​​​​Tandia's Response to COVID-19

Reduced Branch Hours effective Thursday March 26

Our latest initiative to continue serving your financial needs while promoting greater social distancing is modifying our branch hours of service. Starting on Thursday March 26 and until further notice, branches will be open 10 am to 3 pm from Monday through Friday, and for branches with Saturday hours, 10 am to 1 pm.  Our Member Solutions Centre’s telephone hours (Monday through Saturday – 1.800.598.2891) will remain unchanged as follows: Monday through Wednesday and Friday, 9 am to 5 pm, Thursday 9 am to 6 pm and Saturday 9 am to 3 pm. 

We believe this action will help further protect our members and employees, by encouraging members to choose from our remote banking options (including telephone service) from the safety of home over a branch visit. This is will also further protect our employees with minimal branch traffic and the need to maintain social distance. 

Click here to view/download a complete list of temporarily reduced Branch Hours that also includes our regular hours for our Member Solutions Centre.

Suspension of In-branch Cash Services effective Thursday March 26

Another action we are taking will also better facilitate social distancing for our members and employees. To further minimize in-branch visits for everyday banking transactions, we are temporarily suspending cash services in our branches starting on Thursday March 26. 

What this means is that members will need to take advantage of our self-serve ATMs, online/mobile banking options or telephone-assisted transactions. We recommend (and retailers will appreciate) an increased use of electronic methods of payment over potentially unhygienic cash, like debit or credit cards and mobile payment options including Apple Pay and Samsung Pay. 

Rest assured that if you are in good health and absolutely cannot avoid coming into a branch, we will be there to serve you, politely maintaining social distance protocols. 

Our branch employees will continue to work their regular hours. They will focus their time on serving members over the phone as much as possible and will also be reaching out to members by telephone to ensure essential service needs are being met and if we can assist with our financial relief options at this extraordinary time.

We are sad to say that we must also temporarily suspend our regular month-end Member Appreciation Day at our branches. We are delighted that many members look forward to this every month and we look forward to the time we can resume – we’ll be sure to have some extra-special treats to celebrate.

Our Ongoing Commitment and Our Thanks

You will continue to hear regularly from us by direct email, through updates posted on our website and our social media pages. If you have not yet received an email from us, please update your personal information through online banking or contact our Member Solutions Centre to be added to our email list (you can unsubscribe at any time). 

Every day, our Executive Leadership Team evaluates circumstances as they evolve in order to manage them effectively. We will continue to do so for the foreseeable future. We are extremely proud of our employees who have pivoted and problem-solved on such short notice.

Every decision has been made without compromising on our service commitment to the members of Tandia while continuing to execute our business. As a result, Tandia continues to be a strong and stable organization.

Deserving the most thanks are our members, which I extend on behalf of our Board and employees. This is an extraordinary time, requiring patience and understanding which we very much appreciate. We look forward to continued deliverance of unparalleled financial services to you in good health. 

Richard Davies,
President and CEO

Based on the most recent government updates and recommendations, the following steps are being taken: 

• We are committed to continuing to meet our members’ financial needs while implementing temporary changes that will better ensure the health and safety of our members and employees. Effective Thursday March 19th and until further notice, we will be closing our Hamilton/James Street and Ancaster Branch locations. All other branches remain open with regular hours, including our Member Solutions Centre. Visit our Find a Branch/ATM page for details.
• We are continuing with vigilant cleaning of all branch locations; however, for the health and safety of our members and employees, we strongly encourage members to utilize online banking, our mobile app, branch ATMs or to contact our Member Solutions Centre for everyday banking needs. Particularly if you are experiencing flu-like symptoms or have recently travelled, for the health and safety of all we respectfully ask you use these safe and convenient service alternatives to visiting a branch. 
• Recognizing the financial challenges that many of our members may encounter due to COVID-19, we are prepared to offer assistance. Please contact your branch or our Member Solutions Centre at 1.800.598.2891 at your earliest convenience to discuss your concerns and how we can help. 
• For many of our employees who do not serve members directly, where possible we have implemented a work-from-home approach and have secure technology in place to facilitate. This enables many staff to remain productive at home and supports them in remaining healthy and capable of supporting our essential administrative and front-line employees who serve our members. 
• Please rest assured in these unprecedented times that Tandia is a sound financial institution and your deposits are protected through the Deposit Insurance Corporation of Ontario. For your personal safety and security of your savings, we highly discourage any member considering the withdrawal of a large sum of cash. Our ATM networks remain available and there’s the option of cash back on your next visit to the grocery store, plus other safe and secure payment options for members including Interac Debit, Apple Pay, Samsung Pay and credit cards including Tandia Collabria Visa. 
• Tandia has always been an avid supporter of Food4Kids. With the current school closures, over a thousand children in need in our communities are forced to go without their weekend food package deliveries from this organization. Food4Kids has endeavoured the costly task of providing as many families as possible with grocery gift cards to supplement the food donations. In order to continue our support for these children and families, Tandia and our employees have recently donated an additional $5,000 to Food4Kids. 

“I would like to take a moment to extend my gratitude to the Tandia team. I am incredibly proud of how everyone has stepped up and is committed to doing everything possible to continue to support our members, our fellow co-workers and our communities during this unprecedented event.” 

Richard Davies, 
President & CEO

Given the unprecedented and pro-active actions being undertaken to slow down the spread of COVID-19, Tandia is prepared to do its part and adapt to any government-recommended changes or actions while continuing to serve our members. Social distancing is a recent recommendation and we are beginning to transition our service delivery in this direction. 

Take advantage of everyday banking options from the comfort of home.

All Tandia branch locations, our Member Solutions Centre and ATMs remain open to serve members as usual and with continued hygiene vigilance. However, we are now recommending that members take advantage of 24/7 online banking and our mobile app for your day-to-day banking, like paying bills, depositing cheques or sending money. Our Member Solutions Centre is also prepared to assist you with transactions over the phone during regular business hours. For your cash needs, you may consider requesting cash back during your grocery store visits. For more complex transactions, we encourage you to consider booking a telephone appointment with a Member Service Advisor at your branch. Please also consider that if you have recently been out of the country and feel the need to visit your branch, call us first as we may be able to assist you via telephone.

Consider this handy list of remote service options available including:

• Online banking including Interac e-Transfers
• Tandia's Mobile app including cheque image deposit available for download at the App Store or Play Store
• Telephone appointments
• Online loan and mortgage applications
• eSign for essential documents
• Member Solutions Centre 1.800.598.2891, Monday through Saturday
• Secure messaging via ‘Contact Us’ on our tandia.com website
• Branch ATMs including drive-thru locations for cash needs
• THE EXCHANGE Network of ATMs, providing surcharge-free withdrawals at thousands of ATMs Canada-wide

For more information on any of these options, please visit our website or call the Member Solutions Centre.

If COVID-19 financially impacts you, we can help.

Understandably, some members may be financially affected as a result of COVID-19 and we are prepared to offer assistance. Please feel free to contact your branch or our Member Solutions Centre at 1.800.598.2891 at your earliest convenience and we will compassionately review your situation with you.

We will keep you informed.

As each day passes, new information about COVID-19 becomes available with recommendations on how to contain its spread and Tandia is prepared to adapt. Members are encouraged to check our tandia.com website regularly for updates (with current communications being posted at the top of the site, so its easily accessible), as well as our social media pages on Facebook, Instagram, Twitter and LinkedIn.

We are confident the actions we have taken so far and additional actions we may need to take in the coming days are responsible and in the best interests of our members, employees, suppliers and communities. We are at the ready to assist you with any questions or concerns.

Richard Davies,
President & CEO

We are closely monitoring COVID-19 developments to ensure the health and safety of our members and employees while ensuring our ability to serve our members’ essential financial needs remains a top priority in this pandemic situation. 

Given the increasing concerns about the continuing spread of the virus, we want to provide an update on the actions Tandia is taking in the best interests of our members and employees. 

Tandia is currently serving members as usual at all branch locations, but with added hygiene vigilance.  Rest assured we are taking appropriate precautions to ensure our work environment is cleaned and disinfected on a nightly basis.  All members and employees have ready access to disinfectant wipes and hand sanitizer. 

Tandia has a plan in place that will allow for essential services and operations to continue in the event we have to close any Tandia locations. As this situation continues to unfold, it provides an opportunity for all of us to review remote service options available should the need arise:

• Online banking
• Mobile app including cheque image deposit
• eSign for essential documents
• Member Solutions Centre 1.800.598.2891, Monday through Saturday
• Secure messaging via ‘Contact Us’ on our tandia.com website
• Branch ATMs including drive-thru locations for cash needs
• THE EXCHANGE Network of ATMs, providing surcharge-free withdrawals at thousands of ATMs Canada-wide
• Our Annual General Meeting is planned for Tuesday April 7th and we have a Webcast option for attendance

If you would like more information on any of these options, please visit our website or call the Member Solutions Centre. 

Once again, please rest assured that we have taken steps to review our Pandemic Plan that resides within our Business Continuity Plan and have a Tandia-wide contingency plan in place. This is a rapidly evolving situation and we will continue to communicate with our members and employees in a timely fashion. 

In terms of prevention, we encourage everyone to follow the recommended best practices provided by the Government of Canada on the Canada.ca website.

Richard Davies,​​
​President & CEO