Connect and parcel deliveries pilots

• With Uber Connect, you’ll be helping individual riders send parcels to other individuals, like family or friends. You’ll see that it’s a “Connect” request on the request screen of your Driver app. When picking up parcels on an Uber Connect trip, the sender will meet you kerbside to safely load the package into the boot of your vehicle and help minimise contact. 
• You’ll also be able to pick up parcels from businesses to send to customers or other businesses. You’ll see that it’s a “Parcel” request on the request screen of your Driver app. When picking up parcels from a business, the sender may ask you to leave your car to locate the item(s) and transport them back to your car.

• The sender will provide detailed instructions for where to pick up the item(s), which you’ll be able to see in your Driver app. 
• High volume locations may have a parking and queuing area to make the pickup seamless, and to help with social distancing. 
• You’ll also be able to call the sender if you are having trouble via the app.

• To make things easier for you, we’re suggesting that senders label each item with details like an order number, the number of bags/boxes to be picked up and anything else needed to ensure a smooth drop-off. You’ll be able to see this information in your Driver app’s pickup notes.  If you are having trouble, you can call the sender via the Driver app. 
• The sender may ask you to locate the item(s) and transport them to your car - so you should be prepared to leave your car if you want to accept a parcel delivery trip.

• We anticipate that requests will vary and could include retailers sending household items to customers, or businesses sending their employees essential work equipment.
• Senders will not be able to transport these items. 
• It is the sender’s responsibility to make sure the above items are not being transported.
• If you are uncomfortable transporting an item, you can cancel without it affecting your cancellation rate or Pro status. Select “I had a safety concern” as the reason for cancellation.

• To make things easier for you, we’re suggesting that senders package and label each item with details like an order number, the number of bags/boxes to be picked up and anything else needed to ensure a smooth drop-off.

• To help limit the amount of interactions you have with other people, you can leave the item(s) at the door when completing the drop-off. Take a photo to confirm (ensuring there are no people in the photo), and keep a record of it for 60 days just in case the requester contacts Uber about the item.
• If you are dropping off items at an apartment building, you can leave them in a safe place at or inside the building entrance. You do not need to carry anything up stairs, although some recipients may be grateful if you can. 
• The sender will be responsible for contacting the recipient to let them know that their item(s) have arrived.

• You can contact the sender in your Driver app if you are having trouble with the drop-off instructions. If you can’t get in touch with the sender, please return the items to the pickup location. 
• You may be paid a fee to compensate you for your time and effort if you have to return an item because you are unable to locate the drop-off address. You will need to contact support in this instance to explain what happened.

• The sender and recipient are depending on you to safely transport their items. You should take reasonable precautions to avoid damage to or loss of any items you are delivering. The sender is responsible for any mess or damage to your vehicle that is caused by inadequate packaging. Please contact Uber to report this type of issue.

• When picking up items, check to see that you have all the bags or boxes in the order. Items should be sealed in a bag or box and it’s important that you do not open these packages. 
• If an item is missing from the sealed bags or boxes and you have taken reasonable care, you are not responsible. This is the sender’s responsibility.

• Each parcel trip should have a maximum of 8 items. The maximum weight for each item is 20 kg.
• If you have difficulty lifting an item, you are able to cancel when you get to the pickup location without it affecting your cancellation rate or Pro status. Select “I had a safety concern” as the reason for cancellation.

• Pickups and drop-offs are designed to be contactless to help with social distancing. High volume pickup locations may have a parking and queuing area. And, you can leave the item(s) at the door for drop-off. 
• SafeWork Australia has put together these guidelines to minimise the risk of exposure to COVID-19 while completing deliveries, including: 
  • Regularly cleaning and disinfecting your vehicle (ex: steering wheel, door handles, buttons and keys).
  • Practicing good hygiene. 
  • Maintaining 1.5m distance to others. 
  • Staying at home and not working if you are sick. 

• You should check with your insurer prior to accepting any parcel delivery requests to ensure you are properly insured (for example, that accepting parcel delivery requests does not count as a change of use for your vehicle). 
• Uber’s Partner Support (injury) Insurance remains valid for parcel trips. For more details, visit the Insurance Hub in the Account section of your Driver app.

• You can choose to turn off parcel requests at any time by going to the Preferences section of your Driver app:

1. Go to Trip Planner
2. Tap the icon in the bottom right corner to get to Preferences
3. Tap on “Parcel”
4. Select OFF and then SAVE

• We’re launching the parcel delivery product as a pilot in response to COVID-19. We’re always working on new ways to help cities move. If there is a need for parcel deliveries in the future and driver partners want to continue providing the delivery service, we will look to officially launch the product then.

If you ever feel unsafe during a delivery, contact emergency services via the Safety Toolkit in your Driver app, or by calling 000 (Australia) or 111 (New Zealand). If you are delivering a parcel and believe it contains a prohibited item, take a photograph of the parcel and contact Uber Support. If you believe it contains an illegal item, please report the incident to the police. Please do not open the parcel.