COVID-19 Updates

We are here to help.


(Last updated: March 24, 2020)


The CUA Team continues to monitor the impact COVID-19 is having on the world, in our province and on our organization. On March 22nd, Government and public health authorities declared a provincial state of emergency in Nova Scotia. You may be wondering what this means for your continued access to CUA’s banking products and services. Be assured, we are here to help.

As a recognized essential service, CUA branches remain open to serve you, practicing physical distancing and personal protective measures.

We encourage members to use CUA’s convenient online and mobile banking platforms to do their day-to-day banking. You are also welcome to phone our Customer Contact Centre (902-492-6500). If you visit a branch, please make use of sanitization agents available to you and follow our new directional signage on the floor (tape!) to maintain physical distancing requirements. If you are feeling unwell, please keep the health of our staff, members and community in mind and conduct your banking online or by phone.

We have also taken additional measures to serve you better while protecting the health of our staff and one another, including the following:

  • We have nearly tripled the capacity of our Customer Contact Centre to reflect the changing needs and priorities of our members.
  • Requiring meetings involving branch staff to take place by phone or using videoconference. Paperwork requiring signatures will be coordinated with members directly and will continue to be signed in-branch at the counter.
These new measures are in addition to previous efforts including location-specific cleaning, sanitization and physical distancing protocols, holding staff meetings virtually and enabling many employees to work from home. We continue to monitor the situation closely, following the direction of government and public health agencies. Continue to visit this page for updates.

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 more convenient, complete our online submission form and we will respond to you directly as soon as possible. As always, we sincerely appreciate your patience, kindness and continued loyalty. Together, we’ll get through this. Stay well.

An Important Message from our President & CEO

We know your continued access is essential.

Our dedicated staff have been working to understand and respond to members' changing needs and priorities. Continue reading »

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 »

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.

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.
 

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