Reporting late or non-delivery of mail

If you or your readers experience late or non-delivery of your newspaper by Canada Post, contact Canada Post's Commercial Service Network (CSN) to have your concern investigated.

What is the Commercial Service Network?

The Commercial Service Network is a help centre within Canada Post specially equipped to investigate problems encountered by commercial customers. Commercial services include Publications Mail and Unaddressed Admail--the two services used by community newspapers.

How do I report my problem?

The following are instructions for contacting the Commercial Service Network. Read them in their entirety before you call.

Have the following information on hand:

  1. Your Canada Post customer number.
  2. Specific details about your mailing concern, such as:
  • Date and the post office where the mailing was deposited
  • Recipient’s mailing address
  • Date that the recipient received the newspaper
  • Any recent changes in delivery pattern that you may have observed.

Canada Post - Commercial Service Network
Toll-Free: 1-866-757-5480

VOICEMAIL INSTRUCTIONS:

  1. Press 1 for English.
  2. Enter the extension of the agent you wish to reach OR press 1 to Continue.
  3. Press 1 for "Help with a mailing…"
  4. Press 3 for "Issues related to an existing mailing."

A Commercial Service Network representative will take down details of your complaint and give you a service ticket number. Record this number for future reference.

The CSN rep will advise you of next steps and will follow up with their findings. If you do not hear back, call the CSN and give your service ticket number.

Let Newspapers Canada know about your mailing concern so that we can follow up on your behalf as well. Send details and your service ticket number to Tina Ongkeko, Managing Director, Member Services, at tongkeko@newspaperscanada.ca.