Intelcom
{{short description|Canadian courier company}}
{{Use mdy dates|date=February 2025}}
{{Infobox company
| name = Intelcom
| logo = Intelcom logo.svg
| industry = Courier
| type = Privately held company
| founded = 1986 in Montreal, Quebec, Canada
| hq_location_city = Montreal, Quebec
| hq_location_country = Canada
| num_locations = 60 stations across Canada (2021){{cite news |last1=International |first1=Radio Canada |title=Montreal based parcel delivery company Intelcom expands to Australia |url=https://www.rcinet.ca/en/2021/04/06/montreal-based-parcel-delivery-company-intelcom-expands-to-australia/ |access-date=October 22, 2021 |work=RCI|date=April 6, 2021}}
| num_locations_year = 2018
| areas_served = Canada, United States, Australia
| products = Courier express services
Express mail delivery
| key_people = TBC
| subsid = Dragonfly Shipping Ltd.
| website = {{URL|https://intelcom.ca/}}
}}
Intelcom (also known as Intelcom Courier Canada Inc.) is a Canadian courier and package delivery company headquartered in Montreal, Quebec. The company delivers nearly 500,000 parcels per day across Canada.
Intelcom’s clients include Amazon as well as Pitney Bowes and Landmark Global, which handle shipping for Etsy and eBay. Intelcom significantly expanded its business operations to Australia in 2021. Since 2017, the company has been noted in Canadian media for its delivery issues and unsafe working conditions.
History
Daniel Hudon created the company in 1986 as a same-day delivery service for businesses.
In 2000, Canada Post bought 50% of Intelcom Express’ shares.{{cite web|url=http://publications.gc.ca/collections/Collection/P51-1-2001-3F.pdf|title=Les sociétés d'État et autres sociétés dans lesquelles le Canada détient des intérêts 2001|publisher=Treasury Board of Canada Secretariat |accessdate=January 2, 2018}} The process was controversial, as the company had ties to the Liberal Party of Canada. Critics questioned the fairness of the decision-making process at Canada Post.{{cite news|url=https://www.theglobeandmail.com/news/national/canada-post-backs-courier-with-links-to-liberals/article4142973/|title=Canada Post backs courier with links to Liberals|newspaper=The Globe and Mail|date=December 23, 2002 |accessdate=February 13, 2018|last1=Clark |first1=Campbell }} These shares were repurchased by Intelcom Express in 2007.{{cite web|url=https://www.canadapost.ca/assets/pdf/aboutus/financialreports/ar_2007-f.pdf|title=Bâtissons l'avenir ensemble Rapport annuel 2007|publisher=Canada Post|accessdate=January 2, 2018|archive-date=July 17, 2018|archive-url=https://web.archive.org/web/20180717213121/https://www.canadapost.ca/assets/pdf/aboutus/financialreports/ar_2007-f.pdf|url-status=dead}}
In 2012, Intelcom Express entered the pharmaceutical delivery business with the purchase of Le Livreur Plus Inc. and Eco Plus Inc. services for the province of Quebec.
In 2015, Amazon tested Intelcom’s delivery services. Shortly thereafter, they signed on to expand the relationship across the country. Intelcom then secured an investment from the Business Development Bank of Canada and the Caisse de dépôt et placement du Québec.{{cite web |title=BDC commits $900 million to invest in business transitions |url=https://www.bdc.ca/en/about/mediaroom/news_releases/pages/bdc-commits-900-million-invest-business-transitions.aspx |url-status=dead |archive-url=https://web.archive.org/web/20180202111807/https://www.bdc.ca/en/about/mediaroom/news_releases/pages/bdc-commits-900-million-invest-business-transitions.aspx |archive-date=February 2, 2018 |accessdate=January 2, 2018 |publisher=Business Development Bank of Canada}}{{cite web |title=Intelcom Courrier Canada Inc. |url=https://www.bdc.ca/en/bdc-capital/growth-equity/portfolio/pages/intelcom-courrier-canada.aspx |accessdate=January 16, 2018 |publisher=Business Development Bank of Canada}}
In 2021, Intelcom launched its subsidiary Dragonfly Shipping in Australia. Dragonfly Shipping became the first high-volume seven-day-a-week delivery service in Australia. In 2024, Intelcom expanded the Dragonfly brand to cover all regions outside of Quebec.{{Cite web |date=May 27, 2024 |title=Dragonfly Takes Wing as a Global Company |url=https://intelcom.ca/en/press/news/intelcom-dragonfly-new-identity/ |access-date=October 24, 2024 |website=intelcom.ca |language=en}}
Criticism
Beginning in late 2017, the company faced criticism in Canada for its delivery practices. The company, subcontracted by Amazon.ca to deliver Amazon Prime packages, was featured in a November 2017 segment on Radio Canada's consumer program, La Facture, which highlighted delivery issues.{{cite web |title=Amazon a des problèmes de livraison |url=http://ici.radio-canada.ca/tele/la-facture/site/episodes/394228/amazon-livraison-colis-achat-internet-maison-intergenerationnelle-repentigny |accessdate=February 13, 2018 |publisher=Radio-Canada}}{{Cite web |last=ICI.Radio-Canada.ca |first=Zone Société - |title=Les problèmes de livraison d'Amazon |url=https://ici.radio-canada.ca/nouvelle/1065873/problemes-livraison-amazon-endroits-publics-pas-securitaire |access-date=April 20, 2018 |website=Radio-Canada.ca |language=fr-ca}} The following month, Radio Canada wrote about Christmas gift thieves and featured Intelcom Express delivery problems in condominiums.{{cite web |date=December 11, 2017 |title=Vols de cadeaux de Noël au moment de la livraison |url=http://www.rcinet.ca/fr/2017/12/11/amazon-poste-canada-vols-de-cadeaux-de-noel-llivraison/ |accessdate=February 13, 2018 |publisher=Radio-Canada International}}
In June 2022, customers in Yellowknife and Whitehorse experienced theft, wrong packages, and delays. In response, Intelcom stated confidence in the quality of their services, citing internal performance indicators that showed they were meeting delivery requirements in Yellowknife.{{Cite news |last=Grunwald |first=Emma |date=August 3, 2022 |title=Amazon falls short of commitment to 5-day delivery in Yellowknife and Whitehorse |url=https://www.cbc.ca/news/canada/north/amazon-yellowknife-whitehorse-shipping-times-1.6536403 |url-status=live |work=CBC News}}
Diane Crocker, writing for Halifax-based PNI Atlantic News, noted widespread issues with Amazon deliveries since Intelcom began handling them in the area.{{Cite news |last=Crocker |first=Diane |date=March 27, 2023 |title=Refunds, lost parcels and delivery to wrong location among Corner Brook customer complaints about new Amazon delivery service |url=https://www.saltwire.com/atlantic-canada/refunds-lost-parcels-and-delivery-to-wrong-location-among-corner-brook-customer-complaints-about-new-amazon-delivery-service-100838128 |url-status=live |access-date=January 15, 2025 |work=SaltWire Network}} Similarly, a January 2023 CBC News report detailed delays and delivery errors in Kenora.{{Cite news |last=Law |first=Sarah |date=January 4, 2023 |title=Christmas is over, but some Kenora, Ont., residents say they still have presents in the mail |url=https://www.cbc.ca/news/canada/thunder-bay/kenora-intelcom-delivery-delays-1.6700447 |work=CBC News}} Intelcom attributed these issues to labor shortages that "complicated the partner responsible for the Kenora area to operate at full capacity."
In 2023, Steven Laperrière, general manager of disability rights advocacy group Regroupement des activistes pour l'inclusion au Québec (RAPLIQ), accused Intelcom of discriminatory practices due to their inability to accommodate special requests from customers with disabilities, stating it was grounds for discrimination under the Quebec Human Rights Commission.{{Cite news |last=Hendry |first=Leah |date=November 28, 2023 |title=Montreal man fed up with delivery companies ignoring instructions to meet mobility needs |url=https://www.cbc.ca/news/canada/montreal/amazon-delivery-issues-for-montreal-man-with-als-1.7042649 |url-status=live |archive-url=https://archive.today/20250115190829/https://www.cbc.ca/news/canada/montreal/amazon-delivery-issues-for-montreal-man-with-als-1.7042649 |archive-date=January 15, 2025 |work=CBC News}} Intelcom responded that they planned to update its system to better share personalized instruction with delivery drivers.
= Unsafe work conditions =
In 2020, delivery drivers in Ontario filed a complaint against Amazon, its subcontractor Intelcom Express, and the company that hires drivers for Intelcom Express, Seven Seas Services Inc., due to unsafe work conditions.{{cite web |first=Kelly |last=Bennett |date=January 30, 2020 |title=Amazon's need for speed creating safety risks, delivery drivers say |url=https://www.cbc.ca/news/business/amazon-drivers-working-conditions-health-and-safety-1.5443529 |accessdate=January 30, 2020 |publisher=CBC}} Similar concerns arose in Sudbury, Ontario, where blocked street access caused disruptions. Intelcom stated that it had cross-validated their actions with the Greater Sudbury bylaw department to ensure compliance with zoning regulations.{{Cite news |first=Mary Katherine |last=Keown |date=July 16, 2021 |title=Sudbury neighbours, trucking company at odds |url=https://www.thesudburystar.com/news/local-news/sudbury-neighbours-trucking-company-at-odds |archive-url=http://web.archive.org/web/20210716054945/https://www.thesudburystar.com/news/local-news/sudbury-neighbours-trucking-company-at-odds |archive-date=July 16, 2021 |access-date=January 15, 2025 |work=thesudburystar |language=en-CA}}
In November 2024, delivery drivers in Okanagan went on strike over unsafe working conditions. Intelcom reached a resolution after "collaborative discussions with the independent contractors who hire the drivers".{{Cite web |last=Reeve|first=Madison |date= November 20, 2024|title=Dragonfly delivery drivers in Thompson Okanagan strike again over unsafe conditions, replacement of workers - Kelowna News |url=https://www.castanet.net/news/Kelowna/518482/Dragonfly-delivery-drivers-in-Thompson-Okanagan-strike-again-over-unsafe-conditions-replacement-of-workers |access-date=January 15, 2025 |website=www.castanet.net |language=en}}{{Cite web |last=Reeve |first=Madison |date=November 19, 2024 |title=Amazon delivery contractor Dragonfly says 'path to resolution' found after driver protest - Kelowna News |url=https://www.castanet.net/news/Kelowna/518335/Amazon-delivery-contractor-Dragonfly-says-path-to-resolution-found-after-driver-protest |access-date=January 15, 2025 |website=www.castanet.net |language=en}}