Takeaway platforms should not tolerate malicious complaints, experts suggest compacting platform responsibility

  Takeaway riders deliver takeout in the snow. Our reporter, Yang Jinfeng, photo

  □ Our reporter, Pu Xiaolei

  "On-time delivery was maliciously complained by customers about’early delivery ‘, and now there is a fine of 500 yuan. Can you call the police or find the media for this kind of thing?"

  Not long ago, a takeaway rider in Beijing posted an online post asking for help, saying that a girl from a certain university of finance and economics ordered takeout, first urging herself to deliver the food quickly, and then maliciously complaining that she ordered the delivery early, resulting in a fine of 500 yuan. In order to prove his innocence, the takeaway rider also posted a screenshot of the order being delivered on time. In the end, under the attention of public opinion, the platform refunded the fine.

  Being stopped by the doorman, unable to enter the community or school, being complained; refusing to help with trash, being complained; not helping customers with cigarettes, being complained… In recent years, there have been many incidents of takeaway riders being maliciously complained.

  In the opinion of Yao Zhiwei, a professor at the Law School of Guangdong University of Finance and Economics, if there is no corresponding mechanism to protect the rights and interests of takeaway riders, malicious complaints will recur.

  "The platform should not only protect the legitimate rights and interests of consumers, but also safeguard the rights and interests of food delivery riders. At present, the legal provisions on the protection of the rights and interests of food delivery riders are not perfect. It is recommended to pass legislation to require food delivery platforms to solve the problem of some customers maliciously complaining about food delivery riders by improving technical means and establishing a public review mechanism." Yao Zhiwei said in a recent interview with the "Rule of Law Daily" reporter.

  Some consumers maliciously give bad reviews.

  "As a delivery person, it is my duty to deliver food to customers as soon as possible. If you encounter something, you should report it to the station calmly, rather than posting everywhere to seek help from netizens to try to expand the situation. I am sorry for causing trouble to the parties. I also bother you. I would like to express my deep remorse and say sorry here." The delivery rider posted a few more apologies online after claiming the 500 yuan deducted by the platform.

  A takeaway rider told reporters that usually, 500 yuan is equivalent to two or three days’ salary, and the fine can be recovered, which is a happy result. "But our losses are more than that. After being complained, the platform will also reduce the number of orders. Even if the appeal can get the fine back later, there is no way to make up for the loss caused by reducing the number of orders."

  Liu Junhai, a law professor at Renmin University of China, pointed out that the platform returned the fine after accepting the complaint, indicating that the takeaway rider was indeed maliciously complained by the female college student. From this point of view, the real fault is the female college student who maliciously complained and the platform that failed to carefully verify the situation.

  "In the face of consumer complaints, platforms usually do not offend customers, but prefer to use the simple and crude treatment of fines to punish takeaway riders. In order to protect the legitimate rights and interests of consumers, takeaway platforms will use a bad review mechanism to restrict the behavior of merchants and riders, but this mechanism is sometimes used maliciously by some consumers," Liu Junhai said.

  The All-China Federation calls for the establishment of trade union organizations

  In recent years, relevant departments in our country and some localities have increased the protection of takeaway riders through the introduction of policies and regulations.

  In July this year, the State Regulation for Market Regulation and other seven departments jointly issued the "Guiding Opinions on Implementing the Responsibilities of Online Catering Platforms and Effectively Safeguarding the Rights and Interests of Takeaway Deliverymen", which clearly stated that it is necessary to smooth the appeal channels of takeaway deliverymen, clarify the appeal handling procedures and time limits, and strengthen democratic consultation and equal communication to meet legitimate demands.

  The All-China Federation of Trade Unions recently issued a notice to launch a nationwide "centralized action for workers in new employment forms to join the union." Trade unions at all levels should focus on four groups, including truck drivers, online car-hailing drivers, couriers, and takeaway delivery staff, and focus on platform leaders. The key is to focus on tackling difficulties.

  "It is necessary to strengthen the supervision of labor laws of trade unions, cooperate with the government and its relevant departments to supervise law enforcement, and speak out in a timely manner against major typical violations. Where there are employees, there should be trade union organizations, and where the legitimate rights and interests of employees are infringed, the trade unions must stand up and speak out." A relevant person in charge of the All-China Federation said.

  In recent years, improving legislation to protect the rights and interests of takeaway riders has become a hot topic during the National Two Sessions.

  Xiao Shengfang, a deputy to the National People’s Congress, suggested separate legislation for new platform practitioners to give them legal status in the employment category. Liu Yingcai, a deputy to the National People’s Congress, believes that the safety management of takeaway platforms should be strengthened to protect the legitimate rights and interests of takeaway riders. Tang Weijian, a member of the National Committee of the Chinese People’s Political Consultative Conference, called for legislation to protect the basic rights of workers in new employment forms… During the ** this year, a number of **** put forward legislative proposals to strengthen platform responsibilities and protect the legitimate rights and interests of takeaway riders.

  Explore the introduction of a public review mechanism

  Facing the two interest groups of consumers and riders, how to achieve a balance between the two will test the governance capabilities of takeaway platforms.

  "If the bad review mechanism is too loose, it will harm the rights and interests of consumers; but if the mechanism is not perfect, it will cause harm to takeaway riders by condoning malicious bad reviews," Yao Zhiwei said.

  According to Zhu Wei, deputy director of the Communication Law Research Center of China University of Political Science and Law, with the development of intelligent technology, in many cases, it is not difficult for food delivery platforms to identify whether a complaint is malicious.

  "Whether the takeaway is delivered on time can be confirmed through the function of system positioning; whether the customer has made unreasonable requests can be verified through phone recording, text messages, etc. The platform uses intelligent technology to invest a certain amount of manpower, time and other costs. It is not difficult to solve this problem." Zhu Wei said.

  Yao Zhiwei believes that the platform is not perfect in the design of the bad review mechanism, relying too much on the subjective evaluation of customers, and it is difficult to conduct detailed investigations when handling disputes between the two parties. In this regard, it is recommended that the platform explore the introduction of a public review mechanism while strengthening the application of technology to better protect the legitimate rights and interests of takeaway riders.

  "You can select some users who have been registered for a year, have real-name authentication, and have a good credit history, and invite them to become the platform’s reviewers, and let them make judgments on some disputes. This way, the results are often more neutral and objective, and consumers and riders are more likely to be convinced." Yao Zhiwei said for example.

  Zhang Tao, director of the Commercial Law Research Association of the China Law Society, suggested that the obligations and responsibilities of the platform should be clearly stipulated through legislation.

  "As a system designer, the platform is the main role in solving the problem of malicious complaints. It is recommended that through legislation, the delivery platform should make clear regulations on improving corresponding technical means, establishing and improving reward and punishment mechanisms, unblocking appeal channels, and establishing trade union organizations, so as to further consolidate the platform’s responsibilities and better protect the legitimate rights and interests of delivery riders." Zhang Tao said.

2024 Beijing Auto Show: The Great Wall made great efforts to launch the cannon!

  [car home New Car Launches] At the 2024 Beijing Auto Show, we saw the Great Wall Dalilun gun model at the booth. This model is composed of Shanhaipao+Shanhaiju+exclusive car stickers, and it is an exclusive model customized for online celebrity "Dalilun loves spinach".

Home of the car

Home of the car

  "Dalilun Gun" is customized and built based on the performance version of Shanhai Gun. As an innovative masterpiece of leisure products for the Great Wall Gun, Shanhai Gun Performance Edition is built on the tank platform, equipped with a 3.0T V6 engine and a Hi4-T plug-in hybrid system, with a vertical 9AT transmission, and comes standard with Borgwarner 4A+MLOCK intelligent four-wheel drive and front and rear axle electronically controlled differential locks.

Home of the car

Home of the car

  "Dalilun Gun" not only continues the existing product strength of the performance version of Shanhai Gun, but also adds equipment that young people like, such as Shanhaiju and exclusive car stickers. Among them, Shanhaiju, as a mobile campsite, can lift the roof tent with one button and quickly create an outdoor "two-bedroom".

Home of the car

  The layout style of the new car interior is more luxurious and advanced. It uses a 14.6-inch central control panel and a 12.3-inch LCD instrument. In addition, it also has steering wheel heating, front and rear wireless charging, electric side pedals and brand audio. Driving assistance also provides HWA high-speed pilot-assisted driving functions, including ACC adaptive cruise, automatic parking, DVR driving records before and after, 360 HD look around and so on. (Compile/car home yaoyu)

Reporter’s unannounced visit: When will the taxi service chaos stop if it is not a hidden rule?

Taxi is forbidden to pick up and drop off passengers in front of Gongbei Port Square in Zhuhai.

Outside the exit of Guangzhou Railway Station, several cars stopped under the viaduct of Inner Ring Road, which were suspected to be "black cars" with no operating qualification.

Outside the exit of Guangzhou Railway Station, several cars stopped under the viaduct of Inner Ring Road, which were suspected to be "black cars" with no operating qualification.

Near the exit of Guangzhou Railway Station, a taxi driver is bargaining with passengers.

Passengers waiting in line for a taxi at Shenzhen North Railway Station.

On the evening of the 1st, a taxi was waiting in the waiting area of Zhongshan Station on the urban rail.

  Editor’s Note: Since June this year, our province has started the promotion of civilized service of taxi industry in the Pearl River Delta region, further standardizing business practices, improving service quality, establishing a civilized image, promoting the construction of a humanistic bay area that is livable, suitable for business and suitable for tourism, and creating a good social atmosphere for celebrating the 70th anniversary of the founding of New China. All localities and departments attached great importance to it, acted quickly, did a lot of work and achieved initial results. This action will be promoted throughout the province by the end of this year.

  According to the requirements of the provincial party Committee, there is still a gap between the progress of actions in various places and the goals. In order to find out the real situation, September 1 — On the 2nd, Nanfang Daily sent a number of unannounced visits to directly attack the chaos of taxi service in nine key public places in the Pearl River Delta, hoping to attract further attention from relevant departments, intensify rectification and effectively promote problem solving.

  Why don’t you watch?

  It seems to be a hidden rule not to hit the watch.

  The driver said he could earn twice as much.

  At about 19: 30 on September 2, the reporter came to Foshan Bus Station and saw seven cars jammed at the passenger exit, five of which had obvious taxi signs and the other two were ordinary cars without signs. Drivers get together and wait for the passengers to leave the station.

  Before the reporter stepped forward, a driver asked enthusiastically.

  "Where to?"

  "Very close, Lingnan Tiandi."

  "30 yuan."

  "Don’t you hit the watch?"

  "No watch, no one here watches."

  During the conversation between the reporter and the driver, several drivers next to him immediately gathered around. Seeing that the reporter said that 30 yuan was too expensive, a middle-aged man shouted loudly: "20 yuan, you earn more 10 yuan than playing the watch." The reporter accepted this.

  The middle-aged man told reporters that it is an unspoken rule that taxis at the entrance of Foshan bus station don’t hit the meter. "I tell you that 30 yuan is cheap, and sometimes it will open 50 yuan and 60 yuan." About 10 minutes’ drive, although the middle-aged man chatted with the reporter, he was very vigilant and kept an eye on the reporter’s mobile phone from time to time.

  At 9 o’clock on the 2nd, the reporter came to Jiangmen Bus Terminal. Five taxis are parked in the taxi pick-up and drop-off area. When the reporter approached, several taxi drivers gathered around and asked about the destination. "Don’t hit the watch, go to Wanda Business Circle, 30 yuan." One of the drivers said. Reporter mobile navigation found that the distance was only 3.6 kilometers, and the price quoted by the driver was twice as high as the meter price. In this bus station, it seems to be a hidden rule not to hit the watch. Li Shifu, a taxi driver, said, "Who will give you a watch? We have been waiting here for an hour or two. "

  On the morning of the 2nd, the reporter came to Zhaoqing Yueyun Bus Terminal. There were five or six taxis parked in the loading area of the station taxis. Drivers get off the bus and gather on the side of the road to attract customers. "Master, can you walk to Zhaoqing Railway Station?" Because the destination is close, when the reporter opened his mouth, the taxi driver who was originally enthusiastic was a lot cold. "No watch, 40 yuan." One of the drivers said. Other drivers said that the journey was too short to take orders.

  After the reporter insisted on "pricing by meter", a driver finally agreed to let the reporter get on the bus. He revealed "inside story": "It’s only about 7 kilometers to Zhaoqing Railway Station. If you don’t play the meter, you can earn twice as much as 20 yuan. I don’t think it’s easy for you to carry big bags and small bags before doing your business. "

  Why did you refuse to carry it?

  Rejected for 5 times in 20 minutes

  It’s a reason to charge an electric car

  On the morning of September 2, the reporter took a taxi from a certain place in Baoan District, Shenzhen to Nanshan Science and Technology Park. The road conditions were congested, and it took about one hour to travel 15 kilometers. At the end of the destination, because there were many cars on the road, the driver let the reporter off at the red light. For safety reasons, the reporter asked the driver to drive through the traffic lights and then pull over. When printing the invoice, the driver complained, "It’s really unlucky to receive a ticket from you to come to the high-tech park."

  Since all taxis in Shenzhen have been completely electrified, "charging" has become the reason for refusing to carry taxis. The reporter repeatedly encountered the phenomenon of taxi refusal on the grounds of "charging" in Shenzhen Houhai and Science Park.

  On the afternoon of the 2nd, the reporter took a taxi from a place in Nanshan District, Shenzhen to Longgang District. The taxi driver said that the shift and charging usually started at 3 pm, and the charging time was about one hour. At around 5 pm, "it is difficult to take a taxi" due to shift and charging may occur in many areas.

  In the first half of this year, two taxi drivers in Shenzhen Airport refused to take the taxi on the grounds that passengers were going to Zhangmutou in Dongguan and Hengqin in Zhuhai. The drivers said that there was not enough electricity or they could not charge after they arrived at their destination. Since February this year, the transportation department has set up a number of warning signs at the entrance of the waiting area of Shenzhen Airport, requiring taxis to keep sufficient electricity when waiting at the station, and not to refuse to carry them for reasons such as insufficient electricity.

  At about 12 o’clock on the 1st, the reporter came to the main entrance of Zhongshan Bus Terminal and planned to take a taxi to Xingzhong Square, 3.5 kilometers away. Outside the bus terminal, the reporter didn’t see a special taxi waiting area. After learning that the reporter’s destination was Xingzhong Square, a taxi driver immediately turned and left, and another taxi driver told the reporter: "It is more convenient to take a taxi across the street!"

  According to the driver’s prompt, the reporter came to the other side of the road to wait for the bus. After 15 minutes, he still didn’t get a taxi. The three taxis passing by either refused to take the bus or didn’t hit the meter. During the 20 minutes of waiting here, the reporter was refused by five taxis.

  At 10 o’clock on the 2nd, at the entrance of Zhongshan Pok Oi Hospital, the reporter planned to take a taxi to Zhongshan Bus Terminal 6 kilometers away. In the no-stop area in front of the hospital, three taxis were parked scattered, and a driver quoted 40 yuan to the reporter. He said: "This price is the same as charging by meter, whether it is a meter or not." He also said that invoices can be issued without a meter, and the invoice amount is determined by the reporter, and the handling fee can be supplemented. The reporter opened the online car software and found that the estimated cost is within 30 yuan for the same distance.

  After the reporter got on the bus, the driver took out a handheld invoice printer, connected it to the taxi meter through the data cable, and then printed the invoice according to the amount reported by the reporter. During the driving process, the driver explained why he didn’t want to hit the meter. He said that he was driving a new energy taxi, and the monthly "money" was half cheaper than that of a general taxi, but every time he received a single order, the taxi company had to draw nearly 10% commission. In order to earn more, he didn’t want to hit the meter.

  Why do you love to fight?

  Station staff help attract customers.

  "Black car" is seriously overloaded

  "As long as you go to Baiyun Airport in 120 yuan, the distance is more than 30 kilometers. This price is not expensive. Can you go?" "Go to Guangzhou South Railway Station? There is still a seat, just get on the bus and go. " The reporter visited some stations and subway stations in Guangzhou and found that the illegal operation of private cars and cars without operating qualifications is widespread, and some vehicles are seriously overloaded in pursuit of profits, which has great security risks.

  At 5 o’clock on September 2, outside Guangzhou East Railway Station, the voice of "black car" drivers soliciting customers is endless. "Go to South Station?" "Did you go to Baiyun District?" Whenever a passenger comes out of the exit, a driver comes forward to greet him warmly.

  Although a large number of cruise taxis lined up in order to wait for passengers at the scene, it did not seem to affect the customers of "black cars". A taxi driver said that in order to attract passengers, "black cars" mostly take low prices and carpooling as "selling points". "The early subway bus hasn’t left yet. Passengers who are in a hurry choose ‘ to save money. Black car ’ Carpool travel. "

  At 6 o’clock on the 2 nd, outside the exit of Guangzhou Railway Station, about one or two hundred meters away from the front of the cruise taxi lane, several cars were parked under the viaduct of the Inner Ring Road, suspected to be "black cars" without operational qualifications. A driver crossed the road and wandered in front of the vehicle entrance and exit passage in the railway station square to attract customers. Several drivers also took advantage of the opening of the gate to get in and stay at the passenger exit to solicit business.

  A stopped passenger asked the driver, "What kind of car do you drive?" The driver replied, "I am driving ‘ Didi ’ Yes. " “‘ Didi ’ Isn’t it through an online appointment? " The passenger asked him, waved his hand and left quickly. Some passengers have just been persuaded by the driver, and when they are still hesitating, the driver immediately drags the passenger’s suitcase to the car.

  "Black cars" are also active outside many subway stations in Guangzhou. "Is there a direction of University Town and Panyu Nansha?" On the night of the 2nd, there were shouts outside the exit of Chebei South Station of the subway. More than 10 cruise taxis and "black cars" stopped at the roadside, and drivers were struggling for passengers.

  At about 23: 40 on the same day, the reporter saw at the entrance and exit of Guangzhou Hanxi Changlong subway station on both sides of Hanxi Avenue that there were more than 20 "black cars" and cruise taxis, and the success rate of carpooling was high. One of the "black cars" pulled four passengers to Qifu New Village in Panyu District in less than 10 minutes.

  Some taxi drivers are even seriously overloaded in order to increase their income. In the early morning of the 2 nd, at Guangzhou East Railway Station, more than 10 passengers were packed into a Guangdong A brand black seven-seat van, including a female passenger with a baby in her arms. In order to carry more passengers, the driver even prepared a plastic stool with the car. It is understood that all these passengers go to Guangzhou South Railway Station to transfer to the high-speed train, and the carpooling price is 20 yuan per person, which is about 1/4 of the normal taxi fare, while the income of van drivers from illegal operation can reach about 200 yuan, far exceeding the legal operation of vehicles.

  On the morning of the 2nd, the reporter came to Dongguan Bus Terminal. In the taxi waiting area, more than 10 cars are waiting for outbound passengers. "Where to go? Dongcheng, right? Just carpooling. " The station staff beckoned the taxi driver waiting beside them to come over while soliciting passengers.

  The driver greeted the reporter and another passenger on the bus. "Why isn’t your car parked with other cars, but on the side road?" In the face of passengers’ inquiries, the driver said frankly: "Short-distance passengers in urban areas, other drivers are unwilling to pull, so I will pull two people by the way."

  When the reporter asked about the fare, the driver said: "The taxis waiting in the station don’t hit the meter. I will charge you both to 20 yuan. It is more cost-effective to hit the meter in 23 yuan where you go." After arriving at the destination, he took an invoice from 40 yuan to the reporter as a boarding pass.

  In Dongguan, passenger stations and town streets are high-risk places for taxi chaos. The reporter looked up relevant complaints on the local website in Dongguan and found that taxis often don’t hit the meter in Dongguan Bus Terminal, Humen high-speed railway station and other places.

  Why is it difficult to take a taxi?

  It is difficult to take a taxi at the entry and exit port.

  Traffic hubs are crowded together.

  At 18: 30 on September 1, the reporter arrived at Zhuhai Station by the Guangzhou-Zhuhai intercity railway train. As soon as he left the station, he went straight to the temporary taxi pick-up area. Unexpectedly, the scene in front of us discouraged reporters. At first glance, the long queue has turned several corners.

  The on-site staff told the reporter that such a queue is very common, and the same is true of the boarding point at the nearby Gongbei Port. "Now there are about one or two hundred people waiting in line for a taxi, and it is estimated that it will take an hour or two." The staff member said. In desperation, the reporter had to carry his luggage and walk to Qiaoguang Road, 700 meters away, to take the network car. Due to the serious traffic jam in Gongbei section, it was about 19: 30 when the reporter got on the Internet.

  The average daily passenger flow at Gongbei Port and Zhuhai Station of urban rail is hundreds of thousands. At present, there are only two taxi pick-up points available, and "difficulty in taking a taxi" has become a major pain point.

  Previously, there were three taxi pick-up points near Gongbei Port, namely, the taxi special area of Gongbei Port Bus Terminal, the temporary taxi pick-up area of Zhuhai Station of Urban Rail Transit and the taxi pick-up point of Qiguan Station. Affected by the renovation of the underground passage, the taxi pick-up point at Qiguan Station was cancelled on July 27th this year, leaving only two pick-up points on the ground.

  Many problems arise with more passengers, fewer cars and long queues. Some citizens report that when taking a taxi near Gongbei Port, they often encounter problems such as taxi drivers not picking up short-distance tickets, "black car" drivers soliciting passengers halfway and bargaining.

  "When I mentioned going to Qianshan, several taxi drivers didn’t want to go because it was close. When I went to the hotel opposite the port and continued to take a taxi, a silver private car drove over and took the initiative to open the door to signal us to get on the bus. " A citizen said that at that time, he was carrying a big bag and two children, but he had no choice but to take a "black car" to go home.

  On the 2nd, during an unannounced visit to several transportation hubs in Huizhou, the reporter saw that a large number of "motorcycle" soliciting customers and social workers distributed small advertisements. At 10 o’clock in the morning on the 2nd, many passengers at Huizhou Bus Terminal left the station. In front of the square, a row of "motorcycles" were already waiting here, and drivers waved to attract customers. As the taxi stand is on the first floor, some passengers didn’t pay attention to the signs and couldn’t find the boarding position. In this area, many social workers stopped passengers to distribute advertising leaflets. (Text/Photo: Nanfang Daily Unannounced Interview Group)