Consumers and end-users
As the designated universal service provider (USP) in the Netherlands, we are committed to delivering reliable and affordable postal and parcel services to consumers and users alike. Our core responsibility is to ensure these services remain accessible to all, fostering inclusivity and maintaining affordability, thereby enhancing social cohesion across the country. This section highlights the vital role we play in connecting communities and supporting society through equitable and consistent service delivery. This dedication underpins our efforts to make our products and services available without discrimination, ensuring everyone can benefit. More information can be found in the Consumers and end-users section of the Social disclosures in the Sustainability statement..
Accessible products and services
In alignment with our human rights policy, we have committed to improving the accessibility of both our physical and digital services, particularly for individuals with disabilities or impairments. This reflects our ongoing focus on inclusivity. Our commitment spans multiple areas: accessibility, affordability, and cybersecurity, which are integral to our operations. These commitments align with the results of our double materiality assessment (DMA), ensuring that we address the needs and expectations of all stakeholders.
While there is no single group-wide policy focused solely on access to products and services, relevant elements are embedded in various documents, such as our human rights policy and business principles. Our cybersecurity policy, in particular, reflects the critical importance we place on privacy and safeguarding customer data and services (more information on how we address privacy can be found in the Protecting data and privacy section of the Corporate governance chapter).
In 2024, we prioritised making our services more accessible, secure, and reliable through various initiatives focused on digital and physical access, affordability, and cybersecurity. These efforts ensure that all consumers, groups with digital and physical accessibility challenges, benefit from an inclusive and secure experience.
Digital accessibility
To improve accessibility and ensure a seamless digital experience for all users, we focused on two key initiatives: aligning our digital platforms with the European Accessibility Act (EAA) requirements and introducing a refreshed branding strategy that prioritises usability and inclusivity.
European Accessibility Act (EAA) compliance
We formalised policies to ensure our digital platforms are accessible to everyone, including people with disabilities, ahead of the 2025 EAA requirements. Our approach includes an in-depth investigation into the accessibility of our digital channels and ongoing research to better serve user groups with digital accessibility challenges, such as those with low literacy.
New digital branding
We rolled out a new branding strategy that aligns with accessibility standards, ensuring a consistent and user-friendly experience across all digital communication channels. These actions will lead to better customer experiences, higher accessibility standards, and compliance with regulatory requirements, making our services easier to use for all.
Improved service accessibility
To better meet the evolving needs of our customers, we continued to expand our physical network in 2024. We increased the number of PostNL points in Belgium and increased the number of APLs in the Netherlands, including in locations that are close to hospitals and homes for the elderly. These expansions improve the ease and reliability of accessing our services, providing more convenient options for consumers to send and receive parcels, ultimately contributing to greater social inclusion and customer satisfaction.
Cyber security
To protect our consumers' data and build trust in our services, we implemented two major initiatives in 2024: an anti-phishing code integrated into e-mail communications and the launch of the PostNL eID system. PostNL eID is a secure digital identity system aimed at providing enhanced protection for consumers managing personal services, such as setting delivery preferences, re-routing parcels, and accessing Mijn PostNL. The PostNL eID is integral to our broader objectives of offering secure, inclusive, and accessible digital services. By validating user data through secure methods, such as transaction data, physical mail, or iDIN verification, we significantly mitigate the risk of unauthorised access.
These measures play a crucial role in safeguarding consumer information, reducing the risk of unauthorised access, and reinforcing the security of PostNL’s digital platforms, ensuring that customers can interact with us safely and confidently.
We also strengthened our cyber security programme, with key improvements including the introduction of an information security management system (ISMS) and the enhancement of third-party risk management. These initiatives are essential to protecting consumers from security threats, ensuring the safety of their data, and providing a seamless, secure digital experience across all of PostNL’s services. More information can be found in the Our policies of the Consumers and end-users section in the Sustainability statement.
“We are committed to delivering reliable and affordable postal and parcel services”