Canadian Postal Service Charter
The Canadian Postal Service Charter ensures that postal services remain universal, affordable, reliable, convenient, secure and responsive to Canada Post’s customers.
Our compliance to the Charter for 2025 is presented after each clause.
Preamble
The Canada Post Corporation was created to provide a standard of postal service that meets the needs of the people of Canada. The Government of Canada is committed to ensuring transparency in how Canada Post provides quality postal services to all Canadians, rural and urban, individuals and businesses, in a secure and financially self-sustaining manner.
The Government has therefore established the Canadian Postal Service Charter to describe its expectations regarding Canada Post’s service standards and related activities in providing postal services that meet the needs of consumers of postal services in Canada. These expectations are not intended to modify or derogate from Canada Post’s obligations as set out in the Canada Post Corporation Act or any other legislation.
Universal service
- Canada Post will maintain a postal system that allows individuals and businesses in Canada to send and receive mail within Canada and between Canada and elsewhere. Canada Post will provide a service for the collection, transmission and delivery of letters, parcels and publications.
Our compliance:
All 17.8 million Canadian residential and business addresses were served, and international inbound and outbound services were offered to 192 countries.
- The provision of postal services to rural regions of the country is an integral part of Canada Post’s universal service.
Our compliance:
More than 8,100 rural and suburban delivery routes served approximately 5.7 million addresses. Of the nearly 5,800 post offices located across Canada, more than half were in rural areas.
Affordable rates
- Canada Post will charge uniform postage rates for letters of similar size and weight, so that letters to Canadian addresses will require the same postage, regardless of the distance to reach the recipient.
Our compliance:
The Corporation charged a uniform rate for letters of similar size and weight, regardless of distance.
- As required by the Canada Post Corporation Act, Canada Post will charge postage rates that are fair and reasonable and, together with other revenues, are sufficient to cover the costs incurred in its operations.
Our compliance:
On January 13, 2025, Canada Post’s rate for a stamp purchased in a booklet, coil or pane increased to $1.24 (up from $0.99), while the price of a single stamp increased to $1.44 (up from $1.15).
The secular decline in letter mail continues as we deliver to more addresses each year. Stamp rate increases are a critical lever to help mitigate the financial impact of declining volumes and rising delivery costs. Stamp rate increases help Canada Post continue to meet its universal service obligation to offer an accessible, affordable and cost-effective postal service for all Canadians no matter where they live, and to operate on a self-sustaining financial basis.
- Canada Post will provide advance notice of and publicly advertise proposed pricing changes for regulated letter mail products and consult with consumers during the rate-setting process.
Our compliance:
All changes to regulated postage rates were published in the Canada Gazette on September 7, 2024, to allow for consideration of public input prior to final Governor-in-Council approval.
Frequent and reliable delivery
- Canada Post will deliver letters, parcels and publications five days a week (except for statutory holidays) to every Canadian address, except in remote areas where less frequent service may be necessary due to limited access to the community.
Our compliance:
Letter carriers and rural and suburban mail carriers provided scheduled five-day-a-week delivery to 99.9 per cent of the addresses they serve.
- Canada Post will deliver to every address in Canada. This may be delivery to the door, a community mailbox, group mailbox, a rural mailbox, a postal box, general delivery at the post office or delivery to a central point in apartment/office buildings.
Our compliance:
Canada Post delivered to every address in Canada. A breakdown of delivery methods is in the chart under paragraph 19.
- Canada Post will deliver letter mail:
- within a community within two business days;
- within a province within three business days; and
- between provinces within four business days.
Our compliance:
Overall on-time service performance for Domestic Lettermail delivery in 2025 was 83.1 per cent, a significant decrease from 2024 due in part to labour disruptions in 2025.
Convenient access to postal services
- Canada Post will provide an extensive network for accessing postal services that includes retail postal outlets, stamp shops and street letter boxes, as well as access to information and customer service through Canada Post’s website and call centres.
Our compliance:
In addition to nearly 5,800 post offices and thousands of places to buy stamps, Canada Post offered access to online services anytime through its website and its apps, such as tracking a package, registering a change of address, purchasing postage, paying for duties and taxes, and obtaining photo confirmation of delivery.
Canada Post also provided nearly 979,000 collection points where postal items could be deposited. This includes approximately 702,500 rural mailboxes, 228,200 community mailbox sites, 19,700 street letter boxes, and 21,900 indoor parcel lockers, along with our postal outlets and other locations.
The Corporation’s network of post offices includes 167 light-service locations where customers can receive and induct parcels (including returns) and purchase prepaid shipping solutions such as flat rate boxes, prepaid envelopes and stamps.
- Canada Post will provide retail postal outlets, including both corporate post offices and private dealer-operated outlets, which are conveniently located and operated, so that:
- 98 per cent of consumers will have a postal outlet within 15 km;
- 88 per cent of consumers will have a postal outlet within 5 km; and
- 78 per cent of consumers will have a postal outlet within 2.5 km.
Our compliance:
In 2025, 98.7 per cent of Canadians lived within 15 km of a postal outlet, 90.2 per cent within 5 km, and 77.3 per cent within 2.5 km.
- The moratorium on the closure of rural post offices is maintained. Situations affecting Canada Post personnel (e.g., retirement, illness, death, etc.) or Canada Post infrastructure (e.g., fire or termination of lease, etc.) may, nevertheless, affect the ongoing operation of a post office.
Our compliance:
In 2025, personnel or infrastructure issues affected 192 post offices covered by the moratorium. In 60 cases, retail services to the community were maintained through the staffing of vacancies, and in 12 cases, retail services were provided in a neighbouring community. Remaining cases are undergoing staffing actions or being reviewed through further community consultation. In all cases, delivery services for the community were maintained without disruption.
Secure delivery
- Canada Post will take into consideration the security and privacy of the mail in every aspect of mail collection, transmission and delivery.
Our compliance:
The Security and Investigation Services group conducts its operations in accordance with the Canada Post Corporation Act and other regulatory and legislative authorities. The Canada Post Corporation is subject to the Privacy Act and is committed to meeting its obligations under this act.
Community outreach and consultation
- Where Canada Post plans to change delivery methods, Canada Post will communicate, either in person or in writing, with affected customers and communities at least one month in advance to explain decisions and explore options that address customer concerns.
Our compliance:
In all instances, Canada Post provided advance notice and extensive consultation with affected households before implementing any changes.
- At least one month before deciding to permanently close, move or amalgamate corporate post offices, Canada Post will meet with affected customers and communities to jointly explore options and find practical solutions that address customer concerns.
Our compliance:
In 2025, no urban corporate post offices came under review, so there was no requirement to notify and consult with customers and communities.
- Each year, Canada Post will hold an Annual Public Meeting open to the public to provide an opportunity for the public to express views, ask questions and provide feedback to Canada Post.
Our compliance:
Canada Post held its Annual Public Meeting by live webcast on November 18, 2025.
Responding to complaints
- Canada Post will establish and promulgate complaint resolution processes that are easily accessible to customers and will address complaints in a fair, respectful and timely manner.
Our compliance:
In 2025, Customer Service answered 2.1 million customer calls and responded to 2 million customer inquiries created through online channels such as web, chat and email. In addition, customers were able to self-serve using Canada Post’s online and voice virtual assistants, which handled a combined 4.4 million conversations.
- The Canada Post Ombudsman will investigate complaints about compliance with the Canadian Postal Service Charter in situations where customers remain unsatisfied after they have exhausted Canada Post’s complaint resolution processes.
Our compliance:
The Ombudsman is the final appeal authority in complaint resolution at Canada Post. More information can be found on the Office of the Ombudsman’s website.
Reporting on performance
- Each year in its Annual Report, Canada Post will report on its performance against each of the expectations in this Canadian Postal Service Charter.
- In addition, Canada Post will present in its Annual Report an overview of the delivery methods it uses, indicating the number of addresses served with each delivery method and the financial costs associated with each method of delivery.
Our compliance:
Delivery method Number of addresses1 % of total addresses Average annual cost per address Door to door Number of addresses4,194,369 % of total addresses23% Average annual cost per address$284 Centralized point (e.g., apt. lobby lockbox) Number of addresses5,110,549 % of total addresses29% Average annual cost per address$126 Group mailbox, community mailbox, kiosk Number of addresses6,203,294 % of total addresses35% Average annual cost per address$162 Delivery facility (postal box, general delivery) Number of addresses1,644,206 % of total addresses9% Average annual cost per address$64 Rural mailbox Number of addresses702,511 % of total addresses4% Average annual cost per address$281 All methods Number of addresses17,854,929 % of total addresses100% Average annual cost per address$176 1. As at December 31, 2025
Reviewing the Charter
- The Government will review the Canadian Postal Service Charter every five years after its adoption to assess the need to adapt the Charter to changing requirements.
Our compliance:
In 2018, the Government of Canada affirmed that Canada Post is expected to continue to meet the expectations laid out in the Charter. On September 25, 2025, the Minister responsible for Canada Post announced a series of measures to stabilize the Corporation’s finances and enable its modernization. The following measures announced may impact the Service Charter in future years:
- Adjusting letter mail delivery standards.
- Lifting the moratorium on community mailbox conversions.
- Modernizing the postal network to reflect changing demographics and usage patterns.
- Reviewing the process for increasing stamp rates to modernize and shorten it.