Are you able to offer commission relief for restaurants affected by coronavirus?
Unfortunately we cannot provide commission relief at this time. The COVID-19 outbreak is challenging for all businesses and we're providing assistance where we can. 

In the below answer, we've outlined some measures below which you can take to reduce your cost base.

How can Deliveroo help me with my cash liquidity eg. payouts, commission relief, staff costs etc?

We can't provide commission relief at this time, we are however working to help reduce your cost basis in the following ways: 

  • Helping to improve your menu to optimise customer conversion
  • Help you to optimise your delivery estate, by picking the locations that give you the greatest coverage, and optimal sales volume (only applicable to multi-sites)
  • Further to this, we've launched daily payments to give you faster access to your delivery revenue so that we can help you with your cash flow.


Can you fund marketer offers to help us maintain some volume?
Unfortunately we cannot provide funding for Marketer offers during this period of uncertainty. 

We will continue to support our restaurant partners in other ways as the situation progresses. 

Here are a few other ways you can reach more customers:

  • Update your Menu - you can request big changes such as updating new prices or adding dishes with our partner support team.
  • 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%.
  • 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, please email restaurants@deliveroo.com.au


How can I increase my visibility in app/to customers?

  • Ensure your tablet is on and consider extending your scheduled opening hours to be visible to more customers throughout the day
  • Link your website and social media channels to your Deliveroo brand landing page. You can reach out to your account manager who will be able to provide you with templates that can be shared across your social feeds to let your existing and potential customers know that you are still open for delivery via Deliveroo. 
  • Run Marketer offers targeting new or existing customers via Restaurant hub
  • Add menu item images and descriptions to convert customers who click on your menu
  • Ensure orders are prepared on time and there are no food quality and accuracy issues so that customer re-order from your restaurant


Will riders definitely be available or should I look at arranging my own deliveries?

First and foremost, our number one priority is rider safety - read more about keeping staff and riders safe.

Based on trends in international markets, and the stability of our rider fleet, we don't anticipate any significant issues in rider availability in the coming weeks.

Do you have a contingency plan for reduced rider availability?

Deliveries have been allowed across all of our markets, with riders being 'key workers'. We don't expect a reduction 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. The speed at which we onboard new riders will vary by zone.

Are you also able to share guidelines to minimise the risk of spreading the virus between staff, rider and customers

We've created a guide to safe, contact-free delivery, as well as restaurant set up to ensure safety for your staff and for riders.

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.com.au (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.com.au (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're recommending a series of measures for delivery services which we believe will help you to operate effectively and safely:

  • Prominently display poster information regarding food safety and personal hygiene in your kitchens and staff rooms - and where appropriate send these directly to employees.
  • 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 (38°C or higher for most adults).
  • All food handlers need to wash their hands regularly and thoroughly using an alcohol-based hand rub or soap and water for 30 x 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. 
  • Ensure that all kitchen equipment including fridges, food containers and chopping boards are cleaned and sanitised.
  • Provide hand sanitiser in your restaurant so it’s readily available to staff, customers and riders.
  • Ensure that your restaurant premises are regularly cleaned, especially in spaces where food is exposed, such as in the kitchen and dining areas.
  • 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.
  • 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. Deliveroo will make stickers available to you should you need them.

How do we operate a delivery-only kitchen at this time?

For more information about operating a delivery-only kitchen, including set up and safety guidance read our overview of setting up as a delivery-only kitchen.

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 to operate effectively and safely:

  1. 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


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 the above measures which will help you to operate delivery services effectively and safely.


Can we extend our delivery area (radii) on M+ to reach more customers?

We are unable to make any further changes to your delivery radii however, there are a number of other ways in which you can reach more customers:

  • Run a special offer - you can get in front of more customers with Marketer, our in-app marketing tool.
  • 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 is Deliveroo helping support the community during Covid-19?
As a partner to more than 13,000 restaurants across Australia, we understand the challenges faced by small business owners as a result of the COVID-19 outbreak

During these challenging times, our focus is on ensuring restaurants can continue to trade and that the Australian public can still order from local restaurants - supporting the local economy and assisting those that are in self-isolation.

As well as setting up hand sanitiser stations in restaurant hot spots across the country, we’ve also launched a contact-free delivery service to give customers, riders and restaurants confidence that they can order safely amidst the spread of COVID-19.

We are also actively working with small businesses who traditionally have not operated on food delivery platforms, such as caterers and fine dining restaurants, to help them pivot their business to the online channel so that they can continue to trade.

We encourage everyone to read the relevant health advice and take necessary precautions, but to continue to support small businesses, including the restaurant sector.

Will Deliveroo's working from home policy impact my business?
The health and safety of our employees and partners are of utmost importance. This is why we are taking every step to ensure they are safe. Since early March, the Deliveroo team have been working remotely and limiting in-person meetings as much as possible.

During this challenging time, please be assured that our team is as committed as ever to serving you as best we can. We’re here for you and placing your needs front and centre.

As the COVID-19 situation continues to evolve, our focus remains on ensuring riders can continue to work safely, restaurants can continue to trade and that the Australian public can still order from local restaurants - supporting our local economy and assisting those that are in self-isolation.

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