Updates from the New World team about COVID-19 and our stores
Tips to help you shop safely
New Zealand, we’ve done this before, and we can do it again.
We’ve worked quickly to reinstate safety measures to keep you safe while shopping in our stores. While we truly hoped this wouldn’t happen, as a business we have prepared for this and know what to do.
We’ve implemented the same safety protocols you are already familiar with including restricting customer numbers in store, maintaining two metre social distancing and increasing our sanitisation, cleaning procedures and safety measures. Here are also a few new tips to make sure you can help us keep you safe and move through this new phase of Lockdown:
Download the NZ COVID-19 Tracer app
All stores across the country will have the NZ COVID-19 Tracer app QR code displayed at store entrances. We’re encouraging all customers, no matter where they live, to please scan the QR code and follow the prompts to register. This is to keep you safe in the event the Ministry of Health needs to implement contact tracing.
You can download the App here [android / apple]
Please wear a mask
In line with Government’s direction, individuals living in Auckland are highly encouraged to wear face masks whenever outside of the home. As advised by the Ministry of Health, face masks can either be fabric reusable (washable) or single use disposable face masks – if these are not available the advice is to use a face covering such as a bandanna or scarf.
Outside of Auckland the advice is to wear face coverings when in enclosed spaces where social distancing is difficult such as on public transport.
Continue to #shopnormal
This is the best way to ensure no unnecessary pressure is put on the supply chain. Please buy what you need, as you need it - there may be some limits on high demand products. Shop normal and buy as you normally would and avoid the urge to stock pile. Our teams have got your back – help us by being kind to one another because we know how to do this. Keep your distance, sanitise and use good hand washing techniques and most of all, remember your safety comes first for us.
Keep an eye out for ways to save
We also want to reassure you that we’ll still have the same great weekly specials and deals with Everyday Value, Super Savers and Club Deals throughout the store.
Shopping online at New World
Our online shopping systems are experiencing a significant increase in demand. Our teams are working tirelessly to keep up with customer orders, however, please do shop instore if you are able, to ensure slots are available for those who are self-isolating.
Follow us on Facebook for the most up to date information
We will be sharing regular updates on how to shop safely in store on our Facebook page. Connect with us on social media to stay informed.
How to shop safely
Nominate one person in your household to do the grocery shop
This allows us to limit the number of customers in store and maintain safe physical distancing.
Keep 2 metre social distancing
This is to keep you, our staff and other customers safe.
Hygiene and Sanitisation
Use the trolley sanitisation wipes and hand sanitiser available in stores. We’ve also increased sanitisation and safety measures to keep you safe.
Please do not bring reusable bags in store
To limit customers time in store, we ask that you leave your bags in the car or outside and pack your groceries from your basket or trolley once you have left the store.
Update 12 August
Following the announcement by the Prime Minister this evening that there is a case of community transmission in South Auckland, and that the greater Auckland area will re-enter Alert Level 3 from midday today and the rest of the country into Level 2, New World will reinstate social distancing and health and safety protocols across our stores and supply chain.
Changes to Online Shopping
We've adapted our Online Shopping and Click & Collect services due to a significant increase in demand. We’re working hard to fulfil all online orders, but we ask you to please be patient and continue to shop normally, whether that's in store or online.
Level 3 - Auckland - In-store
Customers visiting all 27 New World stores across the wider Auckland area can expect to see the following Customer and Team safety measures in place:
Restricted customer numbers in-store
2 metre social distancing
• Nominate one person to do the grocery shop - We're asking you to please shop alone and follow the rule of one trolley, one customer.
• Increased sanitisation, hygiene and cleaning protocols - throughout the supermarket including, on entry, at checkout and other high touch areas.
• Social distancing signage and posters - these will advise customers of all requirements
Level 2 - Outside of Auckland - In-store
In recognition of the fact that the rest of New Zealand is now in Alert Level 2, customers outside of Auckland can expect to also see increased sanitisation and safety measures when they visit their local New World.
Many stores will be implementing these measures from opening tomorrow, Wednesday 12 August, ahead of the 12pm guideline until midnight Friday 14 August - but this may be extended depending on the advice received from Government over the coming days.
We’d like to help you get through your shopping as safely and quickly as possible – to stay up to date with all COVID-19 store updates, check your local store Facebook page, or New World on Facebook.
• #shopnormal - Please shop like you normally would and remember there is no need to stockpile.
• Be kind - With all else happening in the world aside, let's continue to be kind and considerate towards other shoppers, staff and one another.
While we truly hoped it wouldn’t happen, our teams have been prepared for some time should we need to reinstate previous Alert Level protocols. We have good stocks of PPE and sanitiser, and our teams are familiar with what is required to keep both themselves and our customers safe from COVID-19.
We would like to reassure customers that, just like before, our supply chain is robust. We are working hard to make sure all the grocery items New Zealand households might need are on the shelf and readily available.
Alert Level 2-3 FAQs
How will the continuation of the current situation, with Auckland at Alert Level 3 and the rest of the country at Alert Level 2, 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?
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 27 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?
We have already reinstated safety and cleaning measures in all stores nationwide which includes increased sanitisation of high touch areas including checkout belts, EFTPOS terminals, self-checkouts and trolleys.
Are customers allowed to bring their own reusable bags into stores?
In order to reduce contact in-store, all Auckland stores have paused bag packing. Please check with your local store if they still have bag packers at checkout as this may vary across the North Island. We are asking all North Island customers to please be prepared to pack their own groceries in the event their store has paused this service.
Customers who live in the South Island are welcome to continue shopping with their reusable bags.
Have you removed bag packers at your store checkouts?
To reduce contact between customers and staff, and to move customers through the checkout process more quickly, we’re asking all Auckland customers to please leave their reusable bags in the car or at home. Please check with your local store if they are still allowing reusable bags in-store, as this may vary across the North Island. We ask all North Island customers to please be prepared to pack their groceries directly into their trolley and then into their car. We apologise for any inconvenience.
Bag packers remain in place at all stores in the South Island.
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.
What is your current mask supply situation?
We’ve been preparing for this since the last lockdown and nationwide, we have more than 8 million masks in our supply chain. Our teams are working tirelessly to get these through the system and onto store shelves for customers. If your store is low or out of mask supply, please rest assured that more stock is on the way – it’s simply making its way through. As always, we encourage customers to shop normally and only buy what they need, as they need it.
Will you be imposing product limitations on certain products?
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.
Before heading to the supermarket, we’re asking all customers to take a look in their pantry first – if it is still well stocked, please only buy what you need. By shopping normally, you are doing your part to help New Zealand fight Covid-19. Our store teams are doing their part by keeping shelves stocked, and we are introducing product limits for some in demand products in an effort to make sure there is plenty to go around.
Product limitations will vary by store. Please only buy what you need, as you need it. It’s important we continue to #shopnormal as this helps keep shelves stocked and ensures all New Zealanders can get the essentials they need.
Will your 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?
Our online shopping systems in the North Island are experiencing 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.
Do you offer any prioritisation or assistance for vulnerable customers?
With Auckland currently operating at Lockdown Level 3 we have enabled a Priority Assistance Delivery Service for vulnerable customers within the Auckland region. If you are over 75 years or are unable to leave home due to illness, disability or injury please contact our customer service centre on 0800 363 977 to see if you are eligible for this delivery service and arrange a delivery.
Are you requiring customers to wear masks in store?
The protective measures in place across our stores align with the Government’s Covid-19 health and safety guidance. This includes physical distancing measures, Perspex screens, increased sanitisation and cleaning protocols, managing customer numbers in store, and displaying the NZ Covid Tracer QR Code for customers to scan in the event contract tracing is necessary.
All of these measures are in place to keep people safe and to reduce contact. We have ample PPE stock for staff, which is readily available to them if they choose to wear it for their peace of mind.
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 this over the coming days.
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 are you verifying identity for age restricted items? Are you asking customers to remove their masks if they are purchasing restricted items?
We are required by law to verify age for restricted items. This includes checking that the identification presented to purchase the items belongs to the customer present.
If a customer is wearing a mask, and staff cannot verify their identification, then we will ask the customer to briefly remove their mask so we can verify their identity. If a customer is unable or unwilling to remove their mask, then unfortunately staff may have to decline the sale.