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Our Response to Customers about COVID-19

We have been closely monitoring the rapidly changing situation around COVID-19, reacting to new information as it arises and preparing for all possible scenarios.  We are doing everything possible to support our stakeholders and keep them safe.  Operating for over 40 years in Canada, the well-being of our property staff and customers has always been our top priority.

Going forward until further notice, we will operate under new guidelines based on the mandates that have been passed down by our governments.

Operations in Ontario, Quebec and Alberta

Although we provide an important service to our customers, we are not currently identified as an essential business.  Our facilities in Quebec, Ontario and Alberta will be closed to the public, and for new business, effective immediately and until April 13, 2020 or otherwise mandated.

EMERGENCY ACCESS: EXISTING CUSTOMERS

Although we provide an important service to our customers, we are not currently identified as a direct essential business.  Although we will have staff on site, our facilities in Quebec, Ontario and Alberta will be closed to the public except to assist as noted below.  This is effective immediately and will continue until April 13, 2020 or otherwise mandated.

EMERGENCY RENTAL: NEW CUSTOMERS

We are aware that some of our existing customers may be currently storing goods on our premises as part of an essential business or essential service.  These tenants may access the premises by utilizing the self-service keypad at the facility gate or entry point, and access their space utilizing their own keys, during posted access hours.

Existing customers that are not considered part of an essential service or essential business, may only access the premises to retrieve goods within their rented space in the event of an actual emergency situation.  These tenants may access the premises by utilizing the self-service keypad at the facility gate or entry point, and access their space utilizing their own keys, during posted access hours.

Please review other guidelines under Limiting Exposure and Spread of COVID-19 that are being reinforced.

Operations in British Columbia

Due to the province’s declared state of emergency, our facilities will remain open to the general public, but will operate under an Emergency Protocol and modified processes.

Please review other guidelines under Limiting Exposure and Spread of COVID-19 that are being reinforced.

Our Commitment to Limiting the Exposure and Spread of COVID-19

The following guidelines are in effect and are subject to change.

  • All Retail Office doors will remain locked. We ask that customers wait outside, at a social distance until a staff member can assist you
  • Gates and access points to storage lockers
    1. In BC: access will remain unrestricted from 5am-10pm
    2. In Ontario, Quebec and Alberta: access will remain unrestricted from 5am-10pm but only for emergency purposes.
  • Maximum two (2) persons able to access a unit on the premises at one time.
  • All customers will be restricted to one (1) hour on site at a time. Loitering or conducting business from spaces will not be permitted and this will be strictly enforced
  • Access to the retail office will be limited to one (1) customer at any time.
  • All persons must always maintain social distancing of 2 meters (6.5 feet).
  • No cash payment will be accepted at any time. We are encouraging all customers to utilize online payment or our Automatic Payment Plan
    1. For BC and Alberta credit and debit are accepted
    2. For Ontario and Quebec, other than emergency customers, payments will be accepted online or by phone only.
  • All Merchandise Sales are final and no exchanges will be accepted.
  • We are observing a policy that prohibits hand shaking as well as pen-sharing. We will be happy to provide you with your own pen and a smile or wave.
  • Our staff have increased the frequency of cleanings daily, especially in high traffic areas, on a priority basis. We continue to communicate best practices coming from authoritative sources on how to manage COVID-19.
  • Public Storage still reserves the right to refuse entry and not serve individuals exhibiting any form of illness or COVID-19 symptoms.

Customers with any concerns about their accounts or general questions can speak with a representative by contacting the property directly, or through our National Call Center at 1.877.777.8672. Public Storage takes great pride in promoting a safe working environment for its staff and valued customers.  We thank you in advance for your patience, understanding and co-operation during this time.

On behalf of Public Storage, Troy McLellan, President and CEO

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