May 8, 2023, 11:04 am | Read time: 4 minutes
There are awards that no one is happy to receive. One of them is the “Big Brother Award,” which has been given since 2000 to companies and services that infringe on people’s privacy and sell personal data. One of this year’s recipients is the Deutsche Post DHL Group.
Last year, DHL changed the use and access to its Packstations. Previously, customers could log in with a customer card, but now it’s only possible via an app. Those who want to pick up a package from the Packstation also need a QR code, which is only available through the app. This means they not only need a smartphone, but they also have to have the “Post & DHL” app installed and set up on their device. This digital requirement earned the Deutsche Post DHL Group the dubious victory in the “Consumer Protection” category at the Big Brother Awards 2023.
DHL Packstations now only usable with smartphone and app
TECHBOOK reported in spring 2022 about the change at the DHL Packstations. Even then, we received comments from readers who were quite unhappy with the adjustment and criticized the digital requirement. They need not only a smartphone with an active Bluetooth connection to mirror the display on newer Packstation models without a screen to their device, but they also have to be connected to mobile internet to retrieve the necessary data via the app. Those who do not own a smartphone can no longer use the Packstation. It is primarily this smartphone and app requirement that led to DHL receiving the negative award. However, the award presenters also listed two other points that contributed to DHL receiving the Big Brother Award 2023.
- Firstly, the “Post & DHL” app sends data to tracking companies without user consent upon startup.
- Secondly, the award presenters criticize the attempt to “evade the obligations of basic postal service, including plans to replace post offices with machines.”
According to the Big Brother Awards, IT security expert Mike Kuketz discovered that DHL’s app transmits data to third parties without consent. His investigations revealed that the app connects to various tracking sites, including Google Firebase (USA), Adobe Inc. (USA), the Adobe Experience Cloud, Google Firebase Remote Config (USA), and the “Google Firebase Analytics” tracker.
Attorney Peter Hense has examined the data protection of the “Post & DHL” app based on these findings and reached a devastating conclusion. According to him, both the European General Data Protection Regulation (GDPR) and the TTDSG (Telecommunications Telemedia Data Protection Act) are blatantly disregarded. In particular, the transmission of data to U.S.-based companies Google and Adobe requires consent.
Big Brother Award criticizes DHL’s plans to reduce post offices
Since last year, the costs for postage and parcel shipping have continued to rise. Additionally, there are increasing complaints to the Federal Network Agency. Customers criticize, among other things, the poor quality of mail delivery and the lack of post offices, especially in rural areas. DHL has therefore planned some adjustments. On the one hand, customers whose mail is to be delivered the next business day may soon have to pay an extra fee. On the other hand, they want to counteract the lack of branches in certain regions with so-called “Poststations.” Various postal services will be possible at these machines.
What sounds good in itself is, for some users, another difficult hurdle to overcome. Not all customers are able to handle the digital stations. Some do not know how to use them, while others may have physical limitations and cannot operate or access the machines barrier-free. The Poststations also cannot replace traditional customer service. A major issue is that the stations do not accept cash. Payment can only be made digitally by card.
TECHBOOK attempted to reach the DHL press office for a comment. Unfortunately, due to an error in the form submission, our inquiry could not be submitted at this time. We will try again later and update this section with their response.