Uber Eats is being called to change their policies following claims they unfairly charge restaurants for incidents out of the restaurants’ control. With food delivery becoming more and more popular, the sector is becoming increasingly flooded with competition—restaurants now have more than one option. Through this, however, means that delivery companies are having to offer something unique.
Uber Eats has said that they will amend contracts by the end of the year after Australia’s competition watchdog determined the company’s contracts with restaurants were unfair. These contracts allowed Uber Eats to charge restaurants after refunding customers after the food had been picked up by a courier even if the delivery problem wasn’t the restaurants’ fault.
Although amendments to these rules are in the works, restaurants in Australia will still be held responsible for mistakes that are within their control—incorrect orders, missing food items, etc. Additionally, restaurants will be able to dispute refunds or complaints, something that Uber Eats said they were always able to do, however. In a statement, Jodie Auster, general manager of Uber Eats Australia and New Zealand, said the changes would better reflect the way Uber Eats operates in practice. “We place a lot of value on establishing long-term relationships without restaurant partners, and it’s important that we provide a great partner experience, which includes giving them clear information about what to expect from us in a range of circumstances.”