COVID-19

 

 

 

FAQs

 

How will the move to L2 change physical distancing measures in store?

As the country moves from Alert Level 3 to Alert Level 2, the requirement to continue appropriate physical distancing, in particular from strangers, means that at Alert Level 2 customers will experience largely the same safety protocols at the supermarket as they saw during Alert Levels 3 and 4.

This means maintaining the 2m physical distancing length, managing in-store customer numbers, perspex screens and increased hygiene measures will continue to keep our customers and staff safe.

Why are there still long queues if we've moved down Alert Levels?

We are maintaining the 2m physical distance for customers and staff in and around the store so we can play it safe. Customers will still find floor decals, perspex screens and limited numbers in store so the 2m distance is maintained during your shop and as staff work hard to replenish shelves.

We continue to ask customers for their patience if their store has an external queue to enter the store or a queue at checkout.

By sticking to the 'one shopper per household' policy, we're able to allow more customers in store and keep external queues moving. When you shop with multiple members from your household, you're taking away spots for other customers to enter the store in a timely manner and lengthening the wait time for those who are waiting in the external queue.

Why do your stores still require the 2m distance when other businesses are only allowing 1m distance?

The requirement to continue appropriate physical distancing, in particular from strangers, means we need to keep the 2m physical distance requirement in stores since lockdown began so we can continue to play it safe.

Are you removing the queue prioritisation of emergency workers and medical professionals from stores at L2?

As New Zealand moves to Alert Level 2, we feel it is the appropriate time to cease priority queuing for emergency workers and healthcare professionals. We remain extremely appreciative of the hard work our emergency services, Police and medical teams have put in as the country has fought hard against COVID-19, however, priority queuing was put in place to facilitate access while store hours were limited during Level 3 and 4 – as opening hours have returned to normal it feels like the right time to revert back to normal shopping protocols as well.


Are stores changing their trading hours to comply with L2 and more people going back to work?

Most stores are back to their normal trading hours, but for confirmation, we recommend visiting the brand website or your local store’s Facebook page to stay across your store’s trading hours.

Will stores still have product limitations in place?

Most product limitations in stores have been removed and we encourage customers to continue to shop normally.

Will there still be queues to get into the store and at checkout?

With the need to maintain physical distancing, there may still be queues both outside and in-store, this is because shopper numbers in-store will continue to be limited. Security at store entrances are responsible for monitoring stores' numbers and stores' one in, one out policy.

Will Lotto be opening back up?

Lotto NZ counters are able to re-open under Alert Level 2 with additional health and safety measures in place to keep staff and customers safe. We ask customers to please adhere to the physical distancing measures at Lotto counters.

Are you bringing shopping baskets back under L2?

The reintroduction of shopping baskets at North Island stores will be managed on a store by store basis. Stores that are now offering shopping baskets again are thoroughly cleaning and sanitising them after every customer use. Additionally, there are trolley wipes available at stores if customers wish to wipe down their basket themselves before using it.

We apologise for any inconvenience if your store is not offering yet offering shopping baskets. We kindly ask you to please use a trolley in the interim.

Can I shop with my family?

Due to the continuing need to maintain reduced shopper numbers in-store to comply with physical distancing measures, we are continuing with our one person per household policy. This is to ensure we maintain appropriate customer numbers in store due to physical distancing measures. Shopping alone reduces the wait time in store external queues, which is important as we head into chilly, wet weather.

Will your stores require a contract tracing register?

Not at this stage. Physical distancing measures in stores remain at 2m and due to this high standard of distancing, stores are not required to keep a contract tracing register.

Are you going to keep sanitising trolleys and baskets?

Yes, robust cleaning and sanitisation processes for high-touch areas and objects such as checkout conveyor belts, self-checkouts, doorknobs and trolleys remains in place.

Are you still providing antibacterial wipes and/or hand sanitiser for staff or customers?

Our stores have sanitising facilities for customers to use including wipes for cleaning trolley handles and hand sanitiser dispensing units which are placed strategically around stores. Some stores might even have designated staff wiping down trolleys after customer use.

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 throughout the entire store and are aligned with food safety practices and frequent hand washing. Our checkouts are sanitised regularly throughout the day and again if any spills and leaks occur.

We advise customers to thoroughly and routinely wash their hands as maintaining robust personal hygiene and keeping physical distance from others remains the best defence against COVID-19.

 

 


 

Posted 12/05/2020

 

Four Square confirms supermarket safety protocols remain at Alert Level 2

Four Square 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.

The requirement to continue appropriate physical distancing, in particular from strangers, means that at Alert Level 2 customers will experience largely the same safety protocols at the supermarket as they saw during Alert Levels 3 and 4. We will continue to maintain the heightened cleaning protocols, perspex protection screens and physical distancing – and numbers in-store will continue to be managed to ensure both staff and customer safety. 

As New Zealand moves back to Alert Level 2, we remain extremely appreciative of the hard work our emergency services, police and medical teams have put in as the country has fought hard against COVID-19. Priority queuing was originally put in place to facilitate access while store hours were limited during Alert Levels 3 and 4 and as opening hours have now returned to normal it feels like the right time to cease this service.

Our  stores remain 100% committed to ensuring New Zealanders grocery needs are met, and the teams are firmly focused on managing supply, meeting customers’ needs and ensuring a safe and comfortable shopping experience for all.

Due to the continuing need to maintain reduced shopper numbers in-store to comply with physical distancing measures, we are continuing with our ‘one person, one trolley per household’ policy. This is to ensure we maintain appropriate customer numbers in store due to physical distancing measures. Shopping alone reduces the wait time in store external queues, which is important as we head into chilly, wet weather.

We acknowledge some of the physical distancing protocols will be challenging as we head into winter, and we ask customers to bear with us as the teams do their very best to keep queues outside to a minimum while adhering to health and safety requirements.

We ask shoppers to please remain patient and considerate of each other and our staff during this time – #shopnormal #shopsafe #bekind.

 


 

Posted 05/05/2020

Foodstuffs’ $1 million donation to support more than 30 charities across New Zealand

Foodstuffs’ brands – New World, PAK’nSAVE, Four Square, Gilmours and Trents – made a commitment in mid-April to donate more than $1 million to help New Zealanders who are facing tough times due to COVID-19.

 Read More

 


 

Posted 22/04/2020

Four Square and Dick Frizzell team up to support New Zealand charities

Four Square and New Zealand artist Dick Frizzell have joined forces to produce a limited-edition artwork print, with all profits of the prints going towards supporting New Zealand charities.

There are three New Zealand charities customers can choose from to support when they purchase an artwork print – KiwiHarvest, Lifeline and Women’s Refuge. 

“Four Square’s DNA is by locals for locals, and we have a responsibility to look after all New Zealanders and our communities, especially during this challenging time,” says Kamran Kazalbash, Head of Marketing and CX for Four Square. “We collaborated with Dick to identify how we could support local charities who are experiencing an increase in demand due to COVID-19.

KiwiHarvest, Lifeline and Women’s Refuge are incredible charities who have a presence in every community across the country. We’re giving customers the option to choose which charity they would like to support so they can have a positive and direct impact on a charitable cause that is close to their heart.” 

The limited-edition artwork print, in true Dick Frizzell style, features Mr. Four Square and his family, reminding New Zealand to stand together in solidarity during an unprecedented time. Mrs. Four Square and their two children are rarely featured publicly and are reprising their roles to complete the Four Square family. Every artwork print is also hand-signed by Dick. 

“Dick’s artistry is synonymous with New Zealand culture, and Four Square has been an integral part of New Zealand culture for almost 96 years,” says Kazalbash. “Supporting one another, especially our most in-need individuals and communities, is the New Zealand way and we’re proud to be able to help in any way we can.” 

“Four Square has transcended from being your local supermarket into something much bigger in our cultural narrative,” says Dick Frizzell. “I’ve been painting Mr Four Square for decades, and he’s always been a Kiwiana symbol of nostalgia and local pride. It makes sense to bring him out during this time and remind New Zealanders that once was will be again, and there is always a light at the end of the tunnel.” 

The limited-edition artwork print costs $99, including delivery, and can be purchased here

 

 


 

Posted 14/04/2020

We know how much you care about your thriving local community. It’s a passion that's shared by our Four Square Supermarket teams throughout New Zealand. Access to healthy and affordable food for you and your community is vital – especially those who are struggling the most.

This need is even more critical right now as the economic impact of COVID-19 starts to affect so many Kiwis. We don't underestimate that this is a serious and challenging time for you, which is why the Four Square Supermarkets team is proud to be part of Foodstuffs' donation to New Zealanders in need.

Supporting New Zealand

On behalf of both Foodstuffs Co-operatives, all New World, PAK'nSAVE and Four Square Supermarket teams and owner operators across New Zealand, we want to say thank you.

· We're grateful for the kindness and understanding you are showing as we continue to navigate these challenging times
· We remain committed to playing our part to feed New Zealand

Our locally owned stores and Foodstuffs co-operatives already support many organisations doing great work in our local communities – from food banks to schools, community initiatives and charities

· Last year our stores donated the equivalent of 8 million meals to New Zealanders through food rescue partnerships alone
· We're proud to continue supporting their incredible work

A boost in support for those who need it most

To further support our communities, we will be donating more than $1 million to help New Zealanders who are facing tough times due to COVID-19, through a number of our charitable and social partners.

This additional $1m donation will enable key community partners to support Kiwis in-need even further, and enables them to kickstart innovative initiatives aimed at getting groceries to our most physically and financially vulnerable during this time.

The organisations will include existing partnerships we have such as local community food banks, food rescue partners, Eat My Lunch, and the Student Volunteer Army.

Thanking you and our amazing staff

Thank you our amazing staff and customers, you have been patient, kind and supportive over the past few weeks. During this time:

· We have hired more than 1500 employees to meet your needs
· We look forward to continuing to build on our 39,000 strong workforce
· We are giving our waged front-line, distribution and transport employees a 10% allowance on top of their pay for the hours worked throughout the lockdown

Working hard to meet your needs

We are incredibly proud of our team who have been working hard to keep stores clean, well-stocked and open over the last six weeks. During that time there have been significant shifts in demand for a variety of food, grocery and household essentials.

· Our supply chain has been working 24/7 to keep store shelves stocked to meet customers’ changing needs and our stock level in stores is normalising

· Our amazing teams continue to stock shelves throughout the day and night so you have access to the products you want regardless of what time you shop with us

Thanks again for your understanding and kindness as we navigate these challenging times together.

 


Posted 09/04/2020

How to shop safe this Easter

The staff at your local Four Square want to ensure you can shop for your Easter essentials safely. Here are some things you can do to help our stores:

Check your local store opening hours for Easter weekend
Each store will have different opening hours to meet the needs of their local communities. Please check online to find your local store’s opening hours so you can plan the time of your shop.

Plan what you need before you shop
Getting in and out of the supermarket quickly is important to ensure we all limit contact and stay safe. Make sure you know exactly what you need to buy to make your shop as efficient as possible.

Designate one person to do your shop
To help limit shoppers please send just one person from your ‘bubble’. This means everyone can move freely around the store and maintain a safe distance from fellow shoppers and staff.

Follow physical distancing guidelines
Remember to maintain a two metre physical distance from staff and customers when in store and wait at the designated floor markers when in line to help keep everyone safe.

Be patient and kind
Let’s continue to be patient, kind and considerate towards other shoppers, staff and one another. We know things are taking a little longer, but with your help and kindness we can all get through this together.


From all of us at Four Square,
Happy Easter and kia kaha Aotearoa.

 

 

 




Posted 27/03/2020

Four Square 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 Four Square 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.

“We know it might be hard for emergency services and medical personnel to do their shop at a fixed time every day,” says Chris Quin, CEO of Foodstuffs North Island. “Our goal is to provide New Zealand’s much needed essential personnel with the opportunity to do their shop whenever they need to and not have to wait in any line. They are making an incredible commitment to keep us safe as we unite to fight against COVID-19 and we are incredibly grateful for their service.”

The offering applies to all Military, Civil Defence, Police, Fire and Emergency, Ambulance, and medical professionals, including DHB personnel, doctors and nurses.

“As New Zealand works together to eliminate COVID-19, our emergency services and medical teams are going to be critical to help New Zealanders stay safe and well,” says Steve Anderson, CEO of Foodstuffs South Island. “We’re proud to be able to do our bit to make their lives easier when we know they’ll be working long and stressful hours. They deserve priority access all day every day, and our essential working staff look forward to serving them.”

 

 


 

Posted 09/04/2020

As we’re sure you’re aware, New Zealand will enter the Alert Level 4 ‘Eliminate’ phase of the National Pandemic Plan at 11.59pm on 25th March 2020. The team at PAK’nSAVE 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 PAK’nSAVE stores will remain open as the Government has identified supermarkets as one of the essential services during Alert Level 4.

Here are some changes that you’ll see in your PAK’nSAVE store:

Managed customer numbers in-store

Stores will be limiting the number of shoppers in-store at any one time. This is incredibly important to ensure you can move freely around to get your grocery essentials and maintain a safe physical distance away from others. 

Reduced number of staff on shop floor

Stores may reduce the number of employees working on the shop floor at any one time. This is to maintain the recommended 2 metre physical distance between individuals. Please respect the appropriate physical distance recommendation as per the Ministry of Health’s guidelines. 

And please remember to:

Nominate one person to do your grocery shop  

We’re asking you to please shop alone. This is to ensure we can keep the number of people in-store at any one time to a minimum.

#shopnormal

Please shop like you normally would and remember there is no need to stockpile. Please only buy what you need and be fair to others who may not have the budget or transportation to stock up. There is enough supply in New Zealand – when products are out of stock on the shelves, it only means there are more on the way to keep up with the sudden increase in purchases. 

Be kind

With everything that’s going on in the world it’s important that we continue to be kind and considerate towards other shoppers, staff and one another. Together, we can nail this. 
Remember, we’ll remain open – PAK’nSAVE is a core essential service and we are fully dedicated to supporting New Zealand through this.

 

 


 

25.03.2020

As we’re sure you’re aware, New Zealand will enter the Alert Level 4 ‘Eliminate’ phase of the National Pandemic Plan at 11.59pm tonight. The team at Four Square 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 Four Square stores will remain open as the Government has identified supermarkets as one of the essential services during Alert Level 4.

Here are some changes that you’ll see in your Four Square store:

Managed customer numbers in store

Stores will be limiting the number of shoppers in-store at any one time. This is incredibly important to ensure you can move freely around to get your grocery essentials and maintain a safe physical distance away from others.

Reduced number of staff on shop floor

Stores may reduce the number of employees working on the shop floor at any one time. This is to maintain the recommended 2 metre physical distance between individuals. Please respect the appropriate physical distance recommendation as per the Ministry of Health’s guidelines.

Pack your own bags

We’re now requesting that you please pack your own bags, as one of our staff protection measures, but do ask for assistance if this is not possible.


We’d like to help you get through your shopping as safely and quickly as possible – for a full list of all current adjustments to Four Square stores, please visit our website.

And please remember to:

Nominate a family member to shop

We’re asking you to please shop alone. This is to ensure we can keep the number of people in-store at any one time to a minimum.

#shopnormal

Please shop like you normally would and remember there is no need to stockpile. Please only buy what you need and be fair to others who may not have the budget or transportation to stock up. There is enough supply in New Zealand – when products are out of stock on the shelves, it only means there are more on the way to keep up with the sudden increase in purchases.


Be kind

With everything that’s going on in the world it’s important that we continue to be kind and considerate towards other shoppers, staff and one another. Together, we can nail this. Remember, we’ll remain open – Four Square is a core essential service and we are fully dedicated to supporting New Zealand through this.


 

 

 


 

23.03.2020

As you will likely be aware Prime Minister Jacinda Ardern announced today that New Zealand has moved to Alert Level 3 of the National Pandemic Plan in order to flatten the curve of COVID-19. These are extraordinary times and if we are to protect our people, extreme measures do need to be taken.

Please be assured that our Four Square stores remain 100% committed to ensuring your grocery needs are met and we are doing everything we can to make this happen.

Supermarkets are one of the essential services, as identified by the government and will remain open and able to meet your needs. Please be aware, the alert Level 3 status will now impact how our stores will operate: 

Reduced store hours

Individual stores will determine their own operating hours and may choose to reduce them to be able to restock shelves. Individual stores will make this call based on the needs of their community. Any updates to store hours will be made on this page, please check here to stay across your supermarket's trading hours.

Staff protection measures

You will begin to see various (but not necessarily all) staff protection measures in place at your local store including staff wearing masks, protective screens at checkout and floor decals communicating the appropriate 2.0m physical distancing length. We ask you to please comply with store signage and staff direction to maintain physical distancing. 

Community shopping hours

We’re in communication with elderly support groups and they have told us specific shopping hours aren’t what they are looking for, it is also not aligned with Ministry of Health guidance for the over 70s to stay at home. The most important message here is for you to #shopnormal, so there is product on the shelves for the elderly when friends and relatives are shopping for them. 

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 you to please shop alone when coming into your local store. 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. 

Contactless payments

We encourage customers to use contactless payments as another way of reducing contact between customers and staff. Help us keep you safe. 

#shopnormal

Please don't stockpile. This is so everyone has an opportunity to buy their grocery essentials. Please buy what you need and be fair and kind to others. 

Be kind

We are asking you to please support us as we work hard to continue meeting our goal of ensuring everyone has access to grocery essentials. We ask that everyone please remains patient and considerate to each other and staff during this time.

We’ll continue to be there for you during this hard time. Please be patient, considerate and kind and we’ll get through this together.

 

 


 

22.03.2020

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. But please be assured, we will continue serving New Zealand and meeting Kiwi’s everyday grocery needs. We are a business where every store is locally owned, and each store is making the best decisions every day for their community as this situation unfolds.


But we do want to ask our communities to support us as we work hard to achieve this. Please remain patient and considerate to each other and our staff during this time – our people are placing feeding New Zealand ahead of their own personal needs and we are incredibly grateful for their selfless commitment.


Please #shopnormal and we will do all we can to support you.

Kia kaha New Zealand.


 

 

19.03.2020

A message from New Zealand's supermarkets:

Kia ora New Zealand


We understand this is a very uncertain time for our country. We’re all concerned about the health and safety of our family, friends and communities.

And we know that access to safe, quality food and groceries is essential to our health and peace of mind.

We want to help alleviate some of the uncertainty many of us are feeling by letting you know that when it comes to food and groceries, we’ve got you covered.

New Zealand grows and makes some of the best food in the world (in our humble opinion), and our distribution centres and store teams are going above and beyond to make sure we’ve got plenty of it available on our shelves. But, we need your help:

Shop like you normally would
Buying more than you need means others go without. Be considerate and avoid stockpiling. By all means pick up a couple of extra things in your shop, but there is no need to stock up for weeks in advance.

Shop in our stores
They are safe. While we’ve always had very thorough cleaning, hygiene and food safety processes in our stores, we’ve increased these measures even further to help keep our team and our communities safe and well.

Look out for each other
In times of uncertainty a little kindness goes a long way. Please be kind to fellow shoppers and to our store, supply chain and call centre teams, who are working around the clock to keep shelves stocked and your needs met. They’re our heroes.

Feeding our communities is our No.1 priority and if we all work together, and take care of each other, we can make sure there’s plenty for everyone.

Thanks New Zealand - with your support, we’ve got this.

 


 

17.03.2020

We’d like to assure our customers that Four Square 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.

 

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.

 

We’re working with our stores and cleaning service providers to provide additional sanitising facilities for customers which include wipes for cleaning trolley handles and hand sanitiser dispensing units which will be placed strategically around stores. Many stores already have these units in place and our service provider is actively working with remaining stores to get the facilities in place.

 

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 here

 

We remind customers to please shop as you normally would. Whilst in store you may see some limits on lines of products – this is to ensure that there is enough for everyone.

 

We’re grateful for your cooperation and will keep you informed if the situation changes. We recognise that these are unsettling times, and we want you to know that the safety of our customers and staff are our priority.

 

As you can appreciate we are currently receiving unprecedented high volumes of calls and emails from our customers so we ask that you please refrain from contacting us unless it’s urgent – thanks for your patience and understanding. 


 

Four Square and Dick Frizzell team up to support New Zealand charities

Four Square and New Zealand artist Dick Frizzell have joined forces to produce a limited-edition artwork print, with all profits of the prints going towards supporting New Zealand charities.

There are three New Zealand charities customers can choose from to support when they purchase an artwork print – KiwiHarvest, Lifeline and Women’s Refuge.

“Four Square’s DNA is by locals for locals, and we have a responsibility to look after all New Zealanders and our communities, especially during this challenging time,” says Kamran Kazalbash, Head of Marketing and CX for Four Square. “We collaborated with Dick to identify how we could support local charities who are experiencing an increase in demand due to COVID-19.

KiwiHarvest, Lifeline and Women’s Refuge are incredible charities who have a presence in every community across the country. We’re giving customers the option to choose which charity they would like to support so they can have a positive and direct impact on a charitable cause that is close to their heart.”

The limited-edition artwork print, in true Dick Frizzell style, features Mr. Four Square and his family, reminding New Zealand to stand together in solidarity during an unprecedented time. Mrs. Four Square and their two children are rarely featured publicly and are reprising their roles to complete the Four Square family. Every artwork print is also hand-signed by Dick.

“Dick’s artistry is synonymous with New Zealand culture, and Four Square has been an integral part of New Zealand culture for almost 96 years,” says Kazalbash. “Supporting one another, especially our most in-need individuals and communities, is the New Zealand way and we’re proud to be able to help in any way we can.”

“Four Square has transcended from being your local supermarket into something much bigger in our cultural narrative,” says Dick Frizzell. “I’ve been painting Mr Four Square for decades, and he’s always been a Kiwiana symbol of nostalgia and local pride. It makes sense to bring him out during this time and remind New Zealanders that once was will be again, and there is always a light at the end of the tunnel.”

The limited-edition artwork print costs $99, including delivery, and can be purchased here.

ENDS

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