DoorDash Revamps Appeal Process for Gig Workers Facing Deactivation

DoorDash Enhances Appeal Process

DoorDash is making the deactivation appeal process easier for gig workers who believe they have been unfairly kicked off the app. The company now offers in-app appeals for both iOS and Android Dashers, enabling them to contest deactivations directly after being notified of their status. Additionally, Dashers can track the real-time status of their appeals.

Improved Support and Protections for Dashers

To further support gig workers, DoorDash has invested more resources into its reviews team, aiming to decrease response times. The company hopes to resolve most deactivation appeals within a few business days. According to Arielle Salomon, vice president of customer experience and integrity at DoorDash, this initiative is crucial to ensuring that Dashers receive fair treatment.

Challenges Faced by Gig Workers

• Many gig workers report unfair terminations.
• Deactivation processes can halt income for extended periods.
• Workers may be penalized for reasons beyond their control, such as delivery delays or false customer complaints.

As a proactive measure, DoorDash is rolling out a new feature requiring customers to input a PIN code for deliveries in certain cases. This is targeted at mitigating issues stemming from frequent delivery complaints.

DoorDash believes these updates are just the beginning, promising ongoing improvements to enhance the experience for Dashers and create a more rewarding platform.