Working to Make Our Communities Safer
By Patricia Cartes Andres
At Postmates we want everybody engaging with our platform to feel safe. Nothing is more important to us. With more than 160,000 Postmates, 250,000 restaurants and merchants, and tens of millions of deliveries made, on-demand delivery is growing fast and we are constantly breaking new ground. On the heels of our recent U.S. expansion, we now deliver to nearly 1 in 2 american households. With such an ever expanding footprint, it is all the more important that we ensure trust across our customers, store owners, fleet and communities we serve. Because above all else we are committed to safety across the whole ecosystem within each and every neighborhood.
In addition to strengthening and developing our own policies and tools to promote a safe community, it is paramount that we partner with third party organizations and tap into their expertise. We are honored to have the support of experts like the National Center for Victims of Crime. Their Victim Connect Resource Center is an invaluable resource for specialized support which, in addition to our helpline, enables us to provide our customers, fleet, and merchants with world-class assistance.
In the coming months, you can expect to see additional reporting improvements and new enforcement procedures for users who violate our Community Standards. We will also be on-boarding third party stakeholders to understand best practices of addressing a number of potential challenges that could confront anyone in their communities. In the meantime, we are working to develop policies and tools to secure a safe environment for our community. While we’re proud to unlock the best of your communities through Postmates, we also know that caring for the well-being of our neighbor helps ensure that we can help build inclusive, tolerant, and accessible communities for all.
Our safety mission is guided by our Community Standards. These policies, which evolve with our product and input from third party organizations and experts, help identify conduct that has no place on our platform. When trust and safety concerns are reported to us, we have processes in place to address various types of issues. In addition, we have a number of policies to prevent discrimination and other types of misbehavior.
Learn more in our Help Center’s Trust and Safety section.
Below we have further outlined some tools available to help you control your experience on our platform and to keep you safe:
Trust & Safety Policy Updates
- We have in-product abuse reporting options to make the process mobile friendly and intuitive. In a few clicks, you can report unwanted contact, harassment, and other violations of our Community Standards.
- In addition to our internal review procedures, every Postmate is screened before they’re permitted to deliver on our platform. We use industry-leading third-party criminal and DMV background checks. The criminal background check includes national and county-level databases and records. Among other things, and consistent with the law, Postmates denies access to our platform for violent crimes, felonies, sexual offenses, or drug-related convictions that appear on a background check.
- When it comes to privacy, we use technology to mask mobile numbers so actual mobile numbers are never exposed. For every delivery, customers and merchants receive details about the Postmate, including photo identification and vehicle type, prior to delivery, so our customers know who to expect upon delivery. Once a delivery is complete, the Postmate no longer has customer contact information.
Patricia Cartes Andrés is the Director of Trust & Safety for Postmates.