Workers in the value chain

We engage proactively with workers along the entire value chain to address material impacts and ensure responsible business practices. Through regular dialogue with delivery partners and suppliers, we address working conditions and promote ethical standards across the value chain. Our approach to managing material risks and opportunities for value chain workers includes implementing strict supplier codes of conduct, conducting audits, and promoting fair labour practices.

We also assess the effectiveness of these actions through audits, feedback mechanisms, and compliance tracking, while setting clear targets to mitigate negative impacts, enhance positive outcomes, manage risks, and develop opportunities. These targets include improved working conditions, ethical sourcing, and sustainability initiatives throughout the supply chain.

Several of our key policies are also applicable to employees across our value chain, including our business principles, the health and safety policy, and the PostNL Group whistleblowing procedure. These policies are structured to foster a work environment where the well-being, safety, and rights of all individuals within our value chain are upheld and safeguarded. More information can be found in the Workers in the value chain section of the Social disclosures in the Sustainability statement.

Updated delivery partners' guideline

In 2024, we introduced a new delivery contract and the Guideline for Delivery Partners to enhance working conditions and safety across our value chain. The implementation of the contract and guidelines for all delivery partners at Parcels in the Netherlands took place between January and April 2024, while at Parcels in Belgium, it commenced on 1 February 2024 and addresses regulated working hours, workplace safety, and the prevention of violence and harassment. Regular audits, feedback systems, and partner engagement ensure compliance, reducing risks such as overwork and workplace violence while fostering employee well-being. Aligned with our commitment to diversity, equality, and inclusion, this initiative supports equal treatment and protection across all levels of our organisation.

Rolling out a third-party risk management tool

Building on the introduction of third-party risk management (TPRM) in 2023 to ensure compliance with PostNL’s business principles and OECD guidelines, in 2024 we piloted a TPRM tool in the Netherlands and Belgium. The tool enhances oversight of health and safety, addressing compliance issues such as working-time violations and harassment, while reducing operational and reputational risks, and enables us to both monitor and intervene on incidents. Aligned with our ISO:45001-certified health and safety management system, this initiative reinforces our commitment to responsible value chain management and worker well-being. More information on this can be found in the Workers in the value-chain section of the Social disclosures in the Sustainability statement.

Compliance with the Belgian Postal Act

As from January 2024, PostNL Belgium introduced measures to strengthen compliance with the Belgian Postal Act, which was amended by the new Parcel Delivery Act. More information on this can be found on pages 322-323 in the Workers in the value-chain section of the Social disclosures in the Sustainability statement.

PostNL Belgium acquitted in case involving delivery partners

In Belgium, the labour inspectorate filed several criminal cases against (among others) PostNL Belgium in 2022, regarding alleged breaches of applicable social laws and regulations of delivery partners. In 2024, PostNL Belgium and its directors were acquitted of all charges. For more information on the cases please see page 107. PostNL will continue to foster strong, sustainable partnerships.

Introduction of external audits to improve supply chain oversight

In 2024, we enhanced oversight of delivery partners in the Netherlands by introducing an external audit step for flagged irregularities, complementing the existing requirement for PayChecked certification to ensure compliance with wage and contract regulations. This measure, implemented in the first quarter, strengthens supply chain oversight, mitigates risks related to working hours and payment issues, and supports our commitment to high labour standards. Issues identified during audits must be resolved within a set timeframe, with continued non-compliance potentially resulting in contract termination. These efforts reinforce worker protections and align with our strategic goals.

Monitoring satisfaction of delivery partners

Since 2016, PostNL has monitored the satisfaction and working relationships with delivery partners through our annual Collaboration Barometer. The 2024 study assessed feedback from 183 delivery partners (56% response rate) and 1,041 parcel deliverers (34% response rate) to identify strengths and improvement areas in collaboration.

In the Netherlands, 62% of delivery partners said they were (highly) satisfied with PostNL as a customer (2023: 65%). In Belgium, 80% of delivery partners said they were satisfied with PostNL as a customer (2023: 69%). The main strengths were identified as clear expectations in daily work, satisfaction with depot contact and general information, and improvements that were made in accessibility and information provision. However, it was felt that there was room for improvement in depot atmosphere, responsiveness to questions, and timely updates on rate and process changes. Going forward, we will use the feedback to improve our processes and how we collaborate.

PostNL Collaboration barometer percentage
2023 - 2024

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