The ombudsman is the final appeal authority in resolving customer complaints, including complaints regarding Canada Post's compliance with the Canadian Postal Service Charter.
If customers feel that their postal service complaints have not been resolved to their satisfaction by Canada Post, customers can turn to the ombudsman for help.
Learn more about What we do »
Mandate (pdf)Learn more »
Brochure (pdf)Download the Brochure »
What you should know before appealing to the ombudsman
You must first contact Canada Post Customer Service before appealing to the ombudsman.
A Customer Service agent will attempt to resolve your complaint and provide you with a service ticket number referencing your complaint.
If Canada Post has completed its review of your complaint and you are not satisfied with its response, you may appeal to the ombudsman.
A Canada Post service ticket number is mandatory for all appeals.
Appeals pertaining to the purchase of a Canada Post product or service must include 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.).
The ombudsman cannot investigate an appeal if all the relevant information is not provided.