• Domino's Pizza Malaysia

ZERO CONTACT DELIVERY

Updated: May 5



At Domino's, the health and safety of our customers and team members are our number one priority. We are committed to providing the best quality services to all our customers at all times. ❤️

To further enhance our delivery quality at this time by ensuring social distancing, all of your delivery orders will be via our ZERO CONTACT DELIVERY.


HOW IT WORKS

Our delivery experts are trained to deliver all orders with Zero Contact and Maximum Care:

✅ Zero cash handling ✅ Social Distancing trained. Delivery experts will be a minimum 6ft away ✅ Sanitized delivery bag


We wish all Malaysians good health. Let's stay safe together.

#StaySafe #DominosZeroContactDelivery #ZeroContactMaxCare #ItsAllAboutYou


Updated Business Hours [Effective 4th May 2020]


Our new operating hours are as follows effective 4th May 2020:


1) New operating hours for stores in: Johor, Melaka, Kuala Lumpur, Putrajaya, Perak Monday to Sunday: 10.30AM-11.00PM

Last Delivery Order : 10.30pm

Last Take-Away Order: 10.45pm 2) New operating hours for stores in: Selangor

Monday to Sunday: 10.30AM-9.00PM

Last Delivery Order : 8.30pm

Last Take-Away Order: 8.45pm


3) New operating hours for stores in: Perlis, Perak

Monday to Sunday: 10.30AM-7.00PM

Last Delivery Order : 6.30pm

Last Take-Away Order: 6.45pm

4) New operating hours for stores in: Negeri Sembilan, Penang, Kedah

Monday to Sunday: 10.30AM-8.00PM

Last Delivery Order : 7.30pm

Last Take-Away Order: 7.45pm

5) New operating hours for stores in: Sabah

Monday to Sunday: 10.30AM-6.00PM

Last Delivery Order : 5.30pm

Last Take-Away Order: 5.45pm


6) New operating hours for stores in: Pahang,

Monday to Sunday: 12.00PM-11.00PM

Last Delivery Order : 10.30pm

Last Take-Away Order: 10.45pm


7) New operating hours for stores in: Terengganu

Monday to Sunday: 12.00PM-6.00PM

Last Delivery Order : 5.30pm

Last Take-Away Order: 5.45pm


8) New operating hours for stores in: Kelantan

Monday to Sunday: 3.00PM-6.30PM

Last Delivery Order : 6.00pm

Last Take-Away Order: 6.15pm



FAQS


1. What is 100% Zero Contact Delivery?

  • Zero Contact Delivery provides contact-less delivery service to minimize contact between our riders and customers.

  • To make it 100% Zero Contact, all delivery orders must be paid beforehand via cashless options, such as Grab Pay, credit card and online-banking.

  • We are committed to deliver safe, freshly prepared pizza and we take this responsibility very seriously.

  • The new service is introduced for greater safety and to ensure that customers are assured when using our services.

  • With this implementation, we will provide a Zero Contact service for delivery and take-away services.

  • Once again we want to reassure you that the safety and wellbeing of customers and our team members is always our top priority.

  • Domino’s has put in place high hygiene standards and strict food handling procedures.


2. How can I select the Zero Contact service?

  • This service will be available by default when you place your order via our website at www.dominos.com.my or Domino’s app.

  • It is mandatory for all delivery and also available for take-away services.


3. When will it be available?

  • This service is available with immediate effect nationwide.


4. Why is Domino’s implementing this now?

  • Given the current situation, we want to ensure social distancing at every level of our operations that involves our staff and customers.

  • Moreover, it is timely and highly appropriate to introduce a feature that will provide a safe service for our customers.

  • At Domino’s, the health and safety of our team members and customers are our number one priority.

  • This new service is introduced for greater safety and to ensure that customers are assured when using our services.

  • With this implementation, we will provide a Zero Contact service for delivery and take-away services.


5. Is the Zero Contact service available when I order via Domino’s hotline?

  • No. Our hotlines are currently not taking orders effective Saturday, March 21, 2020.

  • As a move to practice social distancing at our call centre and encourage zero-contact transactions at the door, all delivery orders can only be placed via our online portal or ordering app.

  • Please log onto www.dominos.com.my or download Domino’s Pizza Malaysia app to place your order now.


6. Why I can no longer make an order via phone?

  • As a move to practice social distancing at our call centre and encourage contactless transactions at the door, staffing at the call centre has been reduced to only handle customer enquiries.

  • Delivery orders can be made through our online store and app. The inconvenience caused is regretted.


7. I don’t know how to place an online order.

  • Allow me to guide you through the journey.

  • To find out more, please click on our website at www.dominos.com.my

  • Please take note that for delivery orders cash will no longer be accepted.

  • Digital payment via credit card, debit or GrabPay must be completed at the end of the order.

  • We apologize for any inconvenience.


8. I don’t have Credit card and Online banking. How do I proceed with my order?

  • Unfortunately, at this point in time, in order to practice social distancing, all delivery orders are now cashless.

  • We suggest that you activate GrabPay e-wallet. Or alternatively you may walk-in to our nearest outlet and pay your order using cash.


9. Can I still pay cash at your outlet?

Yes, we still accept cash.


10. Is Zero Contact delivery available as per your usual operating hours?

  • Our Zero Contact service is available throughout the day, as per operating hours of respective states and local councils

  • Our operating hours are Monday to Sunday, 10.30AM till 10.00PM.

  • Due to orders by local authorities at different states, selected stores are required to close early.


11. Is the Zero Contact delivery services available nationwide?

Yes


12. Is there any minimum order to enjoy the Zero Contact service?

The minimum order for delivery is RM20. Zero Contact delivery service is available by default.


13. Is your call centre still operating during the Movement Control? How do I get assistance on choosing the Zero Contact service?

  • Yes, our call centre will remain open to assist customers on any possible queries regarding our business.

  • However, our call centre will not be taking orders via phone call at this point of time.


14. DELIVERY AT THE CUSTOMER DOORSTEP

Applies for both landed and high rise buildings

How does it work for delivery service?

  • Upon arrival at customer’s door, the rider will contact the customer via phone call to inform that the order has arrived at the entrance.

  • The Barrier, which is a mat, will then be placed on the ground. The order will then be placed on the Barrier.

  • The rider will then move back to a safe distance of at least 6 steps back.

  • Rider will wait for the customer to retrieve their order.

  • Once the customer has checked and collected the order and move back into the home, the rider will then pick up the Barrier.

  • The rider will return to store and immediately sanitize their hands.

  • It is compulsory for every rider to carry a personal sanitizer with them all the time so that they are able to sanitize their hands frequently.

  • The hot bag will also be sanitized every hour.


15. DELIVERY OUTSIDE. NOT AT THE DOORSTEP

Applies for both landed and high rise buildings

  • Upon arrival at the customer’s residence, the rider will contact the customer via phone call to inform that they have arrived with the order.

  • The rider would than place his delivery bag on the bike seat and open the bag and the hot bag.

  • The rider will then move back to a safe distance of at least 6 steps back.

  • The customer will come to the bike and collect the order from the hot bag.

  • The rider would be observant. Once the rider has checked and the order is collected by the customer and return back to their home, the rider will then zip up the delivery bag.

  • The rider will return to store and immediately wash and sanitize their hands.

  • It is compulsory for every rider to carry a personal sanitizer with them all the time so that they are able to sanitize their hands frequently.

  • The hot bag will also be sanitized every hour.


16. Will you accept cash with Zero Contact delivery service?

  • With this implementation, we will provide 100% Zero Contact service for delivery and take-away services.

  • During this period, customers will need to prepay their orders via web or on the mobile app. This is to minimize contact and ensure effective social distancing without the usage of cash.

  • For delivery: Online payment via Online/ app only.

  • For take-away ordered online: Online payment via Click and Collect option on website/app.


Section 2: Zero Contact take-away service

17. How does the in-store Zero Contact take-away service work?

CASHLESS 100%

  • As for the Zero Contact take away services, customers can click and collect their orders.

  • Customers who are more comfortable to walk-in to the store to collect their orders can opt for this option.

  • The click and collect option is where customers can place their order and make payment online via our web/app.


CASH PAID AT COUNTER

  • Cash is accepted at the counter if customer walks in.

  • If cash payment is made in store, social distancing would be in practice.

  • Customers are encouraged to use any cashless payment option in store such GrabPay as to minimize time at the store.

  • Upon handling the cash, the cashier will immediately sanitize his hands.

  • Once the order is ready, the cashier would call out the customer’s name and leave the order on the table and walk away.

  • Customers can walk to the counter to collect their orders.

  • We have also made efforts to space out our customers while they wait for their food to be prepared, in order to implement social distancing accordingly, by drawing 1m x 1m boxes on the floor using coloured tape and placing stools in the middle.


Section 3: Hygiene procedures

18. What are additional measures being taken by Domino’s to ensure that the food is safe for customers?

  • Cleanliness and hygiene procedures are of utmost priority. This has been heightened and continues to be adhered to strictly as well as monitored closely on a frequent, routine basis.

  • These include specifically timed washing and sanitizing of hands and items used in the kitchen and restaurant involving all store staff from the kitchen staff to the cashiers and delivery riders.

  • Delivery riders wash and sanitize their hands before and after every delivery as well as responsible for cleaning and sanitization of delivery routing table and hot bag after every delivery.

  • Delivery riders are provided with hand sanitizers and it is compulsory for them to carry it with them at all times to enable them to sanitize their hands regularly.

  • Pizza makers and oven tenders would wash their hands with antibacterial soap frequently. They would be alerted by a timed alarm.

  • The cashiers sanitize their hands after handling cash from each customer and they also sanitize their hands after placing customers’ orders at the pick-up point.All food contact surfaces are sanitized every hour.

  • All food contact surfaces are sanitized every hour.

  • All customer contact points which include the entrance door, door handle, order counter, chairs, hand wash sink and faucet are sanitized every hour


19. Your stores are open for take-away. Is this safe?

  • We have taken extra measures to be able to provide this service to customers, as social distancing is practiced in all of our stores.

  • There is a clear demarcation marked by a red tape to mark a distance between the order counter and customer.

  • Customer will be requested to move back to the line behind.

  • Customer places the order.

  • For cash payment, the order taker will step away from the counter for the customer to place the money on the counter.

  • Customer will be requested to move back to the line behind.

  • Order taker would step forward and check on the payment that was left on the counter. If there is balance to be given to the customer, it will be left on the counter and the order taker would step back for the customer to approach the counter and take their change.

  • When handling of cash is completed, the cashier will immediately sanitize his/her hands.

  • Payment via GrabPay is also accepted. Order taker to step away from the counter for the customer to approach the QR code board.

  • Customer would then be requested to wait at the designated waiting area for their take-away service, with seats arranged in marked boxes away from each other.

  • Once the order is ready, the cashier would call out the customer’s name and leave the order on the table and walk away.

  • Customers would than walk to the counter to collect their order.


20. Money transmits germs. Are you still accepting cash payments?

  • Starting Saturday, March 21, 2020, all payments will be 100% cashless.

  • Customers will need to make prepaid online payments upon order via app and web.

  • If our customers order take-away in-store, they have still have the option of going cashless through Grab Pay.

  • However, our customers will still have the option of paying with cash.

  • If our customers are using cash payment in store, social distancing will be implemented in which the cashier will be at arm’s length away from the customer.

  • Upon handling the cash from the customer, the cashier will immediately sanitize his hands.

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