With strike action at Canada Post announced to begin on Friday, May 23, Collabria continues to monitor developments. During a postal service disruption, mail deliveries, including cards, paper statements and rewards redemptions may be delayed.

Collabria has prepared the below resources to support partners and cardholders throughout the postal service disruption.

Partner Communications

Cardholder Communications

Frequently Asked Questions

• What is Collabria doing in preparation for a possible postal disruption in May 2025?
  While a disruption has not yet been confirmed, Collabria is closely monitoring the situation and taking proactive steps to ensure minimum disruption to cardholders and partners. This includes close contact with vendors and delivery partners to secure contingency plans, proactive cardholder communications, advance reissuance of expiring cards, and activation of multiple communications channels to keep partners and cardholders informed with the most up-to-date information.
   
• If a postal disruption is confirmed, will cardholders be notified?
  Updates and helpful information for partners and cardholders will be made available in the News and Insights section of collabriafinancial.ca. Additionally, an email communication notifying all cardholders with a valid email on file of the impact of the service disruption will be sent beginning May 1, 2025.
  
  Messaging will also be added to the Cardholder Services IVR and cardholder account statements.
   
• How will card deliveries be impacted?
  If cardholders are expecting a replacement card (for lost, stolen, or damaged cards), delays in delivery can be expected during a postal disruption. 
  
  Collabria will also be proactively advance reissuing credit cards that are set to expire in the coming months. Affected cardholders will receive a new card in advance of their scheduled expiry. This card is already active and ready to use upon receipt. 
   
• Will rush or courier card delivery be an option?
  As is expected with postal delivery disruptions, extra demand will be placed on courier services. Collabria will review rush requests on a case-by-case basis and work with courier vendors to prioritize deliveries accordingly. 
   
• The previous strike resulted in a significant backlog in the delivery of new plastics. Are preparations being made to avoid a similar impact?
  Collabria will continue to work with alternative service providers and is actively investigating and preparing additional contingency solutions where possible to minimize the impact of a strike on new cardholder applications and cardholder acquisition efforts for partners. Additional information will be shared as it becomes available. 
   
• How does a postal disruption impact cardholder eligibility for in-market offers?
  In the event of a postal disruption, the extended delivery timeline for new cards will not impact cardholder eligibility for any in-market offers available at the time of application. Additional information will be shared on applicable campaigns and offers if a disruption takes place. 
   
• How will statement deliveries be impacted?
  During a postal disruption, paper statements will not be delivered. It is recommended that cardholders enroll to receive eStatements to view their statements, transactions and minimum payments online without any interruptions.
   
• How can cardholders enroll to receive eStatements?
  Cardholders can view their balance, transactions and enroll in eStatements anytime at cardwiseonline.ca, or through the CardWise Mobile app. Additional information and how-to's can be found here and at www.collabriacreditcards.ca/myaccount. 
  
  Important: Once enrolled, cardholders will begin to receive eStatements in CardWise and availability notifications when the next statement is issued.
  
  Business cardholders using a consolidated pay structure can enroll to receive eStatements and view their account and payment details anytime on MyCardInfo. 
   
• Will cardholders be able to view eStatements instantly upon enrolment?
  Once a cardholder enrolls to receive eStatements in CardWise, the platform will not generate and display statements until the following statement is issued. 
  
  For business cardholders who enroll to receive eStatements in MyCardInfo, statements will be generated and display immediately.
   
• Will eStatements remain available in Springboard?
  eStatement population into Springboard will not be impacted by postal service disruptions. 
   
• If statement delivery is delayed, how can cardholders manage their payments?
  In the event of a service disruption impacting the delivery of physical credit card account statements, cardholders are responsible to make the minimum monthly payment on their credit card accounts. To make payments quickly and securely, cardholders can use CardWise Mobile and CardWise Online to make a one-time payment or set up recurring payments using AutoPay, or use their online banking platform bill payment function.
  
  For cardholders not enrolled in one of the digital account management solutions available for their card who wish to confirm their account balance, automated balance updates are available by calling the number on the back of their card. Once an active card number is entered, cardholders can remain on the line to hear an automated balance summary. 
   
• Once service resumes, will statement delivery return to normal?
  Paper statement delivery will resume once postal service is restored. Delays are to be expected once service resumes.
   
• How will rewards redemptions for merchandise or gift cards be impacted by the disruption?
  Rewards redemptions such as those for merchandise or gift cards requiring mail delivery, may experience delays in delivery time.