17/07/2019 - 10:26

ACCC demands Uber Eats change unfair contracts

17/07/2019 - 10:26
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Uber Eats has committed to changing its contracts with restaurants following an investigation by the Australian Competition and Consumer Commission.

Uber Eats has agreed to clarify that restaurants would only be responsible for matters within their control. Photo: Uber

Uber Eats has committed to changing its contracts with restaurants following an investigation by the Australian Competition and Consumer Commission.

The ACCC said Uber Eats’ contract terms made restaurants responsible for the delivery of meal orders, even though they had no control over that delivery process once the food left their restaurant.

Uber Eats’ contract terms gave it the right to refund consumers and deduct that amount from the restaurant, even when the problem with the meal may not have been the fault of the restaurant.

ACCC chair Rod Sims said the contract terms were unfair.

“We consider these terms to be unfair because they appear to cause a significant imbalance between restaurants and Uber Eats,” he said.

Uber Eats has agreed to clarify that restaurants would only be responsible for matters within their control, such as incorrect food items or incorrect and missing orders.

Under the amended contracts, restaurants will also be able to dispute responsibility for any refunds to customers and Uber Eats will reasonably consider these disputes.

“We will continue to monitor Uber Eats’ conduct to ensure restaurants are not unfairly held responsible for matters outside of their control and Uber Eats does not hold anyone else responsible for parts of the service it controls,” Mr Sims said.

Uber Eats will begin rolling out changes to its contracts shortly and says all will be completed by the end of this year.

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