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 a fair, unbiased and confidential manner. Details of your appeal are only shared with parties that are essential to the investigation. Read more about our privacy practices

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.