What can I do to guarantee my own safety and the safety of other drivers?
Please clean your hands regularly and thoroughly with soap and water. Please use the antibacterial hand gels that will be handed out to you. Maintain at least 1.5 metres of distance between yourself and others. Please clean your equipment regularly and thoroughly.
How can you guarantee my safety in the hub?
Please try to always maintain at least 1.5 metres of distance between yourself and others in the hub. We have ordered antibacterial hand gels that will be distributed in the hubs. Instructions for using the antibacterial hand gels properly can be found in the hubs or on the hand gel bottles. Delivery backpacks and bikes should be cleaned after each shift. Wash your hands regularly and follow the washing instructions that are posted in the hubs. Please use restaurants’ bathrooms whenever possible to wash your hands with soap and warm water. We have sent a reminder to the restaurants that they should allow you to use their bathrooms.
How can you guarantee my safety in non-hub cities?
Please clean your hands regularly and thoroughly with soap and water. Please use the antibacterial hand gels that will be handed out to you. Maintain at least 1.5 metres of distance between yourself and others. Please clean your equipment regularly and thoroughly.
I don’t want to/am afraid to work because of the Coronavirus, am I allowed to cancel my shift?
Please notify the hub in advance about cancelling your shift and when will you be able to start again.
Do I still have to work all of my planned shifts?
Yes, please work your shifts as usual. The government has assessed that food delivery can continue in Austria. Therefore, the business continues with extra measurements taken for your safety. Please also check your app and the city chat to receive updates if the situation changes. Please note that you are also allowed to take paid or unpaid holidays (please see question “Can I apply for a leave?”)
Do I need to give availability for next week(s)?
Yes, please hand in your availability for the next week.
If my shifts are cancelled, how will I be informed?
If this should happen, you will be informed as soon as possible. Please check your app and the city chat to receive updates if the situation changes.
Can I cancel my vacation request because my travel plans have changed?
Please submit all your requests in written form to the hub. You will be notified about further actions regarding your vacation request.
What does contactless delivery mean?
Contactless delivery means there is no physical contact between you and customers. We recommend contactless delivery for online paid orders. To make sure you stay safe, we have a dedicated process in place: place the delivery bag close to the customer’s door, ring the door bell, step at least 1.5 metres away, ask the customer to retrieve their order from your delivery bag, and wait until they close the door.
What should I do when a restaurant employee doesn’t keep 1.5 metres of distance?
Kindly remind the employee that due to the Coronavirus, it’s important to keep plenty of distance from each other. You can also wait outside the restaurant until the order is ready.
What should I do when a restaurant employee doesn’t keep 1.5 metres of distance and wants to hand over the customer order, meaning that we touch hands?
Kindly remind the employee that due to the Coronavirus, touching hands isn’t a good idea. Ask the employee to place the order on a table or counter, and only retrieve the order after the employee has stepped away.
What should I do if the restaurant where I need to pick up an order is very crowded?
In case you notice that restaurants don’t commit to contactless pickup or social distance, let your Live Operations Agent know as soon as possible.
Who should I contact if a restaurant is not obeying to the Coronavirus policy/rules?
In case you notice that restaurants don’t commit to contactless pickup or social distance, let your Live Operations Agent know as soon as possible.
What should I do when a restaurant employee doesn’t give me the order in a paper bag?
Kindly ask the employee to put the order into a paper bag. Then, place the paper bag into your delivery backpack. For pizza boxes, a bag is not required.
Will I still have to deliver food to the hospital?
Yes, please do so. Hospital staff are the ones who need the most support from us and we want to be there for them. To make sure you stay safe, we have a dedicated process in place. Always deliver the order with reception on the ground floor.
Is it still safe for me to work?
We have evaluated the situation and decided that it is safe enough for you to work. We have introduced contactless delivery and pickup policies to protect you while working, which have been communicated via email. However, if you still do not feel comfortable enough to ride, that is your decision. Please let us know if you wish to end your shift early and email your manager/employer with your original shift start and end times, city and a short explanation for your absence. Please inform your manager/employer if this also applies to future shifts.
Is there a way to receive cashless tips?
We are working on ways to provide cashless tips. The customer can also put the tip on the floor for you to retrieve after they close the door. Please remember to keep at least 1.5 metres of distance from customers.
Should I have a document with permission to justify travel to/from/during work?
So far it is not needed in Switzerland yet in , but it can be obtained upon request. Please ask the local Hub Team.
Will I get antibacterial hand gel provided by Takeaway.com that I can take with me during my shift?
Please contact the hub in order to receive antibacterial hand gel. Keep in mind that it is currently very hard to obtain this item from suppliers. Please use it responsibly
Will restaurants have disinfectant available?
That is internal restaurant policy, so unfortunately we cannot confirm if restaurants will have disinfectant available. We have implemented contactless order pick up in restaurants and will send out a communication to all restaurants asking that they give you access to handwashing facilities.
Am I allowed to wear a face mask during my shift?
Yes.
Why are we not provided with face masks and gloves?
In this crisis, the supply of face masks and gloves is very limited. Medical professionals, nurses and doctors need these supplies the most. The World Health Organization has advised that washing your hands frequently and practising social distancing is the best way to prevent the spread of the virus if you are not a medical professional. If governments inform Takeaway.com that we should provide face masks and gloves, we will do so.
Where should I go on my break if it is cold and rainy outside, and I can’t go to the hub anymore?
Talk to the Hub Team, they will provide you with city-specific information.
How should I properly clean my delivery backpack after my shift?
Delivery backpacks should be cleaned as you normally would, meaning that they should be cleaned with water and soap after each shift.
Should I wash my work clothes more often now?
You should attend your shift in clean clothing as you normally would. Polo shirts should be washed at the end of your shift. Jackets and rain clothes should be washed once a week, or more frequently if necessary.
I have been or will soon be tested for the Coronavirus, will I get paid for the shifts that I was planning to work?
This absence will be treated as a sick leave, so please let us know via the app and send your sick note.
If I cancel my shifts because I am afraid to work, will I still get paid?
If you are not willing to work because of Corona we understand your concerns and offer you paid or unpaid leave. Please see our SOP that we have sent out to you with further details. Please note that we offer a maximum 4 weeks of unpaid holiday.
If Takeaway.com cancels my shift(s) because of the Coronavirus, will I still get paid?
Yes
If Takeaway.com cancels my shifts because of the Coronavirus, how soon will I be notified?
We will contact you as soon as soon as we receive the information of having to cancel your shift
If I get sent home during my shift because of the Coronavirus, will I still get paid for that shift?
Yes
Will I be paid an additional amount for using my private bicycle for work?
If you use your own bike, after confirming with your City Operations Manager, then yes.
Local authorities have told me to go into quarantine because I have been in contact with a person who has tested positively for the Coronavirus. Will I still get paid for my planned shifts?
Yes, as long as there is a doctor’s notice with a start and end date.
I have the Coronavirus and I am sick, will I still get paid?
Yes, as long as there is a doctor’s confirmation this will be treated as a normal sick leave.
My parents/family/partner have told me I am not allowed to work anymore, what should I do?
We have evaluated the situation and decided that it is safe enough for you to work. All deliveries are now contactless, which has been communicated via email. However, if you or your family still do not feel comfortable with you working, that is your decision. Please let us know if you wish to cancel your shifts and email your manager/employer with your original shift start and end time, city and a short explanation for your absence.
I feel sick, what should I do?
Stay at home if you feel unwell. If you have a fever, cough and difficulty breathing, seek medical attention via phone and report your symptoms.
I have been infected with the Coronavirus, what should I do?
If it is very likely that you have been infected with the Coronavirus, please do not come to work. Call your doctor to get further instructions. As well, we kindly ask you to call your manager and send a ticket with the sick note via the app.
My friend is sick and in quarantaine, can I still come to work?
If you have had direct contact with a person that has been tested positive or if you have typical symptoms, please do not come to work but call a doctor and report your case. Please submit your sick note via the app. In case you are a hub driver don’t visit the Hub.
What should I do if I believe or was told that a restaurant’s staff has been infected with the Coronavirus?
Please reach out directly to your manager to get further instructions.
Where can I get tested?
In any medical center/hospital that the local authorities have established that will offer this service
Do I need to have a sick note from the doctor if I am not feeling well?
Yes
How should I hand in my sick note in order not to infect my co-workers?
In case you have been informed of that scenario, please reach out directly to your manager to get further instructions.
Can I apply for leave?
Please talk to your City Operations Manager about a possible vacation.
Do customers know about the new delivery policy?
Yes, they have been informed via press, email newsletter, push notification, news websites and social media. We have also placed a message on our website explaining the new policy. The customer will see this message before they place their order. In case the customer is unaware of the process, please maintain the advised 1.5 metres of distance after ringing the bell and ask the customer to pick up the delivery from your delivery backpack.
I don’t want to get in close contact with customers, what do I do?
We have evaluated the situation and decided that it is safe enough for you to work. All deliveries are now contactless, which has been communicated via email. However, if you still do not feel comfortable enough to ride, that is your decision. Please let us know if you wish to end your shift early and email your manager/employer with your original shift start and end times, city and a short explanation for your absence. Please informed your manager/employer if this also applies to future shifts you have planned.
Am I allowed to place the order in front of the customer’s door?
The order should be placed in your backpack in front of the door so that the customer can pick it up easily.
Should I still enter a big apartment building to deliver an order?
Yes. We have evaluated the situation and decided that it is safe enough for you to work. All deliveries are now contactless, which has been communicated via email. However, if you still do not feel comfortable enough to work, that is your decision. Please let us know if you wish to cancel your shifts and email your manager/employer with your original shift start and end time, city and a short explanation for your absence.
Customers do not like the contactless delivery, how should I react?
Contactless delivery protects you and our customers. Please stick to the process. If a customer complains, kindly ask them to contact our Customer Service where their feedback is very appreciated.
What should I do when a customer doesn’t keep 1.5 metres of distance?
Kindly remind the customer about our contactless delivery process. If the customer approaches you, simply step back to keep 1.5 metres of distance and explain why.
What should I do when a customer wants to thank me by shaking my hand?
Kindly remind the customer that due to the Coronavirus, shaking hands isn’t a good idea. You can smile, wave and say thanks instead.
What should I do when a customer wants to give me a tip, meaning that we need to touch hands?
Kindly remind the customer that due to the Coronavirus, touching hands isn’t a good idea. Politely ask the customer to place the tip on the ground and retrieve the tip once the customer closes the door.
What should I do when a customer touches my delivery backpack?
Once the customer closes the door, please retrieve your delivery backpack and disinfect your hands and backpack with antibacterial supplies.
What should I do when other drivers don’t keep 1.5 metres of distance?
Kindly remind the other driver(s) that due to the Coronavirus, it’s important to keep plenty of distance from each other. We understand that you want to chat with your colleagues, but please only do so while standing 1.5 metres apart.
What should I do when another driver stands next to me in the restaurant?
Kindly remind the other driver(s) that due to the Coronavirus, it’s important to keep plenty of distance from each other.
What should I do when another driver is waiting right next to me on a bench while we’re waiting for our next orders?
Kindly remind the other driver(s) that due to the Coronavirus, it’s important to keep plenty of distance from each other. Sit at least 1.5 metres away from each another at all times.
What should I do when another driver wants to give me a hug/handshake when I see him/her at the start of my shift?
Kindly remind the other driver(s) that due to the Coronavirus, it’s important to keep plenty of distance from each other. Instead of a handshake or hug, you can do an air high-five, a thumbs up, or smile and wave!