COVID-19 Updates

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The CUA Team continues to monitor the impact of COVID-19 abroad and here at home in Nova Scotia. While many of you are leveraging our digital and telebanking options, we know there are many members who continue to rely on us for over-the-counter service at our branch locations. For this reason, and for as long as this situation lasts, we are committed to being here for you in the ways you need us.

Since the onset of COVID-19, our commitment to keeping staff and customers safe has resulted in many adaptations across our network, including the following:

  • We have physical distancing measures in place, including tape on our floors to indicate a safe distance from the counter.
  • Plexiglas shields are in place at all service counters.
  • Regular sanitization protocols have been established with service providers.
  • Additional sanitization agents and materials for staff and members upon request.
  • Signage, educational material and regular communication.
Although there has not been a case of COVID-19 among CUA employees, it is a possibility every organization must plan for. If faced with this situation, CUA will be as proactive and transparent as possible, closing the affected location and directing staff to self-isolate until further notice. Most importantly, CUA will work directly with public health to understand the case and undertake any action necessary to safely resume service.

In a time of constant change, CUA is continuing to adapt operations to meet the evolving needs and priorities of customers. In recent weeks, we have been monitoring branch usage as well as inbound call volumes and email requests. In response, we have redeployed a number of staff from various locations to nearly triple the capacity of our Contact Centre. We will continue to monitor service levels as an indicator of where customers need us to be, and on the basis of the usage data, we are temporarily adjusting our branch hours of operation starting Thursday, April 16th.

In the meantime, don’t hesitate to reach out to a member of our team if you are feeling unsure about your finances. Our Customer Contact Centre (902-492-6500) is currently receiving a higher-than-normal volume of calls and, depending on the nature of the discussion, wait times may vary. If you are unable to get through, please consider completing our online submission form and we will respond to you within 24 hours. As always, we sincerely appreciate your patience, kindness and continued loyalty. Together, we’ll get through this. Stay well.

Changes to Hours of Operation

We continue to adapt and align our operation to ensure our resources are deployed where they are needed most. We are currently providing service at all branch locations.  Starting on Thursday, April 16th, branches will operate Monday to Friday, opening at their usual time and closing at 4:00 p.m.  Our Customer Contact Centre (902-492-6500) welcomes your calls 8:30 a.m. to 6:00 p.m. Monday to Friday.

Has Your Income Been Affected by COVID-19?

We understand this can be a time of financial uncertainty.  For individuals, businesses and community organizations whose income or livelihood has been affected by the global COVID-19 pandemic, CUA wants you to know we are here to help. Learn about our Financial Assistance Program »

Supports for Nova Scotians

At CUA, we continue to follow daily updates and announcements from all levels of government in response to COVID-19. Many details of support programs continue to be released regularly, and we want to ensure you have the latest.

Recent Communications

CUA delivers the latest news and updates directly to your inbox. Didn't receive an email? View past messages below and ensure your email is up-to-date here »

Frequently Asked Questions

What is CUA doing to protect customers and staff from COVID-19? Expand/Collapse

CUA is committed to doing our part to reduce the spread of COVID-19.  We have requested that our property management and cleaning companies enhance their cleaning procedures to the expected standard for the current environment.  We have also shared information and helpful tips on how staff can implement best practices for themselves and their workspace.  Additionally, we are continuing to provide hand sanitization agents in our locations and encourage all staff and visitors to use these upon entry and prior to their departure.  We are requesting that staff and visitors refrain from handshakes, as well as encouraging the consideration of alternative meeting methods if an in-person meeting is not required.

Do I have to wear a mask when I visit a branch? Expand/Collapse

No. We do, however, applaud the choice to wear a mask in an effort to keep others safe. CUA has taken every precaution to ensure staff and customers are separated by either six feet of physical distance or a plexiglass barrier at front service counters.  If you choose to wear a face mask into the branch, you may be asked to temporarily lower it for the purposes of confirming your identification.

I do most of my banking in a CUA branch. What other options are available? Expand/Collapse

CUA offers a number of convenient options to access and manage your accounts online and from your phone, from the comfort of wherever you are.  To learn more, visit cua.com/waystobank. If you are not yet using online banking or CUA’s Mobile Banking App, please call 902.492.6500 to speak with a member of CUA’s Customer Contact Centre.  They would be happy to assist guiding you through the process of getting set up.

Will there be branch closures or changes to hours? Expand/Collapse

Temporary branch closures or changes to hours may occur during this period as a reflection of staff availability, members’ in-branch needs or augmented sanitization efforts. CUA continues to evolve its member service delivery model to align with the needs and changing priorities of members. Recently, in response to a high volume of telephone banking and Financial Assistance Program requests, we nearly tripled the capacity of our Customer Contact Centre which required a re-allocation of resources from a variety of branch network locations. As a recognized essential service, CUA remains committed to serving those who are relying on their continued access to financial products and services, support and advice. Any temporary closures or changes to hours of operation will be posted on this page.

If you temporarily close any CUA branches due to COVID-19, how will I know? Expand/Collapse

This page has been created to be the single source of information related to COVID-19 updates and CUA’s plan to address any interruption to our business operation.  Please continue to visit this page for updates as we will change the “last updated” date at the top when items are changed or added.  This page will contain an up-to-date “Branch Status” listing to ensure you know where you can access in-person services.  If a branch is closed due to COVID-19, signage will be placed on the door at the affected location, making note of a recommended alternative branch location that will be open and available to serve you.  If you are unsure of a branch’s status, please contact our Customer Contact Centre at 902.492.6500 or refer to this page for ongoing updates.

Are you still handling and/or accepting cash in light of COVID-19? Expand/Collapse

Yes. To date, public and government officials have encouraged the practice of hand sanitization and the avoidance of touching the face area as the two, scientifically-proven methods of stopping the spread of COVID-19.  While money is exchanged frequently, it remains a single surface type of hundreds that individuals come into contact with on a daily basis.  While we continue to accept and disburse cash, we remain diligent in maintaining strong practices of hand sanitization and are following the advice of public health officials.

Will this cause any delays in the processing of payments and/or transactions? Expand/Collapse

At this juncture, COVID-19 is not impacting our ability to process payments and/or transactions outside of normal volume times.  As the situation evolves, we will continue to update this page with the most up-to-date information.

I have lost my source of income as a result of COVID-19. What should I do? Expand/Collapse

We understand this can be a time of financial uncertainty.  For individuals, businesses and community organizations whose income or livelihood has been affected by the global COVID-19 pandemic, CUA wants you to know we are here to help. On March 20, we announced a comprehensive Financial Assistance Program for members.

How can I set up Direct Deposit to receive my Canada Emergency Response Benefit or other CRA payments? Expand/Collapse

You can set up CRA Direct Deposit through online banking and receive your payments or refunds fast. Sign up through online banking in seconds and the CRA will deposit your funds into your directly into your CUA account. Learn more here »
 

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