COVID-19 (Coronavirus) Latest Updates

We will keep this page up to date so please keep checking back for the latest developments.

Last updated Monday, 28th March 2022, 4:01pm

Kia ora Aotearoa,

The country is now operating under the new COVID-19 Protection Framework - The Traffic Lights. Whether you’re at Red, Orange or Green, we’ve got plenty of health and safety measures in place to help keep our team and customers safe. 

These measures include limiting the number of customers to make sure everyone has room to move around our stores safely, having plenty of hand sanitiser available, and making sure the COVID-19 Tracer App QR codes are clearly visible should you choose to use them.

Where possible, we’d encourage customers to continue to only send one shopper per family and make sure they’re wearing their mask - that’s a requirement for anyone in our stores!

The health and safety of our team and customers is our utmost priority. As more team members are required to isolate you may notice some of your favourite items are missing off our shelves. Be rest assured there is plenty of stock in our distribution centres and our team are working tirelessly to keep stock flowing onto our shelves while maintaining a safe environment for all customers and team. To ensure there are enough supplies to go around please make sure you only buy what you need. Remember, a little kindness goes a long way, be kind to our team and to others. 

We appreciate your ongoing support and patience at this time.

Frequently Asked Questions

Store Information

Have your store trading hours changed?

All of our stores are back to their regular trading hours.

What are the changes in store at the different traffic light levels?

The country is now operating under the new COVID-19 Protection Framework - The Traffic Lights. Whether you’re at Red, Orange or Green, we’ve got plenty of health and safety measures in place to help keep our team and customers safe. 

These measures include limiting the number of customers to make sure everyone has room to move around our stores safely, having plenty of hand sanitiser available, and making sure the COVID-19 Tracer App QR codes are clearly visible should you choose to use them.

Customers at any traffic light level are required to wear a mask or face covering in our stores. We’d also recommend continuing to send only one shopper per family to keep the the number of customers in our store.

Online Shopping

Are deliveries going to be contactless?

Yes. Under the new COVID-19 Protection Framework, all deliveries will remain contactless at all Traffic Light levels. 

My order has arrived, but lots of items are missing!

Unfortunately, supply chain issues mean your online order might not be provided to you in full. 

Please make sure you tick ‘Allow Substitutes’ for future orders so we can try and get you something else.

Shopping in our stores

Are there limits on the number of people in stores?

To make sure everyone has space to shop safely in our stores, we’ll be monitoring the number of people in our stores at any one time at all Traffic Light levels. Where possible, please only send one person per family to do the shopping and, if you’re feeling unwell, please stay home.

What can I do to stay safe when shopping in store?

We have a range of physical distancing measures in place in our stores to keep our team and customers safe. These measures include limiting the number of customers to make sure everyone has room to move around our stores safely, having plenty of hand sanitiser available, and making sure the COVID-19 Tracer App QR codes are clearly visible should you choose to use them. 

We’d encourage customers to use contactless payment options where they can and keep up good hygiene practices by washing their hands regularly and using the hand sanitiser available in our stores.

As mandated by the government, all customers will need to wear a mask or face covering in our stores. We also strongly recommend that customers continue to check in using the COVID app.

Do I need to pack my own bags?

Our team will gladly pack our customers’ bags at all Traffic Light Levels, under the new COVID-19 Protection Framework.

Are the deli and bulk food sections open?

Our delis are open and customers are able to BYO containers, but the bulk food section may be closed at your local store.

Do I have to wear a mask?

Yes. As mandated by the government, all customers will need to wear a mask or face covering when they are shopping in our stores.

Do you have masks for customers?

The vast majority of our customers are already wearing a mask in our stores, which is great! We know that a few people might forget theirs, so our team will have some on hand if needed. 

What if I can’t wear a mask?

The government has made face masks mandatory and we hope that all New Zealanders will understand the importance of this. 

All our stores will have signage to let customers know that masks are a condition of entry to our stores and we’ll have greeters at the entrance to help remind people to wear their mask. We’ll also have some masks available for customers who might forget their own. 

If there’s a legitimate reason someone isn’t able to wear a mask, such as a medical condition, just politely let our team know. 

Masks are a condition of entry to our stores and for anyone who forgets, we will offer them a mask. We understand that for some customers, wearing a mask isn't possible due to health reasons. We'd ask those customers to either get a member of their bubble to shop for them or, if this isn't possible, let our team know and ensure they are socially distancing themselves from any other customers and our team.

Wearing a mask or face covering can significantly reduce the risk of people who have COVID-19 spreading the virus to others, so we’d ask all New Zealanders to play their part and mask up.

Can I use cash to pay for my groceries?

We’d recommend using cards and paywave where possible, but we will have dedicated checkouts accepting cash payments if needed.

Are your team vaccinated?

We have recently made it a requirement that all roles across our business are to be performed by fully vaccinated team. 

Stock Levels

Is SuperValue running out of food?

No. We have plenty of food and groceries in New Zealand. There are ongoing global freight challenges, which has led to some shipment delays here in New Zealand. ​​It's likely that we'll continue to​ experience​ ups and downs with the supply of​ some products, but w​e’re working closely with our suppliers and supply chain partners to mitigate ​these​ impacts as best we can​. ​

In the meantime customers should shop as they normally would and be thoughtful of others to ensure that all New Zealanders have access to the food and products they need. There is no need to panic about food and groceries.

Physical Distancing

What is physical distancing?

Physical distancing is a term used by the Ministry of Health to describe less contact between you and other people.

The advice from the Ministry is that this will help prevent or slow the spread of COVID-19. The more space there is between you and others, the harder it is for a virus to spread.

What is SuperValue doing to maintain physical distancing?

The safety of our team and our customers is our main priority.

We’re supporting the Government’s recommendations to encourage physical distancing by using tools in our stores to help people create space between themselves and others, and our team. These include markings on floors, using the shopping trolley as a tool - supported by good hygiene practices.

How are you protecting your customers?

The safety of our team and our customers is our main priority and we have a number of measures in place to help prevent the spread of the virus. These include:

  • Maintaining our comprehensive food quality and hygiene standards across the store
  • A detailed cleaning programme in our stores every day, supported by increased cleaning across high traffic areas.
  • Signs in stores to encourage good hygiene and care for each other
    • asking those who are self isolating to not enter the store.
    • sharing guidance on common hygiene and physical distancing.
    • advising to use the size of a trolley as a distance guide between each other
  • Floor marking distance guides at checkouts.
  • Limiting the number of customers in our stores.
  • Recommending customers use Paywave where possible.

Health & Safety

Do you have hygiene wipes for trolleys and at store entry?

We have wipes at the entry and hand sanitiser at the exits of our stores nationwide for our customers and team to use.

We’re also reinforcing our good hygiene measures as well sharing Ministry of Health guidelines with our team. We’ve increased our regular store cleaning as a precautionary measure.

Can I still bring my personal, reusable containers in to be filled?

Yes - under the new COVID-19 Protection Framework, customers can BYO their containers at any Traffic Light level.

How can I be assured that your team are healthy?

The safety and health of our team is our priority. Across our business we have taken the opportunity to review our processes and are reinforcing our normal hygiene measures, sharing Ministry of Health guidelines on prevention and regularly communicating with our team across multiple channels about how to stay safe and healthy.

We have also put a range of measures in place that are designed to keep both our team and our customers safe and healthy. These include encouraging customers shopping in our stores to use their trolley as a distance guide and to follow new floor markings at checkouts. We’ve also got perspex screens in place at checkouts, service counters and pharmacies. We’ll also be putting up posters across the store to provide our customers and teams with helpful tips to minimise contact with others.

Other recommendations include using Paywave where possible and maintaining strict hand-washing routines prior to coming into our stores.
We’re following the government’s requirements around self-isolation for any of our team members who are returning to New Zealand from overseas travel or have been asked to self isolate.

What steps are your personal shoppers taking to ensure hygiene? Shouldn’t they be wearing gloves?

The health and safety of our customers and team is our utmost priority. We’re continuing to reinforce our good hygiene measures as well sharing Ministry of Health guidelines with our team.

Supporting our team

How are you supporting your team?

The safety, health and well-being of our team is our greatest priority. As our business is an essential service and our stores will be open each day, it’s really important that we look after them.

We are very grateful to our team members and suppliers who are working tirelessly to do the best job possible. Please continue to respect and support our team members, particularly if a product isn’t available or the checkout queues are longer than normal.