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
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
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.
Will the move to L2 impact stores' takeaway coffee? Will stores
with seated cafes open up under L2?
Stores offering a takeaway coffee service will continue to do so
under Alert Level 2 adhering to appropriate restrictions and
utilising contactless ordering and payment processes to keep
customers and staff safe.
Stores with seated cafes will be opening back up on a case by
case basis. Store cafes which have reopened, will comply with the
Government's 'three S' rule (seated, separated and single server)
and all customers will be asked to comply with these measures to
keep everyone safe. We ask customers to please visit their local
store's Facebook page to learn if their store's café seated area
Unless stated otherwise, all food and drinks, including coffee,
prepared or purchased on site, cannot be consumed on site. Please
note this does not apply at store cafes.
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
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
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.
Can I shop with my family?
We will continue to monitor the number of people allowed in
stores as we have during previous alert levels to maintain the
appropriate physical distancing. Stores are now allowing customers
to shop with their families on a store by store basis, but if you
can, please continue to shop alone. If you need to shop with your
partner or children, please comply with physical distancing
measures and stick together when shopping in store.
I've heard some customers are being pretty unkind to some of
your front-line staff.
We need customers to play their part in pulling together to
fight COVID-19 and we need to look after each other. The arrival of
COVID-19 has absolutely put pressure on our supply chain, but it's
robust and we're coping well under the circumstances. The
best thing people can do to help us get through this is to shop
normally and resist the temptation to stock up, this is where the
pressure comes. We have all the basics in good supply.
Our request is to please be kind to our staff on the front line,
they are humans like the rest of us, dealing with volumes akin to
Christmas every day. We may all need to take a deep breath from
time to time as everyone is doing their best. Please be patient
with staff and remember the Golden Rule: treat others how you would
like to be treated.
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 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
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.
Will checkout bag packers be coming back?
The return of checkout bag packers will be reintroduced on a
store by store basis. Please check with your local store for their
policy, but please be prepared to continue packing your own bags
and/or trolleys. This is so we can all maintain the 2m physical
distancing requirements within checkout areas. Thank you for
understanding and your flexibility.