Top tips for new riders

We know that learning something new can be daunting. To help you settle in at Deliveroo, we’ve pulled together a guide that covers everything you need to know about riding with us.

Here are a few tips that will help you become a ‘rider guru’ in no time.

The Roo Community is your information hub

The Roo Community is the place to go for:

  • Upcoming events in your area, such as rider roundtables, sports         matches, and kit swaps
  • Exclusive perks and discounts that are available to riders
  • Stories from other Deliveroo riders across the country
  • Deliveroo news (app updates, new initiatives, etc.)
  • Safety tips and suggestions that will help you during your sessions

Get kitted out

One of the many perks of riding with Deliveroo is the ability to order kit for free!

Not only is your rider kit practical and keeps you safe while you’re on the road, but wearing it has many benefits for riders. Also, learn how the thermal bag plays one of the most important roles in keeping our customers happy!

To get your rider kit, simply log in to shopify – you’ll find everything from reflective jackets, to thermal bags, backpacks, phone mounts, and branded clothing.

Understanding the food delivery process

The Deliveroo rider app is how you accept and track your deliveries – however there is a lot that goes on behind the scenes to ensure the experience between riders, restaurants, and customers is seamless.

Here are some articles that will help to explain how the delivery process works:

The pickup and delivery of all orders on Deliveroo must be contact-free, and you’ll need to follow social distancing guidelines. Find out more about staying safe during COVID-19.

Your orders are determined by Deliveroo’s algorithm, Frank.

Stacked Orders is when two orders from one restaurant are assigned to you at the same time or when you’re on your way to the restaurant.

When you are delivering several orders at the same time (often for businesses), we call this a Large Order.  

Delegates are other people that you appoint to help you carry out your deliveries when you want to increase your earnings or take time away from riding. Delegates can be friends, family, or anyone else in your network who fits the criteria to be a rider.

Other info you might find helpful

Click on the following links to learn how to to update your profile,
provide app suggestions, and what ordering looks like for customers.

Start logging your finances

We realise that being an independent contractor and having to file your own taxes might be new to you. To make ‘tax season’ less tedious, start filing your invoices now to take stress off later.

We’ve partnered with QuickBooks to make this process easier. Redeem the perk from Portify and receive 70% off accounting services.

Working together

Riders, restaurants, and Deliveroo internal teams are all working towards the same goal: making sure our customers are happy and well fed!

Don’t hesitate to wave, flash a smile, or say hi to anyone that makes up the Deliveroo team. We’re all in this together and are here to help each other wherever necessary.

Deliveroo Support teams

Our Rider Support team is here to answer any questions or concerns you have regarding fees, equipment, account detail updates, or app issues – please email [email protected].

If you would like to speak to someone on our team, the Rider Support team can be reached on 1800 ROO HELP from 2 – 4pm Monday to Friday.

Our Rider Supply team is available to help with any queries regarding your rider application, supplier agreement, or vehicle document – please email [email protected].

Our Live Support team is here to help you with live order queries. You can either call (+61 (0)2 8320 8541) or chat via throught the rider app if you need help with on order you’re currently on. You should also contact the Live Support team in case of an emergency or accident.

Emergency Support – If you suddenly feel unwell while completing orders, please stop, pull over to a safe space, and contact the live support team.

Accident Support – If you are in an accident, it’s important that you report this to the live support team. Once a report has been filed, a rider support representative will be in contact with you.

Connect with us

We love getting to meet with you, connect you with other riders, and get feedback on your rider experience! There are a few ways you can connect with us:

Look out for events in your area

Deliveroo’s events are a great opportunity to meet other riders, learn about what we’re up to, and talk with our internal teams!

Find us on social media

We post regularly on Facebook (@roocommunityau) and Instagram (@roocommunity_au).