Delivery drivers complain of being mistreated

 

Drivers for a door-to-door delivery service say some customers make them carry parcels up flights of stairs. (Pinterest pic)

PETALING JAYA: Drivers for a delivery service company have spoken up alleging mistreatment and unfair practices such as being denied reimbursement for jobs cancelled by customers.

Michael Januarius, an unofficial spokesman for some of the drivers, said the company had altered the terms and agreement, which are only online, several times without notifying the driver-partners.

Some of the terms and conditions were so vague it made it difficult to reject a customer’s request, as they risked being blacklisted by the company after what he called “frivolous customer complaints”.

Although drivers were engaged to deliver door-to-door, “there are times when the customer asks the drivers to take the items to the kitchen or bedroom, for example, and expect this to be done for free”, he said.

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He also said some drivers were forced to carry heavy packages up flights of stairs.

Drivers were not reimbursed when they arrived at a pick-up point only to be told the customer had cancelled an order. Januarius said he has yet to be reimbursed for three orders, totalling RM90, that were cancelled.

FMT is awaiting a response from the company. About 90 of the company’s drivers, who are known as partners, are said to be unhappy with their working conditions.

Prabakar Murugiah, who has been with the company since early 2020, claimed the company at times revised its delivery rates without notifying the drivers.

“When I called their customer service, they were unable to justify why the drivers were not informed in advance. All they could say is that it’s a new smart match pricing system which we haven’t agreed to,” he said.

Another complaint was about having to bear the cost of road tolls. Murugiah said tolls could amount to a lot. “In the end, what is left is peanuts for the drivers.”

When he suggested that customers pick up the tab for tolls, the company told him to take toll-free routes which are much longer.

“Yet my commission would be based on the rate for the shortest route. So, at the end of the day, my commission is worthless,” he said, adding he had written to the transport ministry about the matter. - FMT