Learn about iFood's policy to combat discrimination and violence

iFood has a new policy to combat discrimination and violence to offer everyone an ethical, safe environment free from any form of rights violation. 

After all, our commitment is to foster a fairer and more respectful future, socially impacting our ecosystem.

The company does not accept any type of discrimination, prejudice or violence against anyone who is part of our ecosystem, such as delivery people, customers, stores, logistics operators and franchisees.

These principles for combating discrimination are already expressed in the Third Party Code of Ethics and Conduct and on Respect and Equality Primer. Now, the company is implementing its new Policy to Combat Discrimination and Violence.

This policy reinforces its commitment to promoting an environment where each interaction is a special ingredient for a fairer and more welcoming world. 

Access the full Policy to Combat Discrimination and Violence here

With this initiative, in addition to combating discrimination, iFood seeks to promote a dignified, honest, inclusive and respectful environment and makes it clear that it does not tolerate violent conduct from those who use its platform.

This new policy is based on three pillars:

• Comply with the laws It's something expected of everyone
• Value diversity in an inclusive environment that respects differences
• Promote equity with fair treatment for all

What attitudes are not tolerated on iFood?

Some of the attitudes that go against iFood's Anti-Discrimination and Violence Policy are:

• Verbal or physical aggression
• Threats
• Sexual harassment or harassment
• Discrimination
• Racism
• LGBTphobia or transphobia
• Fatphobia
• Ableism
• Classism
• Dangerous driving
• Ageism
• Carrying weapons
• Theft

How can I report this type of attitude?

Delivery People

If you are en route: on the iFood App for Deliverers, click on the emergency button.

If you are not on route: in the iFood App for Deliverers, use the “Serious case alert” topic available in the menu. Then, click on “I suffered an incident” and report in detail what happened, attaching as much evidence as possible.

Stores

If the order is in progress, use the Order Manager or the Partner Portal, in the topic ''Order in progress'' > Order > ''Problems with this order?'' > Contact iFood > Fill in the information and attach the Evidence. 

If you prefer to use the Partner App, click Help > Why open tickets > Order in progress.

If the order is canceled or completed: go to the Partner Portal, in the “calls and help” tab > service > open a ticket > Orders > Report incident with delivery person or check suspicious order (for cases involving End Customers).

Customers

In the iFood app, after placing the order, go to Order > Help > Critical Cases > Report a serious incident.

EntreGô Logistics Operators and Franchisees

Go to JIRA, enter your email > continue with the account > click on the Franchisee or Logistics Operator tab, depending on your category and report what happened.

And what happens after the complaint?

iFood has rules to investigate and apply sanctions to those who commit acts that go against its Code of Ethics and its Policy to Combat Discrimination and Violence.

These sanctions can range from warnings and training to account deactivation, depending on the seriousness of the case, the damage caused and the people involved.

The new policy aims to ensure that any conduct that violates people's safety and integrity is directed to the necessary channels and that penalties are guaranteed on and off the platform.

Furthermore, iFood offers delivery men and women who work on its platform the Psychological and Legal Support Center. In partnership with the Black Sisters in Law, the company provides free assistance to anyone who suffers discrimination, physical aggression, threats or sexual violence during work.