Printed from https://fyi.org.nz/request/13853-vulnerable-customer-policies-and-or-procedures on November 04, 2025 19:23

Vulnerable Customer Policies and/or Procedures

B SMITH made this Official Information request to New Zealand Post Limited

The request was successful.

From: B SMITH

Dear New Zealand Post Limited,

Does New Zealand Post Limited have any policies, procedures, guidelines, or training documents in relation to vulnerable customers who visit in-store to mail items. Vulnerable includes (but is not limited to) the elderly, disabled, or young. Specifically I am seeking information on how NZ Post ensures that vulernable customers are provided services appropriate to their needs, and, for example, not charged excessive postage fees for services they don't need.

If yes, please provide copies of these documents.

Yours faithfully,

B SMITH

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From: Oia Officer
New Zealand Post Limited

Hi B Smith,

Thank you for your Official Informaiton Act request cocnerning policies, procedures, guidelines, or training documents in relation to vulnerable customers who visit in-store to mail items.

We acknowledge reciept of your request and will respond by 21 Ocotober 2020.

Kind regards,
OIA Officer

www.nzpost.co.nz | www.expresscouriers.co.nz
This email with any attachments is confidential and may be subject to legal privilege. If it is not intended for you please reply immediately, destroy it and do not copy, disclose or use it in any way.

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From: Oia Officer
New Zealand Post Limited

Attachment Team Brief Older and disabled customers.pdf
90K Download View as HTML

Good morning B Smith,

 

We have conducted and completed a search for information concerning your
OIA request asking for informaiton on "any policies, procedures,
guidelines, or training documents in relation to vulnerable customers who
visit in-store to mail items. Vulnerable includes (but is not limited to)
the elderly, disabled, or young. Specifically [this includes] seeking
information on how NZ Post ensures that vulernable customers are provided
services appropriate to their needs, and, for example, not charged
excessive postage fees for services they don't need."

 

We have attached a team brief created in 2017 that New Zealand Post
provides to its postal operators.  Our postal operators and retail outlets
are owned and operated by thrid parties who we contract with to offer our
services.  Usually, our postal operators have their own businesses that
they operate according to their own business needs and processes in
conjunction with offering our services.   The attached document is a team
brief that we provide to our operators as to how we want our services to
be delivered when providing our services to vulnerable customers. 

 

We will now close your OIA request. 

 

Kind regards,

OIA Officer

 

 

www.nzpost.co.nz  | www.expresscouriers.co.nz 

This email with any attachments is confidential and may be subject to
legal privilege. If it is not intended for you please reply immediately,
destroy it and do not copy, disclose or use it in any way.

 

 

 

 

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