The Hidden Heroes Living on Our Doorsteps
On May 28th, a delivery worker in his forties, employed by the e-commerce platform Coupang’s late-night Rocket Delivery service, suddenly passed away due to overwork. Unfortunately, reports of delivery workers dying from overwork or suffering severe physical and mental distress are prevalent, underscoring the dire working conditions they must endure. Therefore, the Sungkyun Times (SKT) aims to shed light on the current plight of delivery workers and explore potential solutions for improving their working conditions.
Meet the Unsung Heroes of Today
-Delivering Our World
Delivery workers are responsible for transporting goods that customers order to their desired locations. They fall into two main categories: regular workers and independent contractors. Regular workers are formally hired by delivery companies, receiving an annual salary and potentially performance-based bonuses. In contrast, independent contractors are not formally employed by the company but work under a subcontracting agreement, earning income through per-delivery fees. Although classified as selfemployed, independent contractors are often under the control and supervision of delivery companies, resulting in working conditions similar to those of regular employees. In South Korea, most delivery workers are independent contractors. According to a survey conducted by the Parcel Delivery Committee of Korea Integrated Logistics Association last June, about 95% of delivery workers were independent contractors. This high percentage is due to the demanding nature of the job, which leads to frequent turnover and makes permanent employment rare. Additionally, many workers prefer the independent contractor status as it allows them to earn a comparatively higher income. The main tasks of a delivery worker include sorting packages, loading them for delivery, delivering them to customers, and collecting return packages. They begin their day by sorting their assigned packages, then load them into their vehicles, and proceed to deliver each package to its designated location.
-On the Fast Track
The number of delivery workers in Korea began to rise significantly in 1992. Hanjin Group introduced Korea’s first delivery service, marking the start of the industry’s expansion. Since then, over 20 new delivery companies have emerged, reflecting the sector’s booming success. Today, most delivery workers are contracted with Korea’s five major delivery companies: CJ Logistics, Lotte Logistics, Logen Logistics, Korea Post, and Hanjin Delivery. The rapid growth of the delivery industry has been greatly influenced by the surge in e-commerce. As online shopping has become more popular, the frequency of deliveries has also increased sharply. Data from the Ministry of Land, Infrastructure, and Transport (MOLIT) shows that the average number of deliveries ordered per person was 53.8 in 2019, which increased to 70.3 in 2021 and reached 80.2 in 2023, demonstrating a consistent upward trend. This rise in delivery volumes has naturally led to increased demand for delivery workers. According to Statistics Korea, the number of delivery workers grew from approximately 50,000 in 2018 to about 90,000 in 2023. With the introduction of fast service options like same-day and early-morning deliveries, the demand for delivery workers is expected to continue rising.
Heavy Loads, Heavier Burdens
-The Hidden Burdens Behind the Packages
Despite the rapid growth of the delivery industry, workers face deplorable working conditions, whether they are regular employees or independent contractors. In recent years, frequent reports of delivery workers dying from overwork have highlighted the severe realities of their working conditions. The main issue is that the surge in delivery volumes has far exceeded the number of available workers, placing immense pressure on those currently in the field. According to a 2021 report by the Ministry of Employment and Labor (MOEL), the average work shift for delivery workers was 12.1 hours per day — substantially higher than the 8.4 hours for average workers in Korea. Delivery workers are required to adhere to strict same-day delivery requirements, leaving them with long working hours and significant stress. Unfortunately, rest periods are grossly insufficient for them. A report from the Delivery Workers’ Overwork Prevention Committee released last June reveals that a six-day workweek with no days off except Sundays and holidays has become the norm, and sick days are not provided even in cases of illness. Additionally, the average time allocated for meals, breaks, and bathroom visits was only 39 minutes per day, according to the 2021 MOEL report far too little given the extensive working hours. Conditions at sub-terminals, where delivery workers spend a significant amount of their time, are also poor, with scarce basic amenities such as restrooms and break rooms.
-Slipping Through the Safety Net
Despite the harsh conditions faced by delivery workers, the legal protections and support systems remain inadequate, leaving significant gaps in coverage. Independent contractors, who often work under similar conditions as regular workers, are classified as self-employed and therefore, do not receive necessary protection under labor laws. As a result, they must bear any losses resulting from unavoidable work absences. For instance, Lee Myung-jin, who has worked as an independent contractor for 11 years, shared with the SKT, “When I am unable to work due to illness, I not only face reduced income but also incur extra expenses to find a substitute.” The government’s mandate in 2021 that special form workers, including delivery workers, must have industrial accident insurance is a step in the right direction. However, this mandate is currently not effectively enforced, particularly among small and medium-sized companies. According to data from MOLIT last October, 20% of delivery companies still had insurance enrollment rates for their workers that were less than half the required level.
-Stress Overload
Delivery workers, who interact directly with customers, face intense job stress due to emotional labor and unfair treatment. For instance, in September 2023, a delivery worker was subjected to verbal abuse and physical assault by a customer in a Busan apartment complex over a delayed delivery. Despite the physically demanding nature of their work, many delivery workers experience even greater mental stress due to customer harassment and lack of consideration. A survey conducted last year by the Delivery Workers’ Overwork Prevention Committee found that 58% of the 800 delivery workers surveyed had been pressured for faster deliveries, and 46.2% had experienced verbal abuse. Unfortunately, without proper support systems in place, they often have no choice but to endure rude behavior, unreasonable demands, and harsh language from customers. Lee Myung-jin told the SKT that dealing with demanding customers has become a part of the job, leading to frequent challenging situations. Furthermore, as most delivery workers are independent contractors, limited protection measures are available when customer issues arise.
Unloading the Load
-Revamping from Within
Delivery companies should take proactive steps to improve the poor working conditions of their delivery workers. Specifically, they should seek advice from healthcare experts when setting delivery quotas and ensure they align with the legal standard of an eight-hour workday. This will help determine a reasonable number of daily deliveries an adult can handle. Additionally, workers’ feedback should be incorporated into the quota-setting process to better accommodate their needs by allowing them to request reductions in workload or adjustments to their delivery zones when delivery volumes are overwhelming. For example, DHL in Germany utilizes its Parcel Management System to enable delivery workers to manage and adjust their deliveries and routes in real-time. Companies should also establish clear guidelines for adequate rest periods and include these provisions in contracts to ensure they are enforced. Furthermore, basic facilities, such as restrooms and break areas, should be available at sub-terminals and other work sites to provide workers with spaces to rest. For instance, UPS in the United States has set up rest areas at its major hubs and sub-terminals to help workers recover during their shifts. Improving working conditions for delivery workers is not merely a matter of goodwill but is crucial for addressing the industry’s long-term staffing shortages.
-Creating a Reliable Safety Net
Establishing robust legal protections and systems for delivery workers is crucial. Reforms are needed to both safeguard independent contractors and hold delivery companies accountable as effective employers. This begins with legally recognizing these workers as “employees.” A landmark court case last October involving the online shopping platform Market Kurly set a precedent by recognizing its delivery workers as “employees” under labor law for the first time. Such recognition should be extended to all delivery workers currently classified as self-employed, ensuring they receive the protections and minimum working conditions mandated by labor laws. This would allow delivery workers to exercise essential rights, such as taking time off when ill, without facing financial hardship. To prevent companies from neglecting their obligations to provide industrial accident insurance, the government must enhance oversight and impose stricter penalties for non-compliance. Furthermore, to address the poor working conditions and unfair contract terms faced by delivery workers, continuous input from experts and the workers themselves is essential for developing effective laws and policies. Nationwide surveys and assessments of delivery workers’ conditions will be instrumental in crafting practical solutions that truly address their needs.
-Relief in Reach
Delivery companies at large should create manuals for dealing with customers, providing specific strategies for handling the various challenging situations that delivery workers often encounter. These manuals should be part of regular training programs to ensure workers are well-prepared. For instance, Yamato Transport in Japan offers detailed manuals covering a range of customer interactions and regularly educates their workers on these procedures and customer service skills. Lee Se-young, a Professor of Media and Communication at SKKU, explained that “the manual will provide delivery workers with emotional stability and help prevent unnecessary conflicts.” He also stated, “Specific and systematic training is essential for enhancing their response capabilities.” To further support their mental health, companies could offer free professional psychological counseling services. FedEx, for instance, runs an Employee Assistance Program that provides regular counseling to delivery workers in need, which has been shown to improve their work efficiency and performance. However, resolving these issues requires more than just corporate efforts — it demands a societal shift in perception. It is essential to recognize that delivery workers play a vital role in enhancing our daily lives, not just by delivering packages but by contributing to our convenience. A social atmosphere that respects and appreciates delivery workers is crucial for meaningful change.
“Ding dong! Your delivery has arrived!” Korea’s reputation as a delivery powerhouse is built on the unwavering dedication and hard work of delivery workers who labor behind the scenes. Despite the harsh conditions, they continue to deliver packages with remarkable speed, bringing convenience right to our doorsteps. As beneficiaries of this efficient delivery system, Kingos should keep a watchful eye to ensure that delivery workers work in safe and favorable conditions.