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COVID-19 Updates: How we're helping

Keeping you and our employees safe, informed and financially healthy

We're here for you and our communities


During this uncertain time, the well-being of our members, clients and communities is our top priority. We continue to do everything we can to ensure everyone's health and safety. 

As an essential service provider, Coastal Community is here to help you meet your financial and insurance needs. We will do this by continuing to follow the most up-to-date requirements and guidance to ensure safe operations and reduce the risk of transmission of COVID-19. 

Here are some of the things we are doing to help you with the services you need, while keeping our work environment safe for our employees and other members and clients.  

  • Limiting public access to our physical locations (with the exception of our ATMs and ITMs). Please see below for latest on our changes to location hours and availability 
  • Providing service through alternate channels like WebChat and our Relationship Centre (1-888-741-1010)
  • Requesting members use alternate channels such as online, mobile and telephone banking, all available 24/7
  • Financial relief program could include deferral of payments on personal or business mortgages and loans for up to six months
  • Continuing to apply heightened cleaning procedures at all locations
  • Acting on the most up-to-date health and hygiene-related best practices for all employees, including social distancing
  • Requiring employees to stay home if they are sick or have any symptoms
  • Ongoing and regular monitoring, evaluation and action

While we continue to serve you in this rapidly changing environment, please note we may adjust our service delivery without notice. Thank you for your understanding.


How to bank while social distancing

 


Online & Mobile banking

Deposit cheques, monitor your accounts, pay bills and send Interac e-Transfers


Ways to bank during cold & flu season >

 


Phone Appointments

Need more help? Talk to one of our experts to find solutions


Book an appointment >

 


ATMs and ITMS

Do your banking and even talk to us through our ITMs


ATM/ITM locations >

COASTAL COMMUNITY RELATIONSHIP CENTRE

Here to help in these challenging times

Call, chat or email with one of our representatives (Monday to Friday 8am-7pm and Saturdays 8:30am-4pm)

 1.888.741.1010

 Chat online now

 info@cccu.ca

Support measures for our members & clients

 
Learn what help is available from Coastal Community and other agencies at all levels of our communities

​​

Learn about our Financial Relief program

We'll help you find a solution for your financial pressures on a case by case basis.

 
 Apply for COVID-19 deferral request >

​​

Information on the Canadian Emergency Business Account

Learn how you can receive important information once it becomes available. 

 
 Receive information once the CEBA is available > 

​​

Find out what's changed about RRIFs

To  help seniors with RRIFs, there have been changes to minimum withdrawal amounts.

 
Speak to an expert to learn more >

Changes to Location Hours & Availability

 
As we continue to provide essential financial and insurance services, we may need to make changes to our service delivery without notice. We appreciate your understanding.

Please note:

‘Currently No Public Access’ below means there is no access by members or clients inside the location, other than ATMs. 

‘Limited Public Access’ below means we are limiting public access inside the location to situations where a transaction cannot be conducted through alternate channels, such as our Relationship Centre by phone or Webchat, online banking through our website or mobile app, and ATMs . As identified below, at some locations, we may provide access for needs that are more complex or urgent.  

LOCATION

BRANCH HOURS

INSURANCE HOURS

CHEMAINUS

Limited Public Access
Member Support from:
10am-4pm | Monday-Friday

DUNCAN

Limited Public Access
Member Support from:
10am-4pm | Monday-Friday

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

VICTORIA - EAGLE CREEK

Limited Public Access
Member Support from:
10am-4pm | Monday-Friday

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

VICTORIA - FORT STREET

Currently No Public Access
Member Support via Relationship Centre:
1-888-741-1010 | WebChat

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

VICTORIA - GOLDSTREAM

Limited Public Access
Member Support from:
10am-4pm | Monday-Friday

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

NANAIMO - BOWEN ROAD

Limited Public Access
Member Support from:
10am-4pm | Monday-Friday

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

GABRIOLA ISLAND

Limited Public Access
Member Support from:
10am-4pm | Tuesday-Friday

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

NANAIMO - HAMMOND BAY

Limited Public Access
Member Support from:
10am-4pm | Monday-Friday

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

NANAIMO - HARBOURFRONT

Currently No Public Access
Member Support from Relationship Centre:
1-888-741-1010 | WebChat

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

NANAIMO - SOUTHGATE

Limited Public Access
Member Support from:
10am-4pm | Monday-Friday

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

NANOOSE

Limited Public Access
Member Support from:
10am-4pm | Tuesday-Friday

PARKSVILLE

Limited Public Access
Member Support from:
10am-4pm | Monday-Friday

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

PORT ALBERNI

Limited Public Access
Member Support from:
10am-4pm | Monday-Friday

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

QUALICUM

Currently No Public Access
Member Support from Relationship Centre:
1-888-741-1010 | WebChat

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

TOFINO

Currently No Public Access
Member Support from Relationship Centre:
1-888-741-1010 | WebChat

UCLUELET

Limited Public Access
Member Support from:
10am-4pm | Tuesday-Friday

COMOX

Currently No Public Access
Member Support from Relationship Centre:
1-888-741-1010 | WebChat

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

COURTENAY - FOURTH STREET

Limited Public Access
Member Support from:
10am-4pm | Monday-Friday

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

COURTENAY - RYAN ROAD

Limited Public Access
Member Support from:
10am-4pm | Tuesday-Friday

CAMPBELL RIVER - DISCOVERY HARBOUR

Limited Public Access
Member Support from:
10am-4pm | Monday-Friday

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

CAMPBELL RIVER - WILLOW POINT 

Currently No Public Access
Member Support from Relationship Centre:
1-888-741-1010 | WebChat

QUADRA ISLAND

Limited Public Access
Member Support from:
10am-4pm | Tuesday-Friday

PORT HARDY

Limited Public Access
Member Support from:
10am-4pm | Tuesday-Friday

PORT MCNEILL

Limited Public Access
Member Support from:
10am-4pm | Monday-Friday

Currently No Public Access
Client Support from Relationship Centre:
1-888-741-1010 | WebChat

 
Frequently Asked Questions

 
To help alleviate some of our current call volume and get you the information you’re looking for, we’ve created a Frequently Asked Questions guide, which we’ll update regularly:


Banking:


How can I bank, pay bills, transfer money, deposit cheques, view account activity and more without going into a branch?

Now, and always, you have many different ways to bank:  

  • Access Online Banking
  • Download our mobile app (for iOS and Android Devices)
  • Deposit cheques via mobile app
  • Use alternative payment options such as your Member Card debit card, Interac e-Transfer, Collabria Mastercard
  • Call our Relationship Centre at 1-888-741-1010 (Monday- Friday 8am-7pm, Saturday 8:30am-4pm)
  • Chat with an expert at cccu.ca/chat (Monday- Friday 8am-7pm, Saturday 8:30am-4pm)

How do I register for online banking?

Need to do some banking but can’t make it into a branch? Don’t stress — you can do most of your banking without needing to visit a branch. Deposit a cheque, pay bills, send or receive money and more — our digital banking system has you covered. If you haven’t already done so, register for online banking by visiting www.cccu.ca.

Here’s what you need to know to get started:

  1. Click ‘Log In’ at the top right corner.
  2. Find and select the Not Registered? link.
  3. Enter your Member Number. (Not sure what your Member Number is? You can find this information on your Coastal Community Credit Union monthly statement)
  4. Click Continue and follow the instructions and prompts.

Once you have been identified, you will be required to set a Personal Access Code (PAC).

You're all set! You can now access your accounts online anytime, anywhere.

We're here to help. If you’re having trouble registering for online banking, contact our Relationship Centre at 1-888-741-1010 or speak with an expert via WebChat now.


How do I find my account & banking info?

We’ve created some short and simple videos to walk you through the process. For steps on how to locate your info through your online banking (desktop) click here. For steps on how to locate your info through your mobile app click here

How do I pay a bill online?

We’ve created a short and simple video to walk you through the process. For steps on how to pay a bill through your online banking click here.


Financial Relief:


I’m a senior. Is there anything I can do to lessen the financial burden?

If you hold a RRIF, you may want to utilize the new RRIF relief option, announced by the Government of Canada on March 18th.  This involves a flexible 25% reduction of the required 2020 RRIF minimum payment to help seniors that are redeeming assets in this volatile market. 


I’m worried about making some of my payments. What can I do?

We’re here to help you with the financial pressures you are facing as result of COVID-19. Tailored to your specific situation, Coastal Community’s financial relief program could include deferral of payments on personal or business mortgages and loans for up to six months, on a case by case basis.  

If you are directly impacted by COVID-19 and facing financial challenges, set up a phone appointment to talk to one of our experts. We’ll work together to find a solution that lessens the financial impact of your challenges such as pay disruption, childcare disruption, revenue disruption for businesses, or facing illness, and allows you to meet your immediate needs. 

What financial supports do you have in place for your Collabria credit card cardholders?

  • Minimum Payment Deferrals for cardholders impacted by COVID-19. Payment deferrals can be requested on a month by month basis (for up to 6 months).
  • For Canadians stuck outside Canada and trying to get home, we can provide emergency credit limit increases to cover airfare, car rentals, food, shelter, medical supplies, medications and other expenses.
  • Increased Contactless Payments to $250 for Grocery & Convenience Stores and Pharmacies

If you are experiencing a financial hardship due to the impacts of COVID-19, please call the Collabria Contact Centre at 1-855-341-4643 and they will work with you to discuss how we may be able to help you.

I’m sick or under quarantine. What benefits am I eligible for?

On March 25th, the Government of Canada announced its newest financial measure – the Canada Emergency Response Benefit (CERB) to assist those who, among others, are sick or quarantined. Learn more about this funding here

 I’m a renter or landlord. What financial relief measures are available to me?

On March 26th the province announced relief aids that include a rent freeze, new rental supplement, and a ban on evictions. Learn more here.


Business:


I have questions about my business insurance coverage. Who should I be contacting about this?

We are here to help you navigate through these uncertain, unprecedented times. If you have questions about your policy, please email our Commercial Insurance team directly at commercialinsurance@cccu.ca



General:


I have questions about travel insurance through my Collabria credit card. What should I do?

If you have questions relating to your travel insurance, Collabria, our credit card provider, has provided this update to all Collabria credit card holders:

Our credit card travel insurance provider, Desjardins Financial Security Life Assurance Company (DFS), is advising our cardholders to take note of the recent Government of Canada Travel Global Travel Advisory with regards to travel until further notice. 

Cardholders are advised to refer to the DFS website where Frequently Asked Questions (FAQs) relating to the evolving situation and card insurance coverages are continuously updated. For further information, please visit: collabriafinancial.ca or call our Cardholder Services Contact Centre at: 1.855.341.4643.


Do I still have to file taxes by April 30th?

No, to ensure households have more money available to them during this challenging time, the federal government has extended the tax filing deadline to June 1st. You can read more about this and other relief measures in this March 18th federal update. You can also keep up to date by checking the Government of Canada’s updates page on the COVID-19 outbreak

Connect with Coastal Community


We're here for you.