外卖骑手告别超时罚款，快递小哥困于“无过投诉”

Core Points - The article discusses the evolving rights and protections for delivery riders in the food delivery sector compared to the stagnant situation for express delivery workers [3][12] - Recent initiatives by companies like Meituan, JD.com, and Ele.me include the cancellation of late penalties and the introduction of a service score management system for riders [1][3] - The express delivery industry faces systemic issues, including a problematic "complaint" culture that penalizes delivery workers for customer inquiries or order cancellations [4][7] Group 1: Rights and Protections for Delivery Workers - Food delivery companies have implemented measures to improve rider rights, such as eliminating cash penalties for late deliveries and introducing a service score system [1][3] - Meituan has also trialed features allowing riders to evaluate customers and block abusive users, enhancing rider protection [1] - In contrast, express delivery workers continue to face significant challenges, with their rights and protections lagging behind those of food delivery riders [3] Group 2: Issues in the Express Delivery Sector - The express delivery industry operates under a "complaint culture," where any customer inquiry is often treated as a complaint against the delivery worker, leading to confusion and unfair penalties [4][5][7] - This culture is prevalent across multiple express delivery companies, creating a systemic issue that affects both workers and consumers [5][7] - The reliance on fines as a management tool in the express delivery sector has led to a situation where penalties are used for revenue generation rather than service improvement [8][10] Group 3: Management Practices and Economic Pressures - The express delivery industry heavily relies on a franchise model, which has resulted in a management approach that shifts operational risks and costs onto delivery workers [8][10] - Companies like SF Express, despite being direct-operated, are increasingly outsourcing labor, leading to rising costs and continued reliance on punitive measures for management [8][10] - The competitive landscape has further distorted the purpose of penalties, turning them into a means of cost control rather than a method for enhancing service quality [10][11]