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Case 329 - Online delivery driver no longer able to carry shopping upstairs

Issue

Enquirer’s regular supermarket online delivery driver says he can no longer carry shopping upstairs due to health and safety issues. Enquirer understands that delivery people must be careful and wouldn't want anyone to hurt themselves, but the driver stated this new rule also helped them do more deliveries.

Panel decision

The supermarket chain have made clear that this change in service is in fact a trial in a limited number of locations and has not been prompted by health and safety at all. There are no health and safety reasons why bags cannot be delivered upstairs. The driver should have made clear to the customer that a trial process was underway and asked for customer feedback not used the health and safety excuse.

2014-10-10