Customer service Primary
1-866-607-6301
Toll free in Canada. The Ombudsman says you must contact Customer Service first.
CP
Canada Post customer service and complaints
Mail and parcel delivery across Canada
Provisional entry
Checked 3 Nov 2026
Canada Post Corporation
Canada Post delivers mail and parcels nationwide. Complaints start with Customer Service, which logs a ticket, and unresolved complaints can be appealed to the independent Canada Post Ombudsman once Canada Post has made its decision.
Step one
Ways to contact Canada Post
TTY
1-800-267-2797
Listed in a public directory entry for Canada Post.
Ombudsman appeal form
Appeal to the Ombudsman
You need your customer service ticket number.
Office of the Ombudsman
1-800-204-4198
Email: ombudsman@canadapost.ca
Office of the Ombudsman
Office of the Ombudsman, Canada Post, PO Box 105, Gatineau QC J9H 5E4
Address from the Ombudsman's 2025 annual report.
Step two
How to complain about Canada Post
Work through the stages in order. Each one creates the paper trail the next stage needs.
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1
Stage 1
Contact Customer Service
As soon as the problem happens
Call 1-866-607-6301 or use the Canada Post help pages. Give the tracking number, dates and what went wrong. Ask for a service ticket number.
Write down the ticket number.
You need the ticket number to appeal to the Ombudsman later.
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2
Stage 2
Follow up on the ticket
If there is no update
Call back about the same ticket if you do not hear from Canada Post or are not satisfied with the response.
Always quote the ticket number.
Keep emails, letters and call notes.
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3
Stage 3
Wait for Canada Post's decision
Until a decision is issued
The Ombudsman only looks at an appeal if Canada Post has reached its decision on your complaint and has closed the ticket.
Keep the decision in writing.
The Ombudsman does not review any matter that is before the courts.
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4
Stage 4
Appeal to the Ombudsman
Within 12 months of the decision
Submit your appeal on the Ombudsman page with your ticket number. You have 12 months to appeal. The Ombudsman can review lost or damaged mail and parcels, delivery delays and poor service.
Include your ticket number and a short timeline.
The Ombudsman is neither an advocate for the customer nor for Canada Post.
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5
Stage 5
Know what is outside the Ombudsman
Before you appeal
The Ombudsman does not review complaints that deal exclusively with postal rates and pricing, service standards, Canada Post subsidiaries, or contractors and suppliers.
If your parcel was carried by a subsidiary or another courier, contact that company.
You can also go back to the seller for a refund on an online order.
If it is not fixed
Escalate to the regulator
Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.
Questions
Canada Post FAQ
What is the Canada Post customer service number?
Call 1-866-607-6301 toll free in Canada. The Ombudsman says you must contact Customer Service before appealing.
What is the Canada Post Ombudsman?
The Ombudsman is the final appeal authority for postal service complaints that Canada Post has not resolved to your satisfaction. It reports to the Chair of the Board of Directors.
What do I need to appeal to the Ombudsman?
You need a Canada Post Customer Service ticket number, and Canada Post must have reached its decision on your complaint. You have 12 months to submit the appeal.
What complaints can the Ombudsman review?
It reviews mail delivery reliability, lost or damaged mail and parcels, delivery delays, lack of signature or scanning, poor service, access to mail, postage refunds, insurance coverage and compliance with the Canadian Postal Service Charter.
What does the Ombudsman not cover?
The Ombudsman does not review complaints that deal exclusively with postal rates and pricing, service standards, Canada Post subsidiaries, or contractors and suppliers, and it does not review any appeal that is before the courts.
Sources
Where this information comes from
Provisional entry
Compiled from official provider and regulator pages, last checked 3 Nov 2026. Contact details change — confirm on the official page before relying on them.
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