Accidents can happen, and it’s vital that these are always reported to Just Eat so that we can provide you with support and also investigate to help prevent similar occurrences in the future. Your safety and well-being are our priority.

Reporting Emergency Situations

You are required to report the following incidents to Just Eat immediately if you are directly involved:

• Incidents which caused injury to you or could have caused injury to you. This includes any physical harm you sustained or situations where you narrowly avoided injury.
• Incidents which caused injury or death to another person, including customers, restaurant staff, other road users, or the general public.
• Incidents that could have caused a serious injury or death to you (but did not), for example:
  • A road traffic collision in which you were directly involved but not physically injured.
  • Experiencing road rage from another individual.
  • A serious incident involving a highly aggressive customer that was escalating to potential violence.
• Incidents that could have caused a serious injury or death to another person (but did not).
• Hazards you identify that are related to  your delivery work which, if not addressed, could cause serious harm to you or others. This includes unsafe conditions at collection points, delivery locations, or along your routes.  

In the event of an incident, our dedicated Courier Support Team is available 24/7 via the chat function within your Just Eat Courier App. This is the quickest way to get immediate assistance and report what has happened.

If you feel like you may be in an unsafe situation or if you believe a law has been broken, and in the event of a serious incident or emergency, we strongly encourage you to contact the local authorities or Emergency Services on 999 immediately. Your safety is paramount, and the emergency services are best equipped to handle immediate threats. After contacting them, please also inform Just Eat via the app chat.

Reporting Non-Emergency Situations

You can report non-emergency health and safety concerns to Just Eat by using the non-live chat function available in the Courier App. This allows you to detail the issue and provide any necessary information at a time that is convenient for you.

Please note: You do not need to report routine traffic congestion or other general hazards over which Just Eat does not reasonably have direct control or the immediate ability to reduce any risk of harm to you or our customers. Our focus is on incidents and hazards directly related to your work as a Just Eat courier and the environments you encounter during deliveries.

Reporting any incident as soon as possible is crucial. This allows us to provide you with the necessary support, investigate the matter thoroughly, and implement measures to help ensure the safety of all our couriers. We are here to help you work safely and with confidence.