What are you doing for your riders during Covid-19?
We are taking a number of precautions to ensure the health and safety of our riders, as well as the delivery of food to our customers:
a) We have arranged two rounds of masks distribution and one round of hand sanitiser distribution to our entire rider fleet.  Riders will only handover food in the lobby or outside of buildings in high risk areas, such as hospitals.
b) We are working with a number of chain restaurants on riders' temperature taking to help us better monitor the health of our fleet.
c) We introduced 'contact-less' delivery, a feature that will allow riders and customers to exchange food safely with minimal interaction.
d) We have been closely monitoring the situation and will suspend delivery services in any particular area that has outbreaks. We had suspended delivery service in the Cheung Hong Estate in Tsing Yi back in February.
e) We have announced a ‘hardship fund’ for riders, so those who contract the COVID-19 virus or those who have been instructed to be in isolation by a medical authority will be eligible for financial support.

Will riders definitely be available over the next few weeks or should I look at arranging my own driver?
First and foremost, our number one priority is rider safety. However, based on trends in international markets and the stability of our rider fleet, we do not anticipate any significant issues in rider availability in the coming weeks. 

Is Deliveroo able to hire some of our hourly team members and, if so, what do they need to do to sign-up as a rider?
We want to help restaurants who may no longer be able to employ all their hourly staff and these employees can sign up to be a rider, however the speed at which we onboard new riders will vary by zone.

Are you also able to share plans/actions in terms of safety for riders & customers for minimising the risk of spreading the virus and contingency plans for reduced riders numbers?
Firstly, based on trends in international markets and the stability of our rider fleet, we do not anticipate any siginificant issues in rider avaliability in the coming weeks. Secondly, please see link for Deliveroo's safety guidelines.

What should I do if one of my employees has symptoms of coronavirus?
Please contact your official medical authority for guidance and immediately notify us through your Account Manager or restaurants@deliveroo.hk (using the subject line: 'Employee Coronavirus') if one of your employees has tested positive for coronavirus. We may need to contact riders who have been in your restaurant and share relevant guidance with them.

What should I do if one of my customers has symptoms of coronavirus?
Please contact your official medical authority for guidance and immediately notify us through your Account Manager or restaurants@deliveroo.hk (using the subject line: 'Customer Coronavirus') if one of your staff or in-house customers has symptoms of coronavirus. We may need to contact riders who have been in your restaurant and share relevant guidance with them.

Do you have any guidance on what we can do to take extra precautions while preparing food for delivery?
Due to the exceptional situation in which we find ourselves, we are recommending a series of measures for delivery services which we believe will help you to operate effectively and safely:

  1. Prominently display poster information regarding food safety and personal hygiene in your kitchens and staff rooms - and where appropriate send these directly to employees.
  2. Encourage staff to take their temperature regularly and to be more alert than usual to potential symptoms that could indicate infection - notably breathing difficulties, coughing or a high temperature (37.2°C or higher for most adults).
  3. All food handlers need to wash their hands regularly and thoroughly using an alcohol-based hand rub or soap and water for 30 seconds every 15-20 minutes. In addition to the basic food safety level standards for chefs we recommend that additional training is made available where possible. 
  4. Ensure that all kitchen equipment including fridges, food containers and chopping boards are cleaned and sanitised.
  5. Provide hand sanitiser in your restaurant so it’s readily available to staff, customers and riders.
  6. Ensure that your restaurant premises are regularly cleaned, especially in spaces where food is exposed, such as in the kitchen and dining areas
  7. We recommend that you regularly check public health authority guidance to keep up to date on advice provided. Circulate this advice to employees on a 'must read' basis.
  8. Orders should be properly sealed and packaged, using tape, and/or stickers before being made ready for rider collection. This will limit any potentially infectious airborne material from coming in contact with food during delivery. We also encourage you to double bag delivery orders so that food is kept safe inside before it is handed to the customer. 

How do we operate a delivery-only kitchen at this time?
There are a few steps you can take that will help you to operate safely and effectively:

  1. Introduce social distancing for all restaurant staff and riders, limit the number of riders in the store and mark waiting areas - 1 meter apart - on the floor both inside and outside your premises. Make sure that you can enable contact-free handoff of bags - select a table per platform, with staff placing the bag on the table and walking away, before the rider approaches.
  2. Choose your dedicated order coordinators - with someone on each shift to prepare delivery bags and make sure hand-off is managed without direct physical contact.
  3.  Apply strict hygiene practices - frequently (every 30 minutes) sanitise all contact surfaces (for example food prep areas, counter tops, tablets, phones and door handles etc) and make sure that you and your team are enforcing hand washing for 30 seconds or more every 15-20 minutes. 

What happens if the government shuts down restaurants?
As yet, we do not know whether the government will mandate restaurant closure, and if closure would prevent the continuation of food delivery services. Nevertheless, we recommend you implement a series of measures which will help you operate effectively and safely:

  1. Social distancing for all restaurant staff and riders - limit the number of riders in the store and mark waiting areas - 1 meter apart - on the ground inside and outside 
  2. Contact-free handoff of bags - select a table per delivery platform, for staff to place the bag on and walking away before the rider approaches
  3. Dedicated Order coordinators - choose someone on each shift to prepare delivery bags and make sure hand-off is managed without face to face interaction.
  4. Strict hygiene practices - frequently disinfect all high-uses surfaces (food prep areas, counters, tables, doors and door handles) and make sure you and your staff are inforcing regular hand-washing - 20 seconds with soap and water, every 15-20 minutes
  5. Constant communication - rapid communication of any potential contamination is critical to preventing contagion

Have Deliveroo had any official government confirmation that the food delivery market is fine to continue operations?
Currently, restaurants are able to continue delivering food to customers. We do not know whether, in the future, the government will mandate restaurant closure, and if closure would prevent the continuation of food delivery services. Nevertheless, we recommend you implement a series of measures  which will help you to operate delivery sevices effectively and safely:

  1. Social distancing for all restaurant staff and riders, limit the number of riders in the store and mark waiting areas - 1 meter apart - on the floor inside and outside Contact-free handoff of bags - select a table per platform, with staff placing the bag on the table and walking away, before the rider approaches
  2. Dedicated Order coordinators - choose someone on each shift to prepare delivery bags and make sure hand-off is managed without face to face interaction. 
  3. Strict hygiene practices - frequently disinfect all high-uses surfaces (food prep areas, counters, tables, doors and door handles) and make sure you and your staff are inforcing regular hand-washing - 20 seconds with soap and water, every 15-20 minutes
  4. Constant communication - rapid communication of possible any contamination is critical to preventing contagion

We would like all Riders to wear face masks when picking up orders, can you help us enforce this?
As supplies are not stable, we are unable to guarantee that all Riders will be able to wear face masks. However, we have done two rounds of masks distributions and one round of hand sanitiser distribution to our entire Rider fleet, and expect our Riders to take extra care of personal hygiene

Here are a few measures you can take to ensure hygiene and safety:

  1. Social distancing for all restaurant staff and riders - limit the number of riders in the store and mark waiting areas - 1 meter apart - on the ground inside and outside 
  2. Contact-free handoff of bags - select a table per delivery platform, for staff to place the bag on and walking away before the rider approaches
  3. Dedicated Order coordinators - choose someone on each shift to prepare delivery bags and make sure hand-off is managed without face to face interaction. 

In the unlikely event that a Rider causes concern, you may submit feedback through this form.

FAQs: In-app marketing and Coronavirus (COVID-19)

Can you fund marketer offers in the coming days to help us maintain some volume?Unfortunately we do not have the financial resource to support all of our partners with marketer offer funding. However, there are a number of other ways in which you can reach more customers: 

  1. Update your Menu - you can request big changes such as updating new prices or adding dishes with our partner support team.
  2. Add and edit photos - great photos help to sell your dishes and set you apart on Deliveroo. We encourage you to provide photography for at least 10% of your menu - it can boost your orders by around 12%. 
  3. Update your opening times - you can use your tablet to schedule your days off, for any other changes to your opening times - permanent or temporary

How can I increase my visibility in app/to customers?
Some easy steps to grow your business and increase in app discoverability are:

  1. Update your Menu - you can request big changes such as updating new prices or adding dishes with our partner support team.
  2. Add and edit photos - great photos help to sell your dishes and set you apart on Deliveroo. We encourage you to provide photography for at least 10% of your menu - it can boost your orders by around 12%.
  3. Update your opening times - you can use your tablet to schedule your days off, for any other changes to your opening times - permanent or temporary
  4. Run a special offer - you can get in front of more customers with Marketer, our in-app marketing tool.v) Enable pick-up to cater to a different set of customers
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