Canada Post: President/CEO Deepak Chopra On Non-Delivery of Mail After Ice Storm “I should have … I should have spoken earlier,”

Update: see previous posts – January 1, 2014 Canada: Federal Conservatives Want to Fix Everyone Else’s Pensions/Benefits, But Not Their Own, December 31, 2013 Harper must defend consumers in mail cuts: Roseman, December 11, 2013 Canada Post: We Won’t Deliver (To Urban Homes Anymore), November 20, 2013 Canada Post: Settles $5 Million Lawsuit – Court Orders That Canada Post Will End Expressing Volumetric Weight in Units of Weight by October 30, 2015., August 21, 2013 Canada Post: Offers $5 million to End Shipping Charges Lawsuit

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Canada Post CEO Deepak Chopra apologizes for mail delays; promises to do better

Deepak Chopra said Canada Post was so overwhelmed by December’s ice storm, they failed to properly communicate with affected customers.

Canada Post CEO Deepak Chopra said the Crown corporation was so overwhelmed by the effect of December’s ice storm on its staff, that it simply “forgot” to notify customers of weeks-long delivery delays.

The embattled CEO, who until now remained notably silent on the delivery problems that plagued the corporation over the holiday season, said on Monday that Canada Post missed a “critical step” as it rushed to deliver packages and letters after the ice storm prompted many full-time carriers and relief workers to take time off.

“We were so caught up in making sure that we got it right and to do it fast, we missed a very critical step, and that was to communicate with those whose service was impacted. … We missed a very important step, and for that we apologize,” he said.

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  • Canada Post CEO Deepak Chopra, seen Dec. 19, 2013, has been under fire for keeping silent after delivery delays were revealed by the Star. zoom

“We were so busy fixing the problem, but we forgot to tell people that we had a problem, too.”

Speaking to the Star in a boardroom at his downtown Toronto office, Chopra said the decision was made in the two days before Christmas that delivery of packages would be prioritized.

Chopra said the Crown corporation had learned “important lessons” from the events of the past three weeks, and highlighted its new alert system as proof that it is improving its operations.

That system, which includes notices to local media as well as on Canada Post’s website and Twitter account, is already in place, and was used for the first time late last week in Newfoundland and Labrador, where delivery was impacted in some areas by bad weather.

The Star had requested an interview with Chopra twice last week, as calls mounted by opposition critics and individuals in the GTA who went weeks without mail for him to publicly address the delivery problems.

Instead, the Star was given on both occasions Doug Jones, senior vice-president of delivery and customer experience, who mainly blamed the weather for the delivery issues.

Chopra said that at the time, it was believed Jones would be the best person to answer the paper’s questions about deliveries, but in hindsight, now admits that approach was wrong.

“I should have … I should have spoken earlier,” he said.

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