Wolt CEO Responds to Safety Complaints, Vows to Remove Violators

Tomer Cohen, CEO of Wolt Israel, has responded to a complaint filed by the National Road Safety Authority (RSA) with the police against the company and himself. The RSA demanded an investigation into Wolt and Cohen for ongoing traffic violations by its delivery couriers and sought an order to halt the company's operations. Cohen stated in a message to employees that the RSA initially approached Wolt in September regarding courier safety, which the company viewed as an opportunity for cooperation. However, he expressed regret that a requested meeting with the RSA has not yet occurred.

In a prior interview with Globes, conducted before the complaint was filed, Cohen acknowledged that road safety is an area where Wolt needs improvement. He revealed that the company employs dedicated personnel to monitor safety and is implementing AI tools to identify couriers with numerous complaints. Wolt has also launched a dedicated WhatsApp line for reporting and dismisses dozens of couriers monthly for improper conduct, emphasizing that anyone who commits an offense will no longer work for the company. Cohen clarified that couriers are not compensated based on delivery time, addressing a potential reason for rushing.

The RSA's complaint detailed that despite discussions and correspondence, Wolt's responses to demands for an action plan were insufficient, lacking concrete timelines, measurable goals, and monitoring mechanisms. The authority stated that Wolt has ignored its requests and failed to submit the promised operational plan. Furthermore, the RSA accused Wolt of operating unlawfully by not appointing a safety officer and by having couriers commit serious traffic offenses, endangering other road users.

The complaint highlighted that Wolt's extensive delivery operations, involving frequent vehicle movement in public spaces and interaction with pedestrians, necessitate a professional safety management system. The RSA possesses license plate numbers of approximately 214 Wolt courier vehicles involved in safety incidents. The authority argues that Wolt qualifies as a business required to operate a safety system, as it operates at least 40 vehicles, and therefore must appoint safety officers. The RSA contends that Wolt's classification of couriers as independent contractors does not absolve the company, given its significant operational involvement, including verifying licenses, requiring vehicle declarations, collecting license plates, assigning deliveries based on vehicle type, and providing guidance.

Wolt, in its response, accused the RSA of turning the courier safety issue into a public relations campaign to repair its own image. The company asserted that it invests heavily in improving road safety for both the public and its couriers, presenting a detailed plan to the RSA and seeking a meeting that went unanswered. Wolt suggested the RSA should focus on practical solutions rather than targeting companies working towards the same goal.