Work-Related Safety and Health Issues among Food and Parcel Delivery Riders

Abstract

The COVID-19 pandemic and advancements in digital technology have led to significant growth in the gig economy’s commercial food and parcel delivery sectors. In Malaysia, freelance riders known as P-hailing deliverers prioritize customer ratings and delivery speed over occupational safety and health (OSH), often engaging in risky riding behavior and violating road-traffic regulations. The Royal Malaysia Police reported a twenty-fold increase in accidents involving P-hailing riders in 2020 compared to the previous year. This study aimed to uncover OSH issues among P-hailing riders in Malaysia. A literature review and semi-structured interviews with riders and digital platform representatives were conducted. The findings confirmed that deliverers face numerous hazards, including exposure to unsafe road conditions, reckless road users, extreme temperatures, dust, smoke, unpredictable weather, biological hazards (viruses and bacteria), and vibrations. Additionally, they are vulnerable to ergonomic and psychosocial hazards while performing deliveries. These findings provide valuable information for future research on OSH issues in the P-hailing sector and can inform policy development. However, the study’s limitation is its small sample size, with only 10 respondents representing riders and service providers. In conclusion, addressing safety and health concerns in P-hailing is crucial for the well-being of freelance deliverers and the sustainability of the industry.

1. Introduction

The COVID-19 pandemic has monumentally changed the landscape of the global economy, including Malaysia’s. Many economic sectors that were previously competitive and experiencing growth, such as the tourism, hotel, automotive, and aerospace industries, experienced a sharp decline in fortunes. On the other hand, the pandemic has caused a spike in demand within the food delivery and goods packaging sectors [1]. The estimated market size for online food delivery worldwide is around 107.44 billion U.S. dollars for 2019 and is projected to be 154.34 billion U.S. dollars by 2023. Meanwhile, Malaysia’s online food delivery market has also shown exponential growth of 18.6% from 2017 to 2020 [2]. Based on these facts, this research opined that by the year 2022, the food delivery business will become one of the fastest-growing business sectors worldwide, including in developing countries.

In addition, this maturing development trajectory has resulted in the increased usage of the application of online digital technologies within certain industries for maintaining a business entity’s competitiveness in the market [3]. Technological applications that utilize the Internet such as smartphones have changed the way society conducts business and individual daily lifestyles. According to Ghajargar et al. [4], demand for home delivery services is rising due to online shopping as this service is having the coverage of large geographic areas. The consumers enjoy these applications and their delivery services because it brings greatest convenience to their daily lives.

Besides, the enforcement of the Movement Control Order (MCO), Conditional Movement Control Order (CMCO), and Recovery Movement Control Order (RMCO) in Malaysia, during the pandemic, also have given opportunities to the food industry moving their traditional approach business to digital delivery services. There is now a huge variety of companies offering food delivery services via digital platforms in Malaysia, including Foodpanda, Lalamove, GrabFood, and Halo Delivery, whereby local motorcycle riders are engaged to deliver food and parcel. According to a newspaper article [5], Foodpanda has 30,000 riders working for them around the country. This scenario greatly stimulated the digital market-based economy (gig economy). Gig economy is the manifestation of a trend toward a free market-based digital e-commerce platform that is characterized by short-term and long-term contracts between organizations and individuals with both permanent occupancies and freelancers. This system is also driven by the digital environment and application readiness that directly lead to the generation of job opportunities [5].

Previous studies [6] explained that the gig economy can be divided mainly into two forms, “crowdwork” and “work-on-demand via app.” “Crowdwork” refers to employment activities that require the performance of a series of tasks through an online platform, while “work-on-demand via app” involves work where the performance of tasks is in a traditional mode, for instance, transportation and cleaning services. Delivery services provided by motorcycle riders are part of this category even though some of them might offer their services personally without a middle platform. They deal directly with their clients or users commonly via mobile phones. Once hired and completed the job, the payment will be transferred to the bank account. In short, the concept of digital labor or digital gig workforce is a free-market system where the transactions are task-based and the workers work independently without being bound to long-term contracts with any company [7]. Even though gig economy offers many opportunities to gig workers, such as flexible work environment, working in interest areas, and access to global job postings, freelancers face many challenges in the form of less payment, lack of social benefit, and job security [8].

The rapid increase in the number of permanent workers and freelancers operating in the digital e-commerce platform sector has created a need for a more efficient method of management, especially in terms of occupational safety and health (OSH). The freelance deliverers face numerous safety and health hazards when performing deliveries as they are mostly working outdoors, specifically on the road. Based on past studies, food and parcel delivery riders reported experiencing occupational stress, health risk, and burnout [9, 10] that were positively associated with the number of motor vehicle accidents [11].

Therefore, this study is focusing on determining safety and health issues among food and parcel delivery riders in Malaysia. In specific, present study determined what are the occupational safety as well as health hazards faced by the P-hailing riders in Malaysia. The findings of this research should fill the gap in the literature pertaining to OSH in P-hailing sectors that is limited to found worldwide or in Malaysia. Moreover, the research result is expected to serve as an initial reference for the government or policymaker to construct an appropriate OSH management and compliance system for P-hailing sector.

Overall, this research explored issues pertaining to OSH among P-hailing freelance riders registered with parcel and food delivery service providers using digital platforms (i.e., Grab, Foodpanda, Lalamove, and Ninja Delivery) in Malaysia. Besides conducting reviews on related literature, several interview sessions were conducted with the riders from all states of Malaysia, as well as executives representing the P-hailing companies to determine the issues. Finally, occupational safety and health hazards related to P-hailing were distinguished and suggestions were proposed for better OSH management and compliance in this sector.

2. Occupational safety and health (OSH) issues in the P-hailing sector

In this study, P-hailing (parcel hailing) refers to the sector that provides services for food/drinks and parcels using digital platforms, through their registered freelance motorists [12, 13, 14]. Therefore, this research is limited to OSH issues involving the P-hailing deliverers in Malaysia. In fact, it is very difficult to obtain statistical data relating to occupational accidents in this sector. However, motor vehicle accidents involving P-hailing riders are frequently reported by media and attract the attention of society. A recent study [15] found that P-hailing workers endure 30 dangerous situations and five near misses every hour in a typical day of work, thus exacerbating the need for research toward OSH management and compliance within this sector at the earliest. This section provides further explanation of OSH issues in the P-hailing sector, covering road accidents and other occupational hazards that exist in the industry.

2.1 Road accidents

Road accidents remain a pressing issue in Malaysia, especially affecting those who use motorcycles. This includes the food and parcel deliverers who have to perform their tasks under intense time constraints to fulfill customer demands, which then indirectly lead them to commit risky riding or driving behaviors [16]. Recently, a sharp increase has been observed in the total number of P-hailing deliverers because of the development of e-commerce. Online business has received intense coverage in Malaysia because of breakthroughs in the development of technology, which help to speed up the purchasing process compared to the traditional method employed physically. In addition, the COVID-19 pandemic has served as a catalyst for the drastic rise in the number of P-hailing deliverers.

Basically, P-hailing deliverers prefer using motorcycles for several reasons. These factors include better mobility, low cost, and the ability to perform faster deliveries, which is crucial for those engaged with digital food and beverage delivery providers such as Foodpanda, GrabFood, Bungkus It, and other platforms [17]. It is also found that the deliverers have to complete numerous delivery tasks within a limited period of time to satisfy the customers [18]. Therefore, the primary issue in the P-hailing sector concerns vehicular accidents due to the nature of P-hailing work requiring the usage of motorcycles that leave riders at a high risk of road accidents while performing their duties. This is proven by a statistic reported by Lee [19], whereby two thirds (more than 1700) of the 2576 fatal motorcycle accident cases throughout the Movement Control Order (MCO) period involved P-hailing delivery riders. Accidents involving deliverers are rooted in dangerous driving and violations of traffic lights, which are committed by deliverers in the name of completing deliveries on time.

Datuk Seri Wee Ka Siong, the (then) Minister of Transportation, remarked that young P-hailing riders are the group most involved in fatal accidents, with an estimated 12 accidents occurring on a daily basis [20]. The fact that P-hailing riders are considered as essential service workers paints a grim picture of the total number of accidents occurring. In addition, the Ministry of Transportation also reported an increase of up to 200 new P-hailing riders on a daily basis [20] as a result of mass lay-offs and the resulting lack of income for these new riders as a result of the MCO. The Ministry of Human Resources also released a report which revealed that nearly 100,000 employees had been laid off since the previous October [20], which results in pressure within Malaysian society due to the continued enforcement of the MCO. The statistics of accidents in the P-hailing sector are compared with similar statistics from the traditional delivery sector, as showcased in Figures 1–3.

Figure 1.

Statistics of fatal accidents involving deliverers (2015–20).

Figure 2.

Statistics of severe injuries sustained by deliverers (2015–20).

Figure 3.

Statistics of accidents resulting in light injuries for deliverers (2015–20).

P-hailing, therefore, provides an opportunity for many people to sustain their livelihood. The fact that most of these riders are the breadwinners of their families adds to the sense of urgency for tackling this issue, according to the Royal Malaysian Police (PDRM) [20]. A factor contributing to deliverers’ reckless behavior on the road is the system used by providers that incentivize timeliness of deliveries. Failure to finish deliveries on time results in customers giving deliverers a low rating, thus affecting their payment. Based on research data obtained from the Malaysian Institute of Road Safety Research (MIROS), 70% of deliverers show reckless behavior during peak hours such as increasing the motorcycle speed limits to complete the delivery process. The deliverers were also under strict time limits to complete their deliveries, with failure resulting in a demotion of their rating, which directly affects their employment fees. Thus, these factors have contributed to deliverers violating traffic rules in the name of completing their deliveries as soon as possible. This pressure of time involved in just-in-time work has significant implications for road safety [21]. Other studies also stated that during lockdowns, delivery on demand rises making riders tend to speed, and generally, the risk of serious or even fatal crashes increases with higher vehicular speeds [22, 23].

Based on the observations of the Malaysian Institute of Road Safety Research (MIROS), 70% of P-hailing deliverers exhibit behaviors that leave them at risk of accidents especially during the peak hours of 11 a.m. to 2 p.m., such as parking in yellow squares, riding through red lights, and using phones while riding [19]. Prior work has highlighted that 55.3% of fast-food delivery workers in Malaysia use nonstandard helmets. Besides, a conducted study [24] on work-related factors underlying risky driving behavior of food delivery riders in Athens found that the young food delivery riders are more likely to participate in dangerous riding behaviors that involve critical traffic offenses like “red-light running” and “helmet nonuse,” which appear to relate to various stresses or motives for the riders. Therefore, it is crystal clear that the issue involving the road safety of P-hailing deliverers is a significant one. Deliverers are advised not to be too focused on performing their deliveries on time to the extent of exhibiting dangerous behavior on the road.

2.2 Occupational safety and health (OSH) hazards in the P-hailing sector

The digital food delivery services sector involves orders received, packaging, and delivery to customers. The gig courier or rider job requires few skills and is easily obtained but they are precarious, physically demanding, and mentally stressful, especially for motorcycle and e-bicycle riders, who are more exposed to hazards. Therefore, besides addressing the road-accident issues, this research also determined other related OSH hazards faced by the P-hailing riders. According to a report released by the International Labour Organization (ILO) (2000) and another study by Lee [19], these are the OSH hazards associated with the P-hailing sector:

1. Smoke from other vehicles

2. Direct exposure to UV rays (from the sunlight)

3. Extreme environment/climate temperatures (i.e., heat/cold stress)

4. Vibrations

5. Biological hazards (i.e., virus andbacteria)

6. Ergonomic hazards (i.e., prolonged sitting and awkward postures)

7. Psychosocial hazards (e.g., stress, customer complaints, and sexual harassment)

Research [19] explained in detail that deliverers need to carry the ordered items throughout their delivery journey, which can be extremely long, potentially leading to work stress, and exhaustion due to a lack of rest. In addition, food and beverage deliverers often find themselves facing the same situation with lack of rest due to their working time requirements [21].

Besides those references, Ibrahim et al. [15] outlined the hazards that carry a risk of accidents among the delivery riders. The hazards are as follows:

1. Objects obstructing the road

2. Defected road surfaces

3. Construction works and the existence of walking/cycling paths

4. Limited driver/rider vision

3. Ambiguity of employment status

The ambiguity of nature deliverers’ employment status poses a problem to the agencies in charge of OSH enforcement and management, such as DOSH in enforcing OSH laws on all P-hailing service-providing companies. This situation also leads provider companies to not emphasize OSH management for their freelance deliverers, with their stand being that the deliverers are not their employees. Thus, the unclear status of the freelance contracts between deliverers and providers has also contributed to a low enforcement of OSH policies, with providers stating that since deliverers themselves are vendors, they are responsible for their own safety, health, and welfare. As per stipulated in the Occupational Safety and Health Act 1994, a self-employed need to secure their own safety and health while performing his/her job or tasks [25].

Since gig riders are part of an informal economy like other gig workers, they may lack access to paid or sick leave, social protection, and income protection like other employers even though they are registered with P-hailing service providers.

4. The importance of addressing safety and health issues in the P-hailing sector

Occupational health and safety are concerned with ensuring and providing a safe environment for all employees at a workplace. Research pertaining to occupational safety and health provides valuable input to the government in laying down the required focus and priorities for carrying out enforcement activities, developing and promoting a standard to employers in certain sectors to reduce the rate of accidents. The compliance with OSH-related legislations also enables to contribute the sustainability of the industry’s competitiveness by optimizing safe and healthy manpower besides decent working environment.

Based on past studies, food and parcel delivery riders reported experiencing several OSH issues namely occupational stress, health risk, and burnout [9, 11, 26] that were positively associated with the number of motor vehicle accidents. As food and parcel delivery nowadays experience a massive demand that contributes to the profit growth of the delivery business, it is important for the stakeholders to seriously address OSH issues within the sectors.

5. Discussion

Based on the responses of the 15 interviewed deliverers, the nature of their jobs leads them to commit risky riding as well as cutting corners, including violating road-traffic rules. The violations of rules are including jumping a red traffic light, making a U-turn inappropriately, overspeeding, and not properly wearing shoes while making deliveries. Moreover, riders from the city areas such as Kuala Lumpur, Johor Bahru, and Penang admitted that without violating such rules, they are unable to complete the orders within the demanded time.

On the other hand, the deliverers who use motorcycles to conduct tasks need to work long hours or ride long distances to earn more income. Thus, they revealed that they are suffering from musculoskeletal disorders such as back and neck pain. The riders also stated that delivering parcels or food also exposed them to the risk of COVID-19.

To summarize the findings, food and parcel delivery drivers using motorcycles face a range of occupational safety and health hazards, namely exposure to bad weather conditions (i.e., heavy rain, extremely hot weather, and thunderstorms), exposure to air pollution from other vehicles’ emissions, and the risk of being hit by cars, trucks, and other vehicles on the road. Moreover, the P-Hailing riders are also threatened by ergonomic hazards such as physical strain from carrying heavy loads. In addition, they may experience fatigue and stress from working long hours and meeting tight delivery deadlines.

To be specific, present research findings revealed that food/parcel delivery riders in Malaysia face a variety of occupational health hazards, including:

1. Ergonomics hazards: Riders are at risk of musculoskeletal injuries from repetitive motions, such as prolonged sitting on a motorcycle or bicycle, as well as injuries from traffic accidents.

2. Environmental hazards: Riders are exposed to the elements, such as extreme heat or cold, and may also be exposed to air pollution from traffic.

3. Psychological hazards: Riders may face stress from time pressures and traffic hazards, as well as social isolation.

4. Health hazards: Riders may be at risk of respiratory issues due to prolonged exposure to traffic pollution, as well as heart disease and stroke due to sedentary lifestyle.

Moreover, the food/parcel delivery riders who are engaged with P-hailing service providers also face various occupational safety hazards, including road-traffic accident hazards. The hazards are such as:

1. Traffic accidents: Delivery riders are at a high risk of being involved in traffic accidents due to the nature of their work, which requires them to travel on roads and highways.

2. Weather hazards: Delivery riders may be exposed to extreme weather conditions, such as rain, snow, and heat, which can lead to injuries and illnesses.

3. Slip, trip, and fall hazards: Delivery riders may be at risk of slips, trips, and falls while delivering food, particularly when navigating uneven or poorly lit surfaces.

4. Aggression and violence: Delivery riders may be at risk of aggression and violence from customers or members of the public.

In Malaysia, the Department of Occupational Safety and Health (DOSH) released a guideline for the Occupational Safety and Health Act 1994 that must be enforced by all employers and employees in Malaysia to ensure that a safe working culture is practiced in conjunction with a safe working environment. The responsibility for ensuring safety is held by both employers and employees, with the latter needing to understand their underlying responsibilities such as adhering to safety measures as prescribed by the law, following safety and health procedures released by the company’s management as well as wearing appropriate riding apparels, including personal protection equipment (PPE).

Based on present research, to improve the health and safety of food/parcel delivery riders, expanding the knowledge/awareness in terms of occupational safety and health hazards and their responsibilities to ensure their workplace safety (as well as health) is crucial. Safety training enables employees to gain knowledge related to work-related hazards and the associated risks [27, 28, 29].

Thus, occupational safety and health (OSH) issues can have a significant impact on the sustainability of a business in the food/parcel delivery industry. If the deliverers are not properly protected from all the explained hazards, it can lead to injuries and illnesses, resulting in lost productivity.

6. Conclusion

In conclusion, growth in demand for the food and parcel delivery sectors in Malaysia within these few years increased the number of riders. As discussed above, the riders face work-related safety and health issues like road accidents and exposed hazard issues during completion of the delivery process.

The practice of adherence to occupational safety and health procedures is crucial for the long-term sustainability of the digital food/goods delivery sector. Therefore, the government has remarked on the requirement of a new mechanism to tackle issues involving the safety, health, and welfare of these workers. The creation of specific guidelines is important for empowering workers and cultivating a culture of maintaining their occupational safety and health. This will ensure the sustainability of the P-hailing business in Malaysia.

OSH (occupational safety and health) management is important for the food/parcel delivery sectors in terms of business sustainability for several reasons, which are as follows:

1. Compliance with legal regulations: OSH management ensures that delivery riders are in compliance with all relevant laws and regulations related to safety and health at work. This helps to prevent fines and legal penalties that can be costly for them as self-employed workers.

2. Reduced accidents and injuries: OSH management can help to reduce the number of accidents and injuries among the P-hailing delivery riders, which can disturb their productivity and quality of services.

3. Improved employee morale: When employees feel safe and healthy at work, they are more likely to be satisfied with their job and have a positive attitude toward their employers. This can lead to increased employee retention and lower turnover rates.

4. Positive reputation: A business that prioritizes OSH management is likely to be viewed positively by customers, regulators, and the general public. This can help to build a positive reputation and attract new customers.

5. Increased productivity: The P-hailing delivery riders who feel that their safety and health at work are monitored by the engaging companies as well as the government, will more likely to be productive and efficient, which can help to improve the bottom line for the overall business.

Occupational safety and health (OSH) issues can have a significant impact on the sustainability of a business in the food delivery industry. If employees are not properly trained and protected from hazards, it can lead to injuries and illnesses, resulting in lost productivity, increased healthcare costs, and possible legal action. This can also lead to a decrease in employee morale and turnover, which can further impact the business’s ability to maintain operations and customer satisfaction. Additionally, if a company has a reputation for poor OSH practices, it can damage the company’s reputation and lead to decreased consumer trust and a decline in sales. Therefore, it is important for food delivery businesses to prioritize and invest in OSH programs to ensure the safety and well-being of their employees, while also protecting the sustainability of their business.

7. Limitation of the study

The study was conducted among 15 food/parcel delivery riders, thus sample size was small, which may not be representative of the larger population, as well as bound to a limited generalisability. Moreover, even though the interview was conducted in various locations in Peninsula Malaysia, the results may not be generalizable to other regions.

In addition, the study findings solely relied on the interview answers, which may be subject to bias.

For future research suggestions, it is recommended that a cross-sectional, quantitative study involving a larger sample size could be used to increase the generalizability of the findings. Furthermore, the study could be replicated in multiple locations to examine regional differences, especially among the samples in Borneo region.

Using objective measures, such as physiological data obtained by using survey questions, is also proposed to reduce bias in the data.

8. Contributions of the study

This study supported the academia by offering initial references on OSH issues pertaining to the P-hailing sector. In specific, theoretical implications include a better understanding of the specific risks and hazards faced by the P-hailing delivery riders, as well as the factors that contribute to those risks. This knowledge can then be used to inform the development of interventions and policies aimed at reducing those risks and improving the overall safety and health of the sector.

Managerial implications include the need for the P-hailing companies to take a proactive approach to identifying and addressing the risks and hazards faced by their deliverers. This may involve implementing policies and procedures to protect riders, such as providing training and education on safe riding practices and providing personal protective equipment. It may also involve implementing technology solutions to improve rider safety, such as GPS tracking and communication systems.

Moreover, it also implies that P-hailing business providers should also conduct regular safety assessments, in order to identify and mitigate potential hazards and to ensure that riders are adequately protected and provided with safe working conditions. Additionally, it may be necessary to work with other organizations and stakeholders, such as government agencies and labor unions, to create a safe working environment for food/parcel delivery riders.