Customer Assistance Program
File an Insurance Claim
Our team is available Monday to Friday from 8am-8pm EST and Saturday and Sunday
from 10am-6:30pm EST to
As many provinces move through their re-opening plans, so too has goeasy moved into our second phase
our re-emergence plans. These plans have been carefully crafted following the guidelines and
recommendations from the various Provincial Health Authorities across the country and prioritized to
ensure the health and safety of our customers and employees.
We are committed to continuing to work closely with our employees and customers to deliver the
levels of customer service while ensuring the health and safety of those around us remains our
priority. We couldn’t be more excited to welcome our customers back into our stores and branches,
however, our customers will continue to be able to transact with us through our digital and phone
channels for all of their lending and leasing needs.
After many weeks of navigating the COVID-19 crises, social distancing and a new set of realties for
of us, the Country is starting to open back up in many parts. We understand that this presents a new
of challenges for our branches and stores, but we are taking all the appropriate measures to re-open
a way that aligns to the provincial health and safety guidelines that have been established. Our
objective continues to be the health and safety of our employees, our customers and our communities
we are confident that as we officially begin to re-open our doors to customers, doing so through a
controlled and staged approach will best support that.
In preparation for the gradual re-opening of our branches and stores, we have built a 3-phase
re-emergence plan. Phase 1 reflects the initial re-opening period that corresponds with when each
province re-opens retail stores. Phase 2 is an extended period of medium term precautions. Finally,
Phase 3 is when we return to normal, although we expect normal may include some permanent changes to
way the business community operates. Each province will enter Phase 1 in accordance with when the
provinces reopen retail stores, some of which have already ben disclosed.
The plan below outlines the key steps in Phase 1 of our re-opening plan to ensure we can continue to
support and serve our customers while maintaining the health and safety of those around us.
While we know the fight against COVID-19 is long from over, collectively we have worked to “flatten
curve” and we can begin our gradual journey back. We remain incredibly proud of the over 2000
our team that have accommodated the many changes we have had to make to our business over the past 8
weeks while never losing sight of our primary objective of providing our customers with the support
need to navigate these difficult times.
There is no doubt that we still have a long road ahead, however, we hope that the milestone of
starting to re-emerge marks the beginning of our recovery. We are more committed than ever to
the millions of Canadian families that continue to rely on us and will be there to support you on
As more provinces have moved to a closure of all non-essential services, goeasy has made the decision
no longer accept in-person visits at our easyhome stores and easyfinancial branch locations
Tuesday, March 24th. This decision, although difficult, was made with the health and
well-being of our
team as our primary objective, while still ensuring that we can keep our employees fully productive
continue to provide essential services to our customers who are relying on us now more than ever.
We will continue to service our customers remotely with the ability to offer loans and leases, as
the ability to make payments virtually. Our delivery drivers for easyhome will move to a “doorstep”
model for delivery and pickups whereby they can arrange to leave a customer’s items at their
Store and Branch Locations No Longer Accepting In-Person Visits: Effective Tuesday,
24th, easyhome stores and easyfinancial branches will no longer be accepting in-person
visits. We remain
open to service our customers leasing and lending needs through our digital and virtual channels.
Doorstep Delivery Model: We will be immediately moving to a “doorstep delivery” model
for our easyhome business.Customers will be notified that their delivery or pick-up will be made by
arranging to leave their product directly inside their front entry way to ensure the health and
of both our employees and customers.
Open for Business Virtually: Although our stores and branches are no longer accepting in
person visits, our teams continue to work to service our customers through our phone and digital
channels. We are fully equipped to offer lending and leasing services to all customers remotely so
customers can apply for a loan or shop online and get access to the financial support they require
during these times.
We continue to focus on prioritizing the health and well-being of our employees, customers and
communities, while trying to remain fully operational and accessible to the many Canadians that
to rely on our services. Bellow are the additional actions we have taken to date.
Support Center: We have moved to a fully remote work model for our employees based out
our Mississauga head office.
National Shared Services Center (NSSC): Our NSSC operations in both Mississauga and
Hamilton continue to be open. We have divided all critical operational functions across two separate
sites in Mississauga and Hamilton. This includes Central Collections and the Central Loan Approval
Office, which has already moved more than half of its team to a full remote working model as an
preventative measure. In parallel, we continue to test and equip our teams with the ability to work
remotely. Employees that are at greater health risk as defined by the Public Health Authority of
will work remotely where they have the capability to do so.
Employees at our Stores and Branches: We have introduced a “Customer Disclosure
Questionnaire”. This tool is designed to help our employees assess the health of our customers and
visitors to our stores and branches in order to determine if the customer is in good health and does
pose a risk to anyone in the store or branch.
We have given all employees the discretion and autonomy to cancel and postpone face-to-face
(loan appointments, deliveries or pick-ups) with customers if they indicate they are ill or have
contact with someone that has been ill.
In addition, we are also limiting the number of customers to a maximum of 3-4 in our stores and 2-3
our branches and are asking that where possible, employees maintain a distance of more than 2 meters
with other individuals.
We know that many of our customers along with millions of Canadians, are facing financial hardships
result of the evolving COVID-19 situation. During these unprecedented times, we remain committed to
customers and are here to help them through these uncertain times. We have several tools currently
place to help our customers and encourage them to reach out directly to our branch or call center
immediately to find out how we can help.
Payment Deferrals: We will support our customers with the ability to
temporarily defer a payment should they need some immediate financial relief.
Term Extensions: Customers also have the ability to extend the term of
their loan to help reduce the amount of their payments.
We know that each of our customer’s situations is unique, and we are committed to working with each
individual to help them find a solution that will best fit their needs.
To protect the health and safety of our employees, customers and communities, we have implemented a
series of measures that will allow us to continue to serve our customers, while also greatly
the risk of illness and spread of the virus. We have formed a task force that is convening every few
hours to review and discuss an action plan. Below are the changes we have made to date, but we
to monitor the situation and will adjust our processes in real time as we receive new information.
Intensified Cleaning: Our stores, branches and head office are cleaned and sanitized
regularly as a normal course of business. Recently we have increased the frequency and intensity of
those cleanings to ensure our spaces are as safe as possible.
Standard Hygiene Protocols: We continue to promote good hygiene at our offices with
communications to our employees about the importance of frequent hand washing and the cleaning of
surfaces. We have also increased the stock of cleaning supplies.
Events and Meetings: We have currently suspended all large gatherings including our
conference and have converted all other meetings to virtual events.
Travel: All non-essential domestic and international business travel has been suspended
until further notice. We are implementing self-isolation procedures for a period of 14 days if an
employee has travelled out of the country or has been in contact with someone that may be affected
the virus. The employee must also be symptom-free before returning to work.
Social Distancing: We have implemented a series of social distancing measures in all our
offices. We know that transmission of the virus is enhanced via hand-to hand contact, so we are
proactively asking our employees to avoid shaking hands with customers, fellow employees, and other
visitors to our work locations. Our approach to customer service hasn’t changed! We value every
that walks in our doors more than ever and that’s why we replaced handshakes with smiles and waves.
Employees in our Stores and Branches: If any employee is feeling ill (for any reason),
are asked to stay home until they are better. If an employee does show up to work and shows signs of
illness, their manager will proactively ask them to leave. If an employee is in contact with someone
that has been diagnosed with COVID-19, they will also be asked to self-isolate for a 14-day period.
These measures should ensure that the risk of being in contact with the virus in one of our stores
branches is dramatically reduced.
As of today, goeasy and our easyhome and easyfinancial stores and branches are open for business and
are ready and prepared to serve the millions of everyday Canadians that have come to rely on us
their time of need. We are here to offer financial support for those that need access to credit, and
are prepared to help all our existing customers through any financial struggles they may be facing.
However, we would ask that anyone experiencing signs or symptoms of illness, refrain from visiting
stores and branches at this time.
Digital & Phone Support: Much of our lending and customer service activity can be done
digitally and remote. Loan applications and leasing orders can be submitted online, and many of the
documents and information we need to collect from our customers to create a loan or lease can be
submitted electronically. We also have an extensive set of payment tools available that allow
to pay us digitally without visiting a location. Furthermore, we have always been willing and able
help customers that are facing financial challenges and do whatever we can to help them during
of financial strain. Customers can visit us online at www.easyfinancial.com or www.easyhome.ca, call
visit their local branch or store, or reach us by phone at 1-866-327-9597
Remote Support: To ensure that our business can continue to operate without
have put into place a series of measures that include moving our entire corporate office to full
work and dividing our call center across two distinct separate sites in Mississauga and Hamilton. We
have also increased the number of remote staff to support our retail network. These actions greatly
limit the amount of human contact that occurs across our company and prepares us to remain in
under any circumstance.
Copyright © 2021 goeasy Ltd.