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COVID-19 updates

Updates from the New World team about COVID-19 and our stores.

How to shop safely

It’s how we awhi each other - Foodstuffs North Island rolls up its sleeves to support to Super Saturday Vaxathon

Thursday, 14 October 2021

Foodstuffs North Island is mobilising its stores, team members and friends to back the Government’s call to get vaccinated this ‘Super Saturday’.

Saturday 16th October will be the start of a weeklong focused effort by the co-operative to support the Government’s goal to deliver hundreds of thousands of vaccinations into the arms of eligible New Zealanders who have not yet had their first or second shot.

Working closely with the Government, District Health Boards and local community groups, Foodstuffs North Island has pulled out all the stops to deliver a programme that will support vaccine take-up across key areas that have to date been harder to reach.

Commenting on Foodstuffs North Island’s role in supporting Super Saturday, Foodstuffs North Island CEO Chris Quin said the Government has set a huge target of half a million vaccinations over the course of the week, and everyone across the 24,000 team-member co-operative was proud to be able to play a part in supporting an initiative unlike anything New Zealand has seen before. 

We made a commitment to be Here for NZ and made a promise to support our communities to thrive.  As part of our support for the country’s first-ever Vaxathon, many of our stores will become vaccination sites with our store owners working hand-in-hand with local groups to help protect their communities. Other stores are providing incentives to help encourage people to get a vaccination"

We will have a lot of special things for people who get vaccinated, we should all do it because it’s the right thing to do for New Zealand, but these prizes might just create the reason to do it now!"

Throughout this pandemic our goal has been to keep people safe and keep products on the shelves.  Supporting Super Saturday, and beyond, is a measure of our care and concern for our people, their families, our customers and the community in general. Making it quicker and easier for our team members and shoppers to get a vaccine is the right thing to do - it’s how we awhi each other.” 


New World stores in the Northland region are continuing to provide essential groceries and safe shopping environments for their communities 

Updated: Friday 8 October 2021
 
Following the Government’s announcement that Northland will move to Alert Level 3 restrictions from 11.59pm Friday, 8 October, all New World stores are continuing to operate with stringent hygiene protocols and provide essential food and groceries for New Zealanders. 

New World stores nationwide remain 100% committed to ensuring New Zealanders have their grocery needs met. Stores are well-stocked and our stringent cleaning and hygiene protocols remain in place while we continue to fight the Delta outbreak. It continues to be mandatory to wear a face covering when shopping at our stores.  

We encourage everyone to always scan the COVID tracer app, maintain the 2m social distance, nominate one person in the household to shop and ask a friend or neighbour to shop on your behalf if you are feeling unwell. 

Customer numbers continue to be restricted, so please be patient as you wait to shop for groceries. We want to remind everyone to please continue to #shopnormal so there are enough groceries for others. 

We thank you for your understanding and cooperation to ensure both our customers and essential team members are kept safe 

Please be patient, considerate and kind and we’ll continue to get through this together.  

Kia kaha.  

 

New World stores in the Waikato region’s extended Alert Level 3 boundary are continuing to provide essential groceries and safe shopping environments for their communities 

Updated: Thursday 7 October 2021
 
Following the Government’s announcement today, Foodstuffs stores in the Waikato region that fall under the extended Alert Level 3 boundary are continuing to operate with stringent hygiene protocols and provide essential food and groceries for New Zealanders. 

As announced by the Government, more parts of the Waikato region will move to Alert Level 3 from 11.59pm tonight, Thursday 7 October. 

The extended areas include Waitomo, Waipa, and Ōtorohanga. The areas of Waikato that are already in Level 3 including Raglan, Huntly, Te Kauwhata, Ngāruawāhia, and Hamilton City will remain at Alert Level 3. This will be in place until at least 11.59pm on Monday 11 October. 

New World stores nationwide remain 100% committed to ensuring New Zealanders have their grocery needs met. Stores are well-stocked and our stringent cleaning and hygiene protocols remain in place while we continue to fight the Delta outbreak. It continues to be mandatory to wear a face covering when shopping at our stores.  

We encourage everyone to always scan the COVID tracer app, maintain the 2m social distance, nominate one person in the household to shop and ask a friend or neighbour to shop on your behalf if you are feeling unwell. 

Customer numbers continue to be restricted, so please be patient as you wait to shop for groceries. We want to remind everyone to please continue to #shopnormal so there are enough groceries for others. 

We thank you for your understanding and cooperation to ensure both our customers and essential team members are kept safe 

Please be patient, considerate and kind and we’ll continue to get through this together.  

Kia kaha.  

 

Waikato New World stores are ready to operate under Alert Level 3 Covid protocols following the Government’s announcement today

Updated: Sunday 3 October 2021

Waikato stores located in Te Kauwhata, Huntly, Ngaruawahia, Hamilton City and Raglan are ready to shift to Alert Level 3 from 11:59pm Sunday 3 October for the next five days, following the Government’s announcement this afternoon regarding positive Covid cases in the region. 

All New World stores will continue to operate using stringent cleaning and hygiene protocols.

Auckland remains in Alert Level 3 and shoppers visiting Waikato and Auckland stores will be accustomed to the health and safety measures in place, including it being mandatory to wear a face covering when shopping and maintaining the 2m social distance. Please nominate one person in the household to shop and ask a friend or neighbour to shop on your behalf if you are feeling unwell.

Customer numbers continue to be restricted during Alert Level 3, so please be patient as you wait to shop for groceries. We want to remind everyone to please continue to #shopnormal so there are enough groceries for others.

Foodstuffs stores are well stocked and teams are continuing to provide New Zealanders with their essential food and groceries in safe shopping environments.

We thank you for your understanding and cooperation to ensure both our customers and essential team members are kept safe.

Please be patient, considerate and kind and we’ll continue to get through this together.   

Kia kaha.  


New World Auckland stores continue to operate under stringent Covid protocols as government announces the city’s move to Alert Level 3

Updated: Tuesday 21 September 2021

New World Auckland stores are ready to shift to Alert Level 3 from 11:59pm Tuesday 21 September, following the government’s announcement this afternoon.

All New World stores will continue to operate using stringent cleaning and hygiene protocols.

It was also announced that the area south of the Auckland boundary line but north of Highway 2 (encompassing Mangatangi, Miranda, and Whakatiwai) will have a bespoke Level 4 arrangement for the next five days.

Stores are well stocked and teams continue to provide New Zealanders with their essential food and groceries in safe shopping environments. Shoppers visiting our Auckland stores can expect to see the same Covid health and safety measures in place, including it being mandatory to wear a face covering when shopping at our stores and maintaining the 2m social distance. Please nominate one person in the household to shop and ask a friend or neighbour to shop on your behalf if you are feeling unwell.

Customer numbers continue to be restricted, so please be patient as you wait to shop for groceries. We want to remind everyone to please continue to #shopnormal so there are enough groceries for others.

We thank you for your understanding and cooperation to ensure both our customers and essential team members are kept safe

Please be patient, considerate and kind and we’ll continue to get through this together. 

Kia kaha. 

 

New World continues to provide safe shopping environments following government’s announcement of no change to Alert Levels around the country

Updated: Monday 9 September 2021

New World continues to provide New Zealanders with their essential food and groceries in safe shopping environments, following government’s announcement this afternoon that there is no change to the Alert Levels around the country.

As announced, Auckland will remain in Alert Level 4 and the rest of the country will remain in Alert Level 2 until 11.59pm on Tuesday 21 September.

New World stores nationwide remain 100% committed to ensuring New Zealanders have their grocery needs met. Stores are well-stocked and our stringent cleaning and hygiene protocols remain in place while we continue to fight the Delta outbreak.

As per government advice, under Alert Level 4 and Alert Level 2 it continues to be mandatory to wear a face covering when shopping at our stores. 

We encourage everyone to always scan the COVID tracer app, maintain the 2m social distance, nominate one person in the household to shop and ask a friend or neighbour to shop on your behalf if you are feeling unwell.

Customer numbers continue to be restricted, so please be patient as you wait to shop for groceries. We want to remind everyone to please continue to #shopnormal so there are enough groceries for others.

We thank you for your understanding and cooperation to ensure both our customers and essential team members are kept safe

Please be patient, considerate and kind and we’ll continue to get through this together. 

Kia kaha

 


New World stores outside Auckland move to Alert Level 2

Updated: Tuesday 7 September 2021

Following government’s announcement yesterday, all Foodstuffs stores outside of the Auckland boundary will operate under new Alert Level 2 conditions from midnight tonight, Tuesday 7 September, while Auckland remains in Alert Level 4.

Our stores remain 100% committed to ensuring New Zealanders have their grocery needs met safely as we continue to fight the latest outbreak of Covid-19.

As per government advice, under Alert Level 2 it continues to be mandatory to wear a mask when shopping at our stores.

Along with this, we encourage everyone nationwide to always scan the COVID tracer app, maintain the 2m social distance, nominate one person in the household to shop and ask a friend or neighbour to shop on your behalf if you are feeling unwell. Customers can be reassured that our stringent cleaning and hygiene protocols remain in place.

Customer numbers continue to be restricted, so please be patient as you wait to shop for groceries. We want to remind everyone to please continue to #shopnormal so there are enough groceries for others.

We’re proud the doors of all our stores are still open so we can continue to provide New Zealanders with their essential food and groceries in a safe shopping environment.

We thank you for your understanding and cooperation to ensure both our customers and essential team members are kept safe

Please be patient, considerate and kind and we’ll continue to get through this together.

Kia kaha. 

 

Frequently asked questions

See below for more updates.

What is your position on mask wearing?

Update: Wear a mask, these continue to be mandatory during Level 2, as per Government advice.

Advice from the Ministry of Health makes it mandatory from 11.59pm on the 18th August, all staff and customers aged 12 years and over to wear masks or face-coverings that cover your nose and mouth while in-store during Alert Level 4. Wearing a mask is the best way to keep yourself, your family and our teams safe.

To meet our legal requirements, we will not permit people in-store if they are not wearing a face-covering. If you do not wish to wear a mask and do not have one of the exemptions listed on the Covid-19 Government website then please consider our online shopping service.

What do I do if key products I need aren’t in stock? 

If your favourite product is out of stock, we ask you to please consider an alternative. If an alternative is not available, please consider checking back later in the week as supply is constantly moving through the system from DC to stores.  

Why can’t I find a product? There seem to be heaps of gaps on the shelves of my local supermarket and this is getting worse? Are you actually running out of products? 
If you find a specific product is not available, please bear with us, it will be back on shelf as soon as the supply chain can move it through. Please be calm, empathetic and courteous to our staff and fellow shoppers and remember our teams are working hard to feed New Zealand #shopnormal. 

Are you going to put product limits in place? 

From time to time, individual stores may put limits in place for certain products. This is to ensure everyone can have a fair go at supply. We are experiencing a demand issue; it is not a supply issue. We have plenty of stock and if customers shop normally, there will be no issues ensuring there is enough to go around for all New Zealanders. 

Why aren’t you enforcing limits for people who are obviously stock piling? 

Stores are currently making the calls around whether to limit individual products on a daily basis. If stores have sufficient supply, then it is likely they will not impose limits. But if they have limited supply or are waiting on a delivery, then they will make the call to enforce limits. The best advice we have is for customers to shop normally. When you stockpile, you deprive someone else of the opportunity of having something that is essential to them. 

Are we having stock issues? 

If customers continue to shop normally stores will have no issues providing the usual range of products. We would ask all New Zealanders to resist the urge to stock up as this simply puts unnecessary pressure on stores.  

Why are the prices of some items still so high? 

We are doing everything we can to meet our customers grocery needs, including keeping prices fair during these tough times. We are committed to ensuring New Zealanders can get the everyday products at a fair price during these tough times. 

What plans do you have in place to protect shoppers and staff? 

At store and throughout the supply chain, staff are across all health and safety protocols as advised by the Ministry of Health to keep themselves and customers safe. This includes cleaning and disinfecting measures which are in place across all stores and are aligned with food safety practices.  

We’re continuing to work with our stores and cleaning service providers to provide sanitising facilities for customers which include wipes for cleaning trolley handles and hand sanitiser dispensing units which will be placed strategically around stores.  

We would like to stress that none of these measures are being used to replace good hand washing techniques and personal care as advised by the Ministry of Health – the health measures outlined by the Ministry are the best way for the public to protect themselves. These measures can be found at covid19.co.nz.   

What kind of cleaning do you have in place to stop me getting sick? 

At store and throughout the supply chain, staff are across all health and safety protocols as advised by health authorities to keep themselves and customers safe. This includes cleaning and disinfecting measures which are in place across all stores and are aligned with food safety practices.  

Are stores limiting their opening hours? 

We’re closely monitoring the situation. We don’t feel the need to adjust store hours nationwide yet, but individual stores are managing this as they need to. We are updating our store hours daily. If you’re on a desktop, please use the red bar above to find and check your local store hours. If you’re on mobile, please tap the three line on the top left of your screen. 

What is the situation with online shopping? 

Demand for online shopping is up. There has been a significant uplift in customers using our online shopping services. Stores are working very hard to meet this demand. We ask customers to continue to shop normally, in store or online.  

What if I can't find a delivery or Click & Collect time slot?

If you can’t find an online shopping time slot, please check back the next day, or shop in-store if you’re able. Demand for online shopping is high, please refrain from calling our Customer Care team as they are unable to allocate more time slots. 

Why do my online shopping orders sometimes get cancelled? 

On occasion, due to demand, stores may have to decline an order. They are doing their very best to ensure this doesn’t happen but occasionally the demands mean they can’t fulfil some orders. 

Why do I keep having a lot of products not included in my online shopping order? 

Due to high customer demand there are sometimes gaps on the shelf. If the product is unavailable at store when your order is being picked, then it may not be able to be included. If this happens, we suggest you check back at store in the next day or so when hopefully any product gaps will have been filled. 

 

Know someone who can't shop for themselves?

We've partnered with the SVA to deliver groceries to those who need it most.

The Student Volunteer Army grocery delivery service is available nationwide to those in self-isolation, elderly, medically vulnerable, or who have no other way to access food.

New World responds to the Government’s alert level announcement  

Updated: Friday 27 August 2021

Announced today, all regions of New Zealand will remain in Alert Level 4 until 11:59pm, Tuesday 31 August. Then all regions south of the Auckland boundary will move to Alert Level 3 from 11:59pm Tuesday 31 August, while Auckland and Northland will remain in Alert Level 4. 

Our stores remain 100% committed to ensuring New Zealanders have their grocery needs met safely as we continue to fight the latest outbreak of Covid-19. 

Throughout this lockdown, our supermarkets and integrated supply chain are prepared, and our stores have good supply. We want to thank customers who have been shopping normal throughout this current lockdown and remind them their actions mean everyone has a fair chance at purchasing essential items. 

Recent research undertaken by Foodstuffs shows New Zealanders are supportive of the Ministry of Health’s announcement for people aged 12 and over to be required to wear a face covering when visiting any essential services during Alert Level 4. We’ve seen great compliance and support so far and we’d like to thank our shoppers for this.  

Face coverings will remain mandatory for staff and shoppers visiting essential services at Alert Level 3. We welcome the government’s decision to keep this mandate in place. For customers who have an exemption, we do ask them to please have the correct documentation ready when visiting our stores, otherwise we do reserve the right to refuse entry. 

Along with this, we encourage everyone nationwide to always scan the COVID tracer app, maintain the 2m social distance, nominate one person in the household to shop and ask a friend or neighbour to shop on your behalf if you are feeling unwell.  

All our stores nationwide will continue to operate with additional safety measures seen during Alert Level 4. Customers at our supermarkets will continue to see some staff protection measures in their local store, including perspex protective screens at checkout, floor decals communicating the appropriate 2m physical distancing length, staff wearing masks and to maintain the social distancing measures, we will be limiting the number of customers in store at any one time.  

We’re proud the doors of all our stores are still open so we can continue to provide New Zealanders with their essential food and groceries in a safe shopping environment. Please be patient, considerate and kind and we’ll continue to get through this together.  

Kia kaha.  

 

New World providing food support to vulnerable New Zealanders in lockdown

Updated: 27  August 2021

At New World, we’ve made a promise to be Here for NZ and as our teams continue to work hard to keep shelves stocked during the latest Level 4 lockdown, we recognise that for many New Zealanders getting access to the essentials is increasingly tough.

Nationally, the Student Volunteer Army (SVA) has remobilised their vitally important contactless grocery service. New World is contributing $80,000 so that the SVA can continue to fund its contactless delivery service for those in self-isolation, or who have no other way of accessing food, like the elderly, medically vulnerable, essential workers or those who need support due to their personal circumstances. The SVA have mobilised over 300 volunteers in Auckland alone and are now supporting those in need in the South Island with 150 volunteers on board already. The Auckland, Wellington and Christchurch City Missions will each receive at least $40,000 in support and product. 

CEO of Foodstuffs North Island Chris Quin says, “City Missions have experienced a sharp increase in demand during this current lockdown. Recently, working alongside both Missions, we have been privileged to gain an insight into the essential work they do across their respective regions.  We are very proud to know our donations will ensure they will be able to continue to get vital food support to those in need.” 

“We are in a privileged position to trade during lockdown and are grateful for the continued kindness and support we receive from our communities everyday as our people work tirelessly to serve our communities. We couldn’t do what we do without the dedication of our team, and without the backing of our communities,” says Quin.

 

New World reinstates 10 per cent bonus for essential employees during latest Level 4 lockdown

Updated: 18 August 2021

The Foodstuffs Co-operatives, Foodstuffs North Island and Foodstuffs South Island, have today confirmed all essential front-line, distribution and a few other key employees nationwide will, once again, receive a 10 per cent bonus to their hours worked while in Alert Level 4 lockdown. 

Chris Quin, CEO, Foodstuffs North Island says, “We’re extremely proud and appreciative of how our teams have jumped straight back into Level 4 mode, operating during these times can be extremely difficult. 

“Providing the 10 per cent bonus during Level 4 is the right thing to do for our essential workers – it’s a positive way we can show our gratitude for the critical work they’re providing right now to keep everyone safe and keep stock on shelves.

“Our number one priority is to look after our teams and supporting them during these challenging times is critically important. We are also working to increase staff access to vaccines.” 

Steve Anderson, CEO, Foodstuffs South Island adds, “We recognise the closure of education and childcare facilities is an additional challenge for some of our essential team members and we are working closely with these individuals to make special arrangements.

“As we enter Alert Level 4 across the country we are once again asking customers to #shopnormal, be kind to our teams, look after each other and help New Zealand get through this quickly together. We’ve done this before – by pulling together we are confident we can do this again.”

Every front-line and distribution centre employee working through the Alert Level 4 lockdown will receive a 10 per cent bonus each pay cycle for the days worked during the current Alert Level 4 lockdown.

Foodstuffs defines front-line and distribution centre employees as the following: staff across all Foodstuffs retail stores nationwide (New World, PAK’nSAVE, Four Square, Gilmours, Trents, Raeward Fresh), distribution centres and small number of other impacted employees. 

 


New World stores ready for New Zealand Alert Level 4 lockdown 

Updated: 17 August 2021

Following the announcement from government this evening that New Zealand is to return to Alert Level 4 from midnight 17 August, our supermarkets and integrated supply chain are prepared, and our stores have a good supply of groceries on the shelves. We are again asking customers to shop normal and let’s help each other get through this in a way that’s respectful to all New Zealanders. 
 
Our top priority is to ensure the health and safety of our customers and teams during this time.  Our teams are preparing to move alert levels from 11:59 on 17 August and we ask customers to be patient as we roll out and all get used to the various safety precautions required to keep everyone safe.    
 
In the meantime, we encourage everyone nationwide to always scan the COVID tracer app, wear a mask when shopping, nominate one person in the household to shop and ask a friend or neighbour to shop on your behalf if you aren’t feeling well.  As per previous Alert Level 4s, customers at our supermarkets will see some staff protection measures returning to their local store, including perspex protective screens at checkout, floor decals communicating the appropriate 2m physical distancing length, staff wearing masks and to maintain the social distancing measures, we will be limiting the number of customers in store at any one time.  
 
While we wait for the result of the genome testing of the positive case, we are, like government, assuming the positive community case is the Delta variant, which is known to be a more transmissible strain of COVID-19 - and we ask all customers to please comply with store signage and staff direction to maintain physical distancing and strongly encourage customers to wear a mask when they are shopping with us. 
 

At Alert Level 4 there is naturally some impact to how our stores will deliver for our customers and we ask our customers to:  
  • Scan the COVID-19 QR codes – download the NZ COVID-19 Tracer App and scan the QR Code at stores to enable quick contact tracing if needed and turn on Bluetooth tracking.  
  • Please nominate a single family or household member to shop – to comply with physical distancing recommendations, and to ensure there is a steady flow of traffic in and out of stores within our ‘one in, one out’ system, we are asking New Zealanders who shop in person to please shop alone. This is to ensure the number of people in-store at any one time is kept to a minimum – by leaving your loved ones at home you are helping to keep them safe.   
  • Wear masks when you leave home and while shopping  – in line with Government’s direction, please leave home with a mask and we strongly encourage all customers to wear face masks when visiting our stores.
  • #shopnormal – we continue to ask customers to not stockpile; this is so everyone has a fair shot at buying their grocery essentials. Please only buy what you need and be fair to others. We have plenty of stock, and to ensure there is plenty of product to go around, product limitations will be put in place on a store or product basis if the individual store determines there is a need. 
  • Utilise contactless payments – we encourage customers to use contactless payments such as payWave as another way of reducing contact between customers and staff. Help us keep you safe.  
  • Shop online (where available) – we have contactless online shopping delivery for customers who are self-isolating, vulnerable or unwell – we ask customers simply to let the team know in the comments section when the order is placed. We also ask customers who are feeling unwell to please not come to the store to collect their Click & Collect order and to instead arrange a friend or family member to pick up your groceries for you.  Shop online here or with the New World app.
  • Respect each other– we are asking New Zealand to again support us as we work hard to continue meeting our goal of ensuring everyone has access to grocery essentials. We ask that all customers please remain patient and considerate of each other and staff during this time.
  • Lastly, we would like to extend a warm thank you to our teams for, once again, stepping up and putting New Zealand’s needs ahead of their own. 

 
We’ve done this before New Zealand – we can do this again. We’re in it together so let’s support each other as we come together in the fight against COVID-19 again.