2 Glossary and definitions
Absenteeism
The absenteeism percentage follows the definition of the Central Bureau for Statistics (CBS) in the Netherlands. It is calculated through the weighted days of absence divided by the total contractual working days. In this definition, we correct for part-time employees.
ACM
Dutch Authority for Consumers and Markets.
Action
We implement our policies through actions, which also help address our material impacts, risks and opportunities.
Agentic
Refers to digital systems that can act autonomously on behalf of users, such as by searching, selecting or recommending products and services based on predefined goals, preferences or data, with limited human intervention, potentially changing how consumers discover, compare and purchase products in e-commerce.
APL
An APL (automated parcel locker) is a locker where consumers can pick up and send parcels at a time that is convenient for them.
Auditor
A chartered accountant (register accountant) or other auditor referred to in section 393 of book 2 of the Dutch Civil Code or an organisation in which such auditors work together.
B2B
B2B (business-to-business) involves one business selling products or services to another business rather than directly to consumers.
B2C
B2C (business-to-consumer) involves one business selling products or services directly to consumers.
Biological materials
Biological materials resource inflows are the renewable inputs from nature—like plants, animals, and microorganisms— that enter a company's value chain for production. These include raw materials, packaging, water and equipment and are important for tracking sustainability and supporting the transition towards a circular economy, by ensuring these organic resources can safely return nutrients to the biosphere.
BREEAM
The BREEAM (Building Research Establishment Environmental Assessment Method) is a leading certification for the sustainability of a building's design, construction, and operation. It assesses a project's environmental impact across a range of factors, including management, energy, water, waste, pollution, health and wellbeing, and ecology, and assigns a rating to provide a measure of its sustainable performance.
Business customer
SME or large business that acquires, consumes or uses our goods and services.
Business ethics
Moral principles serving as guidelines for business conduct of PostNL and the stakeholders we do business with. This includes aspects such as reliability, fair trade, respect and diversity, customer focus, neutrality and social responsibility.
Business travel
Business travel refers to all business-related travel for work. PostNL reports the resulting CO2e emissions under the emission categories employee commuting and own transport, company cars (upstream leased assets), and business travel, where the business travel category only involves travel by air by staff.
CDP
The Carbon Disclosure Project is a not-for-profit charity that offers a global disclosure platform for investors, companies, cities, states, and regions to disclose their environmental impact.
Circular economy
Economic system based on closed loops, aimed at eliminating waste and the continual use of resources. Closed loops relate to reuse, sharing, repair, refurbishment, re- manufacturing and recycling. Consequently, the use of resource inputs and the creation of waste, pollution and carbon emissions will be minimised.
cNPS
The competitor NPS is a customer loyalty metric, based on assessments of an independent research company that measures the likelihood of customers and consumers to recommend PostNL compared to our competitors.
Collaboration barometer
An annual survey instrument used by PostNL to monitor satisfaction, working relationships and collaboration with delivery partners. The collaboration barometer provides insights into strengths, improvement areas and the impact of operational and process changes, which supports continuous improvement and informed engagement with delivery partners across the value chain.
CO2 efficiency
The CO2 efficiency is the term used to express the relative impact of CO2e. In relation to the key performance indicators, this means the total direct and indirect (scope 1 and scope 2) CO2e emissions from our operations divided by the total number of kilometres transported from our own operations. The efficiency number is the grammes of CO2e per kilometre transported.
CO2e / CO2 equivalent
A CO2, carbon dioxide, equivalent (CO2e) is a unit of measurement that is used to standardise the climate effects of various greenhouse gases.
Consumer
Individual who acquires, consumes or uses goods and services for personal use, either for themselves or for others, and not for resale, commercial or trade, business, craft or profession purposes.
Corporate governance
The OECD defines corporate governance as the system by which corporations are directed and controlled. The corporate governance structure specifies the distribution of rights and responsibilities among different participants, such as the board, managers, shareholders and other stakeholders, and defines the rules and procedures for making decisions. In doing so, it also provides the structure by which company objectives are set and the means of attaining those objectives and monitoring performance.
COSO ERM 2017
2017 Enterprise Risk Management – Integrated Framework of the Committee of Sponsoring Organizations of the Treadway Commission.
CSRD
The Corporate Sustainability Reporting Directive (CSRD) is a directive which aims to ensure greater transparency and comparability in sustainability reporting.
Customer
An individual or organisation that acquires, consumes, or uses goods and services for resale, commercial or trade, business, craft or profession purposes.
Cyber and physical security
Application of technologies, processes and controls to protect our systems, networks, processes, data as well as assets and people from unauthorised cyber and/or other attacks aimed for exploitation.
Data protection and privacy
The process of protecting PostNL's data and that of its stakeholders against inappropriate use. As data is becoming increasingly important in doing business, data protection and privacy involves striking the right balance between individual privacy rights and allowing data to be used for business purposes.
Decarbonisation levers
Decarbonisation levers are the specific strategies and actions companies use to reduce their GHG emissions and meet climate targets, encompassing energy efficiency, renewable energy, fuel switching, electrification, product/service changes, and supply chain decarbonisation, as part of a credible climate transition plan.
Delivery quality Mail in the Netherlands
Percent of consignments that are delivered within the time frame set for the service in question. An independent research firm measures the time between posting and delivering by sending a representative amount of test letters throughout the year and calculates the time needed for delivery.
Delivery quality Parcels in the Netherlands
Delivery of a consignment within the time frame set for the service in question. The performance is measured from the first sorting scan in sorting centres until the day of the first delivery attempt. Collection and cross-docking (including temporary storage) is excluded. The scoping in relation to delivery days excludes pre-defined peak moments. The consignments in scope include those to be delivered by our parcel delivery services and at first attempt in the Netherlands. Therefore, the scope excludes returns (freepost), international parcels and letterbox packages.
Digitalisation
This refers to the digital transformation of society in which digital information and communication play an increasingly important role in all facets of life. This is different from digitisation, which refers to the transformation of analogue information into digital information. This process is necessary for the processing, modelling, and storage of data.
Do No Significant Harm
The DNSH principle entails assessing whether an investment in an economic activity that contributes substantially to an environmental or social objective does not significantly harm any environmental or social objectives.
Double materiality assessment (DMA)
Double materiality is an analysis used to assess the materiality of sustainability matters. It has two dimensions: impact materiality and financial materiality. A sustainability matter meets the criterion of double materiality if it is material from the impact perspective or the financial perspective or both.
Dow Jones Sustainability Indices
The Dow Jones Sustainability Indices are the first global indices to track the financial performance of the leading sustainability-driven companies worldwide. They provide asset managers and other stakeholders with reliable and objective benchmarks for managing sustainability portfolios.
E-tailers
E-tailing is the sale of goods and services over the internet, which can include B2B or B2C sales.
EcoVadis
EcoVadis is an international organisation that assesses companies on their sustainability performance and corporate social responsibility with a focus on sustainable procurement.
Electronic identification (e-ID)
Electronic identification (e-ID) is one of the tools to ensure secure access to online services and to carry out electronic transactions in a safer way.
Emission-free delivery
Emission-free delivery means the delivery of goods without CO2e emissions. In relation to the key performance indicator, emission-free delivery means the delivery of letters and parcels, both by PostNL and by our delivery partners, from the last sorting activity before distribution to the final destination (last-mile) in the Benelux without CO2e emissions. This also includes the collection of mail and parcels, but excludes transport by large trucks.
Employee engagement
Employee engagement refers to the share of employees (employed by PostNL for three months or more) who, based on the responses in the employee engagement survey are classified as ‘engaged’, 'motivated' or ‘engaged and motivated’ in relation to their job at PostNL. An ‘engaged employee’ is one who feels connected to the company and is enthusiastic about their work. A 'motivated' employee additionally actively aims to improve the company and its reputation. The survey is conducted three times a year.
End-user
An end-user refers to the consumer of a good or service.
Energy efficiency
The ratio of output of our operational and other processes, to the input of energy in our business.
ESRS
European Sustainability Reporting Standards
Full-time equivalents (FTEs)
FTEs refer to the total number of hours worked by employees with a direct and active employment agreement, divided by the local number of contract hours (e.g. 37 hours per week).
Gender Pay Gap
The unadjusted pay gap is the gross hourly wage of women divided by the gross hourly wage of men. The adjusted pay gap is the gross hourly wage of women divided by the gross hourly wage of men, in the same Collective Labour Agreement (CLA), salary scale and age-group. Each group is weighted by the total number of employees in each group.
General data protection regulation (GDPR)
The GDPR is an EU regulation (Algemene Verordening Gegevensbescherming - AGV in Dutch) aiming to protect all EU citizens from privacy and data breaches in today’s data-driven world. More can be found on https://eugdpr.org/the-regulation/
General Meeting of Shareholders
The meeting of shareholders and other persons entitled to attend meetings.
GHG emissions
The emissions of CO2 can be calculated with help of the GHG (greenhouse gas) protocol. We also include other emissions such as methane (CH4) and nitrous oxide (N2O). In this terminology, scope 1 covers all the emission streams directly attributable to an organisation's own activities. Scope 2 covers the indirect emissions related to energy consumption of a company. Scope 3 covers all the other remaining emissions streams, for example outsourced transport.
Greenhouse Gas Protocol
The Greenhouse Gas Protocol (GHG Protocol) was established in 1998 to develop internationally-accepted accounting and reporting standards for greenhouse gas emissions of companies.
Greenwashing
Greenwashing is a form of advertising or marketing spin in which green PR and green marketing are deceptively used to persuade the public that an organisation's products, aims, and policies are environmentally friendly.
Grievance mechanisms
The UN Guiding Principles on Business and Human Rights (UNGPs) as “any routinized, State-based or non-State-based, judicial or non-judicial process through which grievances concerning business-related human rights abuse can be raised and remedy can be sought.”
Guarantees of Origin
A Guarantee of Origin (GO) is a digital certificate proving 1 MWh of energy (electricity, gas, heating/cooling) came from a specific renewable source, detailing its origin, technology, location, and production time, allowing consumers and businesses to verify green energy claims and support renewable investments, separate from the actual energy trade. These certificates are traded and then "retired" (cancelled) to prevent double-counting, ensuring transparency in the green energy market.
Happy flow
Within e-commerce delivery, a 'happy flow' refers to a seamless and smooth experience for both customers and consumers from the moment the consumer places an order until the package is successfully delivered.
Headcount
Headcount refers to the number of employees with a direct and active employment agreement.
HVO100
HVO100 stands for 100% Hydrotreated Vegetable Oil, also known as renewable diesel, which is a fossil free type of fuel made from waste materials such as vegetable oils, used cooking oil and residues.
HVO100 out-of-tank solution
The HVO100 out-of-tank solution is a book & claim method where a certain amount of litres HVO100 is purchased and injected in the European fuel networks and used by third parties. Only the purchasing party can claim the gross CO2 reduction associated from using these carbon insets.
IFRS
International Financial Reporting Standards.
IFRS-EU
IFRS, as endorsed by the European Union.
Impact
When PostNL has or could have an effect on the environment and people via our own operations or our value chain, the effect is called an impact. An impact can be actual or potential, negative or positive, intended or unintended, and reversible or irreversible. They can arise over short-, medium- or long-term.
IRO
IRO is an abbreviation of impact, risk and opportunity.
ISO (International Organization for Standardization)
The ISO is a network of national standards institutes from 146 countries working in partnership with international organisations, governments, industry, business and consumer representatives. The ISO is the source of ISO 9000 standards for quality management, ISO 14000 standards for environmental management and other international standards for business, government and society. For further information, see www.iso.org.
ISO 14001 (environmental management)
The ISO 14001 standards are international standards for controlling environmental aspects and improving environmental performance, minimising harmful effects on the environment and achieving continual improvements in environmental performance.
ISO 27005
The ISO 27005 is the international standard that describes how to conduct an information security risk assessment in accordance with the requirements of ISO 27001.
ISO 37001
ISO 37001 is applicable only to bribery. It sets out requirements and provides guidance for a management system designed to help an organisation to prevent, detect and respond to bribery and comply with anti-bribery laws and voluntary commitments applicable to its activities.
ISO 45001 (occupational health and safety management)
ISO 45001 is a standard for occupational health and safety management systems. It is intended to help organisations control occupational health and safety risks and was developed in response to widespread demand for a recognised standard for certification and assessment. ISO 45001 was created through the collaboration of several of the world’s leading national standards bodies, certification organisations and consultancies.
ISO 9001
ISO 9001 is a globally recognised standard for quality management. Its requirements define how to establish, implement, maintain, and continually improve a quality management system (QMS).
Key performance indicators (KPIs)
KPIs are measurements that focus on achieving outcomes critical to the current and future success of an organisation. These indicators should deal with matters that are linked to the organisation’s mission and vision, and are quantified and influenced where possible.
Key affected stakeholders
Key affected stakeholders are those individuals or groups whose interests are affected or could be affected either positively or negatively by our own operation or because of our value chain.
Labour practices
Favourable work and labour conditions include sound collective labour agreements, fair compensation, equal pay, facilitating personal development, stimulating collaboration and making improvements based on feedback.
Last-mile
The last part of the journey of a consignment to the receiving customer. This starts from the last distribution sorting moment and ends at the final destination. This may include transshipments to a depot as an intermediate step before final delivery.
Long term horizon
Actions or impacts that materialize over a period of five years or longer.
Management positions
Management positions refer to people who hold a leadership position, of which we identify three types: Operational, middle and senior management. Operational management is defined as employees with leadership functions in junior positions. Senior management refers to employees with leadership functions in senior positions, including Board of Management. Middle management refers to positions between operational and senior management.
Materiality
Information is material if errors, omissions or incorrect presentation can influence the evaluation or decisions of users of the information.
Medium term horizon
Actions or impacts that unfold between one year and just under five years.
Metric
Our metrics are indicators with which we measure and report on the effectiveness of our policies and targets.
Minimum Safeguards
These safeguards require compliance with minimum human and labour rights standards, preventing activities that breach key social principles to ensure that sustainable activities are backed by responsible business conduct.
Net promoter score (NPS)
NPS is a customer loyalty metric that measures the likelihood of customers recommending a company, product, or service to others by asking them to rate, on a scale of 0 to 10, how likely they are to recommend the business.
NOx
NOx (NO and NO2) refers to nitrogen oxides. Nitrogen oxides are produced during combustion, especially at high temperatures.
Number of supervisory positions
According to Dutch law, the number of supervisory positions that managing and Supervisory Board members may hold in certain companies is limited (article 2:132a of the Dutch Civil Code for managing board members and article 2:142a of the Dutch Civil Code for Supervisory Board members). Since 1 January 2013 a person is prohibited from being appointed member of the Supervisory Board of more than five so-called large entities (including PostNL), whereby a chair position counts twice. Existing positions are exempt, but if they exceed five, they must be reconsidered at the moment of (re)appointment. Board members holding more than the maximum number of positions on 1 January 2013 are not obliged to resign from these positions, but positions must be reconsidered at the time of reappointment.
OECD
Organisation for Economic Co-operation and Development.
Opportunity
When financial effects arising from environmental, social of governance matters positively affect our financial position and financial performance, the effect is called an opportunity.
Out-of-home network
Our out-of-home (OOH) network includes parcel lockers and retail locations where consumers can drop off/pick up parcels. We are growing the number of these locations as we give consumers greater choice over where and when they can collect their parcel.
Own workforce
All employees with whom PostNL signed a direct and active labour agreement.
Parcel
Goods to be transported by a distribution company, weighing up to approximately 30 kg.
PayChecked
PayChecked is a quality standard that companies use to demonstrate that they pay their employees as agreed in the collective labour agreement and that their personnel and payroll administration is in order.
PM10
Particulates, alternatively referred to as particulate matter (PM), such as fine particles and soot, are tiny subdivisions of solid matter suspended in a gas or liquid. The notation PM10 is used to describe particles of 10 micrometres or less.
PM2.5
Particulates, alternatively referred to as particulate matter (PM), such as fine particles and soot, are tiny subdivisions of solid matter suspended in a gas or liquid. The notation PM2.5 is used to describe particles of 2.5 micrometres or less.
Policy
A policy is a set or framework of general objectives and management principles that we use for decision-making. With a policy, we implement our strategy and management decisions related to a material sustainability matter.
Pollution to air
The presence of chemical substances in the atmosphere at levels which are harmful to the health of humans and other living beings, or cause damage to the climate or to materials. The activities and actions required to manage waste from its inception to its final disposal.
PostNL (Group)
PostNL N.V. and its Group companies.
PostNL N.V.
A public limited liability company incorporated under the laws of the Netherlands, listed on the Amsterdam Stock Exchange, with its statutory seat in The Hague, the Netherlands, and its registered office at Waldorpstraat 3, 2521 CA The Hague, the Netherlands, until 31 May 2011 named TNT N.V.
Quality of services
Performance of our core and supporting processes measured against quantitative and qualitative customer expectations.
Recordable accident
A work-related incident during working hours, sustained by an employee, that results in any of the following: death, loss of consciousness, days of absence, limited ability to work or change of role, medical treatment beyond first aid, diagnosis of a significant injury or illness by a doctor.
Reptrak score
The independent RepTrak Company calculates our reputation score based on a representative sample of Dutch society, reflecting the opinions of the Informed General Public - individuals aged 18+ who are familiar with our organisation, including customers and employees. Products & Services, Conduct and Citizenship are the most important drivers of PostNL’s reputation in 2025, since they carry the most weight in determining the reputation.
Resource inflows
Resource inflows are all products and materials entering a company's operations and upstream value chain, including raw materials, parts, packaging, water, and even capital goods (like machinery), focusing on their types, quantities, and circularity (e.g., % recycled, sustainably sourced) to enable better circular economy reporting and resource management.
Resource outflows
Resource outflows are "resources that leave the organisation's infrastructure," primarily referring to the products, materials, and waste exiting a company's production process, with a focus on their circularity, management, and environmental impact, rather than just disposal. This includes how products are designed for end-of-life (recycling, reuse) and detailed reporting on hazardous/non-hazardous waste streams.
Retail location
A retail location is a location where goods or services are sold directly to consumers. In the context of PostNL for the Annual Report, this includes retail shops, business points, parcel points and post offices. A PostNL location in a retail shops is also referred to as retail point.
Return on invested capital
We use capital investments to develop our business, such as new sorting centres or IT systems. These investments are aimed at generating value for PostNL and our stakeholders. We monitor the return on invested capital to evaluate and improve the effectiveness of our capital allocation to value generating investments.
Risk
When financial effects arising from environmental, social of governance matters negatively affect our financial position and financial performance, the effect is called a risk.
Science Based Targets initiative (SBTi)
The Science Based Targets initiative (SBTi) defines and promotes best practice in emissions reductions and net-zero targets in line with climate science.
Shareholder return
The profit or loss from net share price change plus any dividends received over a given period.
Short term horizon
Actions or impacts that occur within less than one year
Significant reportable instance of non-compliance
For the purpose of the Annual Report, a significant instance of non-compliance is defined as an instance where PostNL is formally sanctioned of (alleged) non-compliance by a competent authority in the form of fines or non-monetary sanctions which result in financial or business impact at a level above the internally applied thresholds for internal reporting of such cases to senior management.
Small and medium-sized enterprises
Small and medium-sized enterprises (SMEs) are businesses whose personnel and/or revenue numbers fall below certain limits.
Spring GDS (Global Delivery Solutions)
Our international e-commerce shipping and logistics business, specialising in cross-border parcel delivery for business customers. Spring GDS forms part of the PostNL Group and offers tracked, untracked and signed delivery services, as well as return solutions for parcels up to 20 kg. It provides global reach by leveraging local delivery networks, with a strong focus on sustainable, carbon-neutral solutions.
Tank-to-wheel
A factor used to calculate the direct emissions from fuel use or energy.
Target
Our targets are goals linked to our actions and hence to our material impacts, risks and opportunities.
Technical materials
Technical material resource inflows are the products, parts, and physical assets (like machinery, equipment, buildings, packaging) that flow into a company's operations and value chain focusing on manufactured items like metals, plastics, electronics, and other non-natural resources used for production, maintenance, and packaging, crucial for circular economy reporting. They encompass raw materials, semi-finished goods, and even entire products entering the business system, tracked for sustainability, efficiency, and resource management.
Turnover share
Employee turnover share is the percentage of workers who leave a company over a year, calculated by dividing the number of employees who left by the total headcount of the prior year.
UPU
The Universal Postal Union is a specialised agency of the UN and is the primary forum for cooperation between postal sector players worldwide.
USO
The Dutch Postal Act 2009 requires PostNL as the universal service obligation (USO) provider to provide nationwide services and to perform a daily delivery round from Tuesday till Saturday, except on public holidays. There is also a requirement to deliver urgent medical items and funeral notifications on Mondays. At least 95 percent of all standard single rated domestic letters under the USO posted the day before must be delivered by the next day. Furthermore, PostNL is required to maintain a network of letterboxes and post offices for access by the general public. The Postal Regulation 2009 covers detailed tariff regulation, cost and revenue accounting, financial administration and reporting.
USP
The designation as universal service provider obliges PostNL to collect and deliver domestic mail and parcels five days a week (mourning cards and medical post six days a week), and to provide for cross-border mail and parcels according to the Universal Postal Union (UPU) rules.
Value chain
Our value chain encompasses all our upstream and downstream activities, resources and relationships.
Well-to-tank
A factor used to calculate the indirect emission from production and transport of fuel or energy.
Well-to-wheel
A factor in which well-to-tank and tank-to-wheel are combined.
Workers in the value chain
All persons who are on the payroll of PostNL, either upstream or downstream in our value chain.
Zero-emission
Zero-emission refers to regulatory requirements and vehicle technologies under which no exhaust emissions are produced. This includes designated zero-emission zones, where only vehicles with zero exhaust emissions are permitted, and vehicles that produce no direct emissions of CO₂, NOₓ or particulate matter during operation. In our logistics operations, this refers to fully electric vehicles.