August 2026
Taiwan’s Delivery Workers’ Rights Protection and Delivery Platform Management Act and Its Subsidiary Regulations Take Effect (II): Platform Complaint Systems and Termination of Delivery Service Contracts
The Delivery Workers’ Rights Protection and Delivery Platform Management Act (the “Act”) took effect on July 21, 2026. On the same date, the Ministry of Labor brought into force three subsidiary regulations: the Enforcement Rules of the Delivery Workers’ Rights Protection and Delivery Platform Management Act (the “Enforcement Rules”), the Mandatory and Prohibitory Provisions of Standard Contracts for Delivery Services (the “Standard Contract Provisions”), and the Regulations for Economic Compensation upon Termination of Delivery Service Contracts by Delivery Workers (the “Economic Compensation Regulations”). Together, these instruments require delivery platform operators to establish an internal complaint system and prescribe the rights and obligations of platforms and delivery workers upon termination of a delivery service contract. The principal requirements are summarized below.
I. Establishment of a Complaint System by Delivery Platforms
A. Public Disclosure of the Complaint System and Its Inclusion in the Delivery Service Contract
1. Matters Requiring Public Disclosure
A platform must publicly disclose the unit that receives complaints, the processing procedure, the handling time limits, response methods, and the compensation measures available where a complaint is upheld (Article 9, Paragraph 2 of the Act).
2. Limits on the Complaint Handling Time
The handling time disclosed by a platform may not exceed 21 days from the day following receipt of the complaint. Where the complaint concerns termination of a delivery service contract, the handling time may not exceed 40 days from the day following receipt (Article 11 of the Enforcement Rules).
3. Complaint Procedures Requiring Inclusion in the Delivery Service Contract
In addition to publicly disclosing its complaint system, a platform must set out in the delivery service contract the matters that may be the subject of a complaint, the complaint channels, the manner of and deadline for filing a complaint, the processing procedure, the handling time limits, and the response methods (Article 4, Paragraph 2 of the Act; Item 4 of the Standard Contract Provisions).
B. Scope of Complaints Accepted
A platform must establish a complaint system through which delivery workers may file complaints concerning the following disputes (Article 9, Paragraph 1 of the Act):
1. Remuneration: the amount of remuneration paid by the platform, the method of calculation, and the time of payment;
2. Delivery workers’ rights and interests: account suspension, termination of the delivery service contract, or any other decision adverse to the delivery worker;
3. Delivery service disputes: disputes arising from delivery services between a delivery worker and a partner merchant of the platform or a consumer.
C. Establishment of an Independent Review Panel to Handle Complaints Against Termination by the Platform
A platform may either form its own independent review panel or engage a non-profit organization to handle complaints filed by delivery workers whose delivery service contracts the platform has terminated (Article 12, Paragraph 1 of the Enforcement Rules). The following procedural requirements apply:
1. Composition and Disclosure of the Roster
The independent panel must have at least three members. One member must be a labor union representative, and the remaining members must be outside experts or academics who have no interest in the platform and who have expertise in labor law or practical experience in the platform industry (Article 9, Paragraph 4 of the Act). The platform must also disclose the roster of panel members. (Article 12, Paragraph 3 of the Enforcement Rules).
2. Review at a Panel Meeting
A complaint filed by a delivery worker whose delivery service contract has been terminated by the platform must be reviewed at a meeting convened by the independent panel (Article 9, Paragraph 4 of the Act). Absent justifiable cause, the platform must respect a determination made at that meeting upholding the complaint (Article 12, Paragraph 2 of the Enforcement Rules).
II. Procedure for Termination of the Delivery Service Contract by the Platform
A. Statutory Grounds for Termination by the Platform
Under Article 7, Paragraph 1 of the Act, a platform may terminate its delivery service contract with a delivery worker where, in the course of providing delivery services, the worker seriously violates the Personal Data Protection Act, the Sexual Harassment Prevention Act, the Stalking and Harassment Prevention Act, the Criminal Code, traffic laws and regulations, food safety and sanitation laws and regulations, or the delivery service contract.
B. Procedure for Termination by the Platform
1. Deadline for exercising the right to terminate: the platform must terminate within 30 days from the day on which it learns of the ground for termination or of the resulting damage (Article 10, Paragraph 1 of the Enforcement Rules).
2. Statement of reasons: the platform must give complete, concise, and comprehensible reasons and must produce supporting evidence (Article 7, Paragraph 2 of the Act).
3. Opportunity to file a complaint: the platform must give the delivery worker an opportunity to file a complaint with the platform (Article 7, Paragraph 2 of the Act).
III. Procedure for Termination of the Delivery Service Contract by the Delivery Worker
A delivery worker who has a statutory ground for termination may likewise terminate the delivery service contract with the platform, and may claim economic compensation from the platform. The statutory grounds, the deadline for exercising the right to terminate, the economic compensation, and the deadline for payment are addressed below.
A. Statutory Grounds for Termination
A delivery worker may terminate the delivery service contract where any of the following occurs and is likely to cause the worker damage (Article 8, Paragraph 1 of the Act):
1. the platform violates the Act or any other law or regulation;
2. the platform breaches the delivery service contract; or
3. the platform made a false declaration of intent when entering into the delivery service contract, thereby misleading the delivery worker.
B. Deadline for Exercising the Right to Terminate
The delivery worker must give the platform notice of termination of the delivery service contract within 30 days from the day on which the worker learns of a statutory ground described above or of the resulting damage (Article 8, Paragraph 2 of the Act).
C. Economic Compensation
Where a delivery worker terminates the delivery service contract under Article 8, Paragraph 1 of the Act, the platform must pay economic compensation in a lump sum based on the worker’s length of service, up to a maximum of six months’ average remuneration (Article 2, Paragraph 1 of the Economic Compensation Regulations).
1. Basis of Payment
A delivery worker is entitled to one-half month of average remuneration for each full year of service; service of less than one full year is compensated on a pro rata basis (Article 2, Paragraph 1 of the Economic Compensation Regulations).
2. Calculation of Length of Service
Length of service is calculated by taking the total hours during which the delivery worker actually provided delivery services, from the date on which the delivery service contract was concluded to the date of termination, dividing that figure by eight hours per day, and then dividing the result by 245 working days per year (Article 2, Paragraph 2 of the Economic Compensation Regulations).
3. Calculation of Average Remuneration (Article 2, Paragraph 3 of the Economic Compensation Regulations):
a. For a delivery worker who has provided delivery services for six months or more: the total remuneration for the six months preceding the date of termination, divided by six;
b. For a delivery worker who has provided delivery services for less than six months: the total remuneration during the service period, divided by the number of days in that period, multiplied by 30, and rounded up to the nearest whole number.
D. Deadline for Payment of Economic Compensation
The platform must pay the economic compensation to the delivery worker within 60 days after the worker terminates the delivery service contract under Article 8, Paragraph 1 of the Act.
The Act and its subsidiary regulations increase compliance costs for delivery platforms, but the internal complaint system also gives platforms a means of identifying and resolving their compliance risks at an early stage. Platform operators should establish a complaint system and update their delivery service contracts with delivery workers as soon as possible in order to meet these requirements.
I. Establishment of a Complaint System by Delivery Platforms
A. Public Disclosure of the Complaint System and Its Inclusion in the Delivery Service Contract
1. Matters Requiring Public Disclosure
A platform must publicly disclose the unit that receives complaints, the processing procedure, the handling time limits, response methods, and the compensation measures available where a complaint is upheld (Article 9, Paragraph 2 of the Act).
2. Limits on the Complaint Handling Time
The handling time disclosed by a platform may not exceed 21 days from the day following receipt of the complaint. Where the complaint concerns termination of a delivery service contract, the handling time may not exceed 40 days from the day following receipt (Article 11 of the Enforcement Rules).
3. Complaint Procedures Requiring Inclusion in the Delivery Service Contract
In addition to publicly disclosing its complaint system, a platform must set out in the delivery service contract the matters that may be the subject of a complaint, the complaint channels, the manner of and deadline for filing a complaint, the processing procedure, the handling time limits, and the response methods (Article 4, Paragraph 2 of the Act; Item 4 of the Standard Contract Provisions).
B. Scope of Complaints Accepted
A platform must establish a complaint system through which delivery workers may file complaints concerning the following disputes (Article 9, Paragraph 1 of the Act):
1. Remuneration: the amount of remuneration paid by the platform, the method of calculation, and the time of payment;
2. Delivery workers’ rights and interests: account suspension, termination of the delivery service contract, or any other decision adverse to the delivery worker;
3. Delivery service disputes: disputes arising from delivery services between a delivery worker and a partner merchant of the platform or a consumer.
C. Establishment of an Independent Review Panel to Handle Complaints Against Termination by the Platform
A platform may either form its own independent review panel or engage a non-profit organization to handle complaints filed by delivery workers whose delivery service contracts the platform has terminated (Article 12, Paragraph 1 of the Enforcement Rules). The following procedural requirements apply:
1. Composition and Disclosure of the Roster
The independent panel must have at least three members. One member must be a labor union representative, and the remaining members must be outside experts or academics who have no interest in the platform and who have expertise in labor law or practical experience in the platform industry (Article 9, Paragraph 4 of the Act). The platform must also disclose the roster of panel members. (Article 12, Paragraph 3 of the Enforcement Rules).
2. Review at a Panel Meeting
A complaint filed by a delivery worker whose delivery service contract has been terminated by the platform must be reviewed at a meeting convened by the independent panel (Article 9, Paragraph 4 of the Act). Absent justifiable cause, the platform must respect a determination made at that meeting upholding the complaint (Article 12, Paragraph 2 of the Enforcement Rules).
II. Procedure for Termination of the Delivery Service Contract by the Platform
A. Statutory Grounds for Termination by the Platform
Under Article 7, Paragraph 1 of the Act, a platform may terminate its delivery service contract with a delivery worker where, in the course of providing delivery services, the worker seriously violates the Personal Data Protection Act, the Sexual Harassment Prevention Act, the Stalking and Harassment Prevention Act, the Criminal Code, traffic laws and regulations, food safety and sanitation laws and regulations, or the delivery service contract.
B. Procedure for Termination by the Platform
1. Deadline for exercising the right to terminate: the platform must terminate within 30 days from the day on which it learns of the ground for termination or of the resulting damage (Article 10, Paragraph 1 of the Enforcement Rules).
2. Statement of reasons: the platform must give complete, concise, and comprehensible reasons and must produce supporting evidence (Article 7, Paragraph 2 of the Act).
3. Opportunity to file a complaint: the platform must give the delivery worker an opportunity to file a complaint with the platform (Article 7, Paragraph 2 of the Act).
III. Procedure for Termination of the Delivery Service Contract by the Delivery Worker
A delivery worker who has a statutory ground for termination may likewise terminate the delivery service contract with the platform, and may claim economic compensation from the platform. The statutory grounds, the deadline for exercising the right to terminate, the economic compensation, and the deadline for payment are addressed below.
A. Statutory Grounds for Termination
A delivery worker may terminate the delivery service contract where any of the following occurs and is likely to cause the worker damage (Article 8, Paragraph 1 of the Act):
1. the platform violates the Act or any other law or regulation;
2. the platform breaches the delivery service contract; or
3. the platform made a false declaration of intent when entering into the delivery service contract, thereby misleading the delivery worker.
B. Deadline for Exercising the Right to Terminate
The delivery worker must give the platform notice of termination of the delivery service contract within 30 days from the day on which the worker learns of a statutory ground described above or of the resulting damage (Article 8, Paragraph 2 of the Act).
C. Economic Compensation
Where a delivery worker terminates the delivery service contract under Article 8, Paragraph 1 of the Act, the platform must pay economic compensation in a lump sum based on the worker’s length of service, up to a maximum of six months’ average remuneration (Article 2, Paragraph 1 of the Economic Compensation Regulations).
1. Basis of Payment
A delivery worker is entitled to one-half month of average remuneration for each full year of service; service of less than one full year is compensated on a pro rata basis (Article 2, Paragraph 1 of the Economic Compensation Regulations).
2. Calculation of Length of Service
Length of service is calculated by taking the total hours during which the delivery worker actually provided delivery services, from the date on which the delivery service contract was concluded to the date of termination, dividing that figure by eight hours per day, and then dividing the result by 245 working days per year (Article 2, Paragraph 2 of the Economic Compensation Regulations).
3. Calculation of Average Remuneration (Article 2, Paragraph 3 of the Economic Compensation Regulations):
a. For a delivery worker who has provided delivery services for six months or more: the total remuneration for the six months preceding the date of termination, divided by six;
b. For a delivery worker who has provided delivery services for less than six months: the total remuneration during the service period, divided by the number of days in that period, multiplied by 30, and rounded up to the nearest whole number.
D. Deadline for Payment of Economic Compensation
The platform must pay the economic compensation to the delivery worker within 60 days after the worker terminates the delivery service contract under Article 8, Paragraph 1 of the Act.
The Act and its subsidiary regulations increase compliance costs for delivery platforms, but the internal complaint system also gives platforms a means of identifying and resolving their compliance risks at an early stage. Platform operators should establish a complaint system and update their delivery service contracts with delivery workers as soon as possible in order to meet these requirements.
