A great part of being a courier is engaging with customers and the general public. When things get busy, keep things professional and positive. This helps avoid any potential issues while you’re out on delivery.
Perhaps the simplest way to think of it is to treat others as you would like to be treated yourself. Providing a great customer experience is what keeps people coming back, and can improve your chances of receiving a tip next time.
Never enter a customer’s property to keep yourself safe.
You have the right to feel safe completing your delivery, so please remove yourself from any situation that doesn’t feel safe. Call the emergency services if it is urgent, and report any incidents or harassment to us via courier chat.
Be respectful of the customer’s property at all times Use designated walkways rather than crossing lawns, flower beds etc. Shut any gates you go through and be careful with the latch etc. If anything does go wrong whilst you are making your delivery (such as accidental damage being caused), our Public Liability insurance is there to help you. For more info on this, click here (link insurance article).
Whilst delivering orders, you may see that customers have left items outside their properties on front lawns, driveways, or by the entrance to their homes.Please note, this does not necessarily mean that these items are being discarded. Any items left on private property should not be taken without consent from the property owners, even if they appear to have been discarded.
When delivering to a block of flats you should take the order to the customer’s door (unless they specify they will meet you downstairs). Remember some people may have disabilities that aren’t obvious, so providing great customer service means bringing their order to them without assuming they can meet you elsewhere.
Always follow our safe parking and bike locking precautions here (link article) to ensure your vehicle is safe while you’re inside. You should only enter the building if you feel safe. Be aware of your surroundings, especially at night or in unfamiliar areas, and if in doubt contact courier support for guidance.
Discrimination
Legally you must treat people equally regardless of their age, gender, race, etc. When interacting with members of the public, it’s important to be polite and respectful at all times. Please keep your conversations friendly and professional, and do not speak rudely or use obscene language at any time.
Harassment
Harassment is not ok at any time. This can include sexually suggestive comments or behaviours such as staring or physical contact; propositions such as requests for dates or comments about the way someone looks. Remember, comments can be interpreted differently depending on the person, so if in doubt don’t say it.
Our community behaviour guide runs alongside the Courier Agreement and Requirements agreed by you in contracting to perform delivery services for Just Eat. You can read it again here.
Abusive behaviour
You may (on rare occasions) encounter abusive behaviour by people while delivering with Just Eat. In these instances, we would ask that you:
- Move a safe distance away from the aggressive person
- Remain calm and do not engage in aggressive behaviour or retaliate
- At the first available moment, you should notify Just Eat of the incident via the Courier app.
- If you are physically assaulted, contact the police and notify Just Eat when possible.
Just Eat takes abusive behaviour seriously and it is not tolerated from anyone associated with the business. It is important that you report this behaviour to give us the chance to address the issue and take the necessary action required.
Carry your emergency contact details
We recommend you carry emergency contact details on your person in an accessible place at all times, so that emergency services can easily contact your next of kin. Make sure that this information is in a physical format, such as a card that can be carried in your wallet or bag. You can also set up your medical ID via the Health app if you have an iphone, but remember digital formats may be tricky as they would require access to your phone or other device, which may not always be possible.
