Privacy Statement

How Fliway and Supply Chain Solutions collect, use, share and protect your personal information.

Our privacy commitment

We understand that privacy is important to you – it is to us too. That’s why we respect your personal information and are committed to protecting it when you interact with Fliway Limited, Supply Chain Solutions Limited, and their related companies (together, “Fliway and Supply Chain Solutions”, “we”, “us” or “our”). Fliway and Supply Chain Solutions are subsidiaries of New Zealand Post Limited.

This Privacy Statement explains:

  • What personal information we collect
  • Why we collect your personal information
  • How we use your personal information
  • When we can share your personal information
  • Why we can share your personal information
  • How we protect your personal information
  • How you can manage or access your personal information

Meeting our privacy obligations

Fliway and Supply Chain Solutions comply with the New Zealand Privacy Act 2020.

If you have any questions not addressed in this statement, please feel free to contact us using the methods set out under the heading “How to contact us” at the end of this statement.

If you contact us to apply for a job, the recruitment privacy policy of our parent NZ Post Group may also apply to the personal information we collect in relation to that interaction.

Our legal statements

We take your privacy seriously and we are committed to adhering to our obligations under the New Zealand Privacy Act 2020.

This statement describes the personal information about you that may be collected by Fliway and Supply Chain Solutions. It is important that you understand this Privacy Statement because it describes the personal information that we collect from you when you interact with us.

By using our website, OnePortal customer portal, products or services, or visiting or being in the vicinity of our sites, you are acknowledging, agreeing and consenting to the terms of this statement, which among other things includes consenting to us sharing your information with third parties or agencies, but only to the extent of the purposes for which that personal information was collected or otherwise authorised by law.

If one of the purposes for collection is using our website, OnePortal, or our products and services, and you do not agree to the terms of this statement, then you must stop using them immediately.

The choices you can make about your personal information and how we protect your information are also described within this statement.

If you would like a printed version of this statement, you can print this page using your browser, or contact us for a copy. Our contact details are listed at the end of this statement.

Your acknowledgement of our Privacy Statement

You acknowledge that you have had the opportunity to read and understand this statement. This statement is intended to explain how we comply with the law, not to expand your rights with us or our obligations to you beyond the laws referred to in this statement.

If anything in this statement does not match the law (for example, if the law or the interpretation of the law changes), this statement should always be interpreted to reflect and comply with the current law.

This statement includes examples but is not intended to be restricted in its application to such examples. Where the word “including” is used, it means “including without limitation”.

Our websites may contain links to other websites that are not operated by Fliway and Supply Chain Solutions. We are not responsible for the privacy policies of those other websites. We recommend you review the privacy policies of each site you visit.

How we handle your information

We have responsibilities under New Zealand laws relating to privacy and information that govern how we collect, store, secure, correct, use and share your information. These laws include:

  • the Information Privacy Principles contained in the Privacy Act 2020;
  • the Unsolicited Electronic Messages Act 2007; and
  • other applicable New Zealand and international laws relating to the carriage of freight.

Depending on the product or service, if you choose not to provide your personal information when requested, we may not be able to deliver the product or service that you have asked for. We will endeavour to make this as clear as possible for each product and service.

Storing your personal information

We may store your personal information in any of the following locations:

  • on-premise databases at our New Zealand operations centres;
  • cloud services hosted in New Zealand;
  • AWS Cloud located in the Sydney, Australia region; and
  • Azure Cloud located in the Sydney, Australia region,

or as otherwise notified to you via this Privacy Statement or at the time of collection.

Information security

At Fliway and Supply Chain Solutions, we are committed to protecting and securing your personal information. We aim to store your information securely and in compliance with our obligations under the Privacy Act 2020.

We understand that you may be concerned about the security of the personal information we collect from you online. Accordingly, we have physical, electronic and managerial processes in place to ensure our online dealings with you are as secure as your dealings with us in person, on the telephone, or at one of our depots. Information sent through our website and OnePortal is passed through a secure server using encryption technology, and stored customer data is protected with secure passwords, user log-ons and other security procedures.

Information we collect

Collection of personal information

Personal information is information that can personally identify you. This includes things like your name, date of birth, address, mobile number, or email address.

Sometimes we need to collect your personally identifiable information in order to assist you. The type of information that we collect will depend on the purpose for collecting the information, and how it is collected. The information you provide to us through our website, our OnePortal customer portal, when using our products and services, over the phone, in person at one of our depots or warehouses, or to third parties (such as merchants you purchase from, or an overseas freight forwarder or courier) helps us to provide our products and services to you, to investigate complaints, and to train our staff effectively and efficiently.

We may also collect personal information in the form of CCTV or other digital images, in order to protect the safety and security of customers, customers’ freight, our staff and contractors, our assets, and our premises.

We may collect your personal information when you:

  • fill in a credit or account application form;
  • deal with us through our customer service team by phone, email or through an online query form;
  • book or pay for a freight, transport, warehousing, or air and ocean service;
  • have an item sent to you by someone who uses our services, or otherwise receive a delivery from us;
  • register for, or use, our online tools and the OnePortal customer portal;
  • create an account with us;
  • participate in a Fliway or Supply Chain Solutions promotion;
  • provide us with feedback or complete a survey;
  • come into or within the vicinity of one of our sites or vehicles;
  • contact, register with, post to, like or follow any of our social media pages or channels; or
  • ask us to contact you.

As well as using this information for the purposes you have provided it, we may also use it:

  • to provide training to our staff;
  • for investigations of complaints, or of safety or security incidents;
  • for quality assurance purposes;
  • to conduct analysis to assist the design and improvement of our products and services; and
  • for credit control and account management purposes.

Information collected indirectly (i.e. given by you to third parties such as merchants you purchase from, an overseas postal or courier service, or another freight forwarder) will be treated by us as if it were collected directly from you, and will be used for the same purposes as listed above.

Domestic and international freight

When you send a consignment with us, or someone else sends an item addressed to you, we will capture the details of the item including shipping activities (for tracking purposes), the weight and dimensions of the consignment, and the sender and receiver details.

Usually, this information will be provided by the sender or receiver on either our consignment note, our online booking tools, or, for international freight, on customs declaration documentation, in hard copy and/or digitally. This information allows us to deliver the item correctly, provide updates on the delivery, respond to queries from both the sender and the receiver, and provide information as required for border clearance purposes. These services are often performed on behalf of, or in conjunction with, other organisations and agencies and we may need to share the personal information in order to send or deliver the item.

The personal information collected for domestic items for both sender and receiver may include:

  • surname and first name (or business name);
  • physical address;
  • phone number(s); and
  • email address.

The personal information collected for international shipments for both sender and intended receiver may include:

  • full name and postal address;
  • phone number(s);
  • email address;
  • signature;
  • delivery point address; and
  • details of the consignment contents.

Information collected for international shipments and customs declarations may be shared with overseas freight, customs and delivery partners, the New Zealand Customs Service, and the Ministry for Primary Industries, as required for border clearance and biosecurity purposes.

Warehousing services

When we provide warehousing, pick-pack, eCommerce fulfilment, value-add or returns management services for you or your business, we may hold information about you (or your customers, if you are a business client) including names, delivery addresses, contact details, order references, and details of the goods stored or shipped on your behalf. We use this information to fulfil orders, manage stock, complete deliveries, handle returns and respond to enquiries.

OnePortal customer portal

When you use our OnePortal customer portal we may collect information you submit through the portal (such as login credentials, contact details, account settings, consignment notes, addresses and tracking references) as well as information your browser sends automatically. Server logs may include information such as your Internet Protocol (IP) address, browser type, browser language, the date and time of your request, and one or more cookies that may uniquely identify your browser. We use this information to authenticate you, deliver the services you have requested through OnePortal, troubleshoot issues, and improve the portal.

Identity checks and proof of delivery

For some services we may ask to sight photo ID before releasing a consignment, or capture a signature or digital proof of delivery image at the point of delivery. We use this information to confirm that goods have been delivered to the correct recipient.

Customer service audio recording

We may record incoming calls to and outgoing calls from our customer service teams for training purposes, and may also use these recordings for investigations and quality assurance.

CCTV at our premises and on our vehicles

Our operational and corporate sites, depots, warehouses, and yards may use CCTV to record visual images for use in investigating incidents threatening the safety or security of consignments, our employees, contractors, assets or premises. Forward- and rear-facing cameras may also be fitted to our vehicles to record visual images for use in investigating accidents and incidents threatening the safety of our drivers and the goods we carry. Your personal image may be captured if you pass close to one of our sites or vehicles. We collect images but do not record audio. Images are typically retained for up to 90 days and then overwritten, except where retained for longer in connection with the investigation of a specific incident.

Other information we collect

There will be times when we collect personal information over the phone, directly (for example when you visit one of our depots), or when it is shared with us by third parties (for example, a merchant from whom you have purchased an item for delivery, an overseas freight or courier service, customs agencies, or agencies that look after biosecurity and border control).

Other information we may collect from you includes, but is not limited to:

  • your name;
  • postal address;
  • delivery and collection addresses;
  • phone number;
  • New Zealand Business Number (NZBN);
  • IRD number (where required for credit account purposes);
  • email address; and
  • contents of consignments.

This personal information may also include details of the products and services which you have purchased from us, including the date that you purchased these and the nature of any deliveries.

If you wish to establish a credit or other account with us to pay the fees we charge, we will collect some additional personal financial information that is necessary for that service. This information will be held and used to provide the services you’ve asked for, and used by us for credit management and control purposes. We may also collect information from, and disclose information to, other people (including credit agencies) for these purposes. Such information may include:

  • your billing address;
  • financial institution account details; and
  • references.

Uses and sharing

The primary reason we collect, use and share your personal information is to enable the delivery of our products and services to you and to conduct analysis to assist the design and improvement of our products and services (including our website and OnePortal) to help with enhancing your user experience.

Tracking notifications and service messages

We may contact you periodically to advise you of new or enhanced functionality which is available in connection with our products and services. You will not be obliged to adopt any such functionality.

Where your personal information has been previously obtained by us through the course of providing you with our products or services (including when you make a purchase from a merchant who uses our services to deliver your order), we may:

  • keep and use this information to provide you with service messages (for example, tracking messages telling you and merchants where your consignment is and when to expect delivery);
  • use it in the course of improving our processes, products and services; and
  • use it in keeping our people, you and the community safe.

We will only use this information to communicate directly with you where that communication is reasonably expected or necessary (such as to let you know about a delivery or a missed delivery awaiting collection).

Product design, development and improvement

We are always seeking to improve the way our products and services are delivered and developed. We may use your personal information to help us:

  • conduct market research to ensure we are and continue to meet your needs; and
  • provide you with information, products and services which are relevant and tailored to you.

Direct marketing

From time to time, we may use the personal information we collect from you to identify Fliway and Supply Chain Solutions products and services which we believe may be of interest to you. We may contact you to let you know about these products and services and how they may benefit you, if you have consented to receive this information.

You may give us your consent in several ways, including by selecting a box on a form where we seek your permission to send you marketing information, or sometimes your consent is implied from your interactions or relationship with us. Where your consent is implied, it is on the basis that you would have a reasonable expectation of receiving a marketing communication based on your interactions or relationship with us.

Direct marketing generally takes the form of electronic marketing or telemarketing, but may also include other less traditional or emerging channels.

You can ask us to remove or amend any previous consent you provided by directing your request via the channels set out under “How to contact us”.

Why we collect, store, disclose or receive your personal information

We use your personal information in order to perform our services and/or supply our products to you. We also use it to administer and manage those services or products for you, for example to:

  • inform you of ways that our products and/or services provided to you could be improved, or let you know about updates, special offers or other promotions to our products or services that we think you might be interested in;
  • send you a notification via SMS or email to let you know when to expect delivery of your item;
  • personalise our delivery of products or services for you based on the information we hold about you;
  • update our records to make sure that your contact details are up to date;
  • comply with our legal obligations;
  • keep you, our consignments, our employees, contractors, assets or premises safe (for example, by using CCTV);
  • maintain and develop our business systems and infrastructure, including testing and upgrading of these systems, planning, product or service development, quality control and research purposes;
  • verify your identity;
  • train our staff;
  • investigate complaints, or security or safety incidents;
  • handle billing or debt recovery; and
  • enhance your experience when visiting our website or using OnePortal.

Disclosing and accessing your personal information

We believe in being transparent about how we collect, store, use and delete the personal information we hold about you.

In order to provide our products and services we may need to disclose your personal information to third parties, which may include organisations outside of New Zealand — for example, when we deliver an international consignment for or to you.

Third party disclosure

We will only disclose information:

  • with your consent (which may be implied or express, written or verbal);
  • where required or authorised by law (for example, disclosure to the Inland Revenue Department, the New Zealand Customs Service, the Ministry for Primary Industries, or disclosure to courts under subpoena);
  • as a matter of contractual obligation, to the extent of supplying services or products to you;
  • in the public interest (for example, where a crime, fraud, misdemeanour or other illegal activity is committed or suspected and disclosure in the circumstances is justified); or
  • to third parties as required for the purposes set out in this statement.

We make your personal information available temporarily to companies who perform services for us — such as specialist information technology providers, cloud service providers, mailing houses, sub-contracted carriers, or other contractors. In these circumstances, we require those companies to protect your personal information as diligently as we do. Strict contractual and quality assurance measures are used to ensure your personal information is protected.

As subsidiaries of New Zealand Post Limited, we may also share information within the wider NZ Post Group where this is necessary to deliver an end-to-end service for you or to manage shared support functions.

Overseas use and disclosure

We may facilitate the transfer of personal information to countries outside New Zealand (for example, when you send freight overseas or import goods through our air and ocean services). We will only do so in compliance with all applicable New Zealand privacy laws.

Where you engage in interactions with foreign jurisdictions (for example, purchasing items overseas), resulting in delivery of articles within New Zealand, our delivery of that item from the border to your address will comply with New Zealand privacy law.

In some instances, our information (including your personal information) may be transferred to, and held by, our service providers in New Zealand and overseas (for example, where it is stored under cloud-based services). Cloud services are provided via servers in jurisdictions such as Australia, the United States, the United Kingdom and Europe.

We will take reasonable steps to protect your personal information no matter what country it is stored in or transferred to. We have procedures and data transfer arrangements in place as appropriate to help ensure this.

Your right to access your information

You have the right to access your personal information held by Fliway and Supply Chain Solutions, other than where there is an exception at law.

You can request your personal information at any time by contacting our Privacy Officer using the details set out under “How to contact us”. We ask that you identify, as clearly as possible, the type (or types) of information requested. The Privacy Officer will deal with your request within 20 working days (or otherwise in accordance with legislation). We reserve the right to charge you a reasonable fee for supplying this information to you.

Exceptions

Your right to access your personal information is not absolute. In some circumstances, the law permits us to refuse your request to provide you with access to your personal information — for example, where giving access to your information would have an unreasonable impact on the privacy of other individuals, or would pose a serious threat to the life, health or safety of any individual or to public health or public safety.

Updating your information

It is inevitable that some personal information which we hold will become out of date. We will take reasonable steps to ensure that the personal information which we hold remains accurate, and if you advise us of a change of details we will amend our records accordingly. Where your information has been disclosed to a third party, we will take reasonable steps to notify the third party of the correction. Where we are unable to update your information, we will use reasonable endeavours to provide an explanation in writing as to why the information cannot be corrected.

Cookies and information collected through our website

We may record your visit to our website for analysis of site activity (such as the number of site visitors, the date and time of visits, the number of pages viewed, navigation patterns, what country users are from, and what systems users have used to access the website). Some of this information will be gathered through the use of “cookies”. A cookie is a small text file placed on your computer’s hard drive or browser by a webpage server, and helps us to determine how often our pages are visited and to tailor your experience when using our website.

If you want to disable cookies, you may do so by changing the setting on your browser. However, if you disable cookies, you may not be able to use all of the functions on the website or OnePortal. Cookies from our website are not used to gather, or to allow the gathering of, any personally identifiable information, and are not used to track individual user activity around this site or around the internet.

We may also collect non-personal information from you such as browser type, operating system, and pages visited to help us manage our website, services and customer experience.

Publication of email addresses on our website should not be taken as consent to receiving unsolicited email. Persons or organisations wishing to send email material to individuals or organisations whose email addresses appear on our website must comply with the requirements of the Unsolicited Electronic Messages Act 2007.

Children’s privacy

Our services are aimed at adults over 18 years of age. In any circumstances where children may interact with our services, we aim to ensure that this Privacy Statement is written so that their parents or caregivers can understand the children’s rights.

How to contact us

Fliway and Supply Chain Solutions are committed to working with our customers to ensure fair resolution of any privacy requests, concerns or complaints.

You can contact our Privacy Officer about any privacy issue by:

  • emailing us;
  • calling Fliway on 0800 354 929 or SCS on 09 256 1282, Monday to Friday 8 am – 5 pm (NZ time); or
  • writing to: Privacy Officer, Fliway, 66 Westney Road, Westney Industrial Park, Mangere, Auckland 2022, New Zealand.

For general enquiries you can also contact us or visit our Contact & Support page.

Privacy related incidents

Despite our efforts to protect your personal information, there remains the possibility that a privacy related incident could occur. In the event of loss of, or unauthorised disclosure or use of, personal information, Fliway and Supply Chain Solutions will:

  • seek to rapidly identify and secure the breach to prevent any ongoing breaches;
  • assess the nature and severity of the breach, including the type of personal information involved and the risk of serious harm to affected individuals;
  • notify the affected individuals directly (if appropriate and possible);
  • follow the mandatory breach notification process under the Privacy Act 2020 (if appropriate);
  • engage the appropriate authorities where criminal activity is suspected; and
  • publish a notice on our website advising our customers of the breach (if appropriate).

Changes to this Privacy Statement

We may change this Privacy Statement from time to time. If a change is made, we will post the updated Privacy Statement on this page and publish the effective date. We recommend that you periodically check this page for changes.

Further information on privacy

You can obtain further general information about your privacy rights from the Office of the Privacy Commissioner by:

  • visiting www.privacy.org.nz;
  • using their online enquiry form; or
  • calling their contact centre on 0800 803 909 (Monday to Friday, 10:00 am to 3:00 pm).

Last updated: 10 May 2026