Algorithms Instead of Bosses: Who Protects Couriers in Croatia?
As demand for delivery grows, couriers face insecure contracts and a lack of basic workers' rights. Legal loopholes and platform pressure create what many call digital slavery.
As demand for delivery grows, couriers face insecure contracts and a lack of basic workers' rights. Legal loopholes and platform pressure create what many call digital slavery.
The courier industry in Croatia is booming, especially in larger cities like Zagreb, Split, and Rijeka, but behind the shine of fast delivery lies the dark side of platform work. Thousands of delivery drivers work daily under the pressure of algorithms, without the security of permanent employment, and their status remains in a gray area of the Labor Act.
The key issue lies in the fact that Croatian laws do not recognize couriers as standard employees. Instead, the vast majority are hired through service contracts or as self-employed individuals, which deprives them of rights to paid annual leave, sick leave, and workplace safety. The average monthly income for couriers is around 800 euros, significantly below the national average, and they bear the costs of equipment and transportation themselves.
The COVID-19 pandemic further accelerated digitalization and demand for courier services but also exposed the vulnerability of these workers to health risks. At the same time, apps like Glovo, Wolt, and Pauker are growing, introducing algorithmic management that often dictates impossible deadlines and penalizes even the slightest delays.
The consequences of this system are increasingly visible. Numerous cases of workplace injuries among couriers have been recorded, ranging from minor falls to serious traffic accidents, with inadequate equipment and pressure to drive fast cited as the main causes. According to the Labor Inspectorate, the number of complaints regarding violations of couriers' labor rights in 2023 increased by 20% compared to the previous year.
This statistic has prompted intense negotiations between unions and employers. The Croatian Employers' Association and representatives of the Union of Autonomous Trade Unions of Croatia are demanding urgent regulation of courier status, with an emphasis on workplace safety and the introduction of basic social protection. Inspections are urged to exercise stricter oversight, but concrete legislative progress is still lacking.
Amid these issues, the City of Zagreb is attempting to introduce positive changes through the pilot project "Green Courier." The initiative promotes delivery by bicycles and electric vehicles to reduce traffic congestion and CO2 emissions. Although the project is focused on ecology, it could indirectly improve working conditions for couriers who opt for more sustainable modes of transport, reducing the pressure to drive fast in cars.
The outcome of negotiations between authorities, platforms, and workers will determine the future of thousands of people in Croatia. The question is no longer just whether the delivery will arrive on time, but also at what cost to those who carry it out.
