OLDS — A co-chair of the community lifestyles committee is calling on Canada Post to change its policy of not forwarding mail from seniors’ facilities.
Rita Thompson says her committee learned of the problem from a senior who was moving from a seniors’ facility to Calgary to be closer to family.
A letter undersigned by Thompson, co-chair Bernice Lynn and Age Friendly Initiative chair Erica Sweetman was sent to Canada Post ombudsman Jean Marc Mantais earlier this winter.
“She is independent and was shocked to learn that Canada Post would not forward her mail,” the letter said.
They also recounted another situation in which the daughter of a resident was “distressed to learn that when her mother passed away, her mail could not be forwarded to her, as the executor of her mother’s estate.”
“In view of a growing aging world, we request that Canada Post review and revise its policy under the nursing home category to not forward mail addressed to customers who receive it through shared postal address.”
That letter was CC’d to many people, including Red Deer-Mountain View MP Earl Dreeshen.
They received a reply from Mantais’ office.
“Dear customer,” it said. “Our mandate stipulates that the ombudsman has no legislative power over Canada Post and does not set corporate policy. As such, we cannot review your concerns with Canada Post's mail forwarding policy as it relates to shared postal addresses.”
However, the letter from Mantais’ office said if people do have “specific complaints” regarding forwarding mail to a specific address, they must go online to www.canadapost-postescanada.ca or phone 1-866-607-6301.
At that point, the process is to receive a ticket number for referencing the complaint.
If the complainant is not satisfied with Canada Post’s final decision on the matter, they can appeal the decision by, again, completing an online form via www.canadapost-postescanada.ca/ombudsman.
During an interview, Thompson said there are many seniors for whom that process just won’t work.
“Not everybody over 65 or whatever has access or knowledge about how to do that on a computer. There are some of course who do, but not everybody does, so what happens to them,” she asked.
Thompson said if that mail isn’t forwarded, that senior and/or his or her family members may not receive important documents sent to their former address.
“It’s just important for people to know. And you don’t know until it happens to you,” she said.
The Albertan contacted Dreeshen for his thoughts on the matter.
When interviewed, Dreeshen said he was unaware of the letter and its contents but said it’s possible his staff did receive it.
Indeed, after that interview, a representative of Dreeshen’s office did get back to Thompson and fellow committee members via email.
“Mr. Dreeshen was very concerned when he learned of the mail issue complaints on Friday,” constituency assistant Jean Hollebeke wrote.
“I have forwarded your letter to our liaison person with Canada Post to see if he can provide any assistance to us.
“I feel the letter you received from the ombudsman is just a form letter and is basically saying nothing.”
Thompson thanked Hollebeke for her letter.
“The policy needs to be addressed,” she wrote. “It is antiquated, ageist and does not address current realities.”
Mountain View Seniors' Housing general manager Niki Luft said that organization is aware of the problem.
“I have heard about this and am aware that when mail goes to a ‘bag’ versus a post box number they are unable to forward the mail,” Luft wrote in an email.
“I was not aware that they can complete an online form to forward their mail.”
Luft said it’s an issue that primarily affects the organization’s lodge residents (MVSH also has apartments for seniors).
She planned to take the issue up with MVSH chief administrative officer Stacey Stilling.
Stilling could not be reached for comment at the time this story was written.
