How does the appeal process work?
The ombudsman is the final appeal authority for postal service complaints.
Start with Canada Post
Canada Post must have investigated and closed your ticket before we can treat an appeal. Contact customer service if you don’t have a service ticket number.
Submit your appeal
You can use our online form, or fax or mail a paper application. You need to include all relevant documentation, like receipts, and be able to upload them.
We’ll keep you updated
We'll follow up within 5-10 business days to confirm the course of action in your case.
We’ll investigate the issue
We’re independent of Canada Post and use a fact-based process to assess whether it reasonably applied its policies and procedures in the handling of your complaint.
What does the ombudsman do?
Our office investigates complaints that haven't been solved by Canada Post to your satisfaction. We will investigate your issue independently in an impartial and confidential manner.
Issues we investigate can include unfair handling, unreasonable delays or failure to follow proper procedures. We clarify and confirm the facts, assemble evidence to make fair and equitable recommendations.
Do you have a closed Canada Post service ticket number?
If Canada Post has not yet completed its investigation and closed your service ticket, we cannot treat your appeal.