Data protection policy customer care and management

Information about the use of data pursuant to the General Data Protection Regulation (GDPR):

Mandatory information pursuant to Articles 13 and 14 of the GDPR, provided for informational purposes only
Updated: August 2026

1. What information is available on this page?

Österreichische Post AG (hereinafter referred to as "Austrian Post", "we", "us") processes your personal data in full compliance with the provisions of data protection law, in particular the General Data Protection Regulation (GDPR), the Austrian Data Protection Act and all other applicable laws.

In this document, you will find information about data processing performed in relation to our customer management. This document includes the following sections:

• To whom is this information addressed? (item 2)
• Who is responsible for the processing of your data? (item 3)
• Information about possible data processing (item 4), in particular
  • customer satisfaction surveys (4.1)
  • our customer management (4.2)
  • processing inquiries and complaints (4.3)
  • customer data analysis (4.4)
• With whom are we allowed to share your data? (item 5)
• Automated decision-making and profiling (item 6)
• What rights do you have? (item 7)
• How can you get in touch us? (item 8)

Information about the use of cookies on our websites is available at Data protection.

You will find the general data protection information with links to information about specific Austrian Post products or services such as letter and parcel delivery, marketing and advertising or business customer relations in the selection box on the right-hand side. If you need printed copies of the information provided on this page or on additional pages, please contact the staff at our service locations.

2. To whom is this information addressed?

This data protection policy is addressed to all private customers who use our products and services.

3. Who is responsible for the processing of your data?

The responsible party for data processing described on this page is

Österreichische Post AG,
Rochusplatz 1,
1030 Vienna,
Austria

4. Information about possible data processing

4.1. Customer satisfaction analysis
We may process your data as part of satisfaction surveys in order to continuously improve

Which of your data may we process for this purpose? 
For this purpose, we may process the following data categories:
Contact details, personal master data

What is the legal basis for this processing?
The legal basis for this processing is our legal obligation (Art. 6 (1)  (c) of the GDPR) as defined in Section 32 (3) of the Austrian Postal Market Act.

How long can your data be stored?
For the purpose of customer satisfaction surveys, your data will be storedfor a maximum of one year.

With whom are we allowed to share your data?
For customer satisfaction survey purposes, your data may be transmitted  to the following categories of recipients: 

Processors

Other information about this processing:
You are under no contractual or legal obligation to provide your data for our customersatisfaction surveys. 

To meet the quality assessment and customer satisfaction surveys required by Austrian Postal Market Act, we carry out satisfaction surveys after our customers have gotten in touch with us. If you do not wish to take part in this survey, you can share this information during your conversation with your customeradvisor or let us know later via our website (detailed information is available under item 8 of the general data protection policy: Data protection - PostAG) or by writing to the Austrian Post Customer Service, Bahnsteggasse 17-23, 1210 Vienna.

4.2. Customer management (private clients)
We may process your data within the scope management for the purpose of processing/handling general master data from private clients and interested parties in the course of contract initiation and execution

Which of your data may we process for this purpose? 
For this purpose, we may process the following data categories: 
Address data, contact details, personal master data, payment data, other documents, records of conversations and/or correspondence, order and invoice data, login and account data, item data

What is the legal basis for this processing?
The legal basis for this processing is 

• the contract for products and services of Austrian Post (Art. 6 (1)  (b) of the GDPR), which we have concluded with you
• our legitimate interest in the management of our customers (Art. 6 (1)  (f) of the GDPR).
• our legal obligation (Art. 6 (1)  (c) DSGVO) as defined in Section 132 (1) of the Austrian Federal Tax Code

How long can your data be stored?
Depending on the category, for the purpose of customer management, your data will be stored  no longer than 3 years from your objection or from the last contact we had with you.
Your tax-related data will be retained in accordance with the statutory retention periods set out in Section 132 of the Austrian Federal Fiscal Code  and Section 212 of the Austrian Commercial Code. Where there are additional legal grounds for retention or pending legal proceedings, the relevant data may be retained for a longer period where necessary.

With whom are we allowed to share your data?
For customer management purposes, your data may be transmitted  to the following categories of recipients :

Processors

Other information about this processing:
If you do not provide the above data, it will not be possible to conclude a contract for products and services of Austrian Post.

4.3. Inquiries and complaints (private customers)
We may process your data in the context of inquiries and complaints.

In addition to the traditional telephone and written inquiry channels, we can also provide you with information about the whereabouts of your item via www.post.at and www.post.at and, upon request, by private message via social media (e.g., Meta) or via Chatbot*.   For information on how your data is processed by social media platforms, please refer to the data protection policy of the respective providers.

Which of your data can we process for this purpose?
For this purpose, we may process the following data:
Address data, contact details, personal master data, other documents, contract content, payment data, audio files, records of conversations and/or correspondence, item data, reference numbers, contractual agreements, login and account data, order and invoice data, official documents, signatures and electronic signatures

What is the legal basis for this processing?
The legal basis for this processing is

• our legal obligation (Art. 6 (1)  (c) DSGVO) as defined in Section 132 (1) of the Austrian Federal Tax Code
• our legitimate interest (Art. 6 (1)  (f) of will GDPR) to process your inquiries and complaints and to improve quality
• the contract for the products and services of Austrian Post (Art. 6 (1)  (b) of the GDPR) that we have concluded with you.

How long can your data be stored?
For the purpose of customer management, depending on the category, your data will be stored  no longer than 3 years from your objection or from the last contact we had with you.
Your tax-related data will be retained in accordance with the statutory retention periods set out in Section 132 of the Austrian Federal Fiscal Code  and Section 212 of the Austrian Commercial Code. Where there are additional legal grounds for retention or pending legal proceedings, the relevant data may be retained for a longer period where necessary.

With whom are we allowed to share your data?
For the purpose of inquiries and complaints, your data may be transmitted to the following categories of recipients: 

Processors
Other external recipients

Your data may also be transferred outside the EU or EEA to Bosnia and Herzegovina and/or Turkey. In these cases, the transfer of data is based on EU standard data protection clauses (safeguard pursuant to Art. 46 of the GDPR) including a documented case-by-case assessment of the adequacy of the level of protection; these are available upon request at post.at/sonstigedatenschutzanliegen. 

To improve quality, the conversation with the PKS is recorded and automatically transcribed. You have the option to object at any time. For more information on how you can implement such an objection, please refer to items 7 and 8 of the general data protection policy.

*Other information about the chatbot:
To improve customer service, Austrian Post uses an AI-powered chatbot that automatically responds to inquiries about items. The chatbot offers the following functions in particular:

• Item tracking: provision of up-to-date information on the status of items
• General item information

Personal data processed when using the AI-powered chatbot is used for the purpose of responding to customer inquiries and is processed in accordance with applicable data protection legislation. Only the data required to deal with the respective inquiry is processed.

You can download the chat conversation at any time before closing the chat window.
If you have requested specific information about an item and have any questions about this, or if you have any questions about the processing of your data, please contact us at: team-datenschutz@post.at
Further contact options can be found under item 8 of our general data protection policy.

5. With whom are we allowed to share your data?

To learn with which recipient categories we are allowed to share your data, please see the section "Information about possible data processing". A detailed description of Austrian Post recipients and/or categories of recipients is available under item 5 Data protection.

6. Automated decision-making and profiling

As a general rule, no automated decision-making or profiling pursuant to Article 22 (1) and (4) of the GDPR is carried out in data processing at Austrian Post. Information on general profiling is available under item 4.4 of this policy.

7. What rights do you have?

You have the right of access to your personal data that we process as a controller. For more information, please refer to Article 15 of the GDPR.

Under certain conditions, you may request the restriction of processing as well as the rectification and deletion of your personal data.  For more information, please refer to Articles 16 to 19 of the GDPR.

In addition, under certain conditions, you also have the right to data portability, meaning that we would give you all personal data you have disclosed to us in a structured, standard, and machine processable format. For more information, please refer to Article 20 of the GDPR.

As a data subject, you have the right to object to the use of your data if the processing serves the purpose of direct marketing. In addition, you have the right to object at any time to the processing of your data carried out in the legitimate interests of Austrian Post or third parties if reasons arise from your specific circumstances. For more information, please refer to Article 21 of the GDPR. The processing of your personal data may be based on your consent pursuant to Art. 6 (1) (a) of the GDPR. You can revoke this consent at any time without the need to state reasons with future effect. Until then, we will lawfully process your data.

For information about the legal basis of our data processing, please see item 4 ("Information about possible data processing").

In addition, you have the option of filing a complaint with the Austrian Data Protection Authority:

Austrian Data Protection Authority,
Barichgasse 40-42,
1030 Vienna
Austria

Telephone: +43 1 52 152-0 
E-mail: dsb@dsb.gv.at

8. How can you get in touch with us?

Would you like to exercise your rights or do you have further questions, suggestions, or feedback?
To contact Austrian Post's data protection officer or to exercise your rights, please use one of the contact options listed under item 8 of our general data protection policy: post.at/Datenschutz.