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Postal Guide Last updated: 2006-09-18 Section B – Chapter 2 Table of Contents
Frequently Asked Customer Questions to top of page Redirection Q. Can I extend, cancel or amend my mail redirection request while being outside of Canada? A. If your original redirection request was submitted at a postal outlet, you may ask a friend or family member to complete a Change of Address Notification form on your behalf. To do so, you must provide this person with a letter giving him/her the authorization to purchase this service for you, along with a copy of your ID and signature, and if possible, a copy of your original mail redirection request. The form may be completed at any postal outlet in Canada. The extension notification should be completed approximately two weeks before your Change of Address Notification expires, so that the administrative tasks involved in extending the service may be completed prior to the expiry date. Q. Can I extend, 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 extend an active redirection service online, you must submit the extension request no later than the day before the service is set to expire. This can also be done while outside of Canada. Employment Opportunities Q. How can I apply for a job at Canada Post? A. Job opportunities are listed on the Canada Post website at the following address, under the subject "Jobs": www.canadapost.ca/personal/corporate/about/default-personal-e.asp Rural Postal Codes Q. Why can’t I find a postal code for Rural or PO box addresses when using the Postal Code Lookup tool on the Canada Post website at www.canadapost.ca? A. Try using the Rural Addresses and Post Office Boxes Search option on the right-hand side of the screen in the Postal Code Lookup 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. Damaged Parcels 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 inquiry or open a claim by contacting Canada Post’s Customer Relationship Support group at 1 800 267-1177 or by visiting the following web page: www.canadapost.ca/corporate/about/contact_us/Customerservice-e.asp . The addressee must hold on to the item along with the wrapping as the Claims department may require proof of the damage. International Mail Q. I am waiting for a parcel that was mailed from outside of Canada. 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 country is responsible for tracing mail items. Q. I just received an item from the United States and the contents are broken. How can I make an insurance claim? A. If insurance was purchased at the time of mailing, the sender must contact his/her post office in order to file a claim for a damaged item. The originating country is responsible for processing claims on mail items even if the damage occurred in Canada. In such a case, any refund would be provided to the sender. 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 rates for mail items originating from other countries. You may wish to contact the originating country’s Consulate, as they may be able to assist you. Also, many foreign postal administrations have a website where you can obtain information. Customs 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. Information can also be found on the CBSA website at: www.cbsa-asfc.gc.ca/menu-e.html. Damaged Mail or Missing Contents to top of page When a Customer wishes to make an inquiry about damaged mail or missing contents, the Customer should:
Canada Post’s Claims unit may contact the Customer for additional information or request that the documentation and packaging be provided for evaluation, and request that the damaged item be brought to the postal outlet for evaluation. NOTE: Defaced and Opened Mail to top of page 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 annotate 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. Mail Delivery to top of page Questions and concerns about delivery service such as:
should be referred to the Customer Relationship Support group at 1 800 267-1177. 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. Addressed Admail to top of page To stop receiving Addressed Admail delivered by Canada Post (advertising mail), a Customer can:
DO NOT CONTACT SERVICE CANADIAN MARKETING ASSOCIATION 1 CONCORDE GATE SUITE 607 DON MILLS ON M3C 3N6 website: www.the-cma.org The Canadian Marketing Association will automatically transmit the request to the U.S.A. Direct Mailing Association for action. Canada Post on the Web to top of page Canada Post by Telephone to top of page 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.
Canada Post by Mail to top of page ATLANTIC/QUÉBEC REGION CANADA POST 555 MCARTHUR ST SUITE 1477 ST-LAURENT QC H4T 1T4 CENTRAL REGION (ONTARIO) CANADA POST 4567 DIXIE RD MISSISSAUGA ON L4W 1S2 WESTERN REGION CANADA POST 9828 104 AVE NW SUITE 204 EDMONTON AB T5J 0J8 Office of the Ombudsman to top of page If a Customer has a concern about the postal service and is still not satisfied after contacting the local post office and the Customer Relationship Support group at 1 800 267-1177, he or she may contact the Ombudsman at Canada Post. The Ombudsman is the final appeal authority in the dispute resolution process at Canada Post and is committed to helping improve postal services for all Canadians. This service is free of charge to all Canadians. OFFICE OF THE OMBUDSMAN AT CANADA POST PO BOX 90026 OTTAWA ON K1V 1J8 Tel.: 1 800 204-4198 Fax: 1 800 204-4193 |
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