Your privacy has been a fundamental value for bpost since the company was first formed. This is among other things expressed in the respect bpost has for the secrecy of correspondence - in accordance with the Belgian constitution and the European Convention on the Protection of Human Rights and Fundamental Freedoms. This means that bpost and its employees are not permitted to read your correspondence.
However, in an increasingly digital environment, bpost needs to collect and process personal data so that it can deliver the products and services you want. In this document, bpost aims to explain you the policy bpost has established to protect your privacy and personal data so that bpost can continue to merit your trust.
Personal data is any specific information relating to a physical person who can be identified. This includes information such as your name, address, telephone number, email address, date of birth, products and services used, information you provided on our website or through other contact channels, etc...
Collection of Personal Data
bpost postal operations
Your personal data may be processed by bpost to perform and improve the efficiency and quality of its mail, newspapers and parcels delivery services. This information is generally provided to bpost by the senders of mail or parcels. This data typically includes your name, address, telephone number, email address, the description of the shipped goods, the sender’s name and its address.
In case of sending to a foreign destination, certain shipment-related data might also be provided to the authorities of the country/ies of transit or destination for customs and tax clearance and for security screening. The information provided includes: sender name and address, receiver name and address, description of the goods, number of items, weight and value of the shipment. This data will never be used by bpost for marketing purposes..
bpost other services
Your personal data may be also processed for the provision of financial services or other types of services delivered by bpost (e.g. the DoMyMove mail redirection services, the bpaid prepaid card service, etc.). In such case, a specific information notice is available in the general terms and conditions of the service to which you subscribed. In general, we use the personal data which you have made available to us for delivering the services you ordered, for administration or for fulfilling a legal requirement.
Recording telephone calls between bpost customers and call centres
bpost records the telephone calls between callers and operators at its call centres. The data recorded or saved is identification data, telephone number, the conversion, the time of the call, the length of the call and the service the call concerns.
The calls in scope are those to the numbers 022 012345 (residential customers), 022 012345 (business customers), 022 012345 (INAMI orders) and 02 7093458 (traffic fines) and return calls from those numbers to callers with regard to their queries.
Calls are recorded with the aim of improving the service bpost offers to its customers, on the one hand through call coaching and on the other hand by analysing a large number of calls relating to the same service or the same problem experienced by customers.
50% of calls are recorded and kept for a maximum term of 6 months (along with the aforementioned related data), after which the recordings and the data are destroyed.
In the special case of calls to the banking service (Postinfo, 022 012345, option 1), under MiFID II (Directive 2014/65/EU on markets in financial instruments and amending Directive 2002/92/EC and Directive 2011/61/EU) bpost has an obligation to keep the recording of telephone conversations or electronic communications regarding transactions concluded as part of a negotiation on its own account and provision of services relating to customer orders that concern the receipt, transmission and execution of customer orders for a term of 10 years.
Your personal data may be processed by bpost to provide you with a feedback following a question, request or complaint. The data processed are your name, address, telephone number, email address and a description of the question, request or complaint.
bpost data processing for direct marketing purposes
If you are a customer of bpost, we may use your personal data, except if you objected to such further use, in order to contact you for commercial purposes, after analysis of your profile to inform you about its products and services.
If you are not a customer of bpost, your personal data will not be used for commercial purposes except if you clearly consented to it. In any cases, you can change at any time withdraw your consent (see below).
Processing of children data
bpost products and services are not directed to children and bpost does not promote or market its services to children. If you believe that we have mistakenly or unintentionally collected and used personal data pertaining to a minor of age without an appropriate consent (from a person who has the capacity to consent), please notify us through our inquiry form so that we may immediately delete such data from our servers and make any other necessary corrections.
bpost has installed surveillance cameras in enclosed areas accessible to the public in order, on the one hand, to ensure as a preventive measure your safety and that of its personnel and property, and on the other hand, to clarify the circumstances of an accident, theft or other incident.
In major sites bpost (sorting centers, Headquarter, EMC/Brucargo, Jemelle, imprimerie des timbres, Cargoville), the images are visualized in real time by a certified videoroom to allow, if necessary, an immediate intervention in case of offence, damage, incivility or public order offences.
In the other sites of bpost, the images are consulted by Security bpost or certified control room in case of incident or alarms.
Images are kept for 30 days.
Delivery to a neighbour
When a neighbour agrees to take delivery of a parcel presented by the postwoman or man, the neighbour’s address is collected to ensure the parcel can be traced. This data will be accessible to the parcel’s recipient in the online tracking tool. Data is only kept for operational purposes and is erased after 13 months.
Processing of personal data by bpost for satisfaction survey
On the basis of its legitimate interest to measure and improve the quality of the services Bpost provides, Bpost may conduct satisfaction surveys with the objective to question its clients on their opinions in regards of the services provided by Bpost. These surveys are conducted by third-party companies, contracted by bpost, that are specialized in conducting satisfaction surveys.
Satisfaction surveys conducted by phone can be recorded, if you consent to this at the beginning of the phone call.
If you wish to object to the processing of your personal data by Bpost for conducting satisfaction surveys, you may inform the third-party company at the time a survey is being conducted or inform Bpost directly.
The data collected during these surveys will be kept for 3 years.
Transfer of Personal Data
bpost does not share, sell, transfer or otherwise disseminate your personal data to parties outside the bpost group unless related to the purpose the contract (e.g. delivery of a mail or a parcel in a foreign country, collection or delivery of mail or parcels by logistics partners, delivery of parcels by Post Point, etc.), unless required by law or unless you have given your express consent to bpost to do so.
Besides, your personal data may be made accessible to our ICT service providers which are sometimes located outside of European Economic Area. The measures described in the EU Model Contractual clauses have been all imposed to these providers.
Your personal data is kept for the duration of your subscription to our services, for the duration required by law, for the duration required for handling complains, for the duration indicated in the information notice provided at the moment you communicated your information and thirty (30) days following your request for termination.
bpost takes technical and organizational security measures to protect your personal data from being destroyed, lost, altered, accessed or misused. bpost also undertakes to restrict the access to the personal data on a need to have basis. Employees with access to this data have been informed about their obligations with regards to data protection. The security measures are regularly reviewed and adapted to ensure an appropriate protection level.
How can you control your personal data ?
Should you wish to access your personal data, obtain its correction if necessary, obtain its deletion, limit or oppose to its processing, withdraw your consent, obtain its portability, please contact us online via the following webform or by sending a dated and signed request with a copy of your identity card to the following address: bpost, Data Protection Office, Centre Monnaie (14B), 1000 Brussels. We will reply to you within 30 days.
In case you would not receive the expected answer to your request, you can also file a complaint to the competent authority in Belgium: https://www.dataprotectionauthority.be/.
Should you have question with regard to the processing of your personal data, please contact the bpost Data Protection Office: bpost, Data Protection Office, Centre Monnaie (14B), 1000 Brussels.
Last update: October 2018.