Community Behaviour Guide | Delivery Doves

Legal & Policies

Delivery Doves

Community Behavior Guide

Community Guide

Welcome aboard!

How this Guide applies to you and your personnel

(Please ensure that you bring these requirements to the attention of your personnel and seek confirmation of this compliance)

This Guide sets out our expectations of you, and any substitute you may choose to perform delivery services on your behalf (Personnel).

This Guide operates alongside the Courier Agreement and Requirements agreed by you in contracting to perform delivery services for Delivery Doves. The matters set out in this Guide do not form part of your terms and conditions.

Delivery Doves is committed to the health and safety of its couriers and the people our couriers engage with. At all times, you and your Personnel must ensure that all reasonably practicable steps are taken so as not to create a risk to the health and safety of yourself or other persons, including restaurant staff, patrons and the general public.

Delivery Doves cares about its brand and takes this Guide very seriously, so failing to follow them may result in your services being terminated.

If you have any questions or require any clarification about:

our expectations of your conduct; and/or
the expectations you should reasonably have about conduct towards you,
you should contact Delivery Doves .

Safe driving

Driving is at the core of your services to Delivery Doves , so be safe on the roads

At all times while you are driving in the course of providing services to Delivery Doves (including when you are on the roads between delivery opportunities, as well as while driving to a restaurant or delivering to our customers), you should:

Obey all road signs and directions
Comply with the signposted speed limits
Only park in lawful, authorised spaces
Respect other road users
Not drive whilst under the influence of drugs or alcohol
Not use your mobile phone whilst driving
Not engage in “road rage” or any other unsafe driving behaviour
If you are in a motorised vehicle, please consider turning off your engine when stationary to reduce pollution, protect your health and save money.

Fitness for work

You are expected to be fit to bring your A-game every time you provide delivery services to us

A range of risks to health and safety can arise if you are not fit for work such as:

Increased accidents and incidents
Injuries to you and/or other persons
Damage to property

You must ensure that you are fit for work and that you do not accept any delivery jobs if you are suffering from any of the following while you are unfit:

Injury or illness
Drug and alcohol use
Fatigue

In particular, you must never perform services for Delivery Doves while under the influence of alcohol and/or drugs. For these purposes, drugs include any illicit drugs as well as any prescribed or over the counter medication that may affect your ability to drive safely.

Protective clothing and equipment

Make sure you have all the gear you need to keep yourself safe in the event of an incident

While performing services, make sure you are using appropriate protective clothing and equipment including:

For couriers driving by car, seatbelts
For couriers delivering by motorbike or scooter, a helmet and appropriate protective clothing
Sunglasses and sunscreen (it gets hot out there on the road!)
Sealable, commercial grade, insulated food transportation bag

Maintaining your equipment

Keeping your sealable, commercial grade, insulated food transportation bag clean (inside and out) is crucial to avoid food contamination issues

Cleanliness is a priority. You should ensure that your bag is clean and in good condition.
At the end of each delivery run, you can wipe clean, first with warm soapy water, then with a clean damp cloth (do not use bleach).
Restaurants may ask to check the cleanliness of the bag and if it’s not clean, they may refuse for you to make the delivery.
Do not keep any personal items in the bag or anything other than the food you are delivering.

Maintaining safe vehicles

Your vehicle must be insured, and should be regularly maintained so it is operational, safe and unlikely to break down with a current MOT certificate (if required).

You should have your vehicle serviced at regular intervals and audited against a safety checklist.
You should keep all records of vehicle maintenance, including manufacturers’ recommended service intervals.
Your vehicle is your key tool of the trade, so make sure it’s well maintained

Environmental Hazards

It’s a crazy world out there, so expect the unexpected

While it should not be a common occurrence, you may encounter hazards which might escalate the risk of injury to you in the performance of your services.

The types of hazards that you may come across include:

Weather, including rain, icy roads, storms, hot weather and wind
Other road users and pedestrians
Hazards inside restaurants, including crowds of people, slippery or uneven floors
Hazards at delivery locations, such as dogs, doors that are inaccessible, or unlit paths
Awkward or aggressive customers

Your safety is of paramount concern to us, so if you encounter an environmental hazard, you should assess the level of risk and consider strategies to avoid or minimise the risk of injury to you.

If it is not possible for you to safely complete a job, you should contact Delivery Doves .

Incident reporting

Sometimes accidents happen, or nearly happen. We want to know so that we can do what we can to prevent it happening again

You are required to report to Delivery Doves the following incidents that you might be directly involved in:

Incidents which caused injury to you
Incidents which caused injury or death to another person, including customers, restaurant staff, other motorists or the general public
Incidents that could have caused a serious injury or death to you (but did not), for example:
- a road collision in which you were directly involved but not injured
- a serious incident involving a highly aggressive customer that was escalating to possible violence
Incidents that could have caused a serious injury or death to another person (but did not)
Hazards you identify that are related to the delivery of your services which, if left unaddressed, could cause serious harm to you or others.

You do not need to report traffic hazards or other hazards over which Delivery Doves does not reasonably have any control or any ability to reduce any risk of harm to you or our customers.

Reporting any incident as soon as possible is crucial – we are here to help you work safely!

Expected standards of conduct

We expect couriers to act with honesty and integrity at all times on the network, we are constantly on the lookout for fraudulent activity, you must:

Ensure that your device submits an accurate and representative GPS signal at all times
Not use any 3rd party software that interferes with the normal operation of the courier app
Remain at the restaurant after marking yourself “Parked at Restaurant” until you have collected the order and marked it as such in the Courier App
Remember to swipe “Collected” as soon as the order has been placed securely in your bag
Complete the collection and delivery in a safe and timely manner
Only mark an order as “Delivered” when the food has been safely handed to the customer or, if the customer is unreachable, left in a safe location after following the in-app prompts
Not have a significant number of undelivered orders against your account for any reason

Collection / Delivery Delays

For every delivery opportunity accepted by the courier, the courier agrees to proceed to the restaurant and collect the order in a safe and timely manner, ensure the order is properly fulfilled as per the customer/restaurant/business requirements and deliver to the customer in a safe and timely manner, without taking action that would negatively impact the quality or presentation of the items being delivered. An order is deemed to be delivered when the courier delivers the items to the customer or places in a designated place as outlined in the special delivery instructions (SDIs) or in a reasonable location if the customer has not provided SDIs or is non responsive.

Delivery Doves is permitted to cancel or reduce the delivery fee for an order associated with a collect/delivery delay where the delay has resulted in:

An incomplete or undelivered order (unless Delivery Doves has mutually agreed to this in advance);
Customer or restaurant canceled the order as a result of the delay;
Food quality or presentation has been negatively impacted;
A customer or restaurant has made a complaint related to your acts or omissions;
An unreasonable length of time to complete the delivery; or
Suspected fraud or misuse has been detected.

Your success in providing services to Delivery Doves depends on the overall success of Delivery Doves to be represented to its customers and restaurants as professional and reliable.

Ensure a neat and tidy appearance at all times
Have your relevant ID with you
Treat all restaurant staff and customers with respect
Park vehicles in designated/lawful areas only
Remove your helmet before entering restaurants or ringing the customer’s doorbell
Only use a sealable, commercial grade, insulated food transportation bag when delivering food to a customer
Drive safely at all times
Always report any incidents promptly

Don't

Park delivery vehicles illegally
Carry food without a sealable, commercial grade, insulated food transportation bag
Put both hot and cold food in the same bag
Touch food or other products being delivered
Enter customers’ houses under any circumstances, even if invited
Cause any disturbance or disruption to staff or patrons of the restaurant
Contact a customer for any personal reason or any reason unconnected with the delivery services

Personnel

Having the ability to engage your own personnel is a major benefit of being self-employed

Delivery Doves ’s priority is to ensure that takeaway food is delivered to customers as efficiently as possible; that’s why we encourage you to build a team around you who can deliver for you if you are unable to do so or just doesn’t fancy it.

This means that, every time you’re presented with a Delivery Run or Delivery Opportunity, you have a choice: accept it, decline it, or ask one of your Personnel to do it – we genuinely don’t mind which you choose.

All we ask is that you ensure that your Personnel are able to meet the Minimum Standards in the Courier Agreement. Also, remember that your Personnel are there to act as your substitute. Under no circumstances should you and any of your Personnel be out delivering services on the same Delivery Run at the same time.

Unlawful discrimination

Discrimination in connection with a protected characteristic is unlawful. Unlawful discrimination means the unfavourable treatment of a person because they have, or because the person thinks they have, a particular characteristic, such as:

Sex
Age
Disability or impairment
Gender identity
Race, colour or ethnic background
Nationality
Religious beliefs or philosophical beliefs
Pregnancy/Family responsibilities
Sexual orientation
Marital status

If you experience discrimination in the performance of your services, you should raise this with Delivery Doves in accordance with the procedures set out in this Guide.

Also, if any allegation is made that you have engaged in discriminatory behaviour towards any person when performing services for Delivery Doves , this may result in the termination of your services.

You should expect to be able to deliver your services with dignity and respect, free from discrimination, harassment or bullying

Sexual harassment

You should expect to be able to deliver your services with dignity and respect, free from discrimination, harassment or bullying

Sexual harassment is unlawful and will not be tolerated in any part of Delivery Doves ’s business. This includes sexual harassment, which can be physical, spoken or written such as:

Comments about a person’s private life or the way they look
Sexually suggestive behaviour such as leering or staring
Physical contact such as touching, brushing up against a person, hugging against the person’s will
Sexually suggestive comments or jokes
displaying offensive photos etc.
sexual propositions or requests for dates
sending sexually explicit or offensive emails, telephone calls or text messages

If you experience sexual harassment in the performance of your services, you should raise this with Delivery Doves in accordance with the procedures set out in this Guide.

Also, if any allegation is made that you have engaged in sexual harassment towards any person when performing services for Delivery Doves , this may result in the termination of your services.

Harassment & Bullying

You should expect to be able to deliver your services with dignity and respect, free from discrimination, harassment or bullying

Bullying is repeated, unreasonable behavior directed towards people in the workplace that creates a risk to health and safety, such as:

physical or verbal abuse
yelling, screaming or offensive language
excluding or isolating employees
sarcasm, teasing, insults, and other forms or demeaning language
intimidating and “ganging up”
practical jokes
deliberately withholding information or equipment that you need to provide the services

You must ensure that the workplace is free from harassment and bullying.

You should report any incidences of discrimination, bullying or harassment you see or experience to Delivery Doves.

Social Media

Delivery Doves is an online business and the things you say and do online can affect our reputation and your success as a courier

Be conscious that identifying yourself as a service provider to Delivery Doves means that you are representing our brand
Be respectful of all individuals you communicate with online
Ensure that any opinions you express are not expressed to be those of Delivery Doves
Fully logout of social media sites when leaving devices unattended so that others cannot post as you

Don't

Set up your personal profile to say that you work for Delivery Doves
Make offensive comments about Delivery Doves or any of its employees, contractors, suppliers, or agents or engage in discrimination, harassment or bullying
Imply in any way that you are authorized to speak on Delivery Doves ’s behalf
Post anything online that may damage Delivery Doves ’s reputation or bring it into disrepute

Criminal record checks

We want all our restaurants and customers to feel safe when working with couriers.

One of the requirements under your Terms & Conditions is that we shall require you to undergo a criminal record check carried out by a third-party provider.

Delivery Doves will handle any information relating to your criminal record confidentially and in accordance with its Privacy Policy.

Delivery Doves will consider you to be unsuitable to provide services if your criminal record discloses matters that may be regarded to compromise the safety, or perception of safety, of Delivery Doves ’s customers, restaurants, and your fellow road users.

If you are convicted of a criminal offence at any time after you have started performing independent delivery services for Delivery Doves, you must let us know as soon as possible and discuss this with our Courier Team.

Delivering Alcohol

It’s completely up to you whether you want to accept a Delivery Opportunity which includes an order containing alcohol. However, if you do, it’s important you and your Personnel follow the ‘Challenge 25’ policy, in line with market practice regarding alcohol delivery.

Challenge 25 Policy

Have you accepted a delivery containing alcohol on the Delivery Doves Network? It’s really important to make sure you’re following the Challenge 25 policy to ensure all alcohol orders are delivered safely and within the law.

What should I do if the customer appears to be over 25 years of age and not intoxicated?

If the customer looks over the age of 25, continue to follow the steps in-app
Hand over the order to the customer

What should I do if the customer appears to be below 25 years of age and not intoxicated?

Ask the customer to present a valid Government issued photo identification card
Check the Date of Birth to confirm they are over the age of 18, and that the identification matches the name on the order
Hand over the order to the customer

If at any point during the delivery the customer appears to be intoxicated, do not handover the food. Instead, please contact Live Support via the Courier App for guidance.

What forms of ID are acceptable?

Passport
British Virgin Islands or other driver’s licence accepted by BVI Government
Photo identification displaying the National Proof of Age Standards Scheme (PASS hologram)
National identity card issued by a BVI lander Member State

*In both cases, if a customer appears to be intoxicated, you won’t be able to deliver the order. If this is the case, please contact Live Support via the Courier App, and return the entire order to the restaurant as soon as possible.

How can I safely deliver alcohol orders?

? Choose to Accept or ? Reject orders containing alcohol ? If you accept an order containing alcohol, follow the steps in the Courier App to complete the order in line with our Challenge 25 policy ? If someone looks under 25, or you are unsure of their age -ask for their ID! ? Only accept ID that is valid and acceptable (passports, driving licences, or official photo ID) ? Only deliver alcohol where the order name matches the ID card shown ? Never deliver alcoholic items to a customer who could be under 18, or intoxicated ? If you have any issues with the customer, contact Live Support via the Courier App and return the entire order to the restaurant