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COVID-19 updates

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

Auckland returns to Level 3 Lockdown

Saturday 27 February 2021

Following today's announcement that Auckland is to return to Alert Level 3, our supermarkets have swung into action and are working hard to provide New Zealand with the essential groceries they require. As in previous lockdowns, our supermarkets will remain open in order to meet the needs of New Zealanders and our supply chain is robust and we are working closely with our suppliers to meet customers’ needs.
 
But, at Alert Level 3 there is naturally some impact to how our stores will operate, so we would 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 tracing. 
  • In the wider Auckland area please nominate a family 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 keep them safe.  
  • Wear masks while shopping  – in line with Government’s direction, we encourage all customers to wear face masks when visiting our stores, especially in the wider Auckland area.
  • 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. 
  • #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 may be put in place on a store or product basis if the individual store determines there is a need. 
  • Be kind – 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 to each other and staff during this time.  

Customers will begin to see various staff protection measures in place at their local store including staff wearing masks, perspex protective screens at checkout, and floor decals communicating the appropriate 2m physical distancing length. We ask all customers to please comply with store signage and staff direction to maintain physical distancing. 

Lastly, we would like to extend a warm thank you to our teams on the shop floor for once again stepping up and putting New Zealand’s needs ahead of their own. 
 
We’ve got this New Zealand, we’re in it together so let’s support each other as we come together in the fight against COVID-19 again. 
 

Alert Level 2-3 FAQs

Last updated Sunday 14 February 2021

How will the move to Alert L3 in Auckland and the move to Alert L2 in the rest of the North Island impact physical distancing?  

We are asking all customers nationwide, to adhere to physical distancing in our stores. This move is one New Zealanders will be familiar with from our previous time spent in lockdown. Customers will also see the return of physical distancing signage including posters and floor decals advising of the 2m physical distancing requirements. It’s important all customers maintain 2m physical distancing when shopping to keep both themselves and our teams safe. 

Will you be restricting customer numbers in stores in North Island stores? 

The move to Level 3 for Aucklanders, and to Level 2 for the rest of the country means that all New Zealanders must maintain the appropriate physical distancing measure of 2m when shopping in store. This means stores will be limiting the number of customers allowed in-store at any given time. 

Customers have grown accustomed to the Perspex screens at checkout and readily available trolley wipes and hand sanitizer in store. We encourage customers to use the sanitising options available, and to remain vigilant with their hand washing routines as this is the best line of defense against Covid-19.  

Can I shop with my family?  

Customers visiting our 66 stores across the wider Auckland area are asked to nominate one person from their household to do the shop. This means a one customer, one trolley policy. By sticking to this policy, we’re able to allow more customers in store and keep any queues moving.  

Stores are trying hard to keep queues short as they know queuing outside in winter can be cold and wet for customers which is less than ideal, so please, shop alone.  

Customers visiting our stores outside of the wider Auckland area are free to shop normally while adhering to appropriate physical distancing – though please note numbers in store may be reduced to facilitate the social distancing requirements.  

Are you increasing your cleaning protocols to keep staff and customers safe? 

At all stores nationwide, customers will see increased sanitization and safety measures when they come in to do their shop. These measures will be in place initially from midnight Sunday 14 February until Wednesday 17 February, but this may be extended depending on the advice received from Government.  

Have you removed bag packers at your Auckland store checkouts? 

We have removed bag packers from checkouts in our 66 stores in the greater Auckland region in order to reduce the amount of contact between staff and customers in store. This is in line with our policy of asking customers who live in the greater Auckland area not to bring their reusable bags into store. This helps us reduce the amount of person to person contact and speeds up the checkout process for customers.  

Bag packers remain in place at all stores outside of the greater Auckland region.  

What is your stock situation for in-demand products?  

We have an incredibly robust supply chain and we are well-versed in dealing with spikes of product demand. We have ample stock of in-demand products and continue to encourage customers to shop normally. Stockpiling puts unnecessary stress on the supply chain and takes essential products away from others – we ask customers resist the urge and #shopnormal.  

Will you be imposing product limitations on certain products in the North Island? 

We have an incredibly robust supply chain and our teams are working tirelessly to ensure a steady flow of product into stores around the country.  

To ensure there is plenty of product to go around, product limitations may be put in place on a store or product basis if the individual store determines there is a need. 

Will your North Island stores display the NZ Covid Tracer app? Are you requiring customers to scan before entering stores? 

All stores across the country will have the NZ Covid Tracer app poster displayed at store entrances. We are encouraging all customers, no matter where they live or which store they visit, to please scan the QR code on the poster and follow the prompts to register. This is to keep you, other customers and staff safe in the event the Ministry of Health needs to implement contact tracing. 

How is your online shopping system coping?  

As with previous lockdowns we expect our online shopping systems will experience a significant increase in demand. Our teams are working tirelessly to keep up with customer orders and this sudden influx. Please shop normally and resist the urge to stockpile. 

Are you requiring customers to wear masks in store?  

We highly encourage all customers to cover their nose and mouth with a face covering when shopping in our stores – this especially pertinent in the wider Auckland region.  

Our stores have good supply of face masks, but if your local store is currently out of stock, rest assured more stock is on its way and please consider the Government’s advice of fashioning your own face mask in the meantime.  

Are you reinstating your emergency worker prioritization?  

At this stage we have not reinstated priority access for emergency workers. We will review our position on Friday when we are given further clarity from Government on next steps.  

Is Lotto still available? 

Yes, store Lotto counters are still open, but we ask all customers to please be mindful and adhere to physical distancing measures.  

How to shop safely