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Working together to improve Food Delivery Rider safetyIndustry action plan 2021-2022
Published April 2021
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IntroductionNo one wants to see Food Delivery Riders (riders) killed or seriously injured while delivering meals to people’s homes. In late 2020, the deaths of four riders in New South Wales sent shockwaves through the food delivery industry and the wider community.
These deaths prompted the Minister for Better Regulation, the Hon. Kevin Anderson, and the Minister for Transport and Roads, the Hon. Andrew Constance, to establish a Food Delivery Riders Safety Taskforce (Taskforce) led by SafeWork NSW and Transport for NSW. The Taskforce aims to identify the key contributing factors leading to death and serious injuries among riders and engage Food Delivery Platforms (platforms), Food Outlets (outlets), unions and advocacy groups to develop a plan to find sustainable solutions to the issues known to put riders at risk whilst they are at work.
As a first step, the Taskforce hosted a Food Delivery Riders Safety Roundtable (Roundtable) for key industry partners in Sydney on 17 December 2020. Food delivery platforms, worker groups, local councils, and state government agencies came together to discuss industry specific work practices that contribute to the risk of injury in the food delivery industry. They also explored potential preventative interventions and principles that should underpin a Food Delivery Rider Industry Action Plan (IAP).
This IAP was developed through collaboration between partners and government, and highlights the specific activities that will be conducted to improve the health and safety of riders.
During this collaboration, it was clear that many of the partners were already undertaking a range of activities to improve rider safety. The IAP provided an opportunity to share these strategies allowing for a coordinated approach to reducing the risk of death or serious injury to riders whilst at work.
The IAP commenced 1 April 2021 for 12 months noting some activities will continue after this period. Through the commitment of all partners, it is our hope that we will see improvements in the health and safety performance of the food delivery industry and a reduction in death and serious injury among riders.
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Industry Vision That riders are not killed or seriously injured while working.
AimOur aim is to reduce the incidence of death and serious injuries to Food
Delivery Riders in New South Wales.
We will do this by working together as partners to agree on industry
specific initiatives that ensure the health and safety of riders, pedestrians
and other road users.
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AcknowledgementsThis IAP has been a produced through the collective efforts of key partners including; Deliveroo, Delivery Riders Alliance, Domino’s, DoorDash Australia, Easi, Hungry Panda, ISANA International Education Association Inc., Menulog, Restaurant and Catering Industry Association of Australia, SafeWork NSW, Transport for NSW and Uber Eats.
By participating in the process, the partners are providing their support for the vision, priorities and collaboration in creating the IAP. This support affirms their own actions but not necessarily the actions proposed by other partners.
The NSW Government would like to thank these partners and others who worked behind the scene for their contribution to improve the health and safety of food delivery riders.
In addition to the actions committed to within this plan, we acknowledge that the industry partners have taken steps towards ensuring the health and safety of food delivery riders nationally. You can read more about their individual efforts on their respective websites.
Deliveroo https://riders.deliveroo.com.au/en/safety-hub
Dominos https://www.dominos.com.au/about-us/who-we-are/social-responsibility#2
DoorDash Australiahttps://help.doordash.com/dashers/s/topic/0TO1a0000007fAWGAY/dasher-
app?language=en_US
Easi https://www.easi.com.au/
Hungry Pandahttps://www.hungrypanda.co/
Menulog https://www.menulog.com.au/info/courier-safety
Uber Eatshttps://www.uber.com/au/en/deliver/basics/tips-for-success/bike-safety-tips/
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Principles Five principles to guide the planning and implementation of all our strategic actions.
1. Safety through risk management
• Safe and sustainable work
through good design.
• Safe systems approach to
managing road safety risks and
road safety outcomes.
2. Agility, pragmatism and purpose
• Activities support safe, rapidly
changing business landscapes.
• Act now where we can, aim for
long term change.
• Ensure safe and purposeful work
for riders.
3. Stakeholder collaboration and
cooperation
• Clear stakeholder roles and
responsibilities.
• Shared best practice ideas.
4. Responsive regulation
• Consistent and proportionate
enforcement of NSW road rules
and WHS laws.
• Targeted compliance, advice and
support.
5. Evidence based actions
• Interventions that are shown to
work.
• Sharing deidentified data.
PRINCIPLES
01Safety through
risk management
02Agility, pragmatism
and purpose
03Stakeholder collaboration
and cooperation
05Evidence based
actions
04Responsive regulation
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Centre forRoad Safety
In 2019 and 2020, 5 deaths (3 cyclists,
2 motorcyclists) occured.1
50 riders were injured, 37 on pedal cycles and
13 on motorcycles.1
Rider visibility
Equipment design, and use of unauthorised electric bikes
Time and emotional pressures
Skills and knowledge
Fatigue
Road and environmental conditions
Most incidents occurred between 4pm - 8pm
All riders were wearing helmets at the time of the incident.
Over 80% of riders were male
Over 50% of the motorcycle riders involved in crashes were aged under 30
Half of the pedal cycle riders involved in crashes were aged under 26
Contributing factors
What we know...
Common Themes
Research conductied by the Centre for
WHS2
Analysis of NSW crash data by the
Centre for Road Safety1
Anaylsis of WHS incident
data by SafeWork
NSW
Views of food delivery
platforms and workers
Risks and controls
highlighted by roundtable consultation3
Advice from industry
submissions
How do we know this?
1 Further information on how crash data is collected and reported may be found on the Centre for Road Safety website: https://roadsafety.transport.nsw.gov.au/statistics/index.html2Futher information on the research conducted by the Centre for Work Health and Safety can be found on their website: http://www.centreforwhs.nsw.gov.au/Projects/gig-economy-roles-and-responsibilities-in-whs3Futher information on the Joint Taskforce: Food Delivery Safety can be found on the SafeWork NSW website:
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Priorities and actionsUsing the five principles above, this Industry Action Plan brings together data, research, advice and actions along with a commitment from partners to work together to support a coordinated, safer and more valued food delivery industry.
This IAP provides a focus on the collective actions of partners, supports sustainable change and commits partners to make improvements in the five priority areas over the next 12 months.
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SAFE DESIGN OF WORK
SAFE RIDERS
SAFE BIKES AND EQUIPMENT
SAFE WORKPLACESAND COMMUNITIES
SAFE WORKING ENVIRONMENT
AND SAFE ROADS
PRIORITIES
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Safe design of workVision: Work is designed to eliminate hazards and minimise risks.
The most effective and sustainable way of ensuring that riders are safe is to eliminate hazards and risks during the design of the way the work will be performed. Platforms will ensure that the work is designed with the safety of riders and others in mind.
The NSW Government will support the industry by providing incident analysis to identify trends. This will be provided to the platforms to inform risk control strategies.
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DoorDash Australia
1. Improvements to DoorDash App
Description: DoorDash Australia is working on making
improvements to their app, and is investigating:
• In-app navigation, to reduce distraction whilst riding.
• A safety checklist, to better increase comprehension of safety issues and best
practices.
• Easy to read graphics and customisable safety messages.
• Improved support channel and response process with humans staffed 24/7.
• Evaluating current notifications and impact on safety.
Output: Improved safety whilst using the DoorDash App.
Timeframe: Rollout from 2021.
2. Dasher Community Council
Description: Dasher Community Council discusses safety and other work issues.
Output: Consultation with rider views on safety issues to inform work design.
Timeframe: Current and ongoing.
Deliveroo
1. Deliveroo Rider Safety Advisory Panel
Description: Deliveroo will launch the second Rider Safety
Adviser Panel.
Output: Deliveroo will consult with the Panel on safety issues
and is committed to implementing the safety ideas which are
raised by the Panel.
Timing: Launch in April 2021.
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Easi
1. Modification to Easi App to improve safety functions
Description: Easi has committed to improving the safety functions
of their app to include:
• Order auto-accept function;
• Fatigue management reminder;
• Accident notification functionality;
• In-app integration of roadside assistance; and
• Weekly in-app road rule safety reminders.
Output: Improved safety functions in the App and timely notification in the event
of an incident.
Timeframe: Ongoing from March 2021.
2. Exploring options for rider accident insurance
Description: Discounted rider accident insurance.
Output: Drivers and riders have access to accident insurance.
Timeframe: 2021.
Hungry Panda
1. Hungry Panda App refinement to improve safety features
Description: Hungry Panda has committed to making changes to
their app to improve safety. These include:
• Clearer instructions on how to use the app;
• Information about required licences;
• Delivery time functions to indicate if traffic conditions will cause delivery
delays;
• Customer notification of known delays and cancellation of customer rush
request;
• Provide an audio reject job option; and
• Interface improvements to link various functions like navigation and weather
warnings to prevent riders navigating between different apps.
Output: Improved usability and safety features of the Hungry Panda App.
Timeframe: All features to completed and rolled out progressively in the next 12
month period.
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Menulog
1. Launch of courier Help Centre offering direct access to Help Centre articles from within the app
Description: Menulog will develop an additional online portal
for couriers; Help Centre, which is an instantly accessible, self-
guided collection of articles covering a range of topics including safety and support.
Menulog will make Help Centre accessible directly from the main screen within the
Menulog Courier App.
Output: Improved access to safely and support information.
Timeframe: Released Q1 2021.
2. Expansion of courier engagement surveys to include safety as a topic for courier feedback
Description: Menulog will add questions into the periodically conducted
courier engagement survey to measure perceptions of safety and seek areas of
improvement.
Output: Inform future changes to the Menulog app or operations process.
Timeframe: Q2 2021.
3. Addition of an additional safety review process before new courier app features are released
Description: Menulog will add an additional safety review process run by local
Senior Management prior to the release of new courier app features. This is in
addition to existing reviews completed by product and technology teams.
Output: Increased due diligence in ensuring Courier App development considers
safety in the local context.
Timeframe: Q2 2021.
Hungry Panda
2. Business research
Description: Investigating the impact of extreme weather,
incentives and time pressure on safety
Output: Modification to the App which takes the results into
account.
Timeframe: Underway.
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Menulog
4. Additional education and understanding for couriers within the Menulog Courier App
Description: Menulog’s ETAs are dynamic and all stakeholders
(couriers, customers, restaurants) receive updated ETA’s as they
become available as the courier journey progresses. Menulog has
updated its guidance to couriers on how these ETA’s work with the
ambition to improve understanding that there is never a need to
rush or behave unsafely while delivering.
Output: Increased courier understanding of how ETAs work.
Timeframe: Q1 2021.
5. Accidental Injury and Death Insurance
Description: Menulog to put in place insurance covering couriers
while on a delivery run.
Output: Cover in the case of accidental injury or death.
Timeframe: Ongoing from November 2020.
Uber Eats
1. Helmet detection and bike safety checklist
Description: A helmet detection feature will help confirm
that bicycle rider is wearing a helmet before they can start
delivering with the Uber app. Rider logs online to the App each day; they will be
asked to review a visual safety checklist. This serves as a reminder of the necessary
precautions, such as checking tires, brakes and gears, using safety equipment and
following road rules before accepting deliveries.
Output: Increased rider use of helmets. Riders report use of the app has increased
their situational awareness.
Timeframe: Underway and ongoing.
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Safe riders:Rider skills and competenciesVision: Riders are competent, and ride safely.
All riders require the capabilities (knowledge, skills and resources) to be able to work safely and not put themselves or others at risk of harm.
Young, culturally diverse riders are particularly at risk. They require more targeted workplace training to ensure that they understand the risks involved in the work, their responsibilities in adhering to safety rules and requirements, and that they have the capabilities required to work safely.
The NSW Government will support industry by engaging with riders and platforms across multiple channels, providing expertise, communicating accurate and accessible road safety information, and assisting the development of educational resources and training. This includes the NSW Government’s exploration of virtual reality and other customer interfacing technology to support improved driver and rider safety.
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Deliveroo
1. Translating safety content into other languages
Description: Deliveroo will translate the top five safety pages in
the onboarding program to Hindi, Portugese and Spanish.
Output: Material available to riders in their preferred language.
Timeframe: March 2021.
2. Safety Videos
Description: Deliveroo have produced a series of short videos on road safety by
vehicle type with input from road safety regulators and other experts.
Output: Increased rider and driver skills.
Timeframe: December 2020.
3. Updated Onboarding Process
Description: Updated onboarding process to add comprehension questions to
the end of the learning modules. This will ensure riders reflect on content just
covered as they move through the onboarding process.
Output: Better retention of safety information.
Timeframe: December 2020.
DoorDash Australia
1. Revision of onboarding and communication to improve safety information
Description: DoorDash Australia will revise onboarding to improve safety information, e.g., on fatigue management.
Output: Improved rider safety skills and knowledge.
Timeframe: Late 2021.
2. Improve communication modes to improve safety information.
Description: DoorDash Australia will increase and improve safety communication to riders through emails, newsletters, safety reminders and tips, and enhancing rider consultation feedback modes.
Output: Improved communication with riders on safety matters.
Timeframe: Late 2021.
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Easi
1. Operations team inspections of driver and rider behaviour
Description: Easi’s operational team conducts inspections to detect
dangerous driving behaviours and issue warnings for a first event,
limitation on the number of orders following a second event and
suspension of the rider’s account if a third event occurs. If the rider
wants to reactivate their account, they will need to recomplete our training.
Output: Driver/riders obey road rules.
Timeframe: Ongoing.
2. Online onboarding safety training
Description: An online safety test is required before an Easi account can be activated
and randomised checking of 50 drivers/riders every week. If a driver/rider fail the test
they must recomplete training until a pass is achieved.
Output: Safer riders and data on pass rates for online tests.
Timeframe: Ongoing.
3. Road safety handbook
Description: Road safety handbook is sent by email to all drivers/riders on
registration on Easi site.
Output: Riders/drivers have access to information on road rules.
Timeframe: Ongoing.
Domino’s
1. Gamification to enhance rider skills and competency
Description: Domino’s will use virtual reality and gamification to
support the improved driver and scooter rider safety using innovative
technology, especially for international licence holder
unfamiliar with Australian road rules and where English
is not their first language.
Output: Driver’s and rider’s road rule training delivered in an engaging way.
Timeframe: To be decided.
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Domino’s
2. Next Gen Driver Tracker Software and Vehicle Safety
Application
Description: This is a customised driver tracker and vehicle
safety software application. The software will support drivers to
take the safest delivery route and also has gamification features
to engage the predominantly young workforce in a safety leaderboard/competition.
The vehicle software will ensure a prestart vehicle safety check is always undertaken
and documented, while also alerting the driver and store if there are any safety or
maintenance issues identified. The software will not allow the use of the vehicle if the
safety check isn’t completed, or the vehicle is not safe.
Output: Improved tracking and analysis of all safe driving behaviours/metrics. Drivers
are engaged with the gamification aspects of the program.
Timeframe: To be decided.
Menulog
1. Translation of safety content into other languages
Description: Menulog make safety content available online in
multiple languages and direct couriers to that content through
periodic email and SMS communications.
Output: Improved access to safely and support information in couriers preferred
language.
Timeframe: Ongoing from Q2 2021.
2. Additional videos on safety for all Menulog couriers
Description: Menulog make available to couriers additional videos on road safety by
vehicle type.
Output: Increased awareness of safe practices.
Timeframe: 2021.
3. Additional safety information to be made available and promoted periodically
through email and SMS
Description: Menulog will increase the safety information made available on the
Menulog courier blog and Help Centre and promote this content periodically via
email and SMS. Topics will include fatigue management, safe driving and riding
practices, and safety equipment.
Output: Increased awareness of safe practices.
Timeframe: Ongoing from Q1 2021.
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Uber Eats
1. Food delivery people Impairment Course
Description: Uber’s riders and drivers must complete an annual
course on fatigue, alcohol and other drugs, and road safety.
Output: Riders complete course annually on the impact of fatigue and the
requirement to not ride when seriously fatigued or under the influence of alcohol
and other drugs.
Timeframe: Underway and ongoing.
2. Enhanced Rider safety training and support
Description: Uber education modules: on two-wheeler safety, risk mitigation,
driver awareness of bicyclists, and safer streets. Third party experts are
currently reviewing the modules.
Output: Increased rider and driver hazard awareness.
Timeframe: Underway and ongoing.
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Safe bikes and equipmentVision: Vehicles and other equipment are fit for purpose and regularly maintained.
Persons who design, manufacture and supply bikes and equipment to be used by riders for the purpose of carrying out work have a responsibility to ensure that the bikes and other equipment meets the required standards to be used in NSW workplaces and are fit for purpose.
Bikes and other equipment used to carry out work must meet NSW road compliance requirements, be regularly inspected and well maintained so as to remain safe and fit for purpose.
The NSW Government will support industry through the development of resources to improve awareness and understanding of the regulatory requirements and relevant standards for the supply and use of e-bikes and PPE including testing the appropriateness of supplied PPE.
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Deliveroo
1. High Visibility Vests
Description: Deliveroo will provide of free high visibility vests to 500
motorbike and scooter riders (first tranche of the program).
Output: Increased rider visibility.
Timeframe: To be rolled out from 31 March.
2. Personal Safety Alarms Pilot
Description: Deliveroo will pilot 500 personal safety alarm to Australian riders.
Output: Riders can activate alarms if concerned about their own or others safety.
Timeframe: To be rolled out in Q2.
3. Deliveroo Winter Safety Campaign
Description: Deliveroo will roll out a holistic, month-long safety campaign to make
riders feel confident and safe while riding during the winter months. Topics will include
visibility, maintenance, road rules and peer led rider tips.
Output: Better rider awareness so they can be safer on the roads during winter.
Timeframe: Launch in May, campaign will run for six weeks.
4. Deliveroo rider kit review
Description: Devlieroo will be reviewing the current rider kit offering to ensure it best
meets the needs of riders with safety in mind.
Output: Possible changes to kit, to suit location.
Timeframe: Q2 2021.
DoorDash Australia
1. Phone cradles and High Visibility gear for riders
Description: DoorDash Australia will investigate the provision of
free phone cradles and high visibility gear for riders.
Output: Better rider visibility.
Timeframe: Early 2021.
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Domino’s
1. Increasing delivery rider visibility with review of high visibility
uniforms
Description: Domino’s will ensure its riders are provided with Hi Vis
uniforms suited for their task and weather conditions. Driver input
into the design and trial of future uniform iterations will be sought.
Output: Increased rider visibility which exceeds relevant Australian standards.
Timeframe: Project underway and ongoing.
2. Increasing visibility of Pedalecs and Scooters
Description: Domino’s will retrofit existing Pedalecs (Dominoes supplied e-bikes)
and scooters to substantially improve the front and side visibility by attaching LED
lighting and reflective stickers to all vehicles.
Output: Increased bike and scooter visibility, compliant with relevant
Vehicle Standards.
Timeframe: Project underway with the expected completion of
prototypes and user testing by March 2022.
DoorDash Australia
2. Improved bag ergonomics
Description: Redesigning cyclist bags in consultation with the
Dasher Community Council to improve practicality, consider ergonomics, and meet
high safety standards.
Output: Improved visibility and rider comfort.
Timeframe: Commence 2021.
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HungryPanda
1. Investigate subsidised safety equipment for motorbike ridersDescription: Hungry Panda is investigating the cost of PPE (helmet, jackets, elbow and knee protection) for motorcycle riders and opportunities to subsidise the cost.Output: Potential for cheaper and better PPE for motorcycle riders.Timeframe: Underway.
2. Free mobile phone holder Description: Hungry Panda is providing a mobile phone holder for the vehicle.Output: Riders won’t hold device in their hand while riding.Timeframe: Underway.
Easi
1. Subsidised high visibility gear is available Description: Easi subsidises high visibility gear.Output: Better rider visibility.Timeframe: Ongoing.
2. Provide Covid safe PPE and procedures Description: Easi provides free Covid safe masks, hand sanitisers and information.Output: Improved protection from exposure to COVID-19.Timeframe: Ongoing whilst COVID-19 is a risk.
Menulog
1. New, brighter, orange delivery and wet weather gear with more reflective panels
Description: Menulog will make its new range of brighter delivery
and wet weather gear available, including weatherproof jackets,
weatherproof pants and motorcycle helmets to couriers.
Output: Access to quality delivery and wet weather gear with improved visibility.
Timeframe: In progress and ongoing.
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Uber Eats
1. Free Bicycle Safety Kits
Description: Free Bicycle Safety Kits for riders including a reflective safety vest, bike
lights and reflectors, a bell and a mobile phone holder.
Output: Increased rider visibility. Increased rider compliance with road rules.
Timeframe: Ongoing from March 2021.
2. Discounted motorbike equipment
Description: Offering discounted motorbike equipment to
motorbike and scooter delivery people.
Output: Improve rider access to motorbike equipment.
Timeframe: April 2021.
Menulog
2. Additional educational material on safe bikes and equipment
included on Courier Blog
Description: Menulog will add additional information
for couriers to access via the Menulog Courier blog on
safe bikes and equipment and will distribute communications to couriers to alert
them to new safety content.
Output: Better understanding on what bikes and equipment is safe and why this is
important for deliveries.
Timeframe: Ongoing from Q1 2021.
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Safe workplaces and communitiesVision: Riders and the community interact in a respectful manner.
People benefit from the convenience of using platforms to have their meals delivered. Community values and expectations impact the work of riders, and communication programs and strategies can be used to promote an understanding of these expectations and to foster a respectful relationship between riders and the community in which they work. For example:
• Delay can occur through no fault of the rider• Not riding on footpaths• Not riding across zebra crossing
The NSW Government will support industry through compliance and enforcement operations, and safety messaging targeting the public who interact with riders.
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Deliveroo
1. Promote Deliveroo’s Safety and Community Guidelines for
Riders
Description: Deliveroo implemented a regular communications
program to remind riders of the safety information hosted on the
Deliveroo Rider Safety Hub, across a range of topics including:
• Preparing to make deliveries,
• Your Deliveroo insurance,
• Conducting safe and efficient deliveries within a reasonable time period.
Output: Enhanced rider knowledge and awareness.
Timeframe: Ongoing.
Menulog
1. Update existing Community Health and Safety Guide to include even more information about road safety
Description: Add additional information to Menulog’s extensive
Community Health and Safety Guide to include more detailed
information about road safety. This guide is a key part of Menulog’s courier
onboarding process.
Output: Better understanding of important road safety information for new
couriers.
Timeframe: Q2 2021.
2. Provide safety materials to thousands of independent restaurant partners
operating their own deliveries
Description: Menulog works with thousands of self-delivery restaurant partners
that conduct their own deliveries using drivers they engage directly and do not use
Menulog couriers. Menulog is committed to providing more regular and detailed
information to restaurant owners that engage their own drivers to better support
these restaurants in ensuring the safety of their drivers.
Output: Support restaurants that work directly with their own couriers to help
increase safety awareness and education.
Timeframe: Q2 2021 and ongoing.
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Uber Eats
1. Promote and enforce Uber’s Community Guidelines
Description: Everyone who signs up for an Uber account across
all of our apps, including but not limited to driver and delivery
partners, riders, Uber Eats users, and merchants, is expected to
follow the guidelines. They also apply to interactions with Uber
employees and contractors through online systems or over the phone.
The three elements are:
• Treat everyone with respect,
• Help keep one another safe, and
• Follow the law.
Output: Participants in the Food Delivery Industry have an awareness of acceptable
standards of behaviour when using the Uber platform.
Timeframe: In place and ongoing.
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Safe working environment, safe roadsVision: People responsible for planning and designing public roads and public places do so with riders in mind.
The work of riders requires them to work on public roads and in public places. This working environment is dynamic and always changing.
Platforms will include sufficient information, instruction and training in onboarding programs to enable riders to choose and use appropriate route direction apps and thereby locate safe and suitable routes.
The NSW Government will support industry through advice to platforms around improved cycling infrastructure, encouraging riders to report unsafe infrastructures and social media messages on safe working environments.
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Uber Eats
1. Education on vulnerable road user safety
Description: Uber drivers and delivery people who use the Uber
app will receive education on vulnerable road user safety.
Output: All car earners will receive education on vulnerable road users.
Timeframe: In development.
2. Bike Lane Alerts feature for Uber rideshare drivers
Description: Help drivers and Uber passengers keep cyclists safe
Output: Improved awareness of rider safety by Uber rideshare drivers and
passengers.
Timeframe: Underway.
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Reporting against the IAP’s five priority areas and the partner actions aligned to these areas is not only essential to demonstrate accountability, it also provides a mechanism to showcase what partners have done to improve the health and safety of riders.
SafeWork NSW will facilitate the monitoring and reporting of these actions for the IAP’s 12-month duration noting some actions may continue beyond this period.
SafeWork NSW will produce a quarterly report that showcases the progress and achievements against these actions, and will publish this on its website. Should partners wish to promote other initiatives they have commenced in this period that seek to improve the health and safety of riders, this may also be included in the quarterly report.
To enable this, partners will provide quarterly reports outlining progress against their actions using the template provided via email to [email protected].
Reporting
