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EN
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   RECEIVING
   
    * Receiving a parcel
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 * BusinessOpen submenu
   
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 * Customer Service


Search
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ConsumerBusiness
 * SendingOpen submenu
   
   Back to overview
   
   
   SENDING
   
    * Sending a parcel
    * Sending a letter or card
   
    * Send now
    * Buy stamps
    * PostNL points

 * ReceivingOpen submenu
   
   Back to overview
   
   
   RECEIVING
   
    * Receiving a parcel
    * Receiving a letter or a card
   
    * Track & Trace

 * BusinessOpen submenu
   
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   BUSINESS
   
    * International parcel services
    * Domestic parcel services
    * International mail services
    * Domestic mail
    * Become a business customer

 * Customer Service

EN

Home
 1. Home
    
 2. PostNL Privacy Statement


POSTNL PRIVACY STATEMENT

You sometimes share personal details with us, such your address, so we can
deliver (a) parcel(s) to your home. We are committed to protecting this personal
data, and we comply with the laws and regulations regarding the use and
retention of this data. We would like to explain to you how we use your personal
data. This Privacy Statement applies to all businesses and services featuring
the PostNL logo; these are all online services falling within the remit of
PostNL Holding BV.


WHAT IS PERSONAL DATA?

‘Personal data’ refers to data which provides information about you or which we
can somehow relate to you, such as your name and address. You might share
personal information with us in the following situations:

 * You are a PostNL customer.
 * You have been in contact with us.
 * You have been using one or several of our services.

If you visit our website or use our app, you may, in some cases, share personal
data with us.


WHY DO WE PROCESS YOUR PERSONAL DATA?

We process your personal data because we seek to provide you with personalised
services. We use information relating to you which we have stored for this
purpose, so as to enable us to assist you as quickly and efficiently as we can
if you have any questions regarding any of our services. By ‘processing’, we
mean storing, analysing, altering/updating/modifying, deleting, forwarding, etc.


HOW DO WE USE YOUR PERSONAL DATA?

Below you can read about the various ways in which we use your personal data.


WE DO OUR WORK

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.


WE WILL NOTIFY YOU WHEN YOUR PARCEL IS ON THE WAY

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.


WE MAKE SURE THE POSTNL-APP WORKS PROPERLY

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


WE MAKE SURE THE POSTNL WEBSITE WORKS PROPERLY

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.


SOMETIMES WE SHARE YOUR DATA WITH AUTHORITIES

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 IMPROVE OUR SERVICES

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 PROVIDE YOU WITH INTERESTING INFORMATION ON OUR WEBSITE AND THE POSTNL-APP

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.


WE PREVENT FRAUD

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.


WE READ JOB APPLICANTS' CVS

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 OUR EMPLOYEES' 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.






WHOM DOES POSTNL COLLECT PERSONAL DATA FROM?

We keep personal data from anyone who has been in contact with us either
directly or indirectly. An example of indirect contact is if you order an item
from an online retailer and PostNL delivers the parcel to your home. In this
case, you have not shared your address with us personally, but we receive it
from the retailer instead.
We are also in possession of personal data relating to contacts, representatives
and vendors with whom we maintain business relationships.


WHAT TYPES OF PERSONAL DATA DO WE PROCESS?


BELOW IS A LIST OF THE CATEGORIES OF PERSONAL DATA WE PROCESS:


MAIL DELIVERY

Some examples of data we process:

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


PARCEL DELIVERY

Some examples of data we process:

 * Name
 * Address
 * Document number of parcel


STORAGE SERVICE

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


DIGITAL STAMPS

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


FORWARDING SERVICE

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

 * Name
 * Address
 * Email address


NEXT-OF-KIN SERVICE

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)


ONLINE SHIPPING TOOL

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


RELOCATION SERVICE

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


POSTNL'S WEBSITE AND APP

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.


POSTNL'S APP

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.

We only use this data for these activities – we do not store the data and do not
use it for any other purposes.


YOUR FEEDBACK ON POSTNL AND ABOUT POSTNL ON SOCIAL MEDIA

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.


YOUR POSTNL ACCOUNT

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.


CUSTOMER SERVICE/COMPLAINTS

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.

In the event of a (delivery) complaint or report, customer service will store
your contact and address details in addition to your name and the content of the
complaint/report.

In order to properly handle and discuss a (delivery) complaint from an addressee
of a letter or package, it may be necessary that third parties, such as
subcontractors engaged by PostNL and/or the relevant deliverer, can also gain
knowledge of the content of the complaint and certain personal data (for example
name and address details) of the addressee.


IF YOU ARE APPLYING TO POSTNL

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


IF YOU ARE A POSTNL EMPLOYEE

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.


WITH WHOM DO WE SHARE THIS PERSONAL DATA?

As a rule, we do not share your data with any individuals or organisations
outside PostNL, except when this is necessary to provide the service we have
promised you, for example if you are using our Relocation Service. In this case,
you indicate which companies should receive your address change through PostNL.
In some cases, we may be required to provide personal data, for example when
reporting cases of fraud. The following organisations are entitled by law to
request data from us in specific cases:


 * Law enforcement agencies
 * Judicial organisations
 * Regulators such as the Dutch Data Protection Authority (AP) and the Authority
   for Consumers & Markets (ACM)
 * Tax and Customs Administration (Belastingdienst)


HOW LONG DO WE STORE YOUR DATA?

We generally do not retain your data any longer than necessary. How long we keep
your data depends on the following factors:


 * For what purpose do we store your data?
 * How long are we required by law to store the data?


HOW DO WE PROTECT YOUR PERSONAL DATA?

We seek to treat your data with the highest level of security in the following
ways:


 * We spend a significant amount of time and money on protecting our systems
   containing personal data. We have a specific department for this purpose:
   Cybersecurity.
 * If there is a problem involving our security, causing people outside PostNL
   to be able to view the personal data, or if there is a situation which
   creates a risk of the data being compromised, we make a record of this and
   handle the situation with care. We report these incidents to the regulator,
   and, if necessary, to you.
 * Only employees who require access to your data can view this data. All our
   employees have signed a non-disclosure agreement (NDA), which remains in
   force even after they have left the company.
 * Our data processing operations are supervised by two organisations and a
   dedicated Data Protection Officer:
   * The Dutch Data Protection Authority (AP) monitors whether we comply with
     the General Data Protection Regulation.
   * The Authority for Consumers & Markets (ACM) monitors whether we deal
     appropriately with:
     * Cookies
     * Direct marketing
     * The National Do Not Call Registry (bel-me-niet-register)
   * The Data Protection Officer monitors whether PostNL handles personal data
     appropriately, and its legal duties are provided for under the law. The
     Data Protection Officer reports directly to the management board. If you
     have any questions for the Data Protection Officer, please send an e-mail
     to: fg@postnl.nl.


WHAT ARE YOUR RIGHTS IN RELATION TO THE PERSONAL DATA WE STORE ON YOU?

You are permitted to perform the following acts with the personal data we keep
on you:

 * View/access
 * Update/correct
 * Restrict
 * Delete
 * Object to the processing of the data
 * Receive the data in a manner that enables you to easily share it with others

Viewing and updating your data in your PostNL account

You can view and update your data in the following ways:

 * If you hold a PostNL account, you will see what data we store on you. There
   are many details you can change on the spot.
 * Please use this form to request or update your personal data. Alternatively,
   you can also object to the processing of your personal data.
 * If you have no computer or do not wish to send an e-mail, please send a
   letter, enclosing a copy of your identity document (for example, a passport
   or driving licence). Please note: make sure your Citizen Service
   Number/Burgerservicenummer (if applicable) is invisible on the copy of your
   ID. We request that you also write down the date and the reason for sending
   us a copy. This is a way of preventing fraud. Please send your letter, along
   with a copy of your ID, to the following address:

PostNL
Privacy Office
Verzoek persoonsgegevens (Personal data request)
Postbus 30250
2500 GG The Hague



You will receive a reply by mail, so as to prevent others from viewing your
personal data.


ABOUT THIS PRIVACY STATEMENT

This Privacy Statement applies to all businesses and services featuring the
PostNL logo and was modified on 14 December 2023. This Privacy Statement is
subject to change.


DO YOU HAVE ANY QUESTIONS ABOUT PRIVACY?

If you have any questions after reading this Privacy Statement about how we use
your personal data, please contact our Customer Service department or our Data
Protection Officer: fg@postnl.nl.

Of course, we hope that we answer your privacy-related questions correctly. If
you are nevertheless dissatisfied with our response, please submit a complaint
to the Dutch Data Protection Authority (Autoriteit Persoonsgegevens).



SENDING

 * Sending a parcel
 * Sending a letter or card
 * Send now
 * Buy stamps


Sending

RECEIVING

 * Receiving a parcel
 * Receiving a letter or a card
 * Track & Trace


Receiving

BUSINESS

 * International parcel services
 * Domestic parcel services
 * International mail services
 * Domestic mail
 * Become a business customer


Business

CUSTOMER SERVICE

 * FAQ and Contact


Customer service

QUICK LINKS

 * Track your parcel
 * Find a postcode
 * Send
 * PostNL locations


Quick links

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HELP

 * Customer service
 * Privacy statement
 * Cookie statement
 * Terms and conditions


Help

ABOUT POSTNL

 * About Postnl
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 * Press and news
 * Careers


About PostNL
© Koninklijke PostNL
 * Privacy statement
 * Cookie statement
 * Terms of use
 * Terms and conditions