外卖新国标来了！“新”在哪？

Core Viewpoint - The article discusses the implementation of a recommended national standard for food delivery platforms to address issues such as "ghost deliveries," irrational competition, and insufficient protection of delivery personnel's rights. Merchant Management - To tackle the "ghost delivery" issue, merchants must provide a video with store location for verification, ensuring consistency with business licenses [1] - The approval process includes both initial and dynamic audits, with a mechanism to trigger dynamic reviews upon detecting potential risks [2] Operational Management - Delivery personnel's addresses will be verified, and "dine-in" labels will be marked to improve service clarity [3] Addressing "Order Surge" Issues - Platforms are encouraged to provide "order surge" warnings to merchants and inform consumers about busy statuses to promote rational ordering [4] Pricing Behavior - To combat "excessive and arbitrary charges," the fee structure will include technology service fees, delivery service fees, and promotional service fees [5] - Platforms must disclose complete settlement details to merchants, including all fee components and actual amounts received [6] Addressing "Irrational Competition" - Platforms must bear the costs of promotional activities and cannot transfer these costs to merchants or impose unreasonable conditions for participation [7] - Merchants' promotional autonomy must be protected, preventing platforms from forcing participation that leads to selling below cost [8] Protection of Delivery Personnel's Rights - Platforms should limit delivery personnel's working hours and establish fatigue alerts and mandatory rest periods, avoiding forced overtime through algorithms or incentives [9] - Delivery routing algorithms must consider various factors for efficient planning, with a maximum average speed of 15 km/h for electric bicycles [9] - Responsibilities for compliance with labor laws, social security, and fair compensation must be clearly defined for both platforms and partner companies [9] Consumer Rights Protection - A consumer rights protection system must be established to ensure timely responses and safeguard consumers' rights to information, choice, and safety [10] - Pricing promotions must be applied equally to consumers under the same conditions, avoiding unreasonable differential treatment [10] - Platforms must ensure reasonable collection of personal information, requiring consumer consent before sending commercial communications [11] Complaint and Appeal Processes - Platforms must clarify the procedures for recognizing and handling violations, ensuring merchant appeals are responded to within 3 hours and reviewed within 4 days [12] - Delivery personnel should have clear channels and simplified processes for submitting appeals [14] - A tiered response mechanism for consumer complaints must be established, with immediate human responses for serious issues [15]