Unions, privacy campaigners and courier advocacy groups are calling on Deliveroo, Uber Eats and Just Eat to maintain a public register of all the algorithms used to manage riders.
In an open letter to the major aggregator apps, the 12 organisations from across the EU and the UK, also demand that all these algorithmic decisions come with an explanation of the reasons behind the decision and how they can be challenged; and that workers and public interest groups be able to test how the algorithms work.
The organisations – among them Privacy International, Independent Workers Union of Great Britain, Amnesty International and Trade Unions Congress – say food delivery couriers are “obligated to give up an immense amount of personal data just to go to work”.
“Decisions made by these algorithms can determine how much individuals are paid and even whether their employment or accounts are suspended or terminated,” the letter states. “Yet, workers are often not provided with satisfactory explanations as to how these decisions are made. This lack of transparency means that decisions made through the ‘black-box’ of an algorithm are seemingly impossible to challenge.”
The register of algorithms would allow workers to understand what algorithms they could be subjected to, and “begin to address the information asymmetry” the groups say. Explanations of the algorithm decision making would “allow workers to challenge decisions that might be unfair or flawed”.
Legislation, at least in Europe, is beginning to tackle opaque algorithms impacting couriers’ work. The EU in October adopted new rules in its Platform Work Directive to ensure that an individual performing platform work “cannot be fired or dismissed based on a decision taken by an algorithm or an automated decision-making system”. Instead, digital labour platforms “must ensure human oversight” on decisions that directly affect the worker.
The EU’s AI Act also considers AI systems that make these sorts of decision to be ‘high-risk’ and due closer scrutiny. Meanwhile, Spain’s rider law introduced a right to ‘algorithmic transparency’ at a national regulatory level for the first time.
“But why wait to be pushed, when you could start treating your workers right, right now? Why wait for the fines and the enforcement – that are coming – when you could take positive steps right now?” the groups ask the main UK food delivery platforms in the letter.
“As market leaders we believe you have the power to reshape the markets in which you operate, and to create a fairer, better world. It is power you should use responsibly,” they add.
Deliveroo says it shares details about how its ”super smart algorithm” – which it calls Frank – works and makes decisions, and has a staffed rider support team.
“All riders have access to information on how our algorithms work, how orders are offered and how fees are calculated on our website, and are provided with an information pack during the onboarding process,” a Deliveroo spokeswoman said. “Additionally, all riders have access to a dedicated rider support team for any questions on these matters, which are escalated to our data protection officer where relevant. The termination of a rider’s account due to suspicious activity is always reviewed by our team to ensure appropriate human oversight, and is not automatic.
“We take our legal obligations regarding transparency and data protection very seriously, and see this as a core part of treating riders with dignity and respect,” the spokeswoman added. “We understand that effective communication about this, and the systems that support Deliveroo’s business operations, are an important element of our relationship with riders.”
Uber said the company “believes in providing meaningful transparency to all our users”.
“For us, that means sharing information about how our platform works, including how drivers, couriers and customers are matched, how prices are set and how to ensure users maintain access to the platform,” a spokesman told The Grocer. “That includes our use of algorithms, AI and data for the benefit of all users. We will continue to actively engage with couriers to better understand how we can improve their experience while maintaining clear and effective communication about our operations.”
Just Eat said it maintained “an open dialogue with our courier partners through regular communications, including face-to-face events across the country called StreetMeets, where we invite and share feedback on issues that are important to them”.
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