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COVID-19 Canon New Zealand Update

20th January 2022

Coronavirus (COVID-19) is an evolving global situation and has brought unprecedented challenges to our business, our customers, our employees and of course the wider community. Our approach is to continue to manage the situation in a safe, calm and measured way, and when required act swiftly and communicate clearly.

Our Canon Oceania Business Continuity team (BCP) has been actively monitoring the situation and putting appropriate measures in place as the situation and local restrictions evolve. We have a clear framework in place should any incidents arise, by which we are operating.

Ongoing Safety 

See here our Canon COVID-19 Safe Plan. This plan outlines how we ensure a safe and healthy working environment for Canon employees, customers and other affected parties while undertaking work at Canon sites, at home or on customer sites. This plan outlines how we’ll operate safely during COVID-19 restrictions for employees.

We continue to work with our customers to resolve every possible issue without the need for an onsite service visit. This will continue to be done via our technical helpdesk support and/ or remote access to devices. However, all our service technicians have been issued with PPE which includes face masks, gloves, and sanitiser. PPE will be worn and used in accordance with the hygiene, health and safety measures policy and/or at the request of customers.

Canon at Orange Setting

All our teams are working in accordance with the health and operational measures set out by the Government.

Our offices are open, but all visitors are expected to comply with our heightened Covid-19 preventative measures including signing in/ out of premises, practicing social distancing, contactless delivery where possible. We have also taken additional measures to ensure the safety of all staff and visitors to our sites.

Our Consumer Service Department will be accepting deliveries and pickups under Orange setting from 2 May 2022. We are still accepting courier delivery and repair and service bookings can be made via the below form.

Canon at Red Setting

When a region is in Red setting we encourage our staff who work in these areas to work from home. Our Offices under Red are closed to the public.

In Auckland, the majority of our teams will continue to work from home to provide the best possible service and support to our customers.

Our Consumer Service Department is based in Auckland and continue to work under Red while adhering to our Covid Safe Work Policy. Consumers can courier their products in for repair, but we will not be accepting any pickup or delivery of items. You can book your repair using the link below.

We will continue to support our business customers as and when required. Remote service remains our first preference however, technicians can and will attend sites where required in line with our Covid Safe Work Policy. All our Technicians are equipped with full PPE gear.

Important Contact Details

Request Service and Repairs

  1. Online: https://www.canon.co.nz/business/support/service-and-repair-form
  2. Email us: service.supplies@canon.co.nz
  3. Call us: 0800 222 666

Request Toner and Supplies

  1. Online : https://www.canon.co.nz/business/support/order-toner-and-supplies-form
  2. Email us: service.supplies@canon.co.nz
  3. Call us: 0800 222 666

Any other support or assistance

  1. Online : https://www.canon.co.nz/business/support
  2. Email us: https://www.canon.co.nz/support/general-business-inquiry-form
  3. Call us: 0800 222 666
  • Covid-19 Orange Light (20 January February 2022)

    Accessing a Canon site

    From Wednesday 10 November 2021, we require all visitors, customers and contractors to be fully vaccinated to enter our Canon offices. You will be asked to present evidence of your vaccination status to a member of our staff.

    Canon at Orange Setting

    All our teams are working in accordance with the health and operational measures set out by the Government.

    Our offices are open, but all visitors are expected to comply with our heightened Covid-19 preventative measures including vaccination mandates, signing in/ out of premises, practicing social distancing, contactless delivery where possible. We have also taken additional measures to ensure the safety of all staff and visitors to our sites.

    Our Consumer Service Department will be accepting deliveries and pick ups under Orange setting provided visitors to our site are fully vaccinated. We are still accepting courier delivery and repair and service bookings can be made via the below form.

    Canon at Red Setting

    When a region is in Red setting we encourage our staff who work in these areas to work from home. Our Offices under Red are closed to the public.

    In Auckland, the majority of our teams will continue to work from home to provide the best possible service and support to our customers.

    Our Consumer Service Department is based in Auckland and continue to work under Red while adhering to our Covid Safe Work Policy. Consumers can courier their products in for repair, but we will not be accepting any pickup or delivery of items. You can book your repair using the link below.

    We will continue to support our business customers as and when required. Remote service remains our first preference however, technicians can and will attend sites where required in line with our Covid Safe Work Policy. All our Technicians are equipped with full PPE gear.

  • Covid-19 Level 2 (24 November 2022)

    Accessing a Canon site

    From Wednesday 10 November 2021, we require all visitors, customers and contractors to be fully vaccinated to enter our Canon offices. You will be asked to present evidence of your vaccination status to a member of our staff.

    Alert Level 3 in Auckland

    In Auckland, the majority of our teams will continue to work from home to provide the best possible service and support to our customers.

    Essential Service businesses will be supported in line with Government guidelines. Please see below for further information and key contact details.

    Consumers

    Our Consumer Service Department is based in Auckland and will be returning to work under our Covid Safe Work Policy. Consumers can courier their products in for repair, but we will not be accepting any pickup or delivery of items. You can book your repair using the link below.

    Alert Level 2 elsewhere

    All our teams are working in accordance with the health and operational measures set out by the Government under Alert Level 2.

    Our offices are open, but all visitors are expected to comply with our heightened Covid-19 preventative measures including vaccination mandates, signing in/ out of premises, practicing social distancing, contactless delivery where possible. We have also taken additional measures to ensure the safety of all staff and visitors to our sites.

  • Covid-19 Level 3 - (28 February 2021)

    As Auckland moves back into Alert Level 3 from Sunday 28 February 2021, most of our employees will be working from home. As always, the health, safety and wellbeing of our team and customers remain front of mind.

    To minimise the risks associated with face to face contact, our priority is to work with our customers to resolve every possible issue without the need for an onsite service visit. This will continue to be done via our technical helpdesk support and/or remote access to devices.

    For essential services businesses that require onsite service, our technicians have been issued with PPE which will be worn and used in accordance with the hygiene, health and safety measures policy. In the interests of keeping our employees safe during onsite visits, we expect customers to adhere to the Government’s Covid-19 safe working recommendations. Our employees have the right to refuse entry if they are concerned about the level of risk they may be exposed to.

    In our regions outside of Auckland, our service technicians will be available for onsite service however we will continue to provide remote assistance in the first instance.

    As we continue to navigate the complexities of Covid-19 some orders and services may experience slightly longer delays than normal. We thank you for your patience during this time.

  • Covid-19 Level 2 (18 February 2021)

    As the wider Auckland area moves into Alert Level 2 from Thursday 18 February 2021, we are preparing to reopen our Canon office in Auckland from Monday 22 February 2021. Our other national offices are open as normal. All our teams are working in accordance with the health and operational measures set out by the Government under Alert Level 2. As always, the health, safety and wellbeing of our staff and customers remain front of mind.

    All our visitors continue to be expected to comply with our heightened Covid-19 preventative measures including; scanning our QR codes/ signing in/ out of premises, practicing social distancing, contactless delivery where possible. We have also taken additional measures to ensure the safety of all staff and visitors to our sites.

    Our service technicians have been issued with PPE which includes face masks, gloves and sanitiser. PPE will be worn and used in accordance with the hygiene, health and safety measures policy and/or at the request of customers.

    As we continue to navigate the complexities of Covid-19 some orders and services may experience slightly longer delays than normal. We thank you for your patience during this time.

  • Covid-19 Level 3 (14 February 2021)

    As Auckland moves back into Alert Level 3 from Sunday 14 February 2021, most of our employees will be working from home. As always, the health, safety and wellbeing of our team and customers remain front of mind.

    To minimise the risks associated with face to face contact, our priority is to work with our customers to resolve every possible issue without the need for an onsite service visit. This will continue to be done via our technical helpdesk support and/or remote access to devices.

    For essential services businesses that require onsite service, our technicians have been issued with PPE which will be worn and used in accordance with the hygiene, health and safety measures policy. In the interests of keeping our employees safe during onsite visits, we expect customers to adhere to the Government’s Covid-19 safe working recommendations. Our employees have the right to refuse entry if they are concerned about the level of risk they may be exposed to.

    In our regions outside of Auckland, our service technicians will be available for onsite service however we will continue to provide remote assistance in the first instance.

    As we continue to navigate the complexities of Covid-19 some orders and services may experience slightly longer delays than normal. We thank you for your patience during this time.

  • Covid-19 Level 2 (11 August 2020)

    11 August 2020

    As Auckland moves back into Alert Level 3 from Wednesday 12 August 2020, most of our employees will be working from home. As always, the health, safety and wellbeing of our team and customers remain front of mind.

    To minimise the risks associated with face to face contact, our priority is to work with our customers to resolve every possible issue without the need for an onsite service visit. This will continue to be done via our technical helpdesk support and/or remote access to devices.

    For essential services businesses that require onsite service, our technicians have been issued with PPE which will be worn and used in accordance with the hygiene, health and safety measures policy. In the interests of keeping our employees safe during onsite visits, we expect customers to adhere to the Government’s Covid-19 safe working recommendations. Our employees have the right to refuse entry if they are concerned about the level of risk they may be exposed to.

    In our regions outside of Auckland, we are asking our teams to work remotely where possible. Our service technicians will be available for onsite service however we will continue to provide remote assistance in the first instance.

    Our Online Canon Shop will continue to operate at full capacity.

    As we continue to navigate the complexities of Covid-19 some orders and services may experience slightly longer delays than normal. We thank you for your patience during this time.

  • Covid-19 Level 2 (13 May 2020)

    13 May 2020

    Covid-19 has brought unprecedented challenges to our employees, clients, economy and New Zealand as a whole. We are proud of the nationwide response that we have all been a part of.

    As New Zealand moves into Alert Level 2 from Thursday 14 May 2020, we are preparing to reopen our Canon offices nationally from Monday 18 May 2020. All our teams are working in accordance with the health and operational measures set out by the Government under Alert Level 2. As always, the health, safety and wellbeing of our staff and customers remain front of mind.

    Our Canon offices will reopen but all visitors will be expected to comply with our heightened Covid-19 preventative measures including; signing in/ out of premises, practicing social distancing, contactless delivery where possible. We have also taken additional measures to ensure the safety of all staff and visitors to our sites.

    Download - Safe Work Method Statement (13 May 2020)

    We will continue to work with our customers to resolve every possible issue without the need for an onsite service visit. This will continue to be done via our technical helpdesk support and/ or remote access to devices. However, all our service technicians have been issued with PPE which includes face masks, gloves and sanitiser. PPE will be worn and used in accordance with the hygiene, health and safety measures policy and/or at the request of customers.

    Our Online Canon Shop will continue to operate at full capacity.

    As we continue to navigate the complexities of Covid-19 some orders and services may experience slightly longer delays than normal. We thank you for your patience during this time.

    View full update for Canon Business Customers.

  • Covid-19 Level 3 (27 April 2020)

    27 April 2020

    Covid-19 has brought unprecedented challenges to our employees, clients, economy and New Zealand as a whole. We are proud of the nationwide response that we have all been a part of.

    View full update for Canon Business Customers.

    As New Zealand moves into Alert Level 3 from Tuesday 28 April 2020, the majority of our staff will continue to work remotely. As always, the health, safety and wellbeing of our staff and customers remain front of mind. Things we are doing include:

    • All our teams are working in accordance with the health and operational measures set out by the Government under Alert Level 3.
    • Where possible our staff will continue to work remotely, this includes our Contact Centre staff and helpdesk operators who have been on call throughout Level 4 and will continue to be available throughout all alert levels.
    • To minimise the risks associated with face to face contact our priority is to work with our customers to resolve every possible issue without the need for an onsite service visit. This will continue to be done via our technical helpdesk support and/ or remote access to devices.
    • All our service technicians have been issued with PPE which includes face masks, gloves and sanitiser. PPE will be worn and used in accordance with the hygiene, health and safety measures policy and/or at the request of customers.
    • In the interests of keeping our employees safe during onsite visits we expect customers to adhere to the government’s Covid-19 safe working recommendations. Our employees have the right to refuse entry if they are concerned about the level of risk they may be exposed to.
    • Our Online Canon Shop will reopen to full capacity and will resume filling orders as normal.

    As we continue to navigate the complexities of Covid-19 some orders and services may experience slightly longer delays than normal. We thank you for your patience during this time and hope that you and your families are safe and healthy in your bubbles.

  • Covid-19 Level 4 (24 March 2020)

    24th March 2020

    With the Government placing New Zealand on Level 4 of the COVID-19 alert system, Canon has closed its business operations until further notice.

    During the lockdown period, our teams are working from home to provide the best possible service and support to you during this period.

    Essential Service businesses will be supported in line with Government guidelines. Please see below for further information and key contact details.

    Consumers

    Canon is ‘remotely’ open for business and ready to take your calls and/or emails.

    Our Canon Shop  is still open for essential services businesses to purchase the likes of printers and ink with deliveries directly to your door step. https://shop.canon.co.nz/

    Our Consumer Service Department is closed and unable to provide repairs under the Government guidelines however, if you are classed as an Essential Services business and require an urgent repair, please get in touch with our team by calling 0800 222 666


    Business Customers

    Essential Services:

    Canon will continue to support your business with the supply of toner, servicing of devices and support for solutions.   Our service team will work to resolve your query over the phone as an initial step and will visit your premises only if necessary and in line with Ministry of Health guidelines.

    Non-essential Services:

    Canon will continue to support your business with the supply of toner, servicing of devices and support for solutions.   Our service team will work to resolve your query over the phone as visits are not possible under Alert 4.

    Important Contact Details:

    Request Service and Repairs

    1. Online: https://www.canon.co.nz/business/support/service-and-repair-form
    2. Email us: service.akl@canon.co.nz
    3. Call us: 0800 222 666

    Request Toner & Supplies

    1. Online : https://www.canon.co.nz/business/support/order-toner-and-supplies-form
    2. Email us: service.supplies@canon.co.nz
    3. Call us: 0800 222 666

    Any other support or assistance

    1. Online: https://www.canon.co.nz/business/support
    2. Email us: https://www.canon.co.nz/support/general-business-inquiry-form
    3. Call us: 0800 222 666