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6 Apr 2023

Delivery Hero & Talabat

Delivery Hero response to allegations of fee-charging & destitution of Nepali workers

Response on behalf of Delivery Hero and talabat

Delivery Hero and talabat are committed to operating responsibly, throughout all parts of our supply chain. We evaluate and select all of our partners beyond the basis of economic criteria. To ensure this commitment extends to our suppliers, we have a supplier Code of Conduct in place.

In addition to Delivery Hero‘s Code of Conduct, the contractual arrangements between the company’s subsidiaries, such as talabat, and its logistics providers include clauses that clearly state our expectation that logistic providers shall observe all applicable regulations in relation to riders. This also means that riders’ health and safety must be protected. Delivery Hero’s subsidiaries reserve the right to terminate contracts if logistics providers do not protect the rights of riders.

Delivery Hero’s subsidiary, talabat, works with logistics providers that employ and manage rider fleets. As part of talabat’s duty of care towards riders, they have a systematic approach to monitoring logistics providers compliance and routinely conduct spot checks. They also have a number of dedicated online and offline channels where riders are encouraged to reach out, allowing them to detect any signs of non-compliance to make sure that riders rights, and the law are being respected.

In relation to the concerns raised by the Nepalese newspaper, and as per the company’s policy, talabat immediately investigated the situation, liaised with relevant authorities, and reached out to their employers, the logistics providers, to settle any payment issues. As per our findings, most of the claims were due to unclarity on fees and due payments between the riders and their employers, which are currently being resolved.

Delivery Hero and talabat take breaches of contractual standards and of the law very seriously and have a zero tolerance policy towards illegal deductions. We have strict policies in place and investigate potential contract breaches immediately.

Delivery Hero and talabat will not shy away from terminating the relationship with a logistics provider and, if appropriate, taking further measures, if we find that the provider breaches our Code of Conduct and doesn’t respond to requests to resolve any wrongdoings.