To make sure your conversation with one of our employees goes smoothly, our digital colleague Sam will ask you a few questions when you choose to call or chat. The answers you give will be entered automatically into our customer service system. That way, the employee helping you has all the information at hand immediately. Further on this page, we would like to explain which data we ask for and why.
When you contact us, we would like to know who you are, where you live and how we can reach you after your first contact in case of a investigation or follow-up questions. We save this information in what is known as a customer card. In this way, we have an overview of the questions you have asked us now and/or in the past.
We ask this so that our employees know who they are talking to. We also use this information, for example, to be able to address you personally in written communication.
We would like to know your address. This helps us, for example, to check and improve the delivery quality in your region or to take measures if something goes wrong with the delivery of parcels at your address.
When you call, our staff recognize you from your telephone number. This way, they immediately have in front of them all the information provided previously. If we need to start an investigation or follow-up process as a result of your question or complaint, having your contact details is of great help to our staff who can then reach you easily if they need some extra information, for example.
When you call, our staff recognize you from your telephone number. This way, they immediately have in front of them all the information provided previously. If we need to start an investigation or follow-up process as a result of your question or complaint, having your contact details is of great help to our staff who can then reach you easily if they need some extra information, for example.
To ensure that our digital colleague Daan can help you immediately or that a customer service representative can give you a quick answer, we would like to know more about your question or complaint. So we ask:
At PostNL we work hard every day to ensure you will have to provide less and less information relevant to your question/complaint when you contact us in the future.
If you have only spoken to our digital colleague Sam, we will forget your details as soon as you leave the website. If you have had contact with a real employee, we will not keep your data any longer than necessary and in any case no longer than five years.