Look what was delivered in the mail

Shocked by what came in the mail one day, Kirklander Paula Young dropped by The Chronicle offices to express her dismay with how Service Canada handles confidential original documents.

Young received a 64-year-old woman’s Certificate of Canadian Citizenship document Service Canada mailed to her home last week. The address on the letter was Young’s but the document didn’t belong to her or her father William Young, for whom she has power of attorney and has been dealing with Service Canada on his behalf recently. She has been waiting for written confirmation of her father’s eligibility for an income supplement. “It’s incredible I ended up with this document,” she said in an interview at The Chronicle’s offices. “In this day of ID theft, I think they would have a better way doing it. Why do they mail these original documents? Why not use true copies.”

Young said it was probably human error that led Service Canada to mail her an original citizenship document, dated May 18, 1973, and belonging to Jessie Robb Waldie who turns 65 in January. What Young can’t accept is that original documents given to Service Canada, this time to apply for old age security and pension, are routinely returned through regular Canada Post mail delivery.

Young plans to return Waldie’s citizenship certificate, in person, to the Service Canada centre in Pointe Claire.

After being contacted by The Chronicle regarding this wrongly-sent document, Service Canada decided to reply in writing. “Service Canada has strict safeguards in place to ensure that personal information is secure. Our employees are well trained and extremely diligent in their efforts to protect the documents that are in their care. Due to the large volumes of information being processed, isolated cases of mail being misdirected, though rare, may occur,” Service Canada’s media relations department stated.

Citing privacy issues, Service Canada declined to say where the document should have been delivered.

On Service Canada's policy on returning original documents, its staff should not retain original documents for more than one working day. They should be photocopied and returned to the client without delay. It is normal operating procedure to use regular mail to return original documents.

Young, however, is not impressed with Service Canada’s return policy. “They are not very careful with documents,” she said.

Chronicle, Albert Kramberger