Best Practices for Curbside Pick-Up & Delivery
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Adopting curbside pick-up and delivery services can allow business owners to meet the needs of their customers, while keeping the community safe. This document is intended to be a guide for businesses and should not take place of any legal advice or rules put in place by any governing body or legislation.
The Government of Ontario issued a news release on Friday, February 12, 2021 indicating that twenty-seven public health regions, including Windsor-Essex County, will be transitioned out of the shutdown and into the Red – Control Level of the revised and strengthened COVID-19 Response Framework: Keeping Ontario Safe and Open effective Tuesday, February 16, 2021 at 12:01 am. This webpage will be updated when the changes are implemented to reflect the new public health measures enforceable under the O.Reg 263/20: Rules for Areas in Stage 2. For more information about Red – Control restrictions, visit the Government of Ontario’s COVID-19 Response Framework: Keeping Ontario Safe and Open or WECHU’s Local Pandemic Status page.
In the Grey – Lockdown Level of Ontario’s COVID-19 Response Framework, non-essential businesses may open only for curbside pick-up or delivery only. In-person retail shopping is not permitted. Several exceptions apply such as stores for grocery, convenience, hardware, beer, wine, liquor, pharmacies, pet supply, which are permitted to remain open for in-person shopping under reduced capacity.
For a full detailed list of other businesses, organizations, and services permitted to operate in the Grey – Lockdown Level, please refer to Ontario Regulation 82/20: Rules for Areas in Stage 1, or review a summary in Appendix A of the COVID-19 Response Framework: Keeping Ontario Safe and Open – Lockdown Measures.
Stay updated on the latest provincial restrictions and local orders by visiting WECHU’s Local Pandemic Status webpage.
**This document is subject to change and is current as of January 4, 2020
Post signage informing at-risk customers (i.e., those with symptoms, recent travel, exposure to someone with COVID-19) to return home and self-isolate and avoid using curbside pick-up or any other services where they may be interacting with others.
ENCOURAGE REMOTE INTERACTIONS
- Customers should pre-order online or by phone if possible.
- Provide pre-pay options for the customers either online or over the phone (i.e., accept cashless no touch methods of payment).
- Establish a process to minimize the amount of time needed to complete the curbside transaction by:
- Pre-scheduling pick-up times
- Having customers notify you when they arrive by phone, text, or other methods
- Load the product into the car if possible, while asking the customer to remain inside their vehicles to limit contact. The identity of the driver may be verified by asking them to display it through the window of their vehicle.
- Ensure employees sanitize hands and surfaces in between each customer interaction.
- Advise customers not to use their own containers, reusable bags, or boxes.
- Ensure customers and staff know to stay home if they are sick.
- Provide training to employees on effective hand hygiene practices and if required, the proper way to put on and remove PPE such as masks, face shields, gowns, and gloves.
- Customers are NOT permitted to enter your store to select goods, try on or sample goods, or return or exchange goods.
- Curbside pick-up does not include sidewalk sales or other displays of goods for sale on the sidewalk at this time.
- Post signage near entrances and parking area that clearly communicate procedures for physical distancing and what customers should do and if possible, have someone in place to direct customers.
- Set up queue lines at entrances (e.g., using cones or ropes) and ensure that pedestrians are still able to safely use the sidewalk.
- Maintaining a minimum pedestrian clearway of 2.1 metres is essential to ensuring that all pedestrians can move safely along an unobstructed sidewalk, especially those using mobility devices, strollers, or other similar apparatus. In order to ensure room is available for passengers to ensure physical distancing from those waiting in line, consider the following:
- Use private property (i.e., parking lots) to queue customers wherever possible.
- If public sidewalks must be used, do not allow customers to block the pedestrian clearway.
- Consider spacing customers in the furnishing zone of the sidewalk (i.e. between trees, bike rings, benches) and actively monitor your line-up to ensure a pedestrian clearway of 2.1 metres is maintained at all times.
- Displaying “Stand Here” signage or placing markers (e.g., tape or cones) every two metres can serve as distance cue reminders.
- For in-person payments, have cashiers step back from customers if the card reader cannot be relocated two metres away from the cashier or if a physical barrier cannot be installed.
- If the queue outside your store gets too long to manage, consider ways to have customers queue up digitally and leave their contact information.
- ✖ Do NOT offer sales or promotions designed to attract big crowds. Ensure that you adhere to other relevant public health guidance.
- Ensure delivery drivers are not reporting to work when sick. Use the Workplace Screening Tools available on the WECHU website.
- Increase the frequency and cleaning and disinfecting of the delivery vehicle, focusing on high touch points such as door handles, shifters, steering wheels, and controls.
- Note that wearing gloves does not replace proper hand hygiene.
- Make arrangements to drop off the products at the customer’s home and avoid having direct in-person interaction with the person receiving the delivery.
- Avoid close contact with customers during the delivery process by arranging for pre-payment on the phone or online.
Windsor-Essex County Health Unit
Local Pandemic Status webpage