Each driver and courier who has been penalized or blocked by Yandex in the service has an opportunity to appeal the decision and ask for an impartial opinion from the driver & courier committee. The committee is designed to foster dialogue between the service and service partners, giving drivers and couriers a voice in the final decision.
Drivers dealing with unruly passenger behavior can defend their interests by activating the Conflict function in the Yandex Pro app: it starts an audio recording to document everything that is happening in the car. We have also developed special podcasts for drivers with guidelines on how to handle conflict situations.
To get help resolving disputes with customers or restaurants, delivery couriers can contact courier support team. Tasked with building a culture of safety and integrity, the support team will evaluate each reported issue and assist accordingly – up to restricting access to the service for customers that demonstrated abusive behavior.
Yandex has partnered with delivery services operating in the Russian market to develop guiding principles for establishing responsible relationships with couriers. Among those are partner safety and wellbeing, facilitated opportunities for professional growth, timely and complete communication about the changes in the terms of partnership, and partner-customer interactions based on mutual respect. Our services have already adopted these principles and commit to upholding them as we grow.