modify the features or options of Canada Post products and services?
The Ombudsman does not become involved in the setting of corporate policies, nor in the definition of service standards. The Ombudsman does not become involved in the Corporation’s relations with its employees, contractors and suppliers.Will the Ombudsman help me if I have a problem with a Purolator™ product?
The Ombudsman will review complaints regarding a Purolator™ product only if the product was purchased from Canada Post.If I want to take the matter to court, will the Ombudsman help me?
The Ombudsman does not become involved in any matter before the courts.Will the Ombudsman side with me?
The Ombudsman is a neutral party who relies on a fact-based investigation process in order to assess if Canada Post reasonably applied its policies and procedures in the initial handling of your complaint.Can I go straight to the Ombudsman with my complaint?
No. You must first attempt to resolve your complaint with Canada Post Customer Service by calling 1-800-267-1177 (1-416-979-8822 outside Canada). You may also submit a complaint to Canada Post online.A Customer Service agent will attempt to resolve your complaint and provide you with a file number referencing your complaint. Once you have a file number, you can submit your complaint to the Ombudsman in writing.
Can I submit my complaint over the telephone?
No. You must submit your complaint to the Ombudsman in writing.How do I submit my complaint to the Ombudsman?
You can submit your complaint to the Ombudsman online, by mail or fax. Download a Complaint form (pdf) to submit your complaint by mail or fax, or submit your complaint online. The Ombudsman needs the following information:- Contact information;
- Canada Post Customer Service file number;
- Summary of your postal complaint;
- Details on how Canada Post offered to resolve your complaint;
- Description of the outcome you believe is fair;
- Information pertaining to the loss, damage or delay of an item, if applicable; and,
- Copies of all relevant documentation, including postage receipt, proof of value of contents, etc.
Canada Post already has all the details of my complaint. Why do I have to repeat myself?
The Ombudsman operates at arm’s length from Canada Post. As such, she does not have access to the details of your complaint.What happens if I do not provide all the relevant information regarding my complaint?
A review of your complaint will not be initiated until all relevant information is provided.Is there a time limit for submitting my complaint to the Ombudsman?
The Ombudsman will not investigate a complaint that is more than 12 months old, unless there are extenuating circumstances.How long will it take the Ombudsman to investigate my complaint?
Depending on the complexity of the case under investigation, the Ombudsman renders a final decision in 10-20 business days.What happens after I submit my complaint?
Your complaint will be reviewed to determine if the matter in dispute falls within the Ombudsman’s mandate. If it cannot be investigated, you will be notified and provided with an explanation of our decision. If your complaint can be investigated, you will be notified that an investigation has been initiated.How will my complaint be investigated?
We will:- Interview parties involved, as required;
- Gather and analyze all relevant information;
- Develop investigative plans;
- Conduct on-site visits depending upon the complexity of the complaint;
- Issue recommendations to Canada Post;
- Report findings to customers.
How will I be informed of the outcome of the investigation?
The Ombudsman’s findings will be conveyed to you by letter, telephone or email depending on your stated preference.Is there a cost to use the Ombudsman’s services?
The Ombudsman’s services are free of charge to all Canada Post customers. However, you must apply the appropriate postage when mailing your complaint and/or supporting documents to the office.Can I remain anonymous when I contact the Ombudsman?
No. You must provide your contact information in order for the Ombudsman to review your complaint.Can I request that the Ombudsman not divulge my contact information to Canada Post?
Yes. However, this will limit the effectiveness of the Ombudsman’s investigation.