For disputes regarding compensation, account suspensions, insurance, or deliveries, simply repeating your description in the chat window often makes it impossible to confirm whether your case has been formally accepted. First, locate the platform’s publicly available internal complaint process, then submit your information according to the procedure.
The policy should specify at least five items.
The internal complaint system compiled by the Ministry of Labor includes the receiving unit, the handling process, the processing timeline, the method of response, and the compensation measures provided if a complaint is upheld. This information should be publicly disclosed so that delivery riders know who will handle their cases and when they can expect a resolution.
The details of the complaint must be verifiable
When submitting a report, clearly state the order number, the time of the incident, the disputed details, the content of your previous communication with customer service, and the questions you would like the platform to answer. As attachments, please prioritize providing the original notification and detailed information; avoid submitting only cropped single screenshots.
Don't forget to follow us after you send it.
Keep a record of the complaint number, the time it was submitted, and the platform’s acknowledgment of receipt. If no resolution is reached by the deadline, you may inquire about the status of your case under the public information disclosure system; if you still have questions about the outcome, the Ministry of Labor has explained that you may pursue other legally available remedies.
Source:Ministry of Labor: Complaints, Remedies, and Compensation. For the actual platform terms and how individual cases are handled, please refer to the official notice for the current period.
