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 – Phone

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

• Press 1 for English.
• Enter the extension of the agent you wish to reach OR press 6 for “All other problems including irregular delivery of your 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) Newspapers Canada

Let us know about your mailing concern so that we can follow up with Canada Post on your behalf:

Tina Ongkeko, Managing Director, Member Services
Phone: 1-877-305-2262 ext. 3325

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 Newspapers 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 Unaddressed Admail–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.