The new phone order system is part of the findings Grubhub released from that task force. Grubhub launched a task force in response meant to address the problems. While that look-back period, as it was called, was eventually extended to include charges made 120 days prior, the NYC Council wasn’t satisfied and in October threatened to pursue legislative action if Grubhub didn’t fix its phone order issues. On top of that, when the NYC Council held an oversight hearing last June to address issues surrounding third-party food delivery, it was made known that restaurants couldn’t view phone-order charges made 60 days prior. Restaurants were charged anywhere between $4 and $9 per call. With the old system, the service would bill restaurants for any call made to them via the Grubhub/Seamless platform that was longer than 45 seconds, regardless of whether that call resulted in an order or was simply a customer checking the status of an order. The change comes after Grubhub came under fire in 2019 for its controversial billing practice for phone orders. The change is effective immediately, not just in NYC but nationwide for Grubhub/Seamless users. With the new system, which Grubhub has dubbed a “common sense step,” customers who call a restaurant through the Grubhub or Seamless platforms will be asked to press #1 to place an order and #2 for any other matter. In a letter this week to New York City Council members, Grubhub announced a new phone ordering system meant to address accusations of the service charging restaurants erroneous fees for phone orders. But NYC is not impressed, with Mark Gjonaj, who chairs the small business committee, calling the moves “insufficient.”
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