Back  / Apr 02, 2020

COVID-19 Update

Thanks so much to all our members who have reached out to express appreciation for Kindred’s response to the COVID-19 crisis. We continue to work diligently to address your immediate banking needs, as well as the issues that impact your overall financial well-being.

Kindred is here to serve you especially in these uncertain times. While the Ontario government has declared a state of emergency, we want you to know that as a financial cooperative, Kindred has been designated as an essential service. We’ll continue to offer solutions for you to conduct your banking in alternate ways while at the same time protecting your health and safety, and that of our staff members and our community.

As the COVID-19 outbreak continues to develop, our thoughts and prayers go out to those directly affected by the virus and their families. We also express a deep sense of gratitude to healthcare and other essential service workers on the frontline of this pandemic who continue to care for our communities and show all of us what heroes look like.

We’re committed to moving forward during this challenging time with thoughtful consideration towards our members, communities, and staff. Although we don’t know how this situation will develop in the coming days and weeks, you can rest assured that we’ll communicate with you frequently and transparently and continue to serve you to the best of our ability. Thank you for your trust, loyalty, and continued support for your community.

Please take care of yourselves and your families. We pray that you’ll find ways to stay connected and support each other with the kindness and grace you’ve afforded all of us at Kindred.

With appreciation,

Ian Thomas
Chief Executive Officer


Call Before You Visit

We’d love to hear from you and we’re asking members to please call us before visiting a branch. You can call your local branch or our Member Support team at 1.855.772.5808 and we’ll determine how best to help you with your banking needs without you even needing to come into the branch. A phone conversation will help us all do our part to protect each other.

Reduced branch hours and closures (updated: 04/02/2020)

Member Service Hours Monday to Friday:
Phone or email – 9 a.m. to 5 p.m.
Essential in-person service – 10 a.m. to 3 p.m.
Kitchener Branch Temporarily Closed to in-person service

For the health and safety of our staff members, our members, and our community, we’ve reduced our in-branch hours. Staff members at all our branches, including our Lending and Investment teams and Member Services Representatives, continue to be available by phone and email to serve your banking needs. Again, we ask that you only visit a branch for urgent or essential reasons after calling us.

TIP: An ATM and Drop Box are available at each location. Please review our Remote Ways to Bank to learn about the variety of service options available to you. 

What to expect when you visit

We ask that you only visit a branch for urgent or essential reasons. A Kindred greeter will meet you at the door to review a brief health and safety questionnaire prior to serving you in person. We’re also employing heightened cleaning protocols and social distancing practices to ensure that our branches continue to be a safe and healthy environment. We’ve recently reduced the number of MSR stations (“wickets”) available and installed Plexiglas shields at these stations to protect staff members and members while they conduct essential or urgent transactions.

If you have travelled outside of Canada and fall under the public health criteria for self-isolation, or if you’re exhibiting symptoms of COVID-19, please don’t enter a branch location. We all need to do our part to protect each other.


Remote Ways To Bank

If you’re not yet set up with our remote banking alternatives, now is a great time to do so. This will ensure you’re able to continue banking with us, even if you’re not able to visit us in person or in the event of additional branch closures. You can access your accounts in many ways.




You can obtain cash and deposit cheques at one of our ATMs 24 hours a day, or access thousands of surcharge-free ATMs across Canada via THE EXCHANGE® Network. Our ATM locator is found here.

Drop box (night deposit)

Drop Box (Night Deposit)

Drop Box (Night Deposit)

Our Drop Box isn’t just for night owls! All of our branches have a Drop Box, much like a library book deposit. The Drop Box is available 24/7 and you can use it to deposit cash and cheques, as well as transfer slips, signed documents, and information for our Investment or Lending staff members. Simply place your deposit in an envelope and include a note with your name, member number, and the account you’d like your funds deposited into; ensure the envelope is sealed; and drop it in the depository.

During business hours, the drop box will be checked a number of times each day and items will be processed without delay. Items placed after business hours will be processed first thing the following business day.

Mobile app – including Deposit Anywhere™

Mobile App

Mobile App

The Kindred Mobile App is available on iPhone and Android devices. With a host of convenient features, it’s a fast and secure way to handle everyday banking wherever and whenever it suits you. Get the iPhone App. Get the Android App. If you’re not sure how to start or you need to obtain your login details, please call Member Support at 1.855.772.5808.

TIP: If you have a cheque to deposit, with Deposit Anywhere™ you can quickly and securely deposit it with your smartphone or tablet, from anywhere, day or night.

Online and phone banking

Online and Phone Banking

Online and Phone Banking

To sign in to Online Banking, visit and look for the box in the top right corner of your screen. In the first field, directly after the pre-populated 8 digits (63022828), enter the last 8 digits of your Access Card (not MemberCard/debit card) number. Do not include any spaces or hyphens. Then, in the Access Code (PAC) field, enter your PAC (PAC is simply another name for ‘password’). See full instructions for setting up Online Banking.

Phone Banking can be accessed by calling 1.844.320.5380.

If you’re not sure how to start or you need to obtain your login details, please call Member Support at 1.855.772.5808.

TIP: Get your benefit payments and tax refunds faster! Sign up for CRA direct deposit. A fast, convenient, and secure way to get your CRA payments directly into your account.

Over the phone

Over the Phone

Over the Phone

Many of the transactions you typically make in person can be done over the phone. Staff members at all our branches, including our Lending and Investment teams and Member Services Representatives, continue to be available by phone and email to serve your banking needs. Call your branch or our Member Support team at 1.855.772.5808 to check balances, order cheques, transfer between accounts, renew a GIC, or ask questions about your accounts.


Caring for Members, Staff, and the Community

How we’re supporting our members

We’re offering temporary financial relief to personal and business members

The COVID-19 outbreak is disrupting people’s lives and incomes in a very real and immediate way. Since our credit union was founded in 1964, Kindred has been putting mutual aid into faithful practice by walking alongside our members, and now, we want to do what we can to help you through this difficult time. One of the ways we’re doing this is by offering temporary financial relief to personal and business members.

What does financial relief include? Kindred’s temporary financial relief provides options for loan or mortgage payment deferrals. Individuals may qualify for this relief should they experience pay disruption or job loss, a drop in income due to childcare obligations connected to school closures, or COVID-19 personal illness not covered by short-term disability insurance. In addition, businesses may qualify if they’ve had to temporarily close their operations or are experiencing a cash flow disruption due to a drop in sales.

How long will it take? In many cases, a solution will be determined after a simple phone call. However, some personal and business members may require a slightly longer review. We ask for your understanding as we work to support members while ensuring your credit union continues to prudently manage risk.

Will inquiring about or requesting temporary relief impact my credit score? No, we have designed this relief measure to benefit members and there are no implications for your credit rating.

My mortgage is quite new—will I be eligible? It doesn’t matter how long you’ve had your mortgage or loan; we’ll work with you to determine a personalized solution.

Our process to get you temporary financial relief is simple, clear, and personalized to you and / or your business. We’ll need to ask you a few questions to understand your situation so that we can recommend the right solution, and then we can put things in place for you. We encourage you to contact your local branch to speak with your Personal Lending Specialist or Account Manager to discuss your individual situation.

How we’re supporting our staff

In addition to employing various health and safety measures, including working from home where feasible, we’re ensuring that every team member continues to be cared for and receives the support needed to make the right choices for their health and the wellbeing of those around them.

How we’re supporting our community (updated: 04/02/2020)

Kindred’s 1-year Crisis Care GIC

Kindred’s heart for mutual aid and walking with members through challenging times beats as strong as ever through the adversity of the COVID-19 pandemic. We’re connecting with personal and business members each day to provide solutions to each unique circumstance. We’re also reaching out on a regular basis to local organizations to understand their needs as they do all they can to support our communities.

In the midst of this crisis, we’ve been working to find new ways to support our members and community, and to find opportunities for them to help one another in this time of need. To connect us all in helping those who need us most right now, Kindred will soon be launching the 1-year Crisis Care GIC. Read our full announcement here.

We’re Supporting Local Businesses and Community Organizations

This is a challenging and uncertain time for many of us and that includes our local business owners. Here at Kindred, we’re doing our part to support them by offering financial support, while also purchasing goods, services, and gift cards to use in the future.

All of our 2020 funding commitments to community organizations have been designated unrestricted. This applies to organizations who have already accessed their funds and those who haven’t. These funds can be used for whatever the organization deems essential: operational costs, staff salaries, etc. We trust that our partners know what they need to best serve our community. We hope increased stability and flexibility will allow these organizations to continue to do what they do best.

Where can you offer financial support? (updated: 04/02/2020)

The impacts of workplace and school shutdowns, self-isolating, and health issues affect many of our neighbours, and especially those most vulnerable within our community. In each branch community, we encourage those, who are able, to consider supporting organizations in our communities who are providing immediate and necessary support.

Region of Waterloo





  • The Bridge is a Resource Centre that provides supports for youth ages 14 to 24. Housing supports are provided in partnership with ACCESS County Community Support Services are also located at the Centre. Donations are accepted to provide access to critical supplies.
  • The Salvation Army Food Bank provides emergency food assistance in Leamington. As part of the Windsor-Essex County Food Bank Association, you can donate here.

New Hamburg

Perth County (Milverton)

Resources for individuals (updated: 04/02/2020)

COVID-19 Support and Resources for individuals:

Canada Emergency Response Benefit – Canada’s COVID-19 Economic Response Plan includes the Emergency Response Benefit. This benefit will provide $2000 a month for the next four months to employees who lose their income due to COVID-19. The application will be available soon, and compensation will be received within 14 day. This benefit replaces the previously announced Emergency Care Benefit and the Emergency Support Benefit.

Changes to the Employment Standards Act – The Employment Standards Act, 2000 was recently amended to include an unpaid, job-protected infectious disease emergency leave. This leave is available to employees who are not performing the duties of their position for certain reasons related to COVID-19.

Collabria Credit Card Services – If you have a Kindred Collabria credit card, you may benefit from minimum payment deferrals, emergency credit limit increases if you are stuck outside Canada, and increased contactless payments for grocery, convenience stores and pharmacies. Call 1-877-341-4643 for more details.

COVID-19: Eviction Bans and Suspensions to Support Renters

Deferred Tax Filing Deadline for Individuals – The Canadian Revenue Agency has deferred tax payments from individuals until June 1, 2020 and allowed all taxpayers to defer, until after August 31, 2020, the payment of any income tax amounts that become owing on or after March 18 and before September 2020.

EI Sickness Benefit Changes – The usual waiting period for EI benefits has been eliminated for those who are unable to work due to a COVID-19 quarantine or recommended self isolation. Program and application information is available here.

Enhanced Canada Child Benefits – A proposed increase of $300 per child with the May 2020 Goods and Services Tax Credit (GSTC).

Ontario Benefits – The Ontario government will offer one-time payments to parents of children who are affected by school and daycare closures. These payments will be $200 per child up to the age of 12, or $250 if the child is considered to have special needs. Low-income seniors will also see increases in their usual payments from the province for six months, some families will be newly eligible to receive support paying hydro bills, and access to the Ontario Works income support program will be expanded as well.

Ontario Human Rights Commission and COVID-19 – Learn about your employment and tenant rights.

Ontario’s Emergency Assistance Program

Work Share Programs – This program allows for employees to apply for Employment Insurance (EI) benefits when experiencing reduced hours due to shared work among employees. The program has been enhanced to eliminate the waiting period for benefits and allow for up to 76 weeks of support. Program details and application forms can be found through here.

Wellbeing Resources:

Community Justice Initiatives is offering free, virtual conflict coaching. Contact for more information.

Lutherwood, a not-for-profit health and social service organization that strengthens people’s lives by providing mental health, employment and housing services, is offering strategies for coping with COVID-19.  

The Ripple Effect Education, a partner with the Kindred Credit Union Centre for Peace Advancement offers Conflict Resolution tips to consider during this time of self-isolation.

Government Health Resources:

Public Health Ontario (COVID-19)
COVID-19: Ontario Self Assessment Tool
Government of Canada – coronavirus disease (COVID-19)
World Health Organization – coronavirus

Where can you access food assistance?

Region of Waterloo:

  • The Region of Waterloo has regular Community Support updates, including: food assistance, open spaces for vulnerable community members, emergency shelters and emergency childcare.
  • Food4Kids Waterloo Region provides packages of healthy food for kids aged 14 years and under, with limited or no access to food when schools are closed. 
  • Monica Place provides a list of crisis contacts to support young women who are pregnant, parenting, or placing for adoption.
  • Nutrition for Learning offers universal access student nutrition programs in 140 schools in Waterloo Region from Elmira to Cambridge. They are running pop up snack locations throughout the region.
  • The Food Bank of Waterloo Region has provided this resource that outlines how to receive food support during COVID-19 across the region.
  • Wilmot Family Resource Centre is providing pre-packaged food hampers Monday to Friday 9:00am to 4:30pm. Please call 519.662.2731 in advance. They are also able to provide resources for who to contact to file Employment Insurance (EI) or apply for any government funding being offered during the COVID-19 crisis.
  • Woolwich Community Services provides emergency food assistance and community support. See website for detailed information on accessing food supports.


  • Corner Cupboard Food Bank provides emergency food assistance in Aylmer and surrounding area. Hours are Tuesday 9:00 a.m. to 12:00 p.m. and 3:00 p.m. to 5:00 p.m.


Mount Forest:

  • Community Pantry provides emergency food assistance to Minto, Southgate, Wellington North, and West Grey. Call 519.323.9218.

Perth County (Milverton)

  • Loaves and Fishes Food Bank provides emergency food access for residents of Milverton, Ellice, and Mornington Wards. Contact 519.595.8762.
  • It Takes a Village is supporting those in Listowel and surrounding area to meet their basic needs. Check here for updates on hours.
  • The Local Community Food Centre serves low-income communities in Stratford and three surrounding counties.
  • Salvation Army Food Bank in Listowel is open Wednesday & Thursday from 10:00 a.m. to 12:00 p.m. and 1:00 p.m. to 3:00 p.m. They are asking individuals looking for assistance to call, text or email their office. They will pre-pack a hamper based on family size and it will be available for pick up from the waiting area at the pre-arranged time. Call, text, or email: 226.622.4719, or

This is not a comprehensive list of supports available within our branch communities and is being updated as new information is shared with us. Please contact Amy Zavitz if you have information to share with our networks.

Resources for businesses (updated: 04/02/2020)

COVID-19 Support and Resources for Business Members:

Business Credit Availability Program Business Development Canada (BDC) and Export Development Canada (EDC) have been given funding by the Government of Canada to support businesses with financing and credit insurance solutions.

Canadian Chamber of Commerce Preparedness Guide – Includes an action plan, things to consider, and important questions to address.

Canadian Federation of Independent Business (CFIB) Resource Page – The CFIB Resource Page has a list of FAQs, resources, and templates for business owners such as policy templates for notices to visitors, emergency preparedness, and sick policies.

Deferred Tax Payments – The Canadian Revenue Agency has deferred tax payments from businesses until August 31, 2020.

Government of Canada Support for Businesses – The Government of Canada has launched a resource page for businesses that summarizes the support available for employers, employees, mandates regarding business travel, and further support details for international business.

Ontario’s Action Plan – From support for business to improve cash flow to deferred WSIB payments, the province is working with its partners to provide Ontarians with financial relief and resources.

Regional Development Agency Support – Tourism operators, small businesses, and organizations may be able to access funding through their regional development agency.

Wage Subsidy – To help businesses keep workers on the payroll, a wage subsidy of up to 75% is available for qualifying businesses retroactive to March 15, 2020 (for up to 3 months). This is available to businesses that have had a minimum 30% drop in revenue due to COVID-19. Non-profit organizations and charities are included.

Resources for organizations (updated: 04/02/2020)

COVID-19 Support and Resources for Charities and Nonprofits:

Imagine Canada: COVID-19 Resources for Canadian Fundraisers – This is an evolving and comprehensive list of articles, resources, upcoming digital events, and guides to assist fundraisers during the COVID-19 outbreak.

Imagine Canada: Federal government Covid-19 measures – implications for sector organizations – This is a live document that will be regularly updated as the federal government announces new measures that will impact the charitable and nonprofit sector.

Imagine Canada: Managing through and building resilience during the outbreak – A hub of updates and resources for the Canadian charitable and nonprofit sector.

Leadership Waterloo Region: Non-Profit Leadership Series – As a part of their response to COVID-19, Leadership Waterloo Region is working with local leadership facilitators to offer a series of free learning sessions to target the “hot topics” that local non-profit leaders are facing.

Ontario Nonprofit Network: Resources to help nonprofits adapt and respond to COVID-19 – Links to webinars, resources and updates that affect the Ontario nonprofit sector.

Tamarack Institute: Community Building Webinars – Tamarack is hosting weekly, free webinars featuring the latest ideas and thought-leaders from the field of community change.

United Way Waterloo Region Communities: COVID-19 Community Response Fund – This fund will support the work of frontline organizations that are collectively striving to ensure the most vulnerable citizens are safe and healthy.


Additional Information

Annual General Meeting (AGM) (updated: 04/02/2020)

Given the current COVID-19 situation, and based on the federal and provincial government restrictions on public gatherings, Kindred will not be asking members to gather in person for our 56th Annual General Meeting.

When: Tuesday, April 14, 2020 
Time: 4:00 p.m. (PLEASE NOTE NEW TIME)
Where: online meeting
 via a Zoom conference
This meeting will be abbreviated and cover only the required business, with an expected duration of 45 to 60 minutes. 

See the full announcement with registration link here.

Cheque orders delayed

Our cheque production partner, Davis & Henderson, is experiencing technical difficulties that are delaying new cheque orders. We apologize for any inconvenience this has caused and will update you as soon as more information is available.

Protect yourself from fraud (updated: 04/02/2020)

Cybercriminals have been using the uncertainty surrounding the COVID-19 pandemic to launch phishing attacks and various other scams. As the public continues to seek information on the disease, cybercriminals are increasingly trying to exploit people’s concerns with targeted attacks. Please remain vigilant to these scams.

In addition to phone scams and those distributed through emails and texts, fraudsters are also creating malicious websites. Once you click on one of these internet addresses, the website will install malware on your device.

Since the pandemic emerged, it’s estimated that 50% of the coronavirus-themed domain registrations are likely from malicious actors. That means there are a lot of websites out there that can harm your computer or be used to steal your identity or your money.

Please use only trusted sources to gain information, such as mainstream media, government, and public health authorities’ websites. Pay attention to emails, texts, or even calls you’re receiving that are related to COVID-19, and never click on links.

When you call Kindred, we’ll ask you some security questions; however, neither Kindred nor any other reputable organization will ever ask you for your online passwords. Do not give your passwords, PIN numbers, or other security credentials to anyone!

Take a look at the anti-fraud information found here to learn more about the most common scams, as well as strategies for protecting your identity and avoiding becoming a victim of fraud.

Questions about your investments?

The global economy has turned very quickly in recent days; however, it’s important to remember that swings are an expected aspect of the market cycle. Once you’ve built a well-diversified portfolio that suits your goals, time horizon, and tolerance for risk, staying invested through all market conditions is a time-tested strategy for achieving investment success.

We recognize that if you’re nearing retirement, or have recently retired, you may have heightened concerns about the effects COVID-19 is having on the financial markets. We invite you to speak with us about your concerns. Please call your Financial Planner or Investment Specialist at your local branch to arrange a telephone meeting.

Here are a few helpful resources from some of our partners:

Monthly Market Insights from Aviso Wealth – Data and opinions as of March 31, 2020.

Market Updates from Fidelity Investments – Four charts showing the benefits of staying invested during the coronavirus market dip.

CI Investments Updates – With uncertainty related to the coronavirus outbreak continuing to produce volatile market conditions, CI Investments is committed to keeping you informed of the latest developments. Our portfolio management teams’ latest perspectives will appear here as the situation evolves.

Weekly Marketing Insights from Credential – The latest Weekly Market Insights for the week ending March 20, 2020.

Latest Update from NEI – This article from NEI has some great insights on how COVID-19 may be affecting your investments and what we can see to come.


What is Kindred doing to weather this crisis?

Kindred is a solid financial cooperative with a 56-year track record of prudent fiscal management. We experienced a very positive financial year in 2019, including a successful Investment Share offering where we raised $25 million in capital. Based on our health and track record, you can have full confidence in Kindred’s stability and solvency.

What is Kindred doing to ensure a safe and healthy environment for staff members and members?

With heightened cleaning protocols and social distancing practices in effect, we’re ensuring that our branches continue to be a safe and healthy environment. We’re also encouraging members to use alternate banking methods wherever possible. In addition, our Investment and Lending teams are available for telephone meetings to help members with their banking needs. 

We’re supporting our community partners in their response to this situation wherever possible, and we’re doing our part to support local businesses by offering financial support, while also purchasing goods, services, and gift cards to use in the future.

Our staff is a priority. We’re implementing various health and safety measures, including working from home where feasible, and ensuring that every team member continues to be cared for and receives the support needed to make the right choices for their health and the wellbeing of those around them.

What do I do if I have concerns around my financial situation as a result of the COVID-19 pandemic?

We understand that this situation is putting financial strain on our members and their businesses. Temporary financial relief may be available to you, which includes options such as loan and mortgage payment deferral. We encourage you to contact your local branch to speak with your Personal Lending Specialist or Account Manager to discuss your individual situation.

You may also see the resources under our Caring for Members, Staff, and the Community section for links to many government programs and agencies extending a helping hand during this difficult time. 

And learn more about our new Crisis Care GIC to find out how members and Kindred are working together to help those on the frontlines of this emergency.

Will I still be able to access my funds and/or my accounts in the event that branches have to close down?

Yes. Plans are in place to continue delivering banking services and financial advice to our members. This includes access to funds and/or accounts in the event of temporary branch closures due to the COVID-19 situation.

You can continue to do your banking through mobile, online, and telephone banking, over the phone, ATMs, and our Drop Boxes. Learn more about our Ways to Bank.

What if I don’t know how to use online banking or mobile banking?

We’re here to help! features a new step-by-step guide to help you get started with online banking. Please call Member Support at 1.855.772.5808 to obtain your login details and to learn more about our many Ways to Bank.

How can I protect myself from fraud?

We advise all of our members to be alert of suspicious activity online and on the phone. Please always remember to use safe internet and email practices. We encourage all members to review our fraud pages and the Protect Yourself From Fraud section on this page to learn more. 

Please continue to check back here or join our mailing list for ongoing COVID-19 updates.

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