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 appeal to the ombudsman over the telephone?
- How do I submit my appeal to the ombudsman?
- What information does the ombudsman need to determine if my appeal 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 appeal?
- Is there a time limit for submitting my appeal to the ombudsman?
- How long will it take the ombudsman to investigate my appeal?
- What happens after I submit my appeal?
- How will my appeal 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). A Customer Service agent will attempt to resolve your complaint and provide you with a ticket number referencing your complaint. You may also submit a complaint to Canada Post online.Can I appeal to the ombudsman over the telephone?
No. You must submit your appeal to the ombudsman in writing.How do I submit my appeal to the ombudsman?
You can submit your appeal online by using our convenient online form or download our Appeal form (pdf) and submit your appeal by mail or by fax.What information does the ombudsman need to determine if my appeal can be investigated?
The ombudsman needs the following information:- Your contact information
- Your Canada Post Customer Service ticket number
- Copies of all supporting documents (i.e. form completed at time of purchase, postage receipt, sales receipt demonstrating the value of the lost or damaged item, etc.), if your appeal pertains to the purchase of a Canada Post product or service
- A summary of your postal complaint
- An explanation of how Canada Post offered to resolve your complaint
- A description of the outcome you believe is fair.
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 appeal?
The ombudsman cannot investigate an appeal if all the relevant information is not provided.Is there a time limit for submitting my appeal to the ombudsman?
The ombudsman will not investigate an appeal that is more than 12 months old, unless there are extenuating circumstances.How long will it take the ombudsman to investigate my appeal?
The timing for a decision depends on the complexity of the issue under investigation and a timeline will be provided once an initial review is completed.What happens after I submit my appeal?
- Once your appeal is reviewed and the decision is made to investigate, you will receive a notice of investigation.
- If your appeal cannot be investigated, you will receive our decision by email.
How will my appeal be investigated?
- During our investigation we:
- Interview relevant parties, if necessary
- Gather and analyze relevant information
- Develop investigative plans
- Conduct on-site visits (only done in exceptional circumstances)
- Once the investigation has concluded, the ombudsman’s findings will be communicated to you.
How will I be informed of the outcome of the investigation?
The ombudsman’s findings will be conveyed to you by mail, 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 appeal.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.