Mass changes to mail system in Iqaluit draw security concerns

Nunavut’s information and privacy commissioner is raising questions over the security of sensitive mail following major changes to mail delivery in Iqaluit.

Canada Post opened a second post office in the city two months ago. The change necessitated every resident to change their address from a post office box number to a civic address. Those new civic addresses will be associated with a new box number.

In recent letters, Graham Steele asked the heads of three GN departments – the Departments of Finance, Family Services and Human Resources – to assess privacy risks associated with the change.

“By all accounts, both in media and anecdotally, the switchover is not going particularly well,” Steele said in his letter. “There appears to be substantial confusion and delay, and there appears to be more than the usual amount of mail that goes missing or ends up in the wrong hands.”

Apart from pay slips and tax slips handled by the Department of Finance, Steele said he’s concerned about sensitive information in mail correspondence handled by the Departments of Family Services and Human Resources.

The new postal outlet on Astro Hill has been at the centre of criticism from residents since it went into service. Concerns range from confusion regarding the new mailing system based on street addresses to long lineups and mail or packages being delayed or mishandled.

“I’ve seen and heard enough myself to know there’s a real risk of sensitive mail not reaching the intended recipient, or actually getting into the hands of the wrong person,” Steele said in an interview.

“I want to understand what these departments are doing to assess the risk of mail getting to the wrong place or just not getting where it’s supposed to go. And if they believe that there is a risk, what they’re doing about it because, again, this addressing change affects every single person living in Iqaluit.”

Steele estimates 3,000 GN employees live in Iqaluit.

Nunavut’s Department of Executive and Intergovernmental Affairs is working with other GN departments to co-ordinate a response to Steele, said spokesperson Casey Lessard in an emailed statement to Nunatsiaq News.

Lessard noted the GN relies on Canada Post to send printed cheques, bills, and identification and certificates, among other items.

“Our focus is on ensuring that government services remain accessible and reliable during this transition period,” he said.

“All departments are evaluating how this situation affects their mail interactions with Nunavummiut, and will make necessary adjustments to minimize service disruptions.”

Lessard also sent a list of tips the GN is asking the public to follow during this time, including:

• Keeping their mailing address up to date;
• Not opening mail that’s not addressed to you and returning it to Canada Post;
• Choose to track sensitive items in the mail; and,
• Switch to direct deposit for financial transactions, where offered.

Lessard encouraged people to alert the GN’s access to information and protection of privacy office, as well as Canada Post’s ombudsman, of any privacy breaches and to follow social media for updates.

Canada Post spokesperson Phil Rogers said improvements are in the works, and that Canada Post thanks customers for showing their understanding despite the challenges.

Rogers said in an email that Canada Post has hired new staff to better manage the amounts of mail it is receiving and to clear backlogs. He added that “Canada Post takes its responsibility to serve Northern communities seriously.”

“As we make these changes, we also want to assure residents that there is nothing more important to us than respecting their privacy,” Rogers said.

Rogers also encouraged people with questions to call Canada Post’s customer service team.

Steele asked all three departments to respond by Jan. 17.