Jan 05, 2022 /

COVID-19 Update

Happy New Year from your friends at Kindred! I hope and pray that you were able to find ways over the last couple of weeks to safely connect with family and friends as you celebrated the Christmas season and the beginning of a new year with hopeful hearts.

In an effort to protect our members, staff members, and communities during the rapid spread of the Omicron variant and to follow the Ontario government’s related requirements for businesses, Kindred has implemented additional protocols within our branches.

Thank you for helping us protect the health and safety of our members, staff members, and communities. We wish you a blessed year ahead!

With appreciation,

Ian Thomas
Chief Executive Officer


We Look Forward to Serving You

Member Contact Centre
Monday to Friday: 8 a.m. to 6 p.m.

Phone: 1.888.672.6728
Email: info@kindredcu.com

Aylmer, Kitchener, Leamington, Mount Forest, New Hamburg and Waterloo 
Monday to Wednesday, and Friday: 9:30 a.m. to 5 p.m.
Thursday: 9:30 a.m. to 6 p.m.

Monday to Wednesday: 9:30 a.m. to 5 p.m.
Thursday and Friday: 9:30 a.m. to 6 p.m.

Monday to Wednesday, and Friday: 9 a.m. to 5 p.m.
Thursday: 9 a.m. to 6 p.m.

Masks are required: In compliance with regional public health orders, face coverings are required in all branches. In an effort to ensure maximum protection for our staff and members, in addition to distancing and sanitation protocols, everyone entering a branch must wear a mask. We recognize that there are exceptions to the mask requirements and that these vary somewhat by region. If you have a medical exemption, please speak with your Branch Manager so we can work together for the best option to serve you well.

As a provider of banking services, Kindred is considered an essential service, therefore, vaccine passports are not required.

Member Service: With retail settings being permitted to operate at 50 per cent capacity, we have limited the number of members who can enter our branch locations at one time. This will make it much easier for members and staff members to practice social distancing and keep one another safe. To help us serve as many members who require in-branch service as we can, we ask for your assistance by bringing to a branch only those from your household who must be present in person for that service.

We also thank you in advance for your patience and understanding if in-branch service takes a little longer than usual – as the virus continues to spread through our communities, like all other retail business, we may need to operate with reduced staff member capacity.

Maintaining Safe Spaces: We continue to employ all recommended health and safety measures, including sanitizing, distancing, and face coverings, within all our branches and at head office. Members and visitors are required to self-screen before they enter, will be asked to sanitize their hands upon entry, and are required to wear a face covering when in our branches.

For most of your banking and investment needs and fastest service, we encourage you to use one of our many  convenient ways to bank from home and from a distance. Additionally, our Wealth and Investment and Lending team members are available to meet with you by phone or video / Zoom to serve you and would be happy to schedule appointments in a format you are most comfortable with. Please call before visiting a branch so that we can determine how we can best assist you.


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. 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)

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.

The Drop Box will be checked Monday to Friday and deposits will be processed at the start of the following business day.

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 our Member Contact Centre at 1.888.672.6728.

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

To sign in to Online Banking, visit kindredcu.com and click the login button in the top right corner of your screen. If it is your first time using online banking, see our 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 our Member Contact Centre at 1.888.672.6728.

TIP: Kindred is now offering members who have a business account, which was opened on or before March 1, 2020, the ability to simply and securely transmit direct deposit  enrolment information to CRA. Simply login to Online Banking and visit the Account Services section to set up CRA Direct Deposit for Businesses. You will then be able to receive Canada Emergency Wage Subsidy (CEWS) payments directly into your business payroll account.

Over the Phone

Many of the transactions you typically make in person can be done over the phone:

  • financial planning appointments
  • discussing your current investments
  • renewing a GIC
  • asking questions about your lending needs
  • checking your balances
  • ordering cheques
  • transferring between accounts
  • paying bills
  • and more…

Staff members at all our branches, including our Lending and Investment teams and Member Services Representatives, are available by phone and email to serve your banking needs. Call our Member Contact Centre at 1.888.672.6728. We’re here to serve you!

Virtual Meetings

Our Wealth and Investment and Lending team members are available to meet with you by phone or virtually to serve you and would be happy to schedule appointments in the format you are most comfortable with.

If you know the phone extension of the branch staff member you would like to connect with, you can call 1.888.672.6728 and enter their extension. Or, simply send them an email to schedule a meeting.


Caring for Members, Staff, and the Community

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.

Support for Kindred Collabria Credit Cardholders

Kindred’s credit card provider, Collabria, has implemented several financial support programs for cardholders impacted by the COVID-19 pandemic. Collabria is committed to working with all personal and business cardholders on a case-by-case basis to help understand and alleviate at least some of the financial hardship they may be experiencing. The following supports are available:

  • Expedited overlimit transaction approvals;
  • Payment deferrals; 
  • Temporary interest rate reductions; and
  • Improved access to permanent credit limit increases.

Cardholders who need assistance can visit MyCardInfo for Collabria COVID-19 updates or call the Collabria Contact Centre at 1.855.341.4643 to find a solution that meets their needs.

Do you need a contactless payment method for your purchases? Our suite of credit cards offers some helpful choices. Learn more at kindredcu.com or call your branch.

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.

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.

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




  • Child Witness Centre provides support, education and advocacy for children and youth who are, or may become victims or witnesses of abuse or crime. Not everyone is safe in their home at this time of social isolation: consider donating here to protect kids in need.
  • Monica Place empowers young women who are pregnant, parenting or placing for adoption. Donate here.
  • Ray of Hope serves Waterloo Region through Community Support, Youth Justice, Youth Employment, and Youth Addictions. Donate here to provide takeaway meals to community members.
  • Sanctuary Refugee Health Centre provides healthcare at no cost to refugees in Kitchener through community donations. Donate here.


  • 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

  • Wilmot Family Resource Centre provides emergency food assistance and family support. Donate here.

Perth County (Milverton)

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.

Canada Emergency Student Benefit (CESB) – The Canada Emergency Student Benefit (CESB) provides financial support to post-secondary students, and recent post-secondary and high school graduates who are unable to find work due to COVID-19. This benefit is for students who do not qualify for the Canada Emergency Response Benefit (CERB) or Employment Insurance (EI).

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 jasons@cjiwr.com for more information.

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.
  • The Food Bank of Waterloo Region has provided this resource that outlines how to receive food support during COVID-19 across the region.
  • Woolwich Community Services provides emergency food assistance and community support.


  • 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 gwyneth_woods@can.salvationarmy.org.

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 amy.zavitz@kindredcu.com if you have information to share with our networks.

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.

Canada Emergency Business Account (CEBA) – Kindred is now accepting applications for the Canada Emergency Business Account (CEBA). CEBA is a government-guaranteed loan of up to $40,000, interest-free until December 31, 2022. Businesses and non-profits that have been affected by COVID-19 may apply for this loan to help them cover non-deferrable operating costs. Applications can be made through Online Banking. If you’re in need of support, please contact your local branch and speak with your Account Manager to discuss the most appropriate solution for your business.

Canada Emergency Commercial Rent Assistance (CECRA) – The Canada Emergency Commercial Rent Assistance (CECRA) provides relief for small businesses experiencing financial hardship due to COVID-19. It offers unsecured, forgivable loans to eligible commercial property owners to: reduce the rent owed by their impacted small business tenants; and meet operating expenses on commercial properties. Property owners must offer a minimum of a 75% rent reduction for the months of April, May and June 2020. We encourage all eligible commercial property owners to participate in this program.

Canada Emergency Wage Subsidy (CEWS) –  To help employers keep and re-hire workers amidst the challenges posed by the COVID-19 pandemic, the Government of Canada has implemented the Canada Emergency Wage Subsidy (CEWS). The Canada Revenue Agency (CRA) requires employers to register for direct deposit in order to receive the benefit straight into their business payroll account. Kindred is now offering members who have a business account, which was opened on or before March 1, 2020, the ability to simply and securely transmit direct deposit  enrolment information to CRA. Simply login to Online Banking and visit the Account Services section to set up CRA Direct Deposit for Businesses. You will then be able to receive CEWS payments directly into your business payroll account.

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.

COVID-19 Business Self-assessment – If your business is located in Ontario, use this self-assessment to help determine which financial help measures apply to your business.

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.

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.


Additional Information

We understand that a number of our suppliers, including our cheque provider Davis + Henderson, are experiencing delays related to the current crisis. These delays can be compounded by capacity constraints at Canada Post and call centres. Thank you for your patience and understanding as we work to address these services issues.

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!

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 invite you to speak with us if you have any concerns. Please call your Financial Planner or Investment Specialist at your local branch to arrange a meeting.

What is Kindred doing to weather this crisis?

Kindred is a solid financial cooperative with a 56-year track record of prudent fiscal management. Since the start of the pandemic, we experienced very positive results, including a successful Investment Share offering in 2019 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 Wealth and Investment and Lending team members are available for telephone and virtual meetings to help members with their financial services 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. 

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! Kindredcu.com features a new step-by-step guide to help you get started with online banking. Please call our Member Contact Centre at 1.8888.672.6728 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.

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