GMB Respect Charter

In September 2022, Deliveroo entered into a voluntary partnership with GMB Union and formally recognised them as our official Rider Trade Union.

The union plays a vital role in shaping our ways of working at Deliveroo, and we share a common vision to make Deliveroo the best platform for riders to work. Find out more here about the partnership and how you can join the GMB union. 

Rider insights and union feedback have shown us that we achieve success when all three sides of our marketplace, Partners, Riders & Customers, work together in collaboration.

We believe that we can go further to promote positive rider/partner relationships that will help us build on that existing success and have come together to create the The Deliveroo x GMB Union Rider/Partner Respect Charter.

The aim of the charter is to build on our existing community guidelines and processes, to create a set of core principles that will be integrated and upheld by riders and partners, to help improve the rider/partner relationship. 

The values contained within the charter are based on mutual respect and the right to be treated with dignity when operating on the Deliveroo platform, as well as committing to operational excellence.

Charter Principles

• Treat everyone the way in which you would like to be treated
• Be courteous and act professionally towards each other
• Communicate openly
• Permit access to facilities where applicable
• Be patient and be open to feedback
• Work together to achieve operational excellence and reduce restaurant wait times

What does this mean for riders?

Riders will seek to uphold the principles of the charter by:

• Treat everyone you interact with politely and respectfully
• Carry food in approved thermal bags - this keeps food at a safe temperature
• Keep your bags clean and in excellent shape
• Keep customer data safe - never share a customer's details with anyone else or contact a customer when you're not completing an order for them
• Proactively contribute to achieving operational excellence by:
  Ensuring they arrive on time to collect orders
  Don’t Purposely swipe through the app at the wrong time
  Manually adjust your GPS location information
  Taking an unreasonably long time to deliver orders

What does this mean for partners?

Partners will seek to uphold the principles of the charter by:

• Acting professionally and courteous towards riders
• Be kind and polite when speaking and interacting with riders.
• Have a suitable area for riders to pack orders such as a table where possible
• Grant riders access to facilities to wait where possible
• Allow riders to use your bathroom where possible
• Offer riders water where possible
• Proactively contribute to achieving operational excellence by
  Ensuring the order is ready for the time indicated on the order receipt, so there are no delays in delivery and the order arrives on time
  Openly communicate with riders on prep times where there may be delays
  Ensure that the order you prepare matches the description you've provided on your menu
  Mark any items that you don't have as 'unavailable' so orders don't have to be cancelled
  

A number of partners up and down the UK have signed up to commit to the principles outlined in the Charter. We are proud to announce that those who are committed to the Charter are:

• Wagamama 
• The Co-Op
• Wingstop
• Farmer J
• Banana Tree
• Las Iguanas 
• Bella Italia
• Frankie & Benny’s 
• Chiquito
• Morrisons 
• Whole Foods
• Mojo, Preston
• Village Tandoor, Dulwich
• Quaggy’s, Lewisham
• Kome, Woodford
• Zapista, Durham/Newcastle
• Mamma Mia, Oxford 
• The Cat’s Pyjama’s, Leeds
• Chilli Pickle, Brighton
• Double Zero, Manchester
• Dolce Dessert, Midlands

The Rider Respect Charter is just getting started and more restaurant partners will be signing up as the campaign grows.