Delivering better conditions for couriers

As the Chinese New Year approaches, it's little wonder there has been an increase in online shops offering promotions. So perhaps it shouldn't be too surprising there has been a corresponding increase in the number of complaints about couriers who are delivering these discounted goods.

Like most regular online shoppers, I've lost count of how many times I've complained to delivery men about how long I've had to wait for packages. The couriers normally take this in good spirits and apologize for the delays. However, last Saturday was the first time I saw a courier lose his temper.

Forced to wait for 15 minutes outside my door while I returned from a shopping trip, he shouted down the phone to me: "I have 150 packages to deliver every day, and if everyone makes me wait this long, how can I finish my work?" But the fact is that, like all couriers, he was supposed to ring first to arrange a time when I would be at home.

But rather than complaining to the company, I pondered his predicament. He apologized for losing his temper but said it was due to a heavy workload. "I haven't even had time to drink a bottle of water today," he said.

What made the 23-year-old even more upset was a new guideline issued by the China Express Association, which urges courier companies not to stop operating during the Chinese New Year holiday. It requires them to provide at least six hours' service on each day of the holiday in order to avoid delays and to clear any backlog of undelivered packages. In the past, it was common for express delivery companies to suspend work during the Spring Festival. This is because most courier staff are non-locals who want to go back to their hometown at this time of the year. And this man was one of those his company required to work through the holiday.

"I am unhappy about it," the native of Lianyungang, Jiangsu Province told me, his eyes bloodshot with tiredness. "But I cannot say 'no' because I don't want to lose this job."

For many migrant workers, the Spring Festival is the only time in the year they are able to reunite with their family and loved ones. Others may argue that such migrants have the chance to earn extra money. According to China's labor laws, couriers are supposed to be paid double- or even triple-time wages during the holiday. The reality, however, is anyone's guess. But I think the workers in question should be allowed to decide if they want to work or not.

I am not saying the China Express Association has made the wrong decision. After all, they are responsible for making sure the industry functions properly and that customers' demands are met.

But I think customers should have more understanding for the people who rush around the city making sure our parcels arrive on time. If everyone was prepared to wait a few extra days for their goods, then more of these hardworking people could spend precious time with their families.