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Health and Safety Update


Notice to Members regarding Health and Safety amidst COVID-19

Prospera’s top priority is to support our members and employees as we help to stop the spread of COVID-19. If there is a positive in this difficult situation, it’s that our communities, businesses, families and individuals are working together with the goal of keeping everyone healthy. We're doing all that we can to protect the wellbeing of you, our staff and the communities where we operate.

Financial help when you need it most

We’re committed to supporting our members through this difficult time and have introduced an interim relief program that includes options for members to defer lending payments. Please complete this form to get more information if you have been directly impacted by the COVID 19 outbreak.

Collabria credit card holders experiencing financial hardship due to the impacts of COVID-19 can contact the Partner Support Contact Centre at 1-855-341-4643 for assistance with the following:

  • Minimum Payment Deferrals can be requested on a month by month basis (for up to 6 months). Contact Collabria directly.  
  • For Canadians stuck outside Canada and trying to get home, Collabria can provide emergency credit limit increases to cover airfare, car rentals, food, shelter, medical supplied, medications and other expenses.

We’ve also set up a list of external resources available to business owners and their employees. This will be continually updated and can be accessed by clicking here

Helping flatten the curve of COVID-19

We’re taking steps to protect our employees and members and to support increased social distancing. We strongly encourage all members to use our mobile and digital channels that are available 24/7. Members can continue to use our ATMs, online banking, mobile banking, telephone banking or call our Member Service Centre at 604-517-0100 to access their banking or enquire about investments.

We’re making temporary changes to the way we serve our members to ensure you continue to have access to your banking services. This means supporting you more over the phone, through email or our website, and less in our physical branch locations until we are back to business as usual. To do this, we’re increasing the number of people we have available to answer your calls by redeploying employees from branches with reduced hours or closed locations.

Reduced branch hours

Effective immediately, we’ve reduced our branch operating hours.

  • Monday to Friday 9:30 am to 3:00 pm
  • Saturday: Closed

Extended Member Service Centre hours

We’ve extended our call center hours to serve you during this time:

  • Monday to Friday 8:00 am to 8:00 pm
  • Saturday: 8:00 am to 6:00 pm
  • Sunday: 12:00 pm to 4:00 pm

Temporary branch closures

Effective END OF DAY Friday, March 27, the following branches will be closed temporarily:

  • River District – 8586 River District Crossing, Vancouver BC V5S 0C2
  • White Rock – 1608 152 Street, Surrey BC V4A 4N2
  • Landmark – 20201 Lougheed Highway, Unit 200 Maple Ridge BC V2X 2P6
  • Austin – 1101 Austin Avenue, Coquitlam BC V3K 3P4
  • Cloverdale – 18722 Fraser Highway, Surrey BC V3S 7Y4

We will continue to re-evaluate the situation and the potential need to consider additional branch closures as more becomes known about the success of measures to “flatten the curve” and stem the spread of the COVID-19 virus. Up-to-date information on branch closures is available 24/7 on Please check regularly for our latest responses to the COVID 19 outbreak.

The well-being of our staff, members and communities is our priority and we’ll continue to update you with any important changes. You are a valued member and it’s extremely important to us that we continue to meet your financial needs in these challenging times.

To ensure the health of our employees and members, I want to assure you that we have adjusted our operations and taken numerous precautions including the following:

  • We have increased the frequency and depth of our cleaning and sanitizing in each of our branches and our ATMs.
  • We are limiting the number of members entering a branch at any one time and asking that everyone maintains a distance of 2 metres (6 feet) from each other.
  • Clean and sanitize our branches daily and have visible reminders in branches about the importance of hand-washing.
  • We are requiring employees to stay home if they are feeling unwell.
  • In line with BC government recommendations for social distancing, we are encouraging employees to meet with members over the phone rather than in person, when possible. Call our Member Service Centre at 604-517-0100 and we will be happy to serve you that way.

If you are feeling unwell, we kindly ask that you contact us by phone or online instead of coming into a branch.

These are certainly difficult days for some people. If you are directly impacted by COVID-19 and are facing sudden financial challenges, please let us know and we will do all that we can to make an interim plan to help you.

In this unique and uncertain time, we all must work together and do all that we can to slow the spread of COVID-19. The situation is changing by the hour; we will keep you informed of any changes to our service and operations so that your banking isn’t something you need to worry about. We will provide updates through email, web and our social media channels.

Gavin Toy
President and CEO, Prospera Credit Union

Online Security and FAQ

Some tips to keep you protected online

Keep your eyes open for potential scams related to the coronavirus pandemic during these times. Below are some examples of the types of things that someone could receive and should be cautious of:

  1. Emails that appear to be from organizations such as the Centers for Disease Control and Prevention (CDC), or the World Health Organization (WHO). In many situations, fraudsters have crafted emails that appear to come from these sources, but they actually contain malicious phishing links or dangerous attachments. Only open emails from reliable sources.
  2. Emails that ask for charitable donations for studies, doctors, or victims that have been affected by the COVID-19 Coronavirus. Fraudsters often create fake charity emails during times when the public are facing crisis situations like natural disasters, or health scares such as COVID-19.
  3. Emails that claim to have a "new" or "updated" list of cases of Coronavirus in your area. These emails could contain dangerous links and information designed to scare you into clicking on the link.

What can you do?

Remain cautious, and always remember the following to protect yourself from scams like this:

  • Never click on links or download attachments from an email that you weren’t expecting.
  • If you receive a suspicious email that appears to come from an official organization such as the WHO or CDC, report the email to the official organization through their website.
  • If you want to make a charitable donation, go to the charity's official website of your choice to submit your payment. Type the charity’s web address in your browser instead of clicking on any links in emails, or other messages.

As a reminder, we advise all of our members to be alert of suspicious activity online. Please always remember to use safe internet and email practices. Your security remains our top priority during these times and we encourage all members to review our cyber security best practices to ensure you stay protected.

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

  • Yes. Plans are in place to continue delivering banking services and financial advice to our members. This includes access to funds and/or accounts regardless of whether there are temporary branch closures or not due to the COVID-19 situation.
  • There is continued access to funds through online banking, mobile banking, telephone banking, the Member Service Centre and ATMs. See tips below on how to use these banking services if needed.

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

  • What if I can’t make my mortgage or loan payment?
    • Contact your account manager or the Member Service Centre.
  • What if I can’t pay my bills?
    • Contact your service provider and ask about any flexible payment options they may be able to provide.
  • The federal government has extended the filing deadline for the 2020 tax season.
    • Canadians will have until June 1, 2020 to submit their tax return to CRA.
    • Deadline to pay off any outstanding balances interest-free is extended until July 31, 2020. You can learn more here.

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

  • Learn more about how to use online banking here . We have detailed steps on many of our daily transactions including paying bills, viewing account balances, remote cheque deposit capture (called Deposit Anywhere) and transferring funds.
  • Learn how to use mobile banking here. Learn how to download the mobile app on your mobile device and review our Frequently Asked Questions to help get you started.
  • If you need additional support, contact the Member Service Centre and our agents can assist you with any of these processes.

How can I protect myself during these trying times? Expand/Collapse

  • We advise all of our members to be alert of suspicious activity online. Please always remember to use safe internet and email practices. Your security remains our top priority during these times and we encourage all members to review our cyber security best practices to ensure you stay protected.


COVID-19 Support and Resources for Individuals

Canada Emergency Response Benefit

This benefit will provide $2000 a month for the next 4 months to employees that lose their income due to COVID-19. The application will be available soon, and compensation will be received within 14 days.

Work Share Programs

This EI program allows for employees to apply for 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 the above link.

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 available in above link.

Enhanced Canada Child Benefits

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

BC Emergency Benefit for Workers

A one-time $1,000 payment to people who lost income because of COVID-19. Applications open in April 2020, payments made in May 2020.

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.

Enhanced BC Climate Action Tax Credit

Qualifying individuals and families will receive an addition one-time payment in July 2020 on top of the regular climate action tax credit amount.

Changes to the Employment Standards Act

  • Temporary change: Employees may take an unpaid, job protected leave for reasons related to COVID-19. Retroactive to January 27, 2020.
  • Permanent change: Employees may take up to three days of unpaid, job-protected leave each year due to illness or injury.

And More

Other useful Resources:

BC Centre for Disease Control - Novel coronavirus (COVID-19)

Government of Canada - Coronavirus disease (COVID-19)

World Health Organization - Coronavirus

COVID-19 Self Assessment Tool

To speak to someone at the BC Centre for Disease Control:

Novel coronavirus information: 1-833-784-4397

Health information: 8-1-1

Federal Government Assistance for Businesses

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.

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. Click below to learn how each organization can offer support.

Deferred Tax Payments

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

Regional Development Agency Support

Tourism operators, small businesses, and organizations may be able to access funding through their regional development agency. Contact information in link.

Wage Subsidy

To help businesses keep workers on the payroll: up to 75 per cent wage subsidy for qualifying businesses, for up to 3 months, retroactive to March 15, 2020. Available to businesses that have had a minimum 30% drop in revenue due to COVID-19. Non-profit organizations and charities are included.

BC Provincial Government Assistance for Businesses

BC Provincial Tax Changes

The BC Provincial Government has announced several tax relief efforts for businesses, including:

  • Deferred tax filings and payments until Sept 30, 2020
  • Delayed PST and carbon tax changes
  • Reduced school tax rates for commercial properties by 50% in 2020

Other Support for Businesses

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.

Canadian Chamber of Commerce Preparedness Guide

Includes an action plan, things to consider, and important questions to address.

Last updated March 31, 2020

Contact Us

Please contact us directly for any questions or concerns:

Contact us online

Call 604-517-0100 or toll-free at 1-877-506-0100.

Visit a branch near you.

COVID-19 UPDATE: We're making temporary changes to the way we serve our members, to ensure you continue to have access to our banking services.

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