The working conditions of cyclists employed by on-demand food delivery service Deliveroo has drastically declined during the coronavirus crisis. That is the view of many of those who do the hard graft, cycling around cities and urban areas collecting food and making deliveries.

Speaking to Hot Press, people who deliver food in Cork city, for the London-based tech-driven delivery service, opened up about low pay, lack of protective gear and apparent disparities in receiving delivery orders to fulfil.

The workers have now penned a ‘manifesto’ outlining their demands and have sent it to the company for consideration. A copy of the document was also sent to Hot Press.

THE WAITING GAME

In their manifesto, Deliveroo couriers in Cork have reminded their bosses that they are central to the success of the company. They ask directly for better pay and working conditions.

“We made and continue to make the Deliveroo brand grow every day,” the document reads, “and more than ever, we are making the brand present inside the homes of the entire population of Cork during the difficulties that the lockdown and quarantine brought. We, bicycle deliverers, are united to be heard and have a better working condition.”

The document states that cyclists are made to feel inconsequential.

“We are feeling more and more devalued every day, deliveries with very low payments, increasing the distance and paying less, smaller payment boosters,” the manifesto reads. “We are more than just deliverers, we are the creators of the Deliveroo brand because, without bicycle delivery, the brand would probably not be the same."

The manifesto highlights issues around inequality in receiving orders among cyclists. It also highlights low wages, and restrictions in receiving tips.

“The algorithm favours only motorcycles and car drivers,” it says.

Here, the document is addressing a major issue for those making deliveries, as they often end up waiting for considerable periods of time in ‘work mode’ before the next order arrives. You see the riders gathered in groups in cities, waiting for the man – the Deliveroo algorithm man, that is.

Leonardo Da Silva, a Deliveroo cyclist, told Hot Press that the company continues to hire more couriers, while he and other cyclists often have to wait for hours to receive an order.

“It seems to me, they keep opening new accounts,” he said. “I don't know why we don't get many orders. They give most of the orders to people with cars and motorcycles, so we’re doing nothing, and we have to be on the streets during the pandemic doing nothing.”

A female Deliveroo cyclist, who requested anonymity, also told us that couriers who use their bicycles for work feel betrayed by the company’s recent adjustments, which have caused their wages to plummet rapidly.

“They would send us emails saying how we matter to them, and then they just, out of the blue, literally in a day, changed their algorithm and started hiring scooters and car drivers, and they changed it in such crucial times,” she said. “I understand that there are places that cyclists can’t go to – there are only so many kilometres you can cycle – but they could incorporate work for everyone.”

The Deliveroo courier said that she is bewildered as to why the company continues to hire more cyclists when current workers grapple to get ‘gigs'.

“Nothing comes up on our screens,” she said. “We’d be waiting two, three hours whereas powerful people with cars would be working non-stop. Having a different vehicle involves tax, insurance. We can’t afford it. The biggest confusion is why they are still hiring cyclists. That’s the ultimate question.”

MAXIMISING PROFIT

Alan Araki, another Deliveroo cyclist in Cork, told us that new workers often agree to what he described as ‘devalued’ wages for delivery services. Therefore, he believes that the company continues to scour for new workforce to minimise costs and maximise profit.

“Someone will accept the devalued order,” Araki said.

Da Silva also said that new couriers, who are often in immediate need of employment, are not aware of their rights, so they agree to work for less, adding that the company has reduced the minimum wage of €4.30 per order to €2.90 in recent months.

“We’re going really really far to make €2.90. I mean like three kilometres. You understand? It’s like for nothing,” he told Hot Press, “so, I have to work a lot more to make the same money as before.”

The female cyclist also said that, some days, she only makes €2.90 per hour, as there are no gigs going for cyclists. In February the minimum wage in Ireland was increased to €10.10 per hour.

HEALTH AND SAFETY CONCERNS

While many workers are doing their jobs from home to adhere to social isolation guidelines, food delivery couriers must continue interacting with people to pay their bills.

Deliveroo cyclists have alleged that the company has failed to provide sanitisers and masks to ensure their safety.

“They sent an email saying 'now you can ask for masks and sanitisers',” De Silva said, “but when we request these things, they didn't say nothing. It was a month ago or maybe more. They also said if you buy it yourself, we pay you the money, pay like €25."

Araki insisted that the company hasn't reimbursed most workers who have purchased safety gear.

“We take care of our health,” he said. “We have no contact with the customers. We keep the backpack open for the customer to pick up the food on their own instead of giving it to their hands. But Deliveroo said it would send masks and sanitisers to the couriers, and it was never sent to anyone that I know of. They also said they would pay [for safety gear] and it was proved that some of them was never paid.”

The female courier said that she doesn’t know of “even one person in Cork who has gotten masks and sanitisers.”
“Maybe they gave them to riders in Dublin or somewhere else,” she said.

NO TIPS AFTER DELIVERY

Workers also believe that the company’s tipping system, embedded into its application, works against both couriers and customers.

Deliveroo customers cannot offer a tip once the delivery has been made, something that couriers deem to be unfair.

“Deliveroo customers can only perform their thanks with a tip before delivery, without even knowing if the delivery will be fast, with the appropriate temperature for the food, with the products in perfect condition and with a polite courier,” the workers’ manifesto reads, “certainly a customer who did not offer a tip before the order was placed, if he is surprised with his food in perfect condition offered by a happy and polite driver, there is a great chance that he will offer this tip to the courier after delivery.”

DELIVEROO RESPONDS

In a statement issued to Hot Press, a spokesperson for Deliveroo acknowledged that the firm had received the couriers’ grievance letter and was working to address their concerns.

“Deliveroo is proud to work with 1,000 riders in Ireland, the company told us. “Deliveroo always seeks to make sure we have the right number of riders on the road to meet consumers demands, and we will work with riders directly on any issues they raise. Riders are at the heart of everything we do.

“We have always sought to make sure that riders are safe, for example, introducing contact-free delivery and financial support for riders who are unwell. We have also distributed hundreds of free items of PPE to riders.”

Responding to claims about couriers who were not reimbursed for purchasing protective gear, the spokesperson said the company only rejected “receipts we judged to be invalid.”

“If any rider submitted a receipt that was rejected, they will have been informed of the reasons why,” he said, “Regarding onboarding riders – we only onboard new riders in order to meet customer demand, or fill service gaps created by riders who have stopped working with us.”

The spokesperson also firmly denied employing vulnerable workers in Ireland for low wages.

THREATS OF THE GIG ECONOMY

Founded in 2012 in London, the food delivery ‘start-up’ joined the so-called ‘unicorn club’ of privately held firms in the world whose valuation exceeds $1 billion in 2016, according to The New York Times. The company declines to provide precise details of its valuation.

Deliveroo operates across 12 countries, mostly in Europe.

Companies like Deliveroo, position themselves as providing logistical and technical support to restaurants, by aiding them to take orders and deliver food with a few swipes on a smartphone.

Deliveroo is deemed to be a gig company, offering flexible hours. However, the coronavirus crisis has exposed the fragility of the life led by gig economy workers.

Classified as ‘self-employed’ or ‘freelancers’, food delivery couriers are not full-time employees. That means they have few protections like guaranteed wages, sick pay and health care, all beneficial elements that are even more critical in times of crisis.

Some Deliveroo couriers claim not to have a contract or written agreement with the company.

Da Silva told Hot Press that the employment process was prompt and easy.

“I went to the website, and I applied, and then I waited to be called for an interview, and then I opened my account," he recalled. "I have my payslips, though."

The female courier we spoke to said that while she has a contract from the company, the British firm has changed it several times.

“A written agreement doesn’t guarantee anything,” she said.

A former Deliveroo employee who spoke on the condition of anonymity, also told Hot Press, that the loose system of employment inevitably facilitates exploitation. It can also, he said, be open to Irish citizens or EU nationals ‘renting out’ their accounts to other vulnerable workers.

As raised by TDs at the Dáil this week, ‘self-employed’ workers are also finding it difficult to claim the Government’s Covid-19 Employment payment, when they lose their jobs.

• Pic of Deliveroo riders in Cork by Damian Coleman