community mail boxes – operation and service maintenance · cms – 1609.06 – community mail...

PROTECTED –A–

1609.06

Corporate Manual System (CMS)

Category: Ancillary Services

Key Subject: Mailboxes

Community Mail Boxes – Operation and Service Maintenance

Document ID No.: Effective Date:

1609.06 August 6, 2019

CORPORATE DOCUMENT CONTROL CENTRE CANADA POST CORPORATION 2701 RIVERSIDE DR SUITE N0570 OTTAWA ON K1A 0B1 [email protected]

mailto:[email protected]

CMS – 1609.06 – Community Mail Boxes – Operation and Service Maintenance

August 6, 2019 PROTECTED –A– Page 1

IMPORTANT UPDATES

LAST UPDATED DATE DESCRIPTION LOCATION

August 6, 2019 Aligned procedures with new Delivery Notice Card (DNC) design. Removed references to selecting the date/time and removed directive to hang the DNC on the customer’s door knob.

Section 3.2.2

Table of Contents 1 Scope ...................................................................................................................................................... 2 2 Setting Up ............................................................................................................................................... 2

2.1 Community Mail Box (CMB)/Community Mail Box on a Plastic/Precast Base (CMBB) Site Selection .................................................................................................................................................. 2 2.2 Community Mail Box (CMB) Configurations ................................................................................. 3 2.3 Compartment Allocations .............................................................................................................. 3 2.4 Compartment Blockers ................................................................................................................. 3 2.5 Assigning Compartments .............................................................................................................. 4

3 Delivery ................................................................................................................................................... 4 3.1 Arranging Delivery ........................................................................................................................ 4 3.3 Customer Identification - Community Mail Box (CMB) Compartment Assignments ................... 13 3.4 Physically Disabled Customer Requiring Preferred Access Moves from a Community Mail Box (CMB) Served Address .......................................................................................................................... 14 3.5 Physically Disabled Customer Moves into an Established Community Mail Box (CMB) Delivery Area 14

4 Updating Documents ........................................................................................................................... 15 4.1 Community Mail Box (CMB) Control Documents ........................................................................ 15 4.2 Changes in Address Labels on Compartments .......................................................................... 16 4.3 Ordering Forms and Operational Replacement Parts ................................................................ 17

5 Addressing Customer Concerns ........................................................................................................ 17 5.1 Types of Community Mail Box (CMB) Related Situations .......................................................... 17 5.2 Closing CMB Incident Files ......................................................................................................... 19

6 Glossary ................................................................................................................................................ 20 7 References ............................................................................................................................................ 20 Appendix A – Replacement Keys #10 White Envelope with DNC Barcode and Community Mailbox (CMB) Replacement Key Barcode Sticker (33-086-721) – Example ........................................................ 21 Appendix B – Canada Post Catalogue Ordering Instructions ................................................................. 22


Page 2 PROTECTED –A– August 6, 2019

1 SCOPE This document describes the procedures and guidelines for the operation and service/ maintenance of Community Mail Boxes (CMBs) and Community Mail Boxes on a plastic base (CMBBs) for post offices with or without delivery services [i.e., Rural and Suburban Mail Carriers (RSMC)/Letter Carriers (LCs)] and delivery facilities.

2 SETTING UP 2.1 Community Mail Box (CMB)/Community Mail Box on a

Plastic/Precast Base (CMBB) Site Selection Regional Delivery Services will:

Step Action

1 Plan for and select site locations and configurations for the installation of the CMB/CMBBs:

• Ensure the selected site: - enables the equipment to be installed in accordance with (at least) minimum program

standards; and - maximizes site capacity.

and, when possible:

• locate sites on - side roads; - streets; - privately owned property (for example, parking areas, stores, etc.); and

Note: Selection of such sites is subject to the execution of the appropriate license agreement with the private property owner.

- on the perimeter of, or within the delivery employee’s route of travel, and customer traffic flow.

• consider customer and delivery persons safety (e.g., traffic hazards) • adhere to the agreed upon municipal guidelines as indicated in local Federation of Canadian

Municipalities (FCM) Agreement; install boxes so the back is facing into the prevailing winds where feasible, and

• consider factors such as snow removal.

2 On private property, obtain approval from the property owner via a signed license to occupy land agreement (short or long form).

3 Ensure proper authorities approve sites that are located on municipal/provincial property (Highway Department).

4 • Review and comply with local by-laws; and • ensure site is handicap/wheelchair accessible.

5 Ensure that:

• all customers who have property adjacent to the CMB site are: - contacted when performing a service upgrade; or - are made aware through sub-division planning and purchase agreements if a site will be

located on their easement; and • all proposed site locations have been reviewed and approved by the appropriate governing body.



2.2 Community Mail Box (CMB) Configurations The following chart identifies the site configurations of CMBs. Where CMBs are utilized on a temporary basis, the site configuration must mirror the CMB site configuration.

Community Mail Boxes

Module Mail Induction Customer Compartments

Parcel Compartments

B (8i) Y 8 2

B (9) N 9 2

A (15) N 15 0

16 N 16 2

16I Y 16 2

6 N 6 2

6I Y 6 2

2.3 Compartment Allocations The Delivery Services Officer is responsible for assigning a compartment for each municipally recognized street address.

2.4 Compartment Blockers When modules are assembled at the Warehouse, all compartments that do not have an address permanently assigned to it will have a compartment blocker installed.

The Retail Administrator or Delivery Unit Supervisor will:

Step Action

1 Ensure that Compartment Blockers are inserted in the small compartment for:

• vacant lots; • customers preferring postal box service; and • compartments that will be permanently unassigned.

2 Check that Compartment Blockers are removed if the compartments become occupied.

3 Ensure that when a Compartment Blocker is inserted or removed for vacant lots, the following is performed:

• complete a Community Mailbox Key Issue Form); • hand the top copy of the card to the person responsible for inserting or removing the Compartment

Blocker; • destroy the second copy and envelope; and • return the first copy to the postal installation for filing.

4 • Update the office copy of the Community Mail Box Control Form (418); and • forward information to Delivery Planning.

http://intranet.cpggpc.ca/cms_content/Forms/33-086-399.pdf



2.5 Assigning Compartments The Retail Administrator or Delivery Unit Supervisor will:

Step Action

1 Verify the customer's municipally assigned civic address.

2 Verify the sortation list to locate the route that will service the customer.

3 Refer to the correct site number on the Community Mail Box Control Form (418).

4 Locate:

• the appropriate street address; and • corresponding compartment module number.

5 IF the compartment was previously...

THEN...

occupied follow process described in section 3.2

unoccupied • remove any remarks (e.g., vacant house, vacant lot or postal box number) from the Observation and Code column;

• initiate lock changes as per section 3.2; • make arrangements to have the Compartment Blocker removed

and returned to the office; • if a customer moves into a residence on a previously identified

vacant lot that had no civic address: • affix the address label located on copy 1 of the Community

Mailbox Key Issue Form (33-086-399) to the inside of the compartment;

• enter the new address on the Community Mail Box Control Form (418) and provide the Regional Manager of Delivery Services with a copy of the amended form;

• do not change a compartment assigned to a residence unless process in section 3.4 and 3.5 has been followed

• if a previously unassigned compartment had an out-of-service or inoperable lock installed, change the lock as outlined before initiating service.

3 DELIVERY 3.1 Arranging Delivery The following table outlines roles/functions and responsibilities when arranging delivery of CMBs:

Role/Function Responsibilities

Retail Administrator or Delivery Unit Supervisor For points of call qualifying for Community Mail Box Service in:

• areas non-contiguous to a door-to-door area; or • non-inaugurated communities;

the responsible employee will:

• contract for new routes; or • amend existing routes (after discussion with Regional Urban and

Delivery Services).





Delivery Services Officer Ensure growth areas to be served by Community Mail Boxes:

• have equipment installed; and • are postal coded.

3.2 Lock and Key Control 3.2.1 GENERAL PROCESS The Retail Administrator or Delivery Unit Supervisor will:

Step Action

1 • Using the customer lock control log, verify and ensure that the replacement lock serial number is not a duplicate of any serial number of any other lock at the site; and

• once confirmed that the lock serial number is not a duplicate, record the new lock serial number on the log for future reference.

2 Ensure that the vacant compartment lock is changed in all cases prior to reassignment to a new resident.

3 Control locks by monitoring apparent customer moves through:

• Mail Forwarding services; and • reports from delivery employees.

4 Return locks that do not have two keys to the regional Manager of Delivery Services for recycling or disposal.

Note: Do not re-use locks and keys at the same site where they were removed (i.e., moving from one compartment to another compartment at the same site). They may be used at another site within the same Forward Sortation Area (FSA).

3.2.2 COMMUNITY MAIL BOX (CMB) KEYS A) New Installation/Occupant - Customer Relationship Management (CRM) Case When a request for CMB keys for a new installation or occupant is received via a CRM case, the designated employee must:

Step Action by Delivery Unit Supervisor

1 Verify the CMB location site and compartment number by referring to the Community Mail Box Control Form (418) for the appropriate site.

2 IF for a new.... THEN...

installation retrieve the Community Mailbox Key Issue Form (33-086-399) [containing CMB keys and CMB information that corresponds with the customer’s address (these envelopes are delivered to the delivery installation by the Delivery Planning Officer for all new CMB sites)].




occupant • retrieve: - a Community Mailbox Key Issue Form (33-086-399); - a lock ; and - keys;

Note: Ensure the lock and keys are in working order.

• on the Community Mailbox Key Issue Form (33-086-399): - record the site location, box and compartment information; - mark an X in the Change Lock field; and - print complete name of the person responsible for changing

the lock and date.

3 On a Delivery Notice Card (DNC) (33-086-174):

• record the customer’s name and address; and • check the Item held for pick-up as requested by sender box

4 On a #10, white envelope:

• record the customer’s name and address information; • apply the barcode from the DNC card (peel) to the front, bottom, right side (do not cover the

customer information); and • record the delivery installation’s return address on the front, top, left side.

5 IF for a new.... THEN...

installation • remove top copies of the Community Mailbox Key Issue Form (33-086-399) and file for future reference;

• place the Community Mailbox Key Issue Form (33-086-399) containing the two CMB keys into the #10 white envelope;

• seal the envelope; and • provide the #10 white envelope and the DNC to the person

responsible for delivering the DNC.

Note: The DNC must be delivered within two business days after the customer contacts Canada Post.

occupant • insert the lock and the keys into the Community Mailbox Key Issue Form (33-086-399) (do not seal); and

• remove top copies of the Community Mailbox Key Issue Form (33-086-399) and file for future reference;

Note: The Community Mailbox Key Issue Form (33-086-399) is used to control the payment of lock changes to the person(s) responsible for changing the locks, where applicable.

• enclose the unsealed Community Mailbox Key Issue Form (33-086-399) and the addressed DNC in the addressed #10 white envelope (do not seal);

• provide the unsealed #10 white envelope to the person responsible for changing the lock.

Note: The lock must be changed no later than two business days after the customer contacts Canada Post.
















Action by the Person Responsible for Changing the Lock

6 IF for a new... THEN...

Installation • record the barcode from the DNC card following the ‘Carding Non-barcoded Item’ process: − on an Items Delivered Bill refer to CMS

procedure 1202.41 (Pre-printed Items Delivered Bill (IDB) Process); or

− on the PDT refer to CMS procedure 1202.42 (Portable Data Terminal (PDT) En-Route Process).

• place the DNC card on the front door of the

customer’s home; and

Note: Do not place the DNC in the CMB compartment.

• if the white envelope is: - being transferred to a delivery facility,

refer to CMS procedure 1202.41 (Pre-printed Items Delivered Bill (IDB) Process); or

- not being transferred to a delivery facility, refer to CMS procedure 1202.42 (Portable Data Terminal (PDT) En-Route Process).

Occupant

• complete lock change and test lock with both keys;

• insert the two keys back into the Community Mailbox Key Issue Form (33-086-399);

• seal the form; • place into white envelope; • seal the envelope; • record the barcode from the DNC card following

the ‘Carding Non-barcoded Item’ process: − on an Items Delivered Bill refer to CMS

procedure 1202.41 (Pre-printed Items Delivered Bill (IDB) Process); or

− on the PDT refer to CMS procedure 1202.42 (Portable Data Terminal (PDT) En-Route Process); and

• place the DNC on the front door of the customer’s home;


• if the white envelope is: - being transferred to a delivery facility,

refer to CMS procedure 1202.41 (Pre-printed Items Delivered Bill (IDB) Process); or

- not being transferred to a delivery facility, refer to CMS procedure 1202.42 (Portable Data Terminal (PDT) En-Route Process).

• Return the old lock to the delivery facility.

http://intranet.cpggpc.ca/cms_content/120241e.pdf


























Action by Delivery Unit Supervisor

7 Close the CRM case by including the DNC barcode number in the Comment field of the appropriate CRM case.

Action by Call for Post Office Employee

8 When the #10 white envelope arrives at the post office, input the CMB key items by following regular Carded Item procedures in the Retail Point-of-Service (RPS) system.

Note: For more information, refer to the computer-based training (CBT) by pressing Alt+F1 on your keyboard.

9 When the customer brings the DNC to pick up their CMB keys:

• verify the customer’s government-issued photo ID and proof of residence as per section 3.3; • deliver CMB items by following regular Item Pick-Up procedures in RPS; and • provide the white envelope containing the two CMB keys to the customer.

B) New Installation/Occupant – In-person Request Note: If a new occupant requests a lock change for security reasons (i.e., they only received one key from the previous tenant) within 60 calendar days, there is no charge. After 60 calendar days, refer to section 3.2.2 D. If the request for CMB keys for a new installation or occupant is made in person, the post office employee must:

Step Action by Post Office/Delivery Facility Employee

1 IF the…. THEN...

post office/delivery facility does not manage the CMB customer compartment locks and keys

advise customer to initiate the appropriate action by:

• going to Canada Post online at www.canadapost.ca/keys; or

• calling Customer Service at 1-800-267-1177.

post office manages CMB customer compartment locks and keys (i.e., within post offices or delivery facilities with RSMC or LC)

Note: Do not advise the customer to contact Customer Service or Canada Post Online.

proceed to step 2.

delivery facility manages CMB customer compartment locks and keys


proceed to step 2.

2 • Action the customer request at the delivery installation for new installation/occupant keys; and • advise the customer of the process.

3 Verify the customer government-issued photo ID and proof of residence according to section 3.3.

http://www.canadapost.ca/keys



4 IF for a new... THEN...

installation • retrieve the Community Mailbox Key Issue Form (33-086-399) containing the two CMB keys that correspond with the customer’s address (these envelopes are delivered to the delivery installation by a Delivery Planning Officer for all new CMB sites);

• remove top copies of the Community Mailbox Key Issue Form (33-086-399) and file for future reference;

• provide the entire envelope containing the CMB keys to the customer along with the enclosed information brochure; and

• inform the customer of the site location, module and compartment number assigned to their address by referring to the:

- Community Mail Box Control Form (418) for the appropriate site; or

- front of the Community Mailbox Key Issue Form (33-086-399).

occupant advise the customer: • of the site location, module and compartment number assigned to their

address by referring to the Community Mail Box Control Form (418) for the appropriate site;

• that the lock will be changed within two business days after the customer has contacted the delivery installation.

• retrieve: - a lock with keys; - a Community Mailbox Key Issue Form (33-086-399);

• test lock with keys; • ensure there is no serial number duplication of keys on site; • provide one key to the customer; • advise the customer that the second key will be left in their assigned

compartment within two business days; • on the Community Mailbox Key Issue Form (33-086-399):

- record the site location, box and compartment information; - mark an X in the Change Lock field;

• place the second key and lock into the key pouch of the completed Community Mailbox Key Issue Form (33-086-399) (do not seal the key pouch);

• remove top copies and file for future reference; and • give the unsealed key pouch to the person responsible for changing

the lock.

Action by the Person Responsible for Changing Lock (New Occupant Only)

5 Change Lock, then:

• place the second key back into the key pouch; • seal the pouch; • place the key pouch in the assigned compartment; and • return the old lock to the post office.

C) Lost, Stolen, Misplaced Keys – CRM Case Important: • customers will be charged for the replacement of lost, stolen or misplaced CMB keys; and • for vandalized or defective lock/keys, customers will not be charged for a lock change. When requests are made for replacement keys for lost, stolen or misplaced CMB key via a CRM case, the designated employee must:










Step Action by Delivery Unit Supervisor

1 Verify:

• the CMB location site and compartment number by referring to the Community Mail Box Control Form (418) for the appropriate site;

• the notes section in the CRM case indicates this is a replacement key case and that it requires a Community Mailbox (CMB) Replacement Key Barcode Sticker (33-086-721) (refer to Appendix A).

2 Retrieve:

• a Community Mailbox Key Issue Form (33-086-399); • a lock ; • keys; and • ensure the lock and keys are in working order.

3 On the Community Mailbox Key Issue Form (33-086-399):

• record the site location, box and compartment information; • mark an X in the change lock field; and • print the complete name of the person responsible for changing the lock and date

4 On a Delivery Notice Card (DNC) (33-086-174):

• record the customer’s name and address; • check the Item held for pick-up as requested by sender field (on the front); and • in the record Amount Due field, record the CMB key replacement charge (on the front)

5 On a #10 white envelope:

• record the customer’s name and address information; • apply the barcode from the DNC (peel) to the front, bottom, right side (do not cover the customer

information); • affix a Community Mailbox (CMB) Replacement Key Barcode Sticker (33-086-721) to the front, top,

right side (do not cover the customer address information); and

Important: The Community Mailbox (CMB) Replacement Key Barcode Sticker (33-086-721) will ensure payment is collected at the call-for site when the customer picks up their keys

• record the delivery installation’s return address on the front, top, left side.

6 • Insert the lock and the two keys into the Community Mailbox Key Issue Form (33-086-399) (do not seal); and

• remove the top copies of the Community Mailbox Key Issue Form (33-086-399) and file for future reference.

Note: The Community Mailbox Key Issue Form (33-086-399) is used to control the payment of lock changes to the person(s) responsible for changing the locks, where applicable.

7 • In the addressed #10 white envelope, enclose the: - unsealed Community Mailbox Key Issue Form (33-086-399); and - addressed DNC;

• do not seal envelope.

8 Provide the unsealed #10 white envelope to the person responsible for changing the lock.

Note: The lock must be changed no later than two business days after the customer contacts Canada Post.


9 • Complete lock change and test lock with keys; • insert the keys back into the Community Mailbox Key Issue Form (33-086-399) and seal; • place the sealed Community Mailbox Key Issue Form (33-086-399) into the white envelope and

seal.















10 • record the barcode from the DNC card following the ‘Carding Non-barcoded Item’ process: − on an Items Delivered Bill refer to CMS procedure 1202.41 (Pre-printed Items Delivered Bill

(IDB) Process); or − on the PDT refer to CMS procedure 1202.42 (Portable Data Terminal (PDT) En-Route Process);

and

• Place the DNC on the front door of the customer’s home.


11 IF the white envelope is... THEN...

being transferred to a delivery facility refer to CMS procedure 1202.41 (Pre-printed Items Delivered Bill (IDB) Process).

not being transferred to a delivery facility refer to CMS procedure 1202.42 (Portable Data Terminal (PDT) En-Route Process).

Action by Delivery Unit Supervisor

12 Close the CRM case by including the DNC barcode number in the Comment field of the appropriate CRM case.

Action by Post Office Employee

13 When the #10 white envelope arrives at the post office, input CMB replacement key items by following regular carded item procedures in RPS.

Note: For more information, refer to the CBT by pressing Alt+F1 on your keyboard.

14 When the customer brings the DNC to pick up their CMB keys:

• verify the customer’s government-issued photo ID and proof of residence according to Section 3.3; • deliver CMB items by following regular Item Pick UP procedures in RPS; • scan the Community Mailbox (CMB) Replacement Key Barcode Sticker (33-086-721) (refer to

appendix A); • complete the transaction and collect payment; and • provide the white envelope containing the two CMB keys to the customer.

15 If a customer refuses to pay the replacement charge for lost/stolen/misplaced CMB keys:

• on the #10 envelope containing the CMB keys, indicate that the customer refused to pay the replacement charge; and

• return the #10 envelope to the appropriate delivery installation according to normal procedures.

Note: The delivery installation will follow up with the customer as per CMS procedure 1202.05 (Hazards and Impediments to Delivery on Route).

D) Lost, Stolen, Misplaced Keys – In-person Request Important: • customers will be charged for the replacement of lost, stolen or misplaced CMB keys. As well,

after 60 calendar days, new occupants seeking to replace the previous tenant’s keys for security reasons will be charged to change the lock and receive new keys; and

• for vandalized or defective lock/keys, customers will not be charged for a lock change.

If the request for replacement keys for lost, stolen or misplaced CMB keys is made in person, the designated employee must:













Step Action by Post Office/Delivery Facility Employee

1 IF the... THEN...

post office does not manage the CMB customer compartment locks and keys

advise customer:

• to initiate the appropriate action by: - going to Canada Post online at

www.canadapost.ca/keys; or - calling Customer Service at 1-800-267-1177;

• that a charge will be collected; and • that the Customer Service agent will provide an

explanation of the process.

delivery facility is not co-located with a retail post office

advise customer: • to initiate the appropriate action by:

- going to Canada Post online at www.canadapost.ca/keys; or

- calling Customer Service at 1-800-267-1177; • that a charge will be collected at a retail counter; and • that the Customer Service agent will provide an

explanation of the process.

post office manages CMB customer compartment locks and keys (i.e., within post offices or delivery facilities with RSMC or LC)


proceed to step 2.

2 • Action the customer request at the delivery installation for replacement keys; • advise the customer of the process and the replacement charge; and • if the customer refuses to pay the replacement charge for lost/stolen/misplaced CMB keys, refer to

CMS procedure 1202.05 (Hazards and Impediments to Delivery on Route) and follow instructions for diverting/suspending mail.

3 Verify the customer government-issued photo ID and proof of residence according to section 3.3.

4 In RPS:

• select the Other Sales from the Clerk main screen; • select CMB Replacement Keys; • complete the transaction; • collect payment; and • provide the customer with a copy of the RPS receipt..

5 Advise the customer of the site location, module and compartment number assigned to their address by referring to the Community Mail Box Control Form (418) for the appropriate site.

6 • Retrieve: - a lock with keys; and - a Community Mailbox Key Issue Form (33-086-399); - test lock with keys;

• ensure there is no serial number duplication of keys on site; and • provide a key to the customer and advise them that the key(s) will be left in their assigned

compartment within two business days.

7 • On the Community Mailbox Key Issue Form (33-086-399): - record the site location, box and compartment information; and - mark an X in the Change Lock field;

• place the key(s) and lock into the key pouch of the completed Community Mailbox Key Issue Form (33-086-399) (do not seal the key pouch); and

• remove top copies and file for future reference.

8 Give the unsealed key pouch to the person responsible for changing the lock.











9 Change lock, then:

• place the key(s) back into the key pouch; • seal the pouch; • place the key pouch in the assigned compartment; and • return the old lock to the post office.

3.2.3 PARCEL COMPARTMENT KEYS FOR CMBS/CMBBS NOT RETURNED The Retail Administrator or Delivery Unit Supervisor will:

Step Action

1 If unable to obtain an unreturned parcel compartment key, within 24 hours, ensure that:

• the lock is changed immediately; • the key is attached to a new key tag matching the parcel compartment letter identifier; and • that it is returned to the appropriate site.

2 Place the parcel lock that has been removed in an envelope identifying where it was previously used.

3 IF the key is... THEN...

returned • attach the key to the lock; and • return the lock and key to stock with a tag identifying where it was

previously used.

not returned after five days return the parcel lock to regional Delivery Services for disposal.

3.3 Customer Identification - Community Mail Box (CMB) Compartment Assignments

Note: CMBs are subject to unscrupulous use by individuals for improper/unlawful means. The measures below will help eliminate this. When customers arrive at the post office to obtain CMB compartment keys, the accepting clerk must verify the customer’s identity and proof of residence as follows:

Step Action by Accepting Clerk in the Post Office

1 Obtain one piece of government issued photo identification (ID) (refer to CMS procedure 1621.01 (Requesting and Recording Customer Identification) for a list of acceptable photo ID.

2 Verify that the identification has the applicable address.

3 If the first piece of government issued photo ID does not contain the applicable address, request that the customer provide proof of residence (i.e., tenancy or ownership in the form of an original document that includes their name and applicable address) (refer to CMS procedure 1621.01 (Requesting and Recording Customer Identification) for a list of acceptable proof of residence documents).

Note 1: The customer does not have to be physically moved into the house to obtain CMB keys for their new home.

Note 2: This step does not apply when the customer purchases a house from a building contractor. The customer does not have full ownership until the construction of the house is complete and handed over to the owner by the contractor.

http://intranet.mailposte.ca/cms_content/162101e.pdf

http://intranet.mailposte.ca/cms_content/162101e.pdf





3.4 Physically Disabled Customer Requiring Preferred Access Moves from a Community Mail Box (CMB) Served Address

The Retail Administrator or Delivery Unit Supervisor will:

Step Action

1 • Retrieve appropriate Community Mail Box Control Form (418); and • remove the word disabled from the remarks column.

2 • Arrange for the lock to be changed as per section 3.3; and • have a Compartment Blocker installed.

3 Ensure that the person responsible, at the same time as they change the lock:

• removes the plastic address label holder or CMB polyester self-adhesive label protector (which identified the customer as being physically disabled) from the appropriate compartment;

• removes the old label; • peels the new address label from the top copy of the Community Mailbox Key Issue Form (33-086-

399); and • applies it to the appropriate small compartment and reattaches the plastic address label holder or

installs a new CMB polyester self adhesive label protector over the new address label.

4 Ensure there is no duplication of lock serial numbers at the site and place the key in the compartment.

5 Ensure that the person responsible returns the old lock with the signed copy of the form that is to be retained on file.

3.5 Physically Disabled Customer Moves into an Established Community Mail Box (CMB) Delivery Area

3.5.1 ASSIGNING A CMB The Retail Administrator/Delivery Unit Supervisor will:

Step Action

1 When a CRM case is received, verify the CMB location site and compartment number by referring to the Community Mail Box Control Form (418) for the appropriate site. Refer to Appendix A.

2 If the compartment that will serve the physically disabled person is located at the top of the module, ask the customer if they wish to have a compartment in the lower part of the module:

IF... THEN...

• the customer says Yes; and • an empty compartment is

available

• advise them that they can mail outgoing mail by leaving it in their CMB compartment; and

• assign an empty compartment. • the customer says Yes; but • no empty compartment is

available

• inform them that another customer at the same site will be requested to exchange compartments;

• advise customer that you will be in contact with them within two business days;

• contact or arrange for a Local Postal Official to contact customers in the lower small compartments at the site that will serve the address of the physically disabled person, explain the situation to them and arrange an exchange of boxes; and

• ensure that all 418 forms are updated and the Delivery Service Officer is informed of the change.





3 When small compartments are exchanged to accommodate a physically disabled person:

• Adjust the sorting case to reflect the change; • prepare the Community Mailbox Key Issue Form (33-086-399) to reflect the compartment number

change(s) for each residence affected; • mark the address label for the physically disabled with a red ink marker; • mark an X in the box Change Lock and print complete name of the person responsible for

exchanging the lock and date • arrange to have locks exchanged between the two compartments • provide to the person responsible for exchanging the lock: • the top copy of form with the address label attached; and • a new CMB self-adhesive polyester label protector, where required, to the person responsible for

exchanging the locks; and • destroy second copy of the Community Mailbox Key Issue Form (33-086-399).

3.5.2 CHANGING THE LOCK Upon arrival at the site, the person responsible for changing the lock will:

Step Action

1 Remove the lock from the compartment of the customer who agreed to exchange with the physically disabled person.

2 Attach the removed lock to the compartment, agreed to by the customer exchanging locks, with the physically disabled customer.

3 Remove the plastic label holder or CMB self-adhesive polyester label protector and the address label.

4 • Attach the new address label to the appropriate compartment; and • re-install the plastic label holder or a new CMB self-adhesive label protector.

5 • Exchange the lock on the compartment for the physically disabled customer; • ensure there is no serial number duplication of keys on site

6 • Affix the new address label from the top copy of the Community Mailbox Key Issue Form (33-086-399) to the compartment; and

• reattach the address label holder or a new CMB self-adhesive polyester label protector over the new address label.

3.5.3 COMPLETING THE LOCK EXCHANGE The Retail Administrator/Delivery Unit Supervisor will:

Step Action

1 • Deliver (or arrange to have delivered) the DNC to the affected customers advising them that the exchange has been made; and

• advise the disabled customer that they may leave outgoing mail in their personal compartment.

2 Advise the customer who exchanged boxes with the physically impaired customer that the lock has been exchanged and the same keys are used since the lock has only been moved.

3 Ensure that the delivering employee checks the disabled person’s compartment for outgoing mail on a daily basis.

4 UPDATING DOCUMENTS 4.1 Community Mail Box (CMB) Control Documents The Retail Administrator/Delivery Unit Supervisor will:






Step Action

1 • Keep forms Community Mail Box Control Form , Community Mail Box Control Form - BA and BAA and Community Mail Box Control Form - B, BB and BBA (418 forms) up to date at all times; and

• amend forms when: - an address, street name or route number changes; - a customer prefers to receive mail through a postal box as described in the Canada Postal

Guide; - a customer prefers to receive mail through a CMB/CMBB instead of a postal box, as

described in the Canada Postal Guide; - a residence is built on a vacant lot and there is now a civic address; - a module is added to a site (not more than three modules per site); or - compartment assignments are changed for disabled customers.

2 Forward copies of all amendments to forms Community Mail Box Control Form, Community Mail Box Control Form - BA and BAA and Community Mail Box Control Form - B, BB and BBA (418 forms) to Regional Delivery Services.

3 When restructuring routes:

• do not change the compartment number assigned to an address, except when a change is required to accommodate a request by a physically disabled customer (see section 3.5);

• if required, ensure that the route number is changed on the Community Mail Box Control Form, Community Mail Box Control Form - BA and BAA and Community Mail Box Control Form - B, BB and BBA;

• ensure that each site has forms Community Mail Box Control Form, Community Mail Box Control Form - BA and BAA and Community Mail Box Control Form - B, BB and BBA fully completed, signed and dated (see Appendix B); and

• forward copies of all amendments to forms Community Mail Box Control Form, Community Mail Box Control Form - BA and BAA and Community Mail Box Control Form - B, BB and BBA to Regional Delivery Services.

4 Ensure the following documents are updated when necessary:

• sorting cases/sorting lists; • address label inside each module; • removal or insertion of Compartment Blockers; and • Community Mailbox Key Issue Form (33-086-399).

5 When restructuring a letter carrier route or issuing new or amended contracts to private contractors, file the Community Mailbox Key Issue Forms (33-086-399) that are affected by the change under the new route numbers by:

• site number; • module number; and • compartment number sequence.

4.2 Changes in Address Labels on Compartments The Retail Administrator/Delivery Unit Supervisor is responsible for ensuring that address labels under their jurisdiction are changed when the following conditions apply:

• street name change or renumbering; - the corresponding labels inside the modules must be changed to reflect the address or

street name changes; - in all cases, remove the old address label and ensure that forms are updated; and

• house numbers change; • a person with an approved accommodation (see section 3.4 & 3.5) person moves in/out; or, • address label becomes illegible.

To print replacement CMB compartment labels, the Retail Administrator/Delivery Unit Supervisor will:




Step Action

1 IF the office... THEN...

has access to Intrapost and a laser printer

• refer to the instructions on the Delivery Planning website on Intrapost (Internal Services/ Delivery Planning/Delivery Planning Toolkit) , and:

• follow the instructions outlined in Crystal Report 1.1.05.1 CMB Compartment Address Replacement Labels – pre-printed to print replacement labels.

Note: Labels can also be ordered from the Canada Post SAP E-Catalogue (Canada Post e-Procurement system) item #33-086-581 Community Mail Box key label, laser. The labels should be covered with an Address Label Protector, item #CPC001348.

2 does not have access to Intrapost and/or a laser printer

• contact the regional Delivery Services Officer (DSO) to have the labels printed and forwarded to the office; and

• when labels are received, ensure labels are covered with an Address Label Protector (item #CPC001348) when replaced.

4.3 Ordering Forms and Operational Replacement Parts The Retail Administrator/Delivery Unit Supervisor will:

Step Action

1 Ensure there is adequate supply of:

• locks; • operational replacement parts; and • forms.

2 When necessary, replenish supply to meet scheduled demands to serve new calls by ordering from the Canada Post SAP E-Catalogue (Canada Post e-Procurement system) or via the Delivery Maintenance Officer (DMO).

5 ADDRESSING CUSTOMER CONCERNS 5.1 Types of Community Mail Box (CMB) Related Situations To handle CMB-related problems, when Canada Post Customer Service receives a CMB-related call, the Customer Service Representative will create a CRM case using the information below:

Description Reason Code

Case flow

Resolution Time Standard for Resolution

Customer lock or key broken Other Delivery Facility

• Change lock; and • provide customer with

new keys.

Two Business Days after the day the customer contacts CPC

Customer moving in Customer moving in

Delivery Facility


new keys.


http://intranet.canadapost.ca/html/Intr@post/RESOURCES/Delivery_Services/Delivery%20Planning%20Toolkit/toolkit%20index_e.shtml



Customer lost keys Other Delivery Facility


new keys.


Compartment door broken or doesn’t close properly

Damaged Delivery Facility

Repair or replace door. Two Business Days after the day the customer contacts CPC

Parcel compartment lock or key broken

Other Delivery Facility


new key.


Wrong parcel compartment key left with the customer


The local Canada Post representative (Postmaster, LC Supervisor):

• retrieves the parcel; and

• immediately delivers the item to the customer

As soon as possible (6 hrs. max)

Parcel jammed in parcel compartment



• opens the master door and retrieves the parcel; and

• immediately delivers the item to the customer

By 5 p.m. next day

Litter at site Other Delivery Facility

Clean up litter. Within 5 days

Vandalism

- CMB site is vandalized

-Mail is at risk

- Safety Hazard

(Priority 1)

Mail clearance Delivery Facility


• contacts Regional Corporate Security;

• remains on site and alerts customers of the potential danger until Security arrives, or until the Street Furniture Maintenance contractor arrives to perform the required repairs and secures the site;

• attempts delivery to these customers as soon as it is possible to retrieve the mail without possibility of an injury.

As soon as possible (6 hrs. max.)



Master door left open

The panel cannot be locked and repairs are required

(Priority 1)

Master door left open

Delivery Facility


• attempts to lock the door immediately

• attempts delivery of the mail if appropriate (e.g. in urban settings and prior to 21:00 hours)

• secures the remaining mail until the door can be locked.

As soon as possible (6 hrs. max.)

Master lock broken – mail not delivered

Damaged Delivery Services

Replace master lock As soon as possible (6 hrs. max.)

Master lock broken – mail delivered

Damaged Delivery Services

Replace master lock By 5 p.m. next day

CMB knocked over Other Delivery Facility

Arrange to have the box put back in place

By 5 p.m. next day

Notes: • All Calls (except Emergency calls) are dispatched to CMB General Contractor outside of regular

business hours and on Statutory Holidays. • There may be other circumstances that require the presence of a Canada Post representative to

ensure the safety of the mail and/or customers.

5.2 Closing CMB Incident Files 5.2.1 ALL COMMUNITY MAIL BOX INCIDENTS ARE EXPECTED TO BE CLOSED ACCORDING TO THE

TIME STANDARD FOR RESOLUTION OUTLINED IN SECTION 5.1. IF the CMB incident... THEN the Area Performance Centre...

Cannot be closed within the Time Standard for Resolution

• or the Operations Performance Centre (OPC) will call in the CMB General Contractor; and

• Regional Delivery Services will issue an electronic work order to the CMB General Contractor the next business day for billing purposes.

5.2.2 CLOSE INCIDENT FILES AS FOLLOWS: Step Action by Postal Station

1 Confirm with personnel assigned the task that issue was resolved.

2 Close incident file in SAP and include DNC number.

Action by Local Delivery Service Office Representative

3 Contact contractor to perform required work by issuing an electronic work order.

4 Ensure work assigned to contractor is completed using daily maintenance activity report.

5 Close incident file in SAP and include DNC number.



Note: In all cases, closure of a CMB incident file is confirmation that the problem identified by the Community Mail Box user has been resolved.

6 GLOSSARY A general Glossary of Terms is located at

http://intranet.cpggpc.ca/CMS_content/cms_glossary-e.pdf

Note: Post Offices that receive a hardcopy manual will find the Glossary located at the back.

7 REFERENCES Corporate Document Control Centre

http://intranet.cpggpc.ca/html/branches/resources/cmcd/index-e.shtml

Forms Catalogue http://intranet.cpggpc.ca/html/branches/resources/cmcd/forms-e.shtml

Note: The printed copy of this document may not be the most recent version. The official electronic version is located on Intrapost.

http://intranet.cpggpc.ca/CMS_content/cms_glossary-e.pdf

http://intranet.cpggpc.ca/html/branches/resources/cmcd/index-e.shtml

http://intranet.cpggpc.ca/html/branches/resources/cmcd/forms-e.shtml

http://intranet.cpggpc.ca/html/branches/resources/intrapost/intrapost_light/index-e.shtml



APPENDIX A – REPLACEMENT KEYS #10 WHITE ENVELOPE WITH DNC BARCODE AND COMMUNITY MAILBOX (CMB) REPLACEMENT KEY BARCODE STICKER (33-086-721) – EXAMPLE



APPENDIX B – CANADA POST CATALOGUE ORDERING INSTRUCTIONS

When ordering ... THEN the requestor must specify in Purchase Order Text Box of their e-Procurement shopping basket…

CMB Graphics #1 whether the #1 graphic is required in Eng/Fr or Fr/Eng.

CMB Graphic Chicklet sheets The specific chicklet sheet type required.

For CMB Graphic chicklet sheets, specify the chicklet number required (0 through 9). Graphic chicklets are provided in sheets of 20 of the same number (e.g. 20 of number 1 on a sheet).

CMB Key Tag chicklet sheets The specific chicklet sheet type required.

Key Tag chicklets are produced in sheets of 20 chicklets, 10 each of the same number but with the two variable alpha identifiers (e.g. 1 sheet contains 10 chicklets of 3A and 10 chicklets of 3B).

Key Tag chicklets are available in sheets of 3A with 3B through to 24A with 24B inclusive.