From August 2019, we’ll be introducing changes to our agreements with restaurant partners that are designed to be more clear, improve transparency and better reflect the way we operate in practice.
We’re pleased to have been able to engage constructively with the ACCC to resolve this matter.
Some of the key changes we’ll be making to our contracts include:
- providing more detailed information about our technology services, as well as greater clarity on how we handle complaints and process payments for example
- providing additional information about the limited circumstances when restaurants need to cover the cost of refunds, such as when there is an incorrect item or items are missing, reflecting the way we operate in practice; and
- setting out a more consistent and clear approach for varying and terminating agreements.
We’re also more clearly setting out the range of services we offer to partners. This includes those the ACCC has described as ‘logistics services’ being our role in determining the pool of drivers available to restaurants, processing their payments, and providing facilities such as the consumer’s address, map services and GPS tracking to assist the driver in delivering meals.
As the online food delivery industry evolves, restaurant partners using the Uber Eats app can attract new customers, increase earnings and grow their brand. We place a lot of value on establishing long-term relationships with our restaurant partners and it’s important that we provide a great partner experience – which includes giving them clear information about what to expect from us in a range of circumstances.
We will communicate the changes from August and provide time for partners to review and discuss with Uber Eats if they have any concerns. The roll out of the new contracts will be completed by December 2019.