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About the ombudsman

Our office investigates complaints that haven't been solved by Canada Post to the customer’s satisfaction.

Issues we investigate can include unfair handling, unreasonable delays or failure to follow proper procedures. We clarify and confirm the facts of an appeal and assemble evidence to make equitable recommendations.

We complement Canada Post’s commitment to quality and customer experience. In the odd circumstance where a customer is disappointed and seeks redress beyond Canada Post’s complaint resolution process, we act as the final appeal forum.

Neutrality and confidentiality

We operate at arm's length from Canada Post management. We report directly to the chairperson of Canada Post's board of directors.

We're authorized to independently investigate unresolved customer issues in an impartial and confidential manner. Details of your appeal are only shared with parties that are essential to the investigation.

Read more about our privacy practices

Infographic depicting the procedural, relational and substantive dimensions of fairness.

Dimensions of fairness

We work on appeals that can deal with any dimension of fairness: procedural, relational or substantive.

When we look at the question of fairness, we first look at the substantive perspective, or what was decided. Next, we look at how the decision was made. Many of the complaints raised with our office also have a component of relational issues, or how the complainant feels they were treated. We consider those as well.

Infographic depicting the procedural, relational and substantive dimensions of fairness.

Current ombudsman

Jean-Marc Nantais became Canada Post’s sixth Ombudsman in January 2018.

Mr. Nantais brings extensive knowledge of Canada Post and the marketing and communications industry. With more than 30 years' experience, he has held several leadership roles in customer service, product management and marketing. Mr. Nantais joined Canada Post in 2003, and most recently served as General Manager, Customer Service.

Mr. Nantais earned a Bachelor's degree in Commerce from Concordia University in Montréal.

Latest annual report

Read highlights of our past appeals and find summaries of our scope of activities.

View full report 2022 (PDF)
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