Privacy Policy
Privacy Policy for our digital presence
The public area at a glance
We process your location data.
We do not process general personal data about you.
We process personal data that you provide to us.
We process personal data that we collect about you.
We process personal data about you that we receive from third parties.
We use your personal data for marketing and advertising.
We use your personal data for the development and improvement of products and services.
We use your personal data for other purposes without direct connection with the core service.
We analyse your behaviour and make assumptions about your interests and preferences.
We transfer your personal data to other companies that decide themselves how to use the data.
The “My Post” customer portal at a glance
We process your location data.
We process general personal data about you, such as your name and contact details.
We process your financial data.
We process personal data that you provide to us.
We process personal data that we collect about you.
We process personal data about you that we receive from third parties.
We use your personal data for marketing and advertising.
We use your personal data for the development and improvement of products and services.
We only process your personal data in Switzerland and in the EEA.
What is this about?
The digital presence of Swiss Post includes all of the organization’s websites and apps. Our digital presence enables you to find information, contact us, purchase goods (for example in the Postshop) or obtain services (such as newsletters). As a general principle, the digital presence is accessible to the public.
To access personal information concerning your relationship with Swiss Post (including your saved delivery address, received consignments, etc.) or use our online services, you must first register with and log into our “My Post” customer portal.
Unless otherwise specified or due to the existence of a clear factual situation, the following provisions apply in principle to both the public and the login-protected area.
Please also always refer to the supplementary information in the data protection notices concerning our services or in our other communications, such as contracts, General Terms and Conditions (GTC) and Subscriber Conditions.
This Privacy Policy is not an exhaustive privacy policy for services or third-party sites that are operated by Swiss Post, a subsidiary of Swiss Post or a partner company.
Who is responsible for data processing?
Swiss Post Ltd and its strategic subsidiaries consisting of Post CH Ltd, Post CH Network Ltd and Post CH Communication Services Ltd (hereinafter referred to as “Swiss Post” or “we” or “us”) are jointly responsible for data processing when you access our digital presence.
Another company of Swiss Post Ltd may also be responsible for data processing. We will inform you if this is the case. You can find a list of the other subsidiaries that may be responsible for data processing here: Subsidiaries
Our digital presence may include links to websites or third-party content over which we have no influence. The operators of third-party websites are responsible for any processing of personal data that takes place when you visit these websites.
What happens when you access Swiss Post’s public digital presence?
You can use the public area of our digital presence anonymously. However, in order to transmit content, information about the device you are using and its IP address are processed and logged automatically. The data processed due to technical necessity is not linked to personal data, unless you have logged into the “My Post” customer portal.
We also use cookies to link certain data to your device. This data includes, for example, your preferences, activities and interactions on our website. When you visit our website for the first time, you will be asked whether you consent to the use of analytics cookies and personalized marketing cookies and can deactivate these cookies via our consent banner.
If you would like more information about how your data is handled when you have logged into the customer portal or when you disclose personal data in the process of making contact with us, you can read the Privacy Policy, which can be found under (What happens in the My Post customer portal? / What happens when I contact Swiss Post?
You can find more information about the cookies used and how they are handled in this Privacy Policy under “Are cookies used?” or in our “Privacy Policy for cookies and social media”. You can change your settings in the cookie banner at any time, and we also issue regular reminders (no later than after six months).
Please note: we are introducing the consent banner with direct control of cookies gradually on the various microsites. If the old cookie banner is still displayed on the website you visit, the use of cookies can only be managed via the browser functions (settings or add-ons).
What happens in the “My Post” customer portal?
If (and only if) you log into your user account in the“My Post” customer portal, your data will be merged into a profile associated with your user account. This means that all data generated during the corresponding session will be linked to your user account and saved. This enables us to offer you personalized functions, content or services.
We process this data as described in the Privacy Policy for our digital presence, and also in accordance with the contractual provisions concerning data protection. If you are registered in the “My Post” customer portal, the data protection provisions set out in the GTC for the corresponding services apply to you.
In order to ensure a seamless user experience, we use cookies to link certain data to your device. This data includes, for example, your preferences, activities and interactions on our website. By linking this data to your user account, we can offer personalized content and functions, both before and after you log in.
You need a SwissID in order to access your user account in the “My Post” customer portal. The SwissID service is used for authentication in the “My Post” customer portal. If you have provided your express consent, it is also used to disclose approved attributes (e.g. your name, e-mail address, mobile number, etc.). We use these attributes to create and manage your user account. In this process, the attributes are linked to your user account and stored in our database. We use this data for the contractually specified purposes set out in the “My Post” GTC.
Attributes that we receive with your consent from SwissID for registration:
- Title
- First name
- Last name
- Language
- E-mail address
- Mobile phone number (optional, if stored with SwissID)
Attributes that we receive from SwissID for the login process:
- Customer number (PersID)
What happens when I use Swiss Post’s online services?
In the “My Post” customer portal, you can make use of a wide range of online services. We link the online services you use to your customer profile. The data protection notices for services provide an overview of how data is processed when these services are used.
What data does Swiss Post process?
We process personal data about you when you access our digital presence. Depending on why you are visiting our digital presence and how you use it, we process data from various sources.
This includes data relating to your accessing of our content, and the device you use to do so. If you do not register with us or transmit information to us in any other way, the only data collected is the data that your browser sends to our systems.
When you visit our digital presence, some technical data is collected automatically. The Swiss Post web servers log every visit. One of the tools we use to collect data is cookies that are necessary for technical reasons.
We collect general data, such as:
- IP address of the device making the request
- URL of the pages accessed
- Date and time of the access
- Reading time and length of stay on page
- Navigation behaviour on the digital presence
- Operating system and interface of the device
- Browser used (type, version, settings and language)
- Name of your internet service provider
- Content of the request (specific page)
- Device type (desktop, tablet, mobile)
- Usage and navigation data
- Marginal data in connection with the processing of services
You may disclose some data to us independently when you access our digital presence. For example, you might provide us with data if you contact us, enter a competition, create a customer profile or use a service.
For many of the services provided as part of our digital presence, you are required for technical or organizational reasons to provide us with information either directly or indirectly, for example via a contact form. You might provide us with the following information, for example:
- Search queries
- Contact details
- Messages in connection with customer queries, forms, blogs, news
- Newsletter subscriptions or competition entries
- Contractual data relating to the use of services
We may also receive data about you from third parties, in particular via third-party cookies. You can find more information about the use and management of cookies here: Cookies and social media.
Depending on how you use our digital presence, third parties disclose data. In connection with social media and third-party cookies, in particular, we receive data about how you use our website or third-party websites. You can find out more about data processing in connection with our social media activities and the use of cookies here: Cookies and social media
Why does Swiss Post process data?
We only process your data for the purposes set out in this Privacy Policy. The purpose for which we process your data in individual cases when you access our digital presence depends on your use of the website and our reason for processing. In particular, we process your data for the following purposes:
In order to ensure that the website functions smoothly, for example, that it is displayed without errors on your device, we need to process your data for technical reasons.
“Technical use” is understood to mean, in particular:
- Establishing a connection
- Ensuring smooth functioning of the website
- Provision of services and login function
- Internal management of webpages (technical administration)
By processing data, we make our digital presence easily accessible and provide a user experience that corresponds to your needs. For instance, we can adapt how the digital presence is presented if we have data about the device being used or its language settings. This also enables us to show you targeted content or information on the webpage that might be of interest to you.
The principles of user-friendliness and target-group-specific design encompass the following aspects, in particular:
- Improving the performance of the digital presence
- Evaluating user behaviour in order to optimize user-friendliness
- Designing new functions of the digital presence
We take care of your requests and concerns and process data for this purpose. The digital presence provides you with various ways to get in touch with our customer service, the Contact Center. If you do this, data such as contact information, the content of communications or information about contracts is processed. This is done, in particular, in order to provide customers with the best possible level of support, and to create a more personal relationship with you. First and foremost, you provide us with your data when you contact us. To process your query as effectively as possible, we may also link the information you provide to existing information from our systems and associated subsidiaries.
“Customer care” is understood to mean, in particular:
- Responding to queries
- Resolving problems
- Communicating with customers
- Managing customer contact
- Customer relationship management
- Optimizing and improving customer care
- Quality assurance of customer care
- Conducting training
Our customer service, the Contact Center, is a primary point of contact for customer care.
We use data for marketing purposes. More precisely, we use data in order to provide information about services and offers of Swiss Post or third parties to the extent permitted by law.
To do this, we use various online marketing tools in our digital presence, such as re-targeting and re-marketing. For personalized advertising, we process profile and contact data, usage data and other data that provides an indication as to your interests. This allows us to show you relevant content and communications. To do this, we use various channels such as newsletters, social media and adverts on third-party websites.
If you have registered in the “My Post” customer portal, we also record and process the data for our own digital and physical advertising purposes, as well as for the advertising purposes of our subsidiaries. You can object to this form of data processing in the settings area of the “My Post” customer portal or by getting in touch with our Contact Center.
We process data in anonymized and aggregated form as part of the advertising measures of our business customers.
“Marketing” is understood to mean, in particular:
- Targeting marketing content of Swiss Post
- Personalizing marketing content and communications
- Measuring the effectiveness of marketing campaigns
- Optimizing marketing campaigns
- Creating profiles of target groups
- Simplifying the sharing of social media content
- Optimizing customer guidance
- Communicating about products and services
We also use so-called re-targeting or re-marketing methods. These are online marketing tools. If, after accessing our digital presence, you navigate to a third-party webpage, you may be shown advertisements with product recommendations. In order to make these recommendations as relevant to you as possible, data is sometimes also sent to third parties abroad. Data transmitted in this way includes, in particular, information about how you use our digital presence or which device you use.
In order to enable us to better respond to customer queries, we would like to improve our services and the digital presence. To improve our understanding of customer requirements and trends, we evaluate access frequency and visitor numbers on certain product pages, as well as profile and contact data. These evaluations are not primarily used to identify individual visitors personally; rather, they help us develop new services and improve existing products. For this reason, we use pseudonymized or anonymized data, where possible. If you have logged into the “My Post” customer portal, we can also conduct personalized analyses in order to better understand the customer’s perspective of the services offered by Swiss Post.
“Market research” is understood to mean, in particular:
- Evaluating trends
- Preparing statistics and data analyses in order to develop products and services
- Ensuring the strategic orientation of channels and services
- Preparing operational plans
- Analysing evaluations of services and subsidiaries
We adhere to a high standard of information security. For this reason, we regularly review the IT infrastructure and the associated security precautions, so that you can access our digital presence and our services securely. For your security, you may be required to identify and authenticate yourself in order to gain access to services. IP addresses may be subjected to a security check for the purpose of combating misuse and fraud. We may also save data for evidence purposes. We also collect and process data to ensure that business operations are performed safely and securely as well as to prevent offences and monitor general risks.
To whom does Swiss Post disclose data? Can this data be processed for other purposes?
We disclose data to third parties depending on the situation and when it is necessary. Third parties may be our service providers, who support us in managing our digital presence and the integrated services, or companies that process the data under their own responsibility or under joint responsibility with us.
Various service providers support us in ensuring that our digital presence is informative and secure for you and that we can offer and market the services that can be accessed reliably. These service providers may be external companies or subsidiaries of Swiss Post. We select our service providers carefully and make sure that they uphold data protection requirements. Depending on the work and services offered by the service provider, we make data accessible to them to the extent required in order to provide the service in question. If we engage third parties to provide services, we are authorized to make the data necessary for this purpose available to them. The third parties are subject to the same obligations regarding guaranteeing data protection as Swiss Post itself. Furthermore, we only disclose data to service providers within the scope of the purpose explained in this Privacy Policy.
The service providers that we may engage include, in particular:
- IT service providers
- Telecommunications services
- Marketing and sales service providers
- Security service providers
- Consultancy service providers
In some cases, we may disclose data to subsidiaries of Swiss Post. We do this, for example, when data is processed as part of an internal Group service, if you send us queries about the services of a subsidiary via the channels of our digital presence (chatbot, forms), or if there is a legal basis for the disclosure.
We may be required to disclose data to Swiss and foreign public authorities due to statutory provisions, official orders or court decisions. Public authorities include law enforcement, judicial, supervisory and government authorities. Before we disclose data to a public authority, we review whether and to what extent we are obliged to make your data available.
Is data also processed abroad?
Your data is primarily processed in Switzerland. In certain cases, however, we may also transfer data to third parties abroad, particularly in the EU and the EEA, for processing. In such cases, we check that the transfer and processing abroad are permitted and take the necessary protective precautions.
Is profiling carried out when I use the “My Post” customer portal?
When you visit the “My Post” customer portal, certain data relating to your use of our digital presence and our services may be analysed automatically. We do this because we want to better understand important personal aspects such as the interests or behaviour of our visitors. This information is used primarily to create customer profiles and target groups in order to give a more personalized touch to the communications or adverts shown to you, and to identify trends. When you use the customer portal, we do not carry out any profiling that entails an elevated risk for the data subject. A high risk from profiling results when essential aspects pertaining to a person are analysed or predicted.
Does Swiss Post make automated individual decisions?
We do not make automated individual decisions in relation to the use of the digital presence. Automated individual decisions are decisions that are based exclusively on automated processing without human input, and are associated with a legal consequence or significant impairment.
Does Swiss Post use cookies?
We use cookies in order to optimize your experience on our webpage and to analyse your user behaviour on our webpage and make improvements.
Cookies are used on the basis of your consent, unless another legal basis exists.
When you visit our website for the first time, you will be asked whether you consent to the use of analytics cookies and personalized marketing cookies and can deactivate these cookies via our consent banner.
We use Google Analytics on our Post-App for statistical and analytical purposes. The analyses are not personalised. If additional functions are activated in the Post-App, you must give your consent in advance.
What happens when I contact Swiss Post?
Our digital presence includes various ways to get in touch with us.
A chatbot / live chat function is integrated into our digital presence. You can use this function to get in touch with our customer service, the Contact Center. Your query is first sent to our chatbot, the customer service robot. If the chatbot cannot answer your query or if you would like to write directly to our staff, you will be put in touch with a Customer Advisor via the live chat. In “co-browsing” mode, you can make the browser on your screen visible to a member of our staff. This is only done with your consent. You can withdraw your consent at any time by ending the co-browsing session.
You can also get in touch with the Contact Center via WhatsApp. If you contact us via WhatsApp, this is done voluntarily.
When you make contact in this way, certain data is processed. This may include the content of communications, the time and duration of the live chat and co-browsing session, your IP address and information about your device. This is done for the purpose of customer care and in order to improve the live chat, co-browsing experience and security.
We do not record or save any browser content shown during co-browsing. Our staff only see the content of our digital presence. The remaining content in your browser window or on your monitor is not visible. Staff do not have any read or write access or editing rights to your device. The terms of use for the chatbot / live chat with co-browsing and WhatsApp (PDF, 237.1 KB) (in German) apply.
If you contact us via WhatsApp, data is sent and processed by WhatsApp LLC. The company WhatsApp LLC is responsible for the use of WhatsApp as a communication channel. If you use WhatsApp, the privacy policy of WhatsApp LLCTarget not accessible applies.
You can share your opinion with us on blogs. If you leave a comment, its content and the contact information you provide, such as your name or e-mail address, are saved along with general log data
You can subscribe to various Swiss Post newsletters through our digital presence. By signing up for a newsletter, you consent to us processing the data required to send you the newsletter for the purposes set out in this Privacy Policy, and provide us with various details such as your e-mail address, contact information, language preference or business-related information (an e-mail address is required at a minimum). You can unsubscribe from newsletters at any time by clicking the unsubscribe link at the end of the newsletter.
Our newsletters may contain visible and invisible image elements that collect information on, for example, how long a person spends reading the newsletter, or how they interact with links. This information enables us to optimize the distribution of the newsletter and its content.
What rights do I have?
You have the right to information, rectification, erasure and restriction of data processing at any time.
You can assert your rights via post or e-mail to the following address:
Swiss Post Ltd
GRCS
Data Protection Officer
Wankdorfallee 4
3030 Bern, Switzerland
E-mail: contactcenter@swisspost.ch
If you submit a request for information to us, you must enclose a copy of an official form of identification such as a passport, identity card or driving licence. We require this in order to identify you. Your name, date of birth and place of residence must be visible on your ID. We do not require any of the other information on your ID for the identification process, so you may block it out.
Changes to this Privacy Policy
Changes to this Privacy Policy may be necessary from time to time, for example if we make further developments to our digital presence or if there are changes in the law. We therefore reserve the right to amend the Privacy Policy at any time, with effect from a future date. Accordingly, we recommend that you re-read this Privacy Policy on a regular basis.
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