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 fair and 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.
Impartiality 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.
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.
Jean-Marc Nantais was appointed Canada Post's sixth ombudsman by Bill Sheffield, Interim Chair of the Board of Directors, effective December 1st, 2017.
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.