PostNL Privacy Declaration

This Privacy Declaration applies to all online PostNL-branded services falling under the PostNL NV and equipped with the PostNL logo, except for those services that make reference to a specific applicable Privacy Declaration.

PostNL NV and its Belgian subsidiaries (hereinafter referred to as "PostNL") strive to provide high-quality services, where reliability is a key factor. Respect for the privacy of our customers and website visitors, and careful handling of their personal data, is something that we consider to be an important part of the reliability of our products and services. This Privacy Declaration provides general information about how we handle your personal data.

Our objective

Our objective is, of course, to provide you with the best possible service. We want to offer a targeted and personalised service; and for this, we need your personal data. We ensure that we comply with the laws and regulations that apply to the use of personal data. We believe it to be very important that our services are transparent, reliable and personal. You can trust us to take care with your personal data.

What is “personal data”?

As soon as information can identify you as a person, it is called personal data. Examples of personal data include your name, address, date of birth and bank account number. Your IP address or username can also be considered as personal data. 

This Privacy Declaration tells you how your personal data is used, and what measures we take to protect your personal data. Our Privacy Declaration contains the following components:

1. We require your personal data so you can make use of our services.

What personal data do we process?

We want to provide you with the service you expect from us. We require your personal data to ensure you can make use of our services. Depending on the service you purchase from us, we can request some or all of the following personal details from you:

  • Name
  • Address
  • Post code
  • City
  • Country
  • E-mail address
  • Telephone number
  • Gender
  • Date of birth
  • Bank account number
  • Username and password
  • User logs
  • IP address
  • Language

We need some specific personal data from you for some PostNL services. Obviously, this personal data will only be used for this particular service if you purchase this service. You can see which personal data this is and why we need it in the diagram below.

Service
Personal data
Why do we need this?
PostNL mobile applications
Access to your location details
Some mobile applications provide functionality based on your location information; for example to find your nearest PostNL location. If you want to make use of this functionality, we will only use your location information in association with that functionality. We will not store this information and will not use it for any other purposes. You will first be asked for permission (once only) over the telephone.
PostNL mobile applications
Access to your address book
Some mobile applications have functionality that requires access to your address book. If you want to make use of this functionality, we will only use these details in association with that functionality. We do not store this information and do not use it for other purposes. You will first be asked for permission (once only) over the telephone.
PostNL mobile applications
Access to your camera
Some mobile applications have features that require access to your camera; for example, to scan a particular code or to upload a photo. If you want to make use of this functionality, we will only use your details in association with that functionality. We do not store this information and do not use it for other purposes. You will first be asked for permission (once only) over the telephone.

The personal data you provide us will only be used for the purposes that we have stated to you in advance. You can find more information about some of these purposes further in this Privacy Declaration.

2. We only use your personal data for the purposes described in this Privacy Declaration. We will never sell your personal data to other parties.

We only use your personal data for the purposes described in this Privacy Declaration.

We want to be honest and transparent about the use of your personal data.

The personal data that you provide us in order to be able to purchase a service or product from us will only be used for the purposes described below. We will not sell your personal data to third parties.

What do we use your personal data for?
When do we do this?
The most important thing is that we can help you as much as possible in order to deliver the products or services. For this, we need your personal data. We will only use this personal data for this purpose.
If you purchase a product or service from us.
We would also like to give our customers the correct information about their order. If you purchase a product or service from PostNL, we will keep you informed about the status of the order via e-mail. For example, we will inform you about the order status, or if your order has been delivered to your home.
If you have not already unsubscribed. If you do not want this, you can unsubscribe using the link at the bottom of the e-mail.
With your permission, we would like to keep you informed about interesting news concerning different products and services offered by PostNL or third parties. We will also bring you regular updates about similar products of our own.
Only with your permission or if you have not already unsubscribed. You can unsubscribe by clicking the link in the e-mail.
We try to track abuse of our services as much as possible. In certain circumstances, we use your personal data for monitoring the production process and/or to prevent and/or detect fraud.
If abuse is suspected.
If you have questions or complaints, we try to help you as quickly as possible. In some cases, this requires us to have access to your personal data.
If there are specific questions or complaints.
If we intend to use your personal data for any other purposes other than those described above, we ask for your permission in advance.
Only with your permission.

If there are changes related to the use of your personal data, we will inform you accordingly and ask for permission if necessary.

Furthermore, the possibility exists that we may be required to provide personal data to authorities or other third parties. For example, if this is necessary due to a legal obligation or for the performance of a public duty.

3. We will keep you informed about interesting information concerning relevant PostNL products or services.

We can send you relevant information about similar products and/or services of our own, unless you have stated that you prefer not to receive the information. 

We also use your personal data for sending interesting information about various PostNL products or services that may be of interest to you. Of course, only after you have provided permission.

You can always unsubscribe.

We offer you the opportunity to unsubscribe at any point. You can unsubscribe by clicking "unsubscribe" at the bottom of an e-mail from PostNL.

4. We would like to offer you customised services; we do this by showing you information from our website that is as relevant as possible, and by making interesting offers.

We would like to offer you services that are interesting, relevant, customised and user-friendly.

We would like to be of extra service to you, and to increase the accessibility and ease of use of our services as much as possible. If you provide us with permission, we will use your personal data to send you offers that we think you may find interesting.

Take advantage of personalised offers.

We are continuously working to improve our services to provide you with an even better service. Whether it's sending a package online, or if you need more information about a service. Everyone has his or her own preferences and wishes, and we want to meet these in the best way possible. We store certain preferences of yours to be able to provide you with an even better service, and for you to be able to take advantage of relevant offers. For example, if you have sent packages through our online service in the past, we may be able to make you a nice offer to send packages using our Online Shipping Service in the future.

The factors taken into consideration when sending personal offers are, for example:

  • Your gender;
  • Previously-viewed product or service categories during your visit;
  • Your place of residence (for example, for local offers);
  • Your purchase history.

To improve our services, we will process your personal data throughout the whole of PostNL.

We use the personal data that we collect through our services to provide you with the best services, as well as using them as a basis for developing new services. With your permission, we use your personal data to provide you with personalised content, such as more relevant sale suggestions and targeted advertisements.

5. For some services, we use third parties to support us in providing the requested product or service to you. Of course, we make sound agreements with these third parties about the careful handling of your personal data.

For some services, we use third parties. In this case, we may share your personal information with these parties. 

Most external parties support us in providing you with the product or service you have requested. In some cases, this may involve additional services, such as marketing activities. Of course, we make sound agreements with these parties concerning the careful handling of your personal data.

Supporting external services. 

When providing a service, we sometimes use third parties to support us. For example, we use a payment provider for the financial processing of the payment. We make clear agreements with these parties concerning the careful handling of your personal data. Your personal data may only be used for carrying out the requested service.

Examples of categories in which we make use of external parties include:

  • Payment providers;
  • Hosting providers;
  • External service providers;
  • Data processing parties.

6. If you make use of a PostNL Account, you can easily manage your personal data from a central location.

What does PostNL do with your PostNL Account?

If you make use of the benefits of a PostNL Account, this additional provision applies to you.

It is easy to manage your personal data and make use of many PostNL services through your PostNL Account from one central location. This means, for example, that you do not have to re-enter your personal information all the time; your PostNL Account will automatically populate this personal data for you.

The personal data that you manage in your PostNL Account will be used for the following purposes:

Additional objectives when using PostNL Account
When do we do this?
The offer of a PostNL Account in which you can access various PostNL services easily. Your personal data will only be shared with service providers from the PostNL Account whose services you actually make use of.
Only if you are using a PostNL account and you have therefore given your permission.
The offer of a PostNL account in which you can manage your personal data.
Only if you are using a PostNL account and you have therefore given your permission.
We keep statistics to identify and analyse how and to what extent the various services linked to the PostNL Account are used by users of a PostNL Account.
Only if you are using a PostNL account and you have therefore given your permission.
We will bring you up to date on similar products or services of ours through our regular newsletter; for example, to let you know that you can log into new services with your PostNL Account. You may unsubscribe from this newsletter.
If you have not already unsubscribed. You can unsubscribe by clicking the "unsubscribe" link at the bottom of a PostNL e-mail.

7. To continue to improve our website, we retain (personal) data concerning the use of our website.

To continue to improve our website, we keep records concerning visitors' use of our site. Some examples of the information we retain concerning the use of the website include:
  • The number of visitors during a given period of time
  • The average length of the visit to the PostNL website
  • The number of 'clicks' before a product is purchased
  • The settings of your device sent to us by your browser from which it is possible to uniquely identify you and to track your visit to the PostNL website.

This data, which may include personal data, may be shared with third parties who carry out our analysis.

For information about cookies please refer to our cookie statement.

8. We will not retain your personal data any longer than necessary unless we have a legal obligation to retain the personal data.

We will not retain your personal data any longer than necessary.

We need your personal data to provide you with a good service. This also determines the length of time we store your personal data. Our basic principle is that we will only retain personal data for as long as it is required in order to provide you with the service. After this, we will delete your personal data.

In some cases, we are legally obliged to keep personal data for a longer period. In order to comply with fiscal laws, it is mandatory for us to retain fiscally-relevant personal data for seven years. This may include your personal data, so long as this is relevant for tax purposes. We will remove any other, irrelevant personal data.

9. We do everything we can to secure your personal data against unauthorised access, loss or theft.

We safeguard all of your personal data stored with us. 

Of course, we do everything possible to secure your personal data against unauthorised access, loss or theft. For this, we have established policies internally to ensure our products and services have been set up with the appropriate security standard. PostNL employees only have access to your personal data if it is necessary to perform their job.

We make agreements about the security of your personal data if we ask a third party to process it for us. 

If we engage a third party to process personal data on our behalf for our services, we will ensure that this party also meets our security requirements. We do this by entering into a so-called "processing agreement" in which we establish security measures that are to be taken and a description of the use of the personal data.

10. You have the right to the see all the information we collect from you. You also have the right to correct, block or delete the personal data.

Would you like to know what rights you have under the privacy laws? 

Based on the applicable law, you have the right to see the information we collect from you. You also have the right to correct, block and/or remove your personal information.

In order to do this, contact us via the contact details below.

Contact

If you have comments or questions about this privacy statement, or if you wish to view your personal data, please contact us at the contact page, or by using the information below:

PostNL Pakketten België NV.
Generaal De Wittenlaan 11C
2800 Mechelen
Telephone: 0032 (0)15 29 88 00
E-mail: info@postnl.be 

The last modification to this Privacy Declaration was made on 15 August 2017. Naturally, we will also notify you of any changes.

Specific PostNL Privacy Declarations

Privacyverklaring Online verzendservice