PostNL Privacy Statement

PostNL provides a full range of services, including:

• Delivering parcels and mail
• Storage Service
• Digital Stamps
• Forwarding Service
• Next-of-kin Service
• Online Shipping Tool
• Relocation Service

We require your name and address for many of these services.

If you have ordered an item for home delivery, we will keep you updated by sending you an email containing the status of your order. Alternatively, we may do this by sending you push messages through the PostNL-app, or you can track your status using our Track & Trace feature.

The PostNL-app enables you to track your parcel or, for example, to see which mail items are on the way to you.

We use your personal data to analyse how you use the website. We use our customer data to ensure the site operates as effectively as possible.

In some cases, we are compelled to provide personal data to various authorities, including the Authority for Consumers & Markets (ACM), law enforcement authorities, and investigation services. We always check the competencies of these authorities before sharing this data.

We can improve our services by analysing and aggregating information derived from personal data. In analysing this information, we use anonymous data as much as possible which we cannot link to any individuals. Examples of items we create and improve through this analysis includes:

• We improve pages and forms on our website.
• We resolve the root causes of complaints.
• We develop new products, such as the Stamp Code, which you can use to send cards if you have run out of stamps.
• We produce reports for other organisations. These reports never contain any names and addresses, as this information relates to large groups of users (e.g. the number of parcels delivered in a specific postcode area).

We are pleased to share with you information on our website and the PostNL-app which is interesting to you, and we analyse your interests by carefully checking the following:

• When, and how often, do you visit the website?
• What pages do you view?
• What search terms do you enter?

If you give your consent, we will create a profile of you and store cookies on your phone, tablet or computer.

We also create different groups of users which are highly similar to each other – a process known as profiling. Business customers, for example, are interested in other products than consumers. This enables us to determine, for example, which products suit your needs and interests, or what questions you might like to ask us.

If you hold a PostNL account and have given your consent, we will create a customer profile for you and combine the information from your profile with other information relating to you which we may have in our possession, e.g. how many parcels you send on an annual basis. We will then create a customer profile, so as to be able to tailor our website and e-mails to your needs and interests, while our employees can use your customer profile to provide you with superior assistance and support.

In addition, we can, with your permission, use encrypted keys to display relevant advertisements to you on websites outside PostNL.

As part of our ongoing efforts to control and prevent fraud, we also use personal data if we believe someone is misusing our service. For example, we check video images if we suspect that an employee has engaged in fraud.

If you apply for a job with us, you send us your CV. We will keep this document and use it as reference during (an) interview(s). Read more about what we do with your personal data.

We use the personal data of employees and former employees for various purposes, including to pay their salaries. The law provides for what types of employee personal data we are authorised or required to have on file.

Some examples of data we process:

• Name
• Address
• Document number of each letter or card

Some examples of data we process:

• Name
• Address
• Document number of parcel

As part of this service, we temporarily store your mail instead of delivering it to your home. After the retention period, all mail held for you during your absence will be delivered to your home. Some examples of data we process:

• Name
• Address
• Email address

You can stamp your mail by printing the appropriate amount on labels: Some examples of data we process:

• Name
• Address
• Email address
• The amounts you use to stamp your mail

This service enables you to temporarily have your mail delivered to a different address. Some examples of data we process:

• Name
• Address
• Email address

This service enables you to have mail addressed to a deceased person delivered to another address. Some examples of data we process:

• Name
• Address
• Email address
• Death certificate
• Identification document of the estate executor (if applicable)
• Statement of power of administration provided by a civil-law notary (if applicable)

You can use this service to send parcels quickly and efficiently. Some examples of data we process:

• Name
• Address
• Email address
• Telephone number
• Sex
• Date of birth
• Bank account number
• Username and password
• User logins
• IP address of your PC, mobile or tablet

This service allows you to have your mail delivered to your new address. Alternatively, you can arrange for us to share your address with companies and organisations personally selected by you. Some examples of data we process:

• Name
• Address
• Email address
• Date of birth
• Sex

When you visit our website or use our app, we process your personal data. Some examples of data we process:

• The IP address of your PC, mobile or tablet.
• Details regarding your visit to the site or use of the app:
  • When did you visit these pages?
  • What were you looking for/what search terms did you enter?
  • Are you logged in to PostNL?
    
• Your cookie settings.
• Information we collect by using cookies. In our Cookie Statement, we explain what types of cookies we use and why, and how you can change your cookie settings.

The PostNL-app may use the following personal data:

• Your location details, for example to find a post office in your area.
• Your address book, for example to send a card to one of the contacts in your address book.
• Your camera – for example, to upload a picture or scan a code. You must give permission for this.

If you ask PostNL a question on social media or tag PostNL in a social-media post, we will save the message and your account name. This allows us to respond to your message and share information on PostNL.

If you have a PostNL account, you can use your personal data for multiple PostNL services. We track what services you use, and with what frequency. We store your ID account number for this purpose.

You can phone, and chat with, our customer service agents. If you chat, we will save the chat and we also keep records of the details of all phone calls – which is convenient if you contact us again in the future. Sometimes we outsource our customer service to a third-party service provider; in this case, this organisation will save your data. However, they will save this data only for the benefit of PostNL.

If you are applying for a job with us, we will process all the data you have included in your CV.

We keep various personal data relating to employees and former employees. If you would like to know what data this involves, please contact our HR department.