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Dialogue and privacy

NS wants to know what its users and partners think and invites them to provide feedback. In addition, NS works according to its privacy policy to ensure the privacy of its passengers.


What do passengers, the government, staff, fellow carriers and real estate partners think about NS? We would like to know. Your feedback could help us to improve our services. Customers contact our Customer Service personnel 2 million times each year.


But NS also establishes dialogues about collective subjects, For example, we regularly meet with, among others, the Landelijk Overleg Consumentenbelangen Openbaar Vervoer (Locov), the umbrella organisation representing passengers and interest groups. We ask our stakeholders for their vision on the 

Ensuring privacy

NS has chosen a proactive privacy policy, as established in our Privacy Governance. We have an impartial privacy officer who manages the privacy policy frameworks used by NS and reports to the NS management. He also deals with incidents, complaints and disputes, including all privacy complaints that are received by NS Customer Service. Compliance monitoring is carried out by the state via the College Bescherming Persoonsgegevens (CBP).

NS endorses Koninklijk Vervoer Nederland's OV-chipkaart Behavioural Code. This code states, among other things, that passengers must always be able to choose between an anonymous and a personalised OV-chipkaart. Complaints can be lodged with the Geschillencommissie Openbaar Vervoer.