Frequently Asked Questions

If you would like more information or have any COVID-19 related inquiries, please submit your questions to covid19inquiries@symcor.com

Describe the measures that Symcor has put in place to mitigate the risks arising from the COVID-19 pandemic.

The safety and well-being of our employees, clients, and partners is of utmost importance to Symcor. We have activated a robust COVID-19 Pandemic Response Plan to protect our employees and to support our clients with the service level excellence they have come to expect. Symcor continues to monitor the situation closely and take appropriate actions as conditions evolve.

To ensure continuity of business and maintain service excellence, the following measures, including, but not limited to, have been taken to maintain a high level of safety and protection against COVID-19 in our workplaces.

• Proof of vaccination required for all employees, consultants, agency employees and contractors in order to enter Symcor workplaces
• All Symcor employees in positions which may be performed remotely, continue to work remotely
• Hosting internal and external meetings through video conferencing and teleconferencing
• Consistent cadence of communications to our employees and other stakeholders, including client governance teams
• Frequent cleaning of all tabletops and door handles
• Wiping down of all surface areas with specialized cleaning products
• Providing employees with protective wear, such as gloves, to perform tasks
• Installation of temperature checks at all Symcor locations 
• QR code vaccination scanners for facility vendors
• Workplace COVID-19 protocols adjusted when necessary in response to requirements of government and public health authorities

Does your Business Continuity Plan include pandemic planning and preparedness?

Yes, Symcor’s Business Continuity Plan includes pandemic planning and preparedness. Symcor's Pandemic Plan lays out specific tasks to be completed by various members of the Crisis Management Team and representatives from key departments within the company. It is a framework of action, with the goal of mitigating the impact of a pandemic event and continuing to provide contracted services. Regional Site Response Teams will work with the Crisis Management Team (CMT) from our corporate office, who report to a committee of executives.

Is Symcor an essential service?

Symcor fulfills a critical role in the direct supply chain for financial institutions and other commercial entities, in particular with respect to the secure exchange of data including remittance, data services, clearing and settlement of cheques and provision of statements. Symcor’s role is necessary and essential to support the financial sector and our clients in support of the payments infrastructure in Canada.

Have scheduled client tours, onsite quality checks and any other meetings with clients at Symcor facilities been suspended? 

All tours and on-site meetings have been suspended. Onsite quality checks by clients have been temporarily deferred. In lieu of client participation in onsite quality checks, Symcor may either courier or email the output to clients.

Have any changes been made to the Symcor Service Support?

No changes have been made to Symcor Service Support.

For any inquiries regarding a service that you subscribe to with Symcor, or a request for support unrelated to COVID-19, please route your question to our Service Desk, which is available 24/7 to answer your questions. If you are a branch employee and have a question related to your financial institution, please contact your organization’s governance team, vendor management team, or your manager for assistance.

Whom should I contact in case I need a Change in Service(s)?

Should you require a change in the service you receive from Symcor today, please submit a Change Request to our Change Control team for assessment. Change Requests can be sent via email at changecontrol@symcor.com and/or contact your Client Relations Manager for guidance.

If you are a branch employee and have a question related to your financial institution, please contact your governance team, vendor management team, or your manager for assistance.

Has Symcor experienced any service disruptions due to COVID-19? 

Symcor has made adjustments to its operations due to COVID-19. To date, there have been no material impact to clients. We are committed to continuing to support your business with the service level excellence and high standards that you have come to expect from Symcor.

Are non-Symcor employees and third-party vendors required to comply with Symcor’s COVID-19 Vaccination Policy and Guidelines?

Yes, all agency workers, contractors and vendors are required to comply with Symcor vaccination requirements in order to enter any Symcor facility and to comply with all posted COVID-19 health and safety protocols and guidelines.  

All non-essential third-party access (including vendors) to Symcor facilities has been temporarily suspended.  

Essential third parties are authorized access Symcor Operational facilities to support maintenance of facilities and other essential operational requirements.