December 3, 2004

(Letter sent to the Toronto Sun)

Dear Editor:

The article entitled "Writing a wrong", contains statements that go beyond the exchange I had with your reporter.

You state in your lead that Canada Post will be changing its policy "that barred employees from helping customers who are unable to write". There is no such policy at Canada Post. What I told the reporter was that we would be reviewing our policy - or our practice - to ensure that such situations do not occur again. Customers will appreciate that with the tragedies of 9/11 and the heightened concern about personal safety and identity theft, employees are urged to remain vigilant but to also help customers who require special assistance. When I told you we would be "reviewing our policy", I meant that we will be reminding our employees of this.

Canada Post has more than 7,000 post offices across the country and we are told of daily examples where Canada Post employees have assisted customers with special requirements. As you pointed out towards the end of the article, Mr. Fearon's experience with Canada Post is an unfortunate, isolated incident. It is sad that by its nature, the media often chooses to make an issue out of the exception rather than the rule.

Sincerely,

François Legault
Manager, Media Relations
(613) 734-8847