Supporting our local customers, our communities and our teams
As independent family owned businesses, looking after our customers in our local communities is always our top priority. We understand the impact COVID-19 is having and want all our customers to know we are doing everything we can to support you and keep you informed.
Keeping Everyone Safe
We’ve implemented a number of changes to help keep you and our teams safe including:
- Cleaning and sanitising the most common touch points more frequently
- Limiting the number of customers in store at any time
- Prioritising the elderly and those with special needs
- Signage to remind customers to maintain social distancing
- You may be asked to pack your own bags
Thank you for your support and kindness during these times.
IGA Priority Shop
Looking after our local communities is now more important than ever. We encourage you to check on vulnerable and elderly friends, family, neighbours and those in need and offer to shop for them. For those who are self-isolating, don’t have support and can’t access essentials, IGA now offers a Priority Shop home delivery service to many areas that will offer a choice of four different package options.
Eligible customers include:
- The elderly (70+)
- People who are immunosuppressed
- Indigenous Australians (50+)
- People with a disability
- People who are required to self-isolate
- Front line health care workers
There are currently no plans to alter trading hours at this stage. Food supply is an essential service and we plan to keep serving our local communities. As a network we have continuity plans in place to do our best in the worst-case scenario. We are working with our supply chain partners to make sure we can keep supply up for our communities. We ask that everyone remain calm and purchase normal quantities to ensure everyone has fair access to stock.
IGA store owners are committed to serving their local communities and always have been. IGA stores are independently operated, they will continue trading as long as they possibly can whilst maintaining a safe environment for their staff and customers.
We’re working hard to keep our shelves stocked. We’ve put on more staff and whilst we’re placing more orders on the things you want to purchase; demand continues to remain high. Rest assured we are doing our best to keep up with your demand on the products that you need and want.
Purchase Limits on Key Items
In the spirit of helping everyone in our local communities access essential items, stores have placed purchase limits on items that are critically low in stock. These limits are being managed on a store by store basis and are increasing day by day.
Suppliers of these critical lines continue to work overtime to meet the increased demand, and they have placed additional staff into our warehouses to help us with ordering as well.
As IGA stores are all independently operated, please ask your store about their limits as each varies based on the demand of their local community.
Change of mind “return policies” suspended
IGA stores have different return policies, however given the magnitude of purchasing we are temporarily suspending “change of mind” return policies.
We’re actively helping the elderly and those with special needs in our community
IGA’s are each doing their own thing to take extra care of those most vulnerable in their communities, especially the elderly and those with special needs. Some stores are offering additional shopping hours, others already open quite early and have recommended suitable time slots for those customers to shop. Many have put on extra staff to help these shoppers do their shopping and some are dropping the groceries off to their locals in need.
Most importantly all stores will continue to prioritise the elderly or those with special needs at all service points in their stores. We understand it’s the little things that matter for these customers and early hours are not going to work for all, but locally owned means their service is suited to their local community. We appreciate your support in allowing us to support these customers.
Our stores are being cleaned more than usual
As food stores, we already have very high standards of cleaning and hygiene in place. However, as a precautionary measure the network of IGA’s are intensifying their cleaning practices. They are dedicating more time to sanitization procedures, focussed on the most common touch points in store.
Keeping you updated if there is a case in one of our stores
We continue to take advice from the Department of Health to make sure we’re taking all the necessary steps to ensure ongoing safety, including additional detailed cleaning in store where necessary.
We are committed to keeping our teams, customers and local communities safe. We are now limiting the number of customers in store at any given time to help prevent the spread of COVID-19. Whilst we are observing industry guidelines, each IGA store will have a different limit based on the store size. Please follow any in store signage and be patient with us if we ask you to line up outside in order to manage these in store numbers.
Today we are launching our home delivery service, IGA Priority Shop, a service to support customers who are elderly, vulnerable or isolated by providing essential grocery packs to their door.
Please be considerate in the way you shop and buy only what you need. Australia produces enough food for 75 million people, in a country of 25 million so there is no supply shortage of food in Australia. Remaining calm and sticking to the product limits helps everyone, especially the elderly and people with a disability access the products they need.
We are still here and plan to keep serving our local communities. We are working with our supply chain partners to continue to ensure we can provide our communities with the food and household essentials they need. IGA stores will continue to remain open even as other restrictions to services may be introduced.
As you are probably aware there has been a huge demand for many essential products in our stores. We’re working hard to keep our shelves stocked but demand continues to remain high and there have been recent situations where products advertised in our weekly catalogues, have become out of stock very quickly. Because of this, we have temporarily paused the distribution of the IGA catalogue to Australian households. We continue to have a wide range of products on special each week, which will be advertised in our digital catalogue on the 25th March, 1st April and the 8th April.
Please keep an eye out for these great specials in store. We apologise should you not be able to find these specials due to product availabilty and thank you for your understanding and support during this time.
The health and wellbeing of our local customers, communities and teams is our highest priority. Australia’s social distancing rules have been implemented to slow the spread of coronavirus. To help with social distancing while you shop, please remember to keep a trolley distance apart from other shoppers. We are currently taking additional precautions and ask that you wash or sanitise your hands before coming into store and wherever possible use card versus cash.