An update on COVID-19 and how we’re here to support our members

At Rapport, we know that our strength is in our relationships with members. More than ever, we want you to know that we are committed to both your safety and your financial wellness in everything we do. We will continue to use this page as a way to update you on what we are doing and the efforts we are making to protect the health and financial wellbeing of our members, employees and their families while continuing to meet your financial needs. Please check back often.

We are abiding by all government guidelines to protect our communities as we stay open as a deemed essential service. However, to ensure we are being the best corporate citizens, we have adopted a framework for our branches based on the Ontario Government’s public safety measures. It is important you know that we will always be a phone call or email away as we continue to answer questions, provide advice and offer solutions to our members.

What are our current branch hours?

Click here to view our current branch hours.

You can expect the following when visiting any of our branches:

  • Masks Required

  • Social Distancing

  • Limited Capacity

Screening Questions:

If you answer “Yes” to any of the questions below, we ask that you please contact us by phone or email instead of coming into the branch.

  1. You are currently displaying any COVID symptoms.

  2. In the last 14 days you have been exposed to someone with COVID.

  3. In the last 10 days you have tested positive for COVID.

  4. A doctor, healthcare provider or public health unit has told you to isolate.

  5. You have travelled outside of Canada in the last 14 days.

  6. You live with someone who has travelled outside of Canada in the last 14 days.

What does social distancing look like in a branch?

In keeping with Public Health recommendations, we require that members and employees maintain a distance of at least 6 feet or 2 metres away from each other at all times. To make sure we can maintain the proper social distance, we will only be able to allow three members in the branch at a time.

We want to hear from you whenever you have a question or are concerned about your financial situation and that’s why our Member Assistance Call Centre is even more important than usual.

What hours is the Call Centre open during this time?

Our Member Assistance Call Centre hours have increased to serve you better.  Our team is available Monday to Friday from 8 a.m. to 6:30 p.m. 

What is Rapport doing to help prevent the spread of COVID-19 in our branches and offices?

To stop the spread as much as possible, we are making sure that we disinfect high-touch areas such as ATMs, counters, doorknobs, handles, desks, workspace stations telephones, keyboards etc. throughout the day. We are also making sure that we are doing the following.

  • Thoroughly washing hands after each member interaction and using hand sanitizer (greater than 60% alcohol-based) during transactions, especially when money is exchanged.

  • Avoiding direct physical contact with members, no hand shaking or hugs as much as possible.

  • Practicing social distancing from one another by staying at minimum of 6 feet or 2 metres away.


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