Updates from the New World team about COVID-19 and our stores
Update 9 June - New World celebrates stamping out COVID-19 with a return to normal in stores
We are proud to stand with New Zealanders and celebrate the elimination of COVID-19, and a return to shopping normally for our stores, teams and most importantly, our customers.
After 75 days of restrictions to head off the COVID-19 threat and to protect one another, especially our most vulnerable New Zealanders, by staying home and keeping tight bubbles, we are pleased that our stores are back to normal.
Everything customers know and love about New World has returned, with a few exceptions including our enhanced hygiene and cleaning protocols so we can continue to keep our staff and customers safe, and Ministry of Health QR code signage for contact tracing.
As we emerge out of Alert Level 2, our CEO Chris Quin has a message of thanks for our staff, suppliers and communities.
“We are thankful to our customers and to all New Zealanders for their hard work and sacrifices that have helped us all to eliminate COVID-19 and get to Level 1,” says Chris Quin, CEO of Foodstuffs North Island. “There is no denying that the last couple of months have been challenging. Our team and our supplier partners battled with pressures on key products like hand sanitiser and toilet paper in February, and then yeast and flour flew off the shelves in March as New Zealanders discovered their inner baker, and throughout lockdown we had to manage stringent physical distancing measures and limit numbers in store, all of which posed unique challenge for store teams.
But thanks to our customers, we navigated this hardship together and have come out on the other side stronger and wiser. Thank you to every New Zealander for the positive role you played throughout this crisis, and thank you to our suppliers for partnering and rolling their sleeves up to assure New Zealanders had what they needed for their families.”
“On behalf of our 39,000-strong team, to New Zealand’s 5 million-strong team, thank you for your patience, understanding and collaboration,” says Steve Anderson, CEO of Foodstuffs South Island. “We’ve looked out for one another, played it safe and remained vigilant, and these efforts enabled us to beat COVID-19 together. Our teams look forward to continue feeding New Zealand and welcoming customers back in store without the restrictions of COVID-19.”
What does Level 1 look like in our stores?
Customers will continue to see our enhanced cleaning and hygiene protocol in stores, as well as hand sanitising stations, so we can continue to keep our customers and staff safe. The perspex screens are also sticking around for a bit longer. In line with the Government’s request to continue making contact tracing available, some stores will make available QR codes for customers to scan and register upon store entry.
“It’s been a long road from #shopnormal to shopping normally again, but we did it New Zealand,” says Quin. “When you return to stores and settle back into your new normal, our team look forward to serving you and maybe helping you enjoy a celebratory coffee or doughnut.”
“You did a damn good job New Zealand. Thank you.”
COVID-19 Alert Level 1 FAQs
Are store opening hours back to normal?Some of our stores temporarily adjusted their opening times during Levels 4-2, most will be back to normal in Level 1. You can check your current store opening hours on our website. If you’re on a desktop, please use the red bar above to choose a store and check their hours. If you’re on mobile, please tap the three line on the top left of your screen.
Will you be continuing with enhanced hygiene practices?Yes, the robust cleaning and sanitisation processes for high-touch areas and objects such as checkout conveyor belts, self-checkouts, doorknobs and trolleys remain in place at Level 1.
Will I be required to keep physical distance in store?Now we’re at Level 1, customers are no longer required to keep 2m physical distancing in store.
Will I need to queue to get into the store?At Level 1 we’re not required to physically distance or restrict the number of people in the store at any one time, so it’s really unlikely you’ll encounter a queue to get into a store.
Will the plastic screens at checkout stay in place?We’re leaving the plastic screens up during Level 1, we do plan to remove them once we’re clear of the Levels.
Will all departments be open in the store?Yes, our bakers, butchers, seafood, and deli serve overs are all back to operating normally.
Can I bring my own container or reusable hot drink cup to store?Good news. If your store previously accepted BYO containers and reusable hot drink cups, you can now bring them with you to store during Level 1.
Can I shop with friends and family?Yes! At Level 1 you can shop at the supermarket with whoever you choose.
Will I still be able to use the government app for contact tracing?Yes, it’s recommended we all continue to keep a record of where we’ve been during Level 1, so we’ll be keeping the Ministry of Health QR codes on display for customers to use.
Can I bring my reusable bags into the store?Absolutely. Reusable bags can now be brought into the store with you.
Will my bags be packed for me?Yes, our friendly bag packers are back, thanks for packing your own bags over the last few months.
If you need any support at any time, here are some organisations that can help.
Call Oranga Tamariki on 0508 FAMILY (0508 326 459) or email [email protected]
If you know a child in imminent danger, call NZ Police on 111.
Update 12 May - Your Alert Level 2 questions answered
All you need to know about what to expect from New World in Alert Level 2. Read archived updates.
Update 12 May - Supermarket safety protocols remain at Alert Level 2
New World is in complete support of the Government’s plan to move the country to Alert Level 2 and the strong need to focus on continued physical distancing as New Zealand transitions down from Alert Level 3. New Zealand has gamely tackled COVID-19 and the consistently low number of new cases now being identified is extremely positive. We believe a cautious move back to a more widely functioning economy is a very positive step. Read archived updates.
Update 14 April - Foodstuffs commits more than $1 million to support New Zealanders affected by the COVID-19 pandemic
Foodstuffs’ brands – including New World - have committed to donate more than $1 million to help New Zealanders who are facing tough times due to COVID-19. Read more.
Update 9 April - New World and Student Volunteer Army add Auckland
New World and the Student Volunteer Army are adding Auckland to their growing list of locations, delivering groceries to older and vulnerable customers who’re unable to leave home while the country is in Alert Level 4 of the National Pandemic Plan. Read more.
Update 9 April - Keeping the Easter Magic Alive this Weekend
A collective sigh of relief was heard across the country when the Prime Minister deemed the Easter Bunny an essential worker. As we head into the next two weeks of lockdown, there might be a struggle to stay motivated or find inspiration to bring the Easter spirit to life in our bubbles. Read more.
Update 6 April - New World joins forces with the Student Volunteer Army to assist elderly and vulnerable customers with contactless grocery deliveries
New World is joining forces with the Student Volunteer Army to help get grocery supplies to elderly and vulnerable New Zealanders who are unable to leave home while the country is in Alert Level 4 of the National Pandemic Plan. Find out more.
Update 3 April - Foodstuffs trialling virtual check-in solution to improve store customer experience
Foodstuffs is trialling a virtual ‘check-in’ solution to improve customer comfort and safety when they arrive for their essential supermarket shopping during the Level 4 lockdown. The physical distancing measures we need to maintain inspired the teams to innovate a solution which would simplify store arrival and give customers the flexibility to wait where they please. Customers who virtually check in on their phones will receive a text when it’s their turn to enter. Customers who physically check in with a team member at a desk will have their names put on a list, and their name will be called when it’s their turn to enter.
The solution is currently being trialled at New World Kumeu to overwhelmingly positive customer feedback. Find out more.
Update 27 March - Foodstuffs stores invite New Zealand’s emergency services and medical personnel to take priority in store
Foodstuffs stores are inviting uniformed emergency services and medical personnel to take priority at the checkout and external queues in any store, at any time nationwide starting today.
Effective immediately at all New World stores around New Zealand, any emergency service or medical professional wearing their uniform or carrying DHB, medical centre or proper identification will be given priority to enter the store, should the store have a line, and to go through the checkout line first. Read archived updates.
Update 25 March - New World responds to the country’s move to Alert Level 4 of the National Pandemic Plan
As we’re sure you’re aware, New Zealand has entered the Alert Level 4 ‘Eliminate’ phase of the National Pandemic Plan. The team at New World would like to provide you with an update on some of the changes that we’re introducing to help keep our customers and staff safe and healthy.
The good news is that our New World stores will remain open as the Government has identified supermarkets as one of the essential services to stay accessible during Alert Level 4.
Update 23 March - Our response to the Government’s announcement to move to Alert Level 3 of the National Pandemic Plan
New Zealand is now in the Government-enforced restriction phase of the national plan designed to stem the spread of COVID-19. These are extraordinary times and if we are to protect our people then extreme measures do need to be taken. Read archived updates.
What we're doing
Rigorous cleaning and disinfecting measures aligned with food safety practices.
Additional sanitising facilities for customers, including wipes for cleaning trolley handles and hand sanitiser dispensing units.
Our store toilets are available for customers to wash their hands whilst shopping in our stores.
Update - 22 March 2020
Our stores remain 100% committed to ensuring New Zealanders have their grocery needs met and we are doing everything we can to make this happen.
Supermarkets are one of the essential services Government has identified and will remain open and able to meet the needs of New Zealanders. Our store staff, suppliers, truck drivers, warehouses, customer service and support personnel are critical to helping New Zealand unite against COVID-19. We are extremely grateful to the fact our teams are continuing to work tirelessly to meet New Zealand’s needs at this time, without their ongoing dedication we simply couldn’t make it happen for you, they are the mainstay of what we do. Please #shopnormal and we will do all we can to support you. Read archived updates.
Update - 19 March
Update - 17 March 2020
We’d like to assure our customers that New World has a strong plan in place around COVID-19 which includes keeping our people and customers safe – our focus is very much on ensuring New Zealanders have the essential products they require and we are working with our suppliers to make this happen every day. Read archived updates.