Yueling 60K was suspended for panda without giving reasons. Fryer of the delivery member: it is not clear that it dies!

Added: Message from other delivery staff

A Taichung deliveryman on the food platform foodpanda received a notice from the company a few days ago that he would be suspended for three days after being sued by multiple negative customers. He asked the company about the details of the complaint as a reference for future improvements. He refused to provide it for the protection of consumer rights and interests, which left him stunned. He admitted that he “died in a confusing and inexplicable way” and was so angry that he complained to Apple News. Foodpanda explained that the delivery partner will be suspended after repeated complaints within two weeks, and does not indicate that the content of the customer’s complaint is to protect consumers’ personal information.

The delivery man said that he delivers meals for about 13 hours a day, earns between 28,000 and 30,000 yuan every two weeks, and earns up to 60,000 yuan a month. The company inexplicably suspended it for 3 days and lost 6,000 yuan. With an income of 9,000 yuan, many colleagues have similar experiences.

He said that now an average of 3 orders are received per hour, and the salary per unit is 57 yuan. The hourly wage is approximately 171 yuan. Next year, the legal minimum hourly wage is 160 yuan. Foodpanda costs only 11 yuan more. If you work 10 hours a day Only 110 yuan more, “add a barrel of oil and that’s it.” On the contrary, you can take regular vacations and health insurance when you work for a general company, so you may consider changing careers.

The delivery man said that he had worked at foodpanda for more than a year, and suddenly received an email from the company a few days ago, stating that consumers repeatedly negatively evaluated him, “the system will suspend cooperation with you for 3 days “, but it only appears in the email. The possible reason was that he did not specify the time, place and reason why he was sued by the client. He then asked the company, but the company replied: “Sorry, to protect the rights and interests of consumers, we are unable to provide the content of the customer complaint. Possible factors of a negative experience are” poor attitude, reverse, unconfirmed guest information leading to incorrect meals, repeat pickup, abuse or harassment of consumers, and order delivery. “

The delivery man was criticized angrily. It received an average of 36 orders per day. There were 300 or 400 orders in two weeks. The company suspended him for three days over a customer complaint, but did not tell him the reason for the complaint, leaving him feeling dead. It is not clear, the company only accepts what the client says, but does not ask for their explanation.

Since it is really difficult to remember when the customer complained, you can only guess afterwards. A customer may have chosen “contactless food delivery”. After the delivery, he informed the customer with a message and the customer left after leaving the food. The client did not see it in time. The message went to get the food, so dissatisfied.

In response to complaints from delivery staff, foodpanda stated that except in cases involving major violations, the platform will not suspend delivery partners due to individual cases or a single reason. The specific suspension standard is a two-week period. The platform collects all order evaluations from consumers over the period of time. If the delivery partner has received consumer complaints multiple times within two weeks, and the overall service is not recognized by consumers, the platform will have Possible suspension measures. Regarding the lack of clear information to the delivery partner about the content of the customer complaint, it is considered that it protects the personal information and the safety of the consumers.

Foodpanda emphasized that based on current statistics, less than 1% of delivery partners are affected by suspension due to service evaluation. Most of the delivery partners are highly recognized by consumers. Foodpanda has also launched a corresponding bonus system to encourage foreigners. Send partners to create greater service value.

However, Pan Ruilian, director of public relations for Uber Eats, another food delivery platform, said that if a delivery man complains, Uber Eats will not only listen to one of the parties, but both parties will investigate and understand, unless If it is a major violation, it will not be due to Power is suspended for a single event and it is usually reminded in advance that power will not be immediately suspended.

The head of the Labor Standards Section of the Taichung City Labor Bureau, Zeng Chuanming, said that most of the employment contracts signed by expatriates and companies are contractual relationships, not labor relations, and the “Standards Law Labor “is not applicable. Is the delivery platform available for delivery due to customer complaints? Suspension of an employee’s rights depends on whether there is an agreement in the contract, if the contractor wants to fight for rights and interests, he can only file a civil lawsuit and ask the company to pay the losses suffered by the suspension.

He Qisheng, general manager of 1111 Manpower Bank, said that while ensuring customer privacy, foodpanda should inform delivery staff what they did wrong, such as bad attitude and a shortage of numbers, to improve service quality. If the delivery staff feel they have a right to work Even if the parties have a contractual relationship, they can still ask the local labor office for help.

Sun Youlian, general secretary of the Taiwan Labor Front Alliance, also believes that the delivery platform should inform the delivery staff of the complaint on the premise of preventing the leakage of personal information, so that there is room for improvement.

Sun Youlian also questioned that the delivery platform has repeatedly claimed that it is a contractual relationship with the delivery personnel, but the suspension of power is a punishment in the work-employment relationship. The suspension of the handover of powers by the platform shows that there is a subordination between the worker and the employer. There is a trend towards labor relations, and it is recommended that expatriates request mediation from the Labor Office, or directly apply to the local court for mediation under the Labor Incidents Act to fight for their personal rights.

In response to the expert’s suggestion that the delivery staff can still file a complaint with the Labor Office, the Taichung City Labor Office changed their words and said that the delivery personnel who are actually engaged in the work of delivery in Taichung and having no labor relations can join the Taichung City Grocery Delivery Professional Union, Taichung City Professional Locomotive Freight Transport Unions, Taichung City Outgoing Professional Workers Unions, etc. If there is a labor dispute in Taichung, and the workers and management cannot resolve it after communication, they can still apply to the Labor Office for labor dispute mediation.

However, the delivery man said that he had inquired about professional unions and found that each month the labor insurance premiums and membership fees must be paid more than 2,000 yuan. Even if they can request mediation of labor disputes before the Labor Office, they still have a contractual relationship with the platform. , Worried that the platform may terminate the contract after the identity is exposed, “Anyway, there are so many delivery personnel and you are not the only one”, so I will not request mediation from the Labor Office.

Delivery staff said that due to the frequent occurrence of non-contact food delivery incidents where customers are late to pick up food after delivery, or even lack of food, to avoid disputes and unprovoked complaints from the customers, foodpanda recently Send a message to notify the delivery partner that after the contactless food delivery order is delivered to the designated location, take a photo to report the delivery and complete the order. If the consumer reports the designated location in the “consumer chat room”, the delivery should also be reported with a screenshot.

In addition to being suspended over the customer’s complaint, another member of the delivery revealed to Apple that he was sometimes intimidated by the store. He had been to a restaurant many times before to pick up meals and the order was clearly compared. Early, and others had arrived at the venue, but the store feared that guests arriving later would wait too long, so they prepared meals for the guests first and put their order aside. But as long as they complain to customers and stores, they can be sued and only their complaints can be swallowed. (Xin Ming / Taichung Report)

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