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My DHL


PRIVACY STATEMENT

Your personal data

DHL cares about your privacy. This Privacy Statement describes which data we and
the other DHL Group entities collect during our interaction with you. We also
describe why and how we use this date, how long we store it, where and how we
collect it, with whom we share it, and what your rights are.





SCOPE OF THIS PRIVACY POLICY

This Privacy Statement applies to all users of our services, websites,
applications, features, or other services anywhere in the world, unless covered
by a separate privacy policy.

This Privacy Statement applies to the following categories of individuals,

 * Shippers: shippers including their employees, or individuals who send a
   shipment;
 * Shipment receivers: any individual who receives a shipment;
 * Persons showing interest in our company and our services, or those who pay
   for these;
 * Business partners: business partners, including their employees;
 * Employment candidates: individuals that apply for a job with us;
 * Employees.

Our procedures for data protection are subject to the applicable laws and
regulations in the locations we are active. The procedures described in this
Privacy Statement are only implemented if this is permitted by regional or local
laws and regulations for data protection.




CHANGES TO THIS PRIVACY STATEMENT

We reserve the right to change this Privacy Statement because our services, the
manner in which we process our personal data, or the applicable laws and
regulations change. Therefore, we advise you to read through our Privacy
Statement regularly.




WHO IS RESPONSIBLE

The legal entity that acts as your data controller determines how and why your
personal data will be processed:

FOR DHL ECOMMERCE NEDERLAND

DHL eCommerce (Netherlands) B.V. /
DHL eCommerce (Services) B.V.
Reactorweg 25
3542 AD Utrecht
The Netherlands

Contact us (link is external)
FOR DHL ECOMMERCE BELGIË

DHL eCommerce (Belgium) NV/SA
Essenestraat 26
B-1740 Ternat
Belgium

Contact us (link is external)
FOR DHL ECOMMERCE GLOBAL

DHL International GmbH

Charles-de-Gaulle-Str. 20

53113 Bonn,

Germany

Contact us (link is external)



TYPES OF DATA WE PROCESS

We only process your personal data when required for a specific and allowed
purpose.

CONTACT DETAILS

Information to contact you e.g. when we collect or deliver a shipment. This
includes: your name, telephone number, address, email address.

ADMINISTRATIVE DATA ON EMPLOYMENT CANDIDATES & EMPLOYEES

Information that is used in HR systems relating to personal data belonging to
employment candidates and employees. This includes: your job applications,
competences, work visa, personnel file, employment contract.

USER AUTHENTICATION AND USER AUTHORIZATION

Information to identify you and to verify you as a user of our systems, and to
verify your access to specific data. This includes: your login ID, password.

PROFILE DATA

Information on your DHL profile e.g. to set your delivery preferences. This
includes: your delivery preferences, order history, and purchase history.

CONTRACT DATA

Information recorded in contracts e.g. contractual parties. This includes:
contractual activities, names of parties.

SHIPMENT DATA

Information enabling the collection and delivery of your shipment e.g. status of
your shipment. This includes: your address, shipment documents, proof of
delivery.

FINANCIAL INFORMATION

Information needed for invoicing, financial and payment processes e.g. a bank
account number for making payments. This includes: your bank account details,
electronic payment information.

IDENTIFICATION DATA

Data needed to identify you e.g. a passport photo to verify your identity. This
includes: your ID details, a copy of your passport, your driving license.

CHARACTERISTICS

Information needed to identify and differentiate you from other individuals.
This includes: your signature as proof of delivery.

TELECOMMUNICATIONS AND SURVEY DATA

Information you disclose to one of our employees by means of a chatbot, our app,
or by filling out an online survey e.g. when you call our customer services.
This includes: your feedback, where applicable conversation recordings,
transcriptions of conversations in a chat session.

MARKETING & SPECIAL OFFERS

Information you provide for marketing purposes, special offers, or competitions.
This includes: contact details, marketing preferences, and participation in a
competition.

PERSONAL DATA OBTAINED FROM THIRD PARTIES

Data used in handling claims, disputes or misconduct. For example, a recording
from an individual's doorbell camera or publicly available data online. 




WHY WE PROCESS YOUR PERSONAL DATA

At DHL eCommerce, we only process your personal data when required for a
specific and allowed purpose, namely:

 * to perform a contract or when you take steps to enter into a contract with
   us;
 * to comply with legal obligations;
 * to pursue legitimate interests and to protect your and our interests. Through
   these means, we look to improve customer satisfaction, our services, and to
   make it easier to communicate and interact with us. We also want to provide
   you with a fast, simple, and cheap service, as well as strengthen our
   relationship with you and manage the possibilities arising from that. This
   allows us to optimize our routes, to protect your personal data, and to
   ensure that no prohibited and unacceptable goods find their way into our
   network. We will ensure that there is a balance between these legitimate
   interests. Where applicable, you have the right to object;
 * consent that you can withdraw at any time.

We process your personal data for the following purposes:


FOR YOU AS OUR CUSTOMER 

To supply our products and services:

Purposes Legal basis for processing To collect and deliver your shipment To
perform a contract To manage your shipment throughout our worldwide network To
perform a contract, a legitimate interest To comply with all import and export
rules To perform a contract, legal obligation To identify you To perform a
contract, legal obligation, a legitimate interest, consent To support you when
you are using our tools To perform a contract To enable our business partners to
be of service to you To perform a contract, a legitimate interest, consent To
process your financial information To perform a contract To improve our service
A legitimate interest



To manage our relationship with you, including:

Purposes Legal basis for processing To improve your DHL experience, as well as
our products and services e.g. events, surveys To perform a contract, a
legitimate interest, consent To keep you up to date on our products and
services, which may be of interest to you A legitimate interest, consent To
expand our products and services To perform a contract, a legitimate interest,
consent To make it easier to use our website Consent To canvass new customers To
perform a contract, a legitimate interest To communicate with you To perform a
contract, a legitimate interest



To protect our / your products, including:

Purposes Legal basis for processing Physical and digital access control at DHL
locations A legitimate interest Video surveillance at DHL locations A legitimate
interest Tracking transport, trailers, roller containers A legitimate interest




FOR YOU AS A RECEIVER

To be able to deliver your parcel 

Purposes Legal basis for processing To be able to deliver your parcel to you To
perform a contract, a legitimate interest To keep you informed about the
expected delivery time of your parcel A legitimate interest To be able to inform
you of the status of your parcel A legitimate interest To get your parcel to you
as fast as possible A legitimate interest To improve our service A legitimate
interest




FOR YOU AS OUR BUSINESS PARTNER 

To provide services to us, including:

Purposes Legal basis for processing To manage our relationship with you To
perform a contract, a legitimate interest To provide your services to us To
perform a contract, a legitimate interest To comply with legal obligations To
perform a contract, legal obligation, a legitimate interest To improve our
service A legitimate interest




FOR YOU AS AN EMPLOYMENT CANDIDATE 

To welcome you to our company, including:

Purposes Legal basis for processing To register you as a candidate To perform a
contract, a legitimate interest To check your suitability To perform a contract,
a legitimate interest To employ you To perform a contract To keep you in our
database Consent




FOR YOU AS AN EMPLOYEE

To welcome you to our company, including:

Purposes Legal basis for processing HR and salary administration Performance of
a contract, statutory obligation, a legitimate interest Training & education
Performance of a contract, a legitimate interest Protecting goods, individuals,
and business facilities from unauthorized actions A legitimate interest
Monitoring business activities A legitimate interest Location data to keep
customers informed about their parcels A legitimate interest For your security A
legitimate interest




FOR EVERYONE

To protect and secure your personal data, including:

Purposes Legal basis for processing To safeguard the security of our networks
and information systems Legal obligation, a legitimate interest To protect you
and your products Legal obligation, a legitimate interest




VISITING OUR WEBSITE 

When you visit our web pages, we register your personal data that we need to
allow you to access the website (e.g. IP address. date. and duration of your
visit). Log files are kept to safeguard the functionality of our websites, as
well as the security of our systems. We have a legitimate interest in processing
your personal data. We delete your personal data as soon as they are no longer
needed to achieve the purpose for which they were collected.


USING VARIOUS APPS OR WEB APPLICATIONS

When you use one of our apps, we register the personal data that we need so you
can use the app. We also register any preferences or keep track of certain data
in these apps. If the web application in question is intended for customer or
consumer use, any delivered and/or shipped parcels will be linked to your
account. 


SCREENING A SHIPMENT

Shipments are screened to verify their contents, to check whether they
correspond with the detailed description, to check their value, and to ascertain
whether they comply with the applicable laws and regulations as well as our
terms and conditions. We screen all shipments for security reasons to prevent
any prohibited and unacceptable items entering into our network, and to detect
any criminal offences or abuse. We have a legitimate interest for processing
this data, as it ensures that you will benefit from the effective operation of
our services and continual improvement of our products. 


EXCEPTIONS IN THE SHIPMENT PROCESS

DHL endeavors to deliver your shipment with the utmost of care and without
delay. If we cannot deliver your shipment, it will be returned to the original
sender. If no address can be found, then the shipment will be processed by us at
the department set up solely for that purpose. We are permitted to open your
shipment to find a return or delivery address.


SCREENING OF REFUSED PARTIES

Refused parties are individuals or entities that have been placed on a list of
refused individuals by a legislative authority, and who are prohibited from
importing and exporting. These parties may have also been sanctioned by the
legislative authority on the grounds of illegal activities such as engaging in
terrorism, drug dealing, money laundering, or proliferation of weapons. Shipping
to or from these refused parties is often prohibited.

Each shipment in the DHL eCommerce network is screened for refused parties.
Shipment to or from potential refused parties may be stopped for further checks
to determine whether the shipment is indeed prohibited. To speed up the release
of the shipment, we may ask for a copy of your identity document.

Acting on the basis of your and DHL eCommerce’s legitimate interests, we process
your personal data and are permitted to retain strictly necessary data for a
limited period of time. This prevents any future shipments you send from
experiencing delays due to the screening process. You retain the right to make a
verbal or written complaint.

If you have any question concerning regulations, trade sanctions, and declined
parties, please visit the websites of the authorities concerned, such as the
United Nations, the European Union, and the US Government.


TELEPHONE CONVERSATIONS AND RECORDING CONVERSATIONS

In certain situations, DHL may phone you to clarify contractual specifications,
for feedback, or for marketing purposes. The legality of this is to perform a
contract, act on the basis of a legitimate interest, or gain consent. 

When you phone us or we phone you, the conversation can be recorded in relation
to a shipment, for training purposes, or for quality standards. We will process
the recordings of your conversations with us in accordance with the laws and
regulations for data protection and telecommunication. If your consent is needed
to record the conversation, the recording will only start once you have given
consent. You can withdraw your consent at any time. From that moment, the
recording of all communication will cease. In countries where recording
conversation is subject to a legitimate interest, you can object to the
recording.


CUSTOMER FEEDBACK 

DHL may contact you to register your feedback and experience with us. Your
comments help us improve our products and services. 


DIGITAL COMMUNICATION CHANNELS

To make communication between yourself and DHL easier, we offer the option of
contacting us using third-party communication channels (e.g. LinkedIn, Twitter,
or Facebook), as well as through our own communication channels e.g. the chat or
chatbot. These systems reply on the basis of key words, or redirect your request
to an employee in a live chat. This is a quick and simple way to find out the
status of your shipment or to obtain information on our products and services.
DHL has a legitimate interest in processing your personal data for facilitating
our communication. If you do not wish to communicate using this type of
communication channel, please contact customer services. For more information on
data protection practices by communication channel providers, please visit their
website.


COOKIES AND SIMILAR TECHNOLOGIES

DHL makes use of various technologies to store your user preferences or other
information to ensure that you can use our services in the best possible and
most efficient way. When you visit our website(s), you will be informed by means
of a preference menu that we require your permission to use certain cookies,
such as analytical cookies or similar technologies.


GEOGRAPHICAL LOCATION

DHL collects your location data directly from you. We offer you an improved user
experience on our systems by integrating map systems (e.g. Google Maps,
Microsoft Bing Maps...). Your location can also be used for tracking shipments,
finding locations, and delivering to DHL ServicePoints when you choose to divert
your shipment. 


VIDEO SURVEILLANCE “CCTV”

DHL has installed video surveillance cameras to monitor access to our buildings
and other locations such as parking lots, as well as to monitor our business
operations. Video surveillance is used to prevent unlawful acts and to guarantee
the safety of our visitors, personnel, as well as our own and your property, and
to monitor the operational processes at our facilities. Therefore, we have a
legitimate interest for security and access control purposes that are necessary
for the management of DHL’s buildings and those used by business partners during
the entire logistics process.


SOCIAL MEDIA

We make our social media pages available, such as Facebook, Instagram, Twitter,
or LinkedIn to improve our relation management with you and to communicate with
you. Therefore, we have a legitimate interest in processing your personal data. 


DHL SERVICEPOINTS

It is possible for you to collect and send your shipments from ServicePoints
located throughout the Netherlands. These DHL ServicePoints may be directly
owned by DHL or a third party business partner (e.g. your local newsagents). If
you choose to make use of a DHL ServicePoint, DHL will only process the minimum
amount of strictly necessary personal data to comply with our contractual
obligations. This may be to deliver your shipment to your chosen DHL
ServicePoint or to send your shipment to the chosen receiver.


PAYMENT PARTNERS

DHL offers you various payment options to simplify the process. We accept all
major debit and credit cards, as well as payments via online payment systems.
Your payment details will be processed according to the payment industry’s
processing standards, to provide the service you requested, and to meet our
contractual obligations.




HOW WE COLLECT YOUR PERSONAL DATA

Firstly, we collect and use your personal data to collect, transport, and
deliver your shipment.

We can collect your personal data directly or indirectly. When you actively
share information with us e.g. by creating an account, contacting us, filling
out a form on our website, or completing a questionnaire, we receive your
personal data directly from you. When we receive your personal data from an
external third party (e.g. a sender), then we receive your personal data
indirectly. In this case, it is the responsibility of the supplier of data to
ensure its accuracy and to transfer them according to the applicable laws and
regulations.


INFORMATION FOR OUR BUSINESS PARTNERS

We process personal data on your behalf as one of our business partners so that
we can manage our contracts with you and receive services from you.

We only collect and receive personal data that is necessary for our agreed
contractual purposes and will only share personal data in accordance with the
applicable data protection laws and regulations, and limited to the agreed
purposes.

We use your services to better serve our employees and our customers. This way,
DHL guarantees that our customers receive a quality collection and delivery
service for their shipments, shipment data management services, safety and
security partners, audits, payment providers, and IT hosting.




HOW LONG WE STORE YOUR PERSONAL DATA

We will store your personal data for no longer than necessary to fulfil our
purposes, perform our contracts, and comply with any legal obligations. 

We determine an appropriate and reasonable retention period by taking in to
account the nature, sensitivity, and necessity of your personal data in
conjunction with the legal requirements that are applicable in the various
different countries.

We continually strive to limit the storage of your personal data to a minimum
when the purpose, law, or contracts allow us to do so. 




HOW WE PROTECT YOUR PERSONAL DATA

DHL takes the security of your personal data very seriously. We have implemented
various strategies, controls, policies, and measures to keep your personal data
secure. Our security measures and continuously being improved. We use safeguards
such as firewalls, network intrusion detection systems, and application
monitoring. Where appropriate, we secure your personal data by using
pseudonymization and encryption techniques when storing and transferring your
personal data. We ensure that there are strict, physical access controls in our
buildings and certified data centers.

As part of our security strategy, we have set up audit programs to make sure
that our systems and services comply with DHL Group’s information security
policy, and by extension the ISO 27001 standard.

In addition, we are taking a number of ongoing measures to reduce risk, such as
(but not limited to) training our employees regularly and organizing incident
simulation exercises by our Cyber Defense Center.

The purpose behind this is to ensure the continuing operation of the IT system
and the prevention of unauthorized use or loss of personal data.




WHO WE SHARE YOUR PERSONAL DATA WITH

DHL will only share or transfer your personal data as part of performing the
objectives set out in this Privacy Policy, when this is permitted by the
applicable laws and regulations, and when the appropriate safeguards are place.

We share your personal data to the following categories of receivers: 

 * DHL Group entities: sharing is necessary among the companies of the DHL Group
   to deliver and improve our products and services. We can also share your data
   to manage our relationship with you, to identify you, and to comply with your
   rights on privacy.
 * Business partners: transferring data is limited to what is necessary and
   allowed (e.g. to collect your shipment or to deliver a shipment to a DHL
   ServicePoint, in some regions to collect and deliver your shipment.)
 * Government agencies: transferal is required according to the applicable law
   and regulations (e.g. to comply with legal obligations when processing of
   your shipment)

Your personal data is only transferred outside of the European Economic Area
(EEA) to other entities within the DHL Group, external business partners, or
government agencies, when this is permitted by the applicable personal data
protection laws and regulations. In such cases, we will ensure that the
appropriate safeguards are in place when transferring your personal data (e.g.
our binding corporate rules, standard contractual clauses). 

The DHL Group Data Privacy Policy(link is external) on data protection governs
our standards for the processing of your personal data.




WE RESPECT YOUR RIGHTS

Legislation on data protection lays down several right that you can exercise:


RIGHT TO OBTAIN

You have the right to be informed about the data we hold on you and to view it.

This includes your right to request additional information about the categories
of personal data that we process, for what purposes, the categories of business
partners to whom the data may be sent, and your other rights regarding our use
of your personal data.

We will respond within one month of your request, and if necessary, this period
can be extended twice by one month.


RIGHT TO RECTIFICATION

You have the right to rectify objectively inaccurate personal data.


RIGHT TO OBJECT

You have the right to object to certain types of data processing when this is
based on a legitimate interest such as direct marketing.


RIGHT TO WITHDRAW YOUR CONSENT

You have the right to withdraw your consent with effect for the future at any
time, if you have previously granted it.

Withdrawing your consent will not affect any previous processing since you had
given your consent at that time. 


RIGHT TO DATA PORTABILITY

You have the right to transfer your personal data to another controller. We will
give you an exported file of the data that you have provided to us.


RIGHT TO ERASURE/TO BE FORGOTTEN

You have the right, in certain circumstances, to have your personal data
removed. When your right to be forgotten is valid, and only if necessary, a
minimum of personal data on you can be retained to ensure that you are not
contacted again. If you use our services again, you will then be treated as a
new customer.


RIGHT TO RESTRICTION OF PROCESSING

You have the right to request a restriction on how your personal data is used.


RIGHT WITH REGARDS TO AUTOMATED INDIVIDUAL DECISION-MAKING INCLUDING PROFILING

Currently, DHL does not make any automated decisions that can lead to legal or
other consequences concerning you. If we do so in the future, we will do so in
accordance with the applicable laws and regulations. You have the right to
request a review of automated processing.

Please direct your request based on the above rights or any other queries
related to the Privacy Policy to our Data Privacy Official (DPO), via this
form(link is external).

DHL will not be able to process your request without sufficient proof of
identity. Please note that the applicable data protection laws may impose
conditions to exercise the above rights.




PRIVACY REQUESTS AND INQUIRIES (GDPR)

We handle all your requests and inquiries related to your privacy rights and the
GDPR with the care they deserve. For questions about the processing of your
personal data and your privacy, you can contact our Data Protection Officer
(DPO).

Contact us

If we do not resolve your issues, you can file a complaint with your local data
protection authority. For the Netherlands, this is the Dutch Data Protection
Authority(link is external) (Autoriteit Persoonsgegevens), and for Belgium, it
is the Data Protection Authority (Gegevensbeschermingsautoriteit(link is
external)).

This privacy statement was last updated: April 2024.




GLOSSARY

 * Customer: Relating to this privacy policy, customer means both business and
   private customer 
 * Business partner: Third parties providing services to us
   Communication channel providers: Third parties that provide their
   communication channels for our use
 * Controller: The controller determines how your personal data is processed and
   for which purposes
 * Data: Any personal data relating to an individual who can be directly or
   indirectly identified or who is identifiable
 * DHL eCommerce: DHL, we, us, our
 * DPO: The data protection officer ensures that data protection rules are
   adhered to by the company
 * Processor: The processor processes personal data solely on behalf of the
   controller
 * Shipment recipients: The party to whom the shipment is delivered, for example
   the receiver, neighbors
 * Sender: The party sending a shipment through us

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