COVID-19 Updates


Dear Member,

We hope you and your loved ones are safe and well. 

Over the past couple of weeks, you may have received many messages from businesses and community organizations who, like us, want to keep you safe while continuing to serve your needs. While your inbox may be growing with COVID-19 related messages, it is very important that you stop and read messages from Alterna. As an essential service provider, we take communicating and supporting you through it all very seriously and we are taking additional measures to make our branches safe and flatten the curve.

Important Information:

  • We are enforcing social (physical) distancing at all locations.
  • Urgent banking needs that can only be completed in-person will be prioritized.
  • Do not visit the branch for day-to-day banking services.
  • Our branch hours have changed. Before visiting a branch, see our branch locator online or call the branch ahead of your visit.
  • You will be asked to complete a self-assessment before entering a branch and may be denied access based on the results.

How to bank from home

Most everyday banking activities can be completed online or by using our mobile device app and telephone banking services. Use these services to:

  • Check balances
  • Pay bills
  • Transfer funds between accounts
  • Send money (mobile and online only)
  • Deposit cheques (mobile only)
  • Find the nearest Alterna or Exchange Network ATM (mobile and online only).

You can download the mobile app through Apple App Store or Google Play.

Online banking can be accessed at www.alterna.ca and you can find online and mobile banking information here.

Extended Contact Centre hours and telephone appointments
In addition to our remote banking tools, we’ve extended our Contact Centre hours and services and are now open 7 days a week. You may now call us seven days a week and book telephone appointments with one of our bankers. Call our Contact Centre at 1-877-560-0100.

  • Monday – Friday: 8:00 am – 6:00 pm
  • Saturday & Sunday: 9:30 am – 4:00 pm

Here for you

During these challenging times, we are here to offer advice and provide support. We will also not be increasing our service fees as we announced before the outbreak.

If you need financial assistance, please call your branch or the Contact Centre to book a telephone appointment.

As you know, this situation continues to change quickly. At Alterna, we remain committed to keeping you informed about changes to our services which may affect you and your family.


For information about banking services, financial relief and new government programs, please continue to regularly refer back to 
www.alterna.ca/COVID-19 on our Facebook, Twitter, and Instagram social media channels.

During this challenging time, we're working hard to support you, our employees and our communities.

We will get through this together.

Rob Paterson
Alterna Savings President and CEO

Fridayday, March 20, 2020: COVID-19 update from CEO, Rob Paterson Expand/Collapse


Dear Member,

In recent days, our government and health officials have emphasized the measures needed to flatten the COVID-19 curve. As the situation evolves, we continue to serve our members while keeping them and our employees safe during this rapidly changing outbreak. As a result, we are making the following changes to our branch hours.

Beginning today, March 20th, branch hours will be:

  • Monday – Friday from 10:00 am – 3:00 pm.
  • Saturday from 10:00 am – 1:00 pm.

We have also closed our York branch due to the closure of buildings on the York University campus, where it is located.

In the event of any other branch closures or branch hour changes we will:

  • Update our website. Reference alterna.ca/COVID-19,
  • Place a notice on the branch door,
  • Update our branch voicemail message.

As always, you can also find the next closest branch here.

Telephone appointments may also be available. Contact your branch or the Contact Center at 1-877-560-0100 to schedule.

To help limit the spread of COVID-19 and protect our members and staff you can help by following the advice of our government and health officials and self-isolating and entering into self-quarantine if you are recently returned from out-of-country travel or have any cold and flu symptoms. Please follow the below directives.

  • Do not visit the branch if you have cold or flu symptoms
  • Do not visit the branch if you are within 14 days of returning from out-of-country (including the United States).
  • Out of respect for others, visit the branch for essential banking only
  • If you need to withdraw cash, find the closest ABM here.
  • Use mobile, online and telephone banking wherever possible to:
    • Check balances
    • Pay bills
    • Send money (mobile and online only)
    • Transfer funds between accounts
    • Deposit cheques (mobile only)
    • Find the nearest Alterna or Exchange Network ABM (mobile and online only).

By following these directives, you will be choosing to protect yourself, our staff, and vulnerable people in our communities.

We encourage you to do your part while we do ours to balance your needs for banking services with the needs of our staff for a safe and healthy work environment.

As the situation is fluid and fast-changing, we will continue to monitor the events, reach out to you by email, and post all updates at www.alterna.ca/COVID-19 on our Facebook, Twitter, and Instagram social media channels.

During this challenging time, we're working hard to support you, our employees and our communities.

We will get through this together.

Rob Paterson
Alterna Savings President and CEO


Tuesday, March 17, 2020: COVID-19 update from CEO, Rob Paterson Expand/Collapse



The evolving outbreak of COVID-19 is shaping up to be a challenging time for many of us. As an essential service, financial institutions like Alterna are in a position to continue to serve our members through the outbreak, while also naturally wanting to limit exposure to the virus and protect families. 

The Federal Government has asked Canadian citizens to make choices that can help the people around us. As a caring company, we have always chosen to help and protect those that bank with us, our staff, and our communities – and continue to do so through this fast-moving outbreak. 

Here for you
In addition to the support that is being provided by our government, we recognize that some of you, for personal and/or business reasons, will need additional assistance to help get through this extraordinary time. Please call your branch to discuss options to help with your cash flow over the short term and to review your payment obligations. 

We are open for business, but visit us for urgent or essential reasons only
We are working hard to serve you while following the guidance of our public health officials and are taking all the recommended precautions. And while we are doing our part to maximize our ability to disinfect our branches and ABM’s multiple times a day so that you and our staff can have a healthy and safe environment – you must also do your part.

Do not visit the branch if you have cold or flu symptoms 
If you are experiencing cold or flu symptoms including aches and pains, sneezing, coughing, shortness of breath, use online, mobile, or telephone banking to complete your day-to-day banking needs. This choice will help keep our staff and vulnerable people in our communities safe.

Supporting our staff
In addition to allowing many of our people to work from home where feasible, we are ensuring that staff receive their full pay and benefits during this time. No one should suffer financial loss as a result of the actions we take to keep our communities safe. 

During this challenging time, we're working hard to support you, our employees and our communities.

We are in this together.

Rob Paterson
Alterna Savings President and CEO


Friday, March 13, 2020: We're here to help during COVID-19 from Rob Paterson Expand/Collapse


At Alterna Savings, it is our role and responsibility during this time to prioritize the health and financial well-being of our members and to heed the advice of our local health officials and government leaders as they work to contain the COVID-19 virus. Guided by our Mission and Values, including the credit union principle Concern for Community, we are making every effort to protect you and our staff.

I am reaching out to you personally to provide an update on what steps we have taken to help prevent the spread of the virus and how we are protecting the well-being of our members, employees, and the community at large.

In our branches, we’ve increased our cleaning services and offer hand sanitizer, disinfectant wipes, and are regularly cleaning ABM machines. Staff are also taking additional personal precautions with more frequent handwashing and avoiding handshaking. 
 
We are here to help you during these exceptional times and are operating as usual. Our branches are open and all of our services are available.

Some of you have asked about banking from home. For your convenience, we have the following available to you from anywhere, at anytime.

  • Online banking
  • Mobile banking
  • Telephone Banking
These services allow you to:
  • Check balances
  • Pay bills
  • Send money (mobile and online only)
  • Transfer funds between accounts
  • Deposit cheques (mobile only)
  • Find the nearest Alterna or Exchange Network ABM (mobile and online only)

As the situation evolves, we will continue to support your banking needs. Keep up to date by visiting www.alterna.ca and our Facebook, Twitter, and Instagram social channels. You can also call our Contact Centre for updates at 1-877-560-0100.

Should we need to contact you, I also encourage you to update your personal contact information by calling our Contact Centre at 1-877-560-0100 or by sending an email to getintouch@alterna.ca.

The health and safety of our community are essential. When you visit, be assured that we are doing everything possible to protect you. And through this all, we are here to help if you need us.

Rob Paterson
Alterna Savings, President and CEO