For Uber Eats, diversity is a choice. We are proud of the diverse backgrounds our couriers come from. During our National Consultation, couriers reported having been victims of incidents (comments, insults, or even attacks) of a racist or discriminatory nature. Even if not outright insults, certain remarks based on biases related to assumed origins and religion, skin color, or gender, constitute micro-aggressions. We strongly condemn all such incidents, which are contrary to our values of diversity and inclusion.
We are committed to ensuring that couriers can conduct their activities in complete serenity.
In line with the agreement signed on May 13, 2024, by the representative organizations of independent workers and the platforms organization, aimed at combating all forms of discrimination on platforms, this page details the initiatives set up by Uber Eats to support victims of discrimination and to raise awareness among all users of the platform.
Understanding Discrimination
Discrimination is a offence that involves treating a person unfavorably based on a ground forbidden by law.
There are notably two forms of discrimination:
- Direct discrimination: When a person is treated less favorably than another in a comparable situation, based on characteristics specific to the discriminated person and whose consideration is prohibited by law;
- Indirect discrimination: When an apparently neutral practice disadvantages certain people, unless it is justified by a legitimate objective.
On platforms, discrimination can take several forms:
- Any discriminatory behavior by a platform towards an independent courier, and vice versa;
- Any discriminatory behavior by a restaurant or merchant towards an independent courier, and vice versa;
- Any discriminatory behavior by a customer towards an independent courier, and vice versa;
- Any discriminatory behavior by one independent courier towards another.
Uber Eats’ Commitments Against Discrimination
As part of its anti-discrimination plan, which includes raising awareness among all its users, providing support, and imposing sanctions, Uber Eats continuously implements new actions to strengthen its prevention mechanisms.
- Team Training
Employees and contractors of Uber Eats, particularly those involved in investigating cases of discrimination, undergo dedicated training designed to equip them to effectively support couriers and to consider all elements of reported situations.
- “Anti-Discrimination” Reporting Button
Since 2021, couriers who are victims of discriminatory aggression can report these incidents directly via the app through the anti-discrimination button or the “Help” section. This button facilitates the reporting of discrimination for the victim and allows the Uber Eats teams to detect and address these situations even more quickly. Couriers can also report these cases via the in-app chat.
- Dedicated Legal and Psychological Support for Couriers
Since 2022, Uber Eats has provided couriers with free access to legal protection through Juridica, which includes a dedicated helpline (01 30 09 87 49), legal advice, and coverage of legal costs up to €5,000.
In 2023, 36% of cases handled involved violence suffered, 34% involved legal proceedings, and 20% involved defamation.
We have also enhanced our support mechanisms by adding a psychological support service, staffed by clinical psychologists, ensuring professional listening in complete confidentiality.
- Anti-Discrimination Observatory
In October 2023, the Platforms Association (API), which includes Deliveroo, Stuart, and Uber Eats, launched a survey aimed at active independent couriers on at least one of these platforms. This project aims to better understand the phenomena of discrimination and to identify action plans based on the feedback from couriers.
- Awareness Campaign
On the occasion of the International Day for the Elimination of Racial Discrimination on March 19, 2024, Uber Eats launched a new awareness campaign with a video titled "Uber Eats Closes the Door on Discrimination"
This initiative, broadcast to all Uber Eats users, reminds that no form of discrimination is tolerated on our app. We reserve the right to temporarily or permanently disable the account of any user who does not respect this rule.
- Webinar in Partnership with LICRA and Juridica
On May 16, 2024, Uber Eats organized a webinar in partnership with LICRA and Juridica to inform couriers about their rights, the different forms of discrimination, and how to react in these situations.
- Quarterly Newsletter
A dedicated newsletter will be launched by the end of the year to raise awareness among new couriers, to inform them of the support tools we provide, and to keep more experienced couriers informed of the evolution of their rights and Uber Eats' commitments.
- Signing of a Sectoral Agreement to Fight Discrimination
On May 13, 2024, the Platforms Association (API) - which includes Deliveroo, Stuart, and Uber Eats in its delivery commission - signed with the Fédération Nationale des Auto-Entrepreneurs, Union-Indépendants, and Sud Commerces, a new sectoral agreement dedicated to combating discrimination that provides:
- An observatory of discrimination to provide a factual and updated overview of discrimination situations reported by independent couriers, based on an annual survey conducted by the platforms among the couriers, and whose examination of results will be dedicated during one of the negotiation committee meetings.
- Prevention actions through the design and dissemination of a guide on discriminatory statements, acts, and behaviors and ways to prevent or respond to them, aimed at all users of the platforms (independent couriers, restaurateurs, merchants, and customers).
- An adapted handling of discrimination reports made by couriers through an easily accessible alert system and the priority examination of these reports.
- Measures following the report of a discriminatory situation by directing the victimized courier to specialized entities such as associations that can provide psychological support and/or assistance in taking steps. Concurrently, the platforms commit to taking measures against the perpetrator of the discrimination, up to terminating the contractual relationship (deactivating the customer or restaurant account). Finally, they guarantee their cooperation with competent authorities, particularly in the transmission of any necessary information for the proper conduct of the investigation related to the discrimination incident.
- A new, unprecedented right to financial compensation for couriers who have experienced a loss of activity. This right concerns those who have reported discrimination to the platforms and whose account was suspended following a report by a restaurant or a customer, then reactivated based on the elements provided.
- The signing of a charter of reciprocal commitments by which the platforms commit to raising awareness among representatives of restaurateurs, merchants, and customers.
- The sensitization of platform personnel in contact with couriers who may be involved in handling reported discrimination situations.
How to Report an Incident
Reporting an Emergency
In an emergency, couriers have the option to use the emergency button prominently displayed on the home screen, the most consulted interface by couriers when launching their app.
By activating this button, couriers are directly connected with the European emergency number 112. The position of the courier is displayed to quickly communicate to the authorities and facilitate their intervention.
The button is accessible from the home screen by clicking on “the shield” and then on the option “assistance at 112” represented by a “red siren”.
Couriers can also call:
- 17: Police emergency number
- 112: European emergency number
- 114: National number accessible to deaf or hard of hearing individuals
Reporting Discrimination
The anti-discrimination button facilitates the reporting of any act of hate committed against couriers (hateful remarks, verbal or physical violence, discrimination) and enables the Uber Eats teams to provide all necessary support and accompany them in their procedures, notably through our partnership with Juridica, which allows couriers to benefit from a free helpline staffed by qualified lawyers, legal aid, and reimbursement of their expenses in any potential proceedings, as well as a psychological support service.
For each situation, we conduct an investigation to gather testimonies from all involved parties, analyze the available data and the backgrounds of the client, restaurateur, merchant, and courier to make the fairest and most informed decision possible, which may lead to the deactivation of the user’s account, including if it is a client, restaurant, or merchant.
The button is accessible from the “Safety” section of the help center by selecting “I have been a victim of discrimination”.
Compensation Process
In accordance with the agreement signed on May 13, 2024, Uber Eats has set up a process to financially compensate couriers, when for a given order:
- A courier reports a case of discrimination using the anti-discrimination button;
- Another user reports an incident involving the courier, leading to the temporary suspension of the courier for investigative purposes.
We commit to making a final decision regarding the courier’s account within 30 days, unless the complexity of the case requires an extension. If the courier’s account is reactivated after the suspension period, they may request compensation within 15 days following the proactive notification from our support team, which will inform them of this possibility.
Compensation will be granted for each day of suspension, with a maximum of 30 days. The daily amount will be calculated based on the courier’s average daily earnings over the 12 weeks preceding their suspension.
Additional Resources
Additionally, several support services are accessible:
- LICRA’s helpline for victims of discrimination: 01 45 08 08 08
- National victim support helpline (free call, available 7 days a week): 116 006
Posted by Julien Lanniaux Munoz
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