Reporting late or non-delivery of mail

Help for Newspaper Publishers

(If you are a recipient or subscriber, click here.)

If you publish a newspaper and you experience a problem with mail delivery, including late or non-delivery of your newspaper, report the problem to:

1) Canada Post: Commercial Service Network by phone OR online:

a – BY PHONE:

Toll-free: 1-866-757-5480. Follow these voicemail prompts:

        1. Press 1 for English.
        2. Enter your Customer number, or press 1 to skip this step.
        3. Press 5 for “information, assistance or concerns with any commercial products including flyers” OR press 6 for “All other concerns including issues related to receiving mail.”

b – ONLINE:

Submit details by creating a business service ticket on the Canada Post website —click here.

Learn more about the Commercial Service Network »  

2) News Media Canada

Once you have reported your concern to Canada Post, let us know about it so that we can follow up with Canada Post on your behalf:

Paul Deegan, President and CEO
Email: pdeegan@newsmediacanada.ca

NOTE: It is important that you complete both steps. Step 1 ensures that Canada Post has the necessary details to track down and investigate the problem. Step 2 ensures that News Media Canada can alert Canada Post headquarters to your service ticket and expedite its resolution.


Help for Recipients and Subscribers

A recipient or subscriber who has not received their newspaper may report their mail delivery issue to Canada Post by phone or online:

a – Phone:

Toll-free 1-866-607-6301
(Outside of Canada: 416-979-3033)
Monday to Friday, 7 AM – 11 PM ET
Saturday and Sunday, 9 AM – 9 PM ET

b – Online:

Fill in the “Personal service ticket” form on the Canada Post website — click here, then scroll down.


What is the Commercial Service Network?

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

When you call, have the following information on hand:

i) Your Canada Post customer number.

ii) 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.

A CSN 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. You can also call the CSN and give your service ticket number.