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Govt asks Swiggy, Zomato and others to submit plans in 15 days for improving complaint redressal

After getting complaints from customers, the government on Monday asked online food business operators like Swiggy and Zomato to submit a proposal within 15 days on improving their consumer grievance redressal mechanism. According to an official statement, “The Department of Consumer Affairs has directed major e-commerce Food Business Operators (FBOs) to furnish the current framework as well as a proposal on improving the consumer grievance redressal mechanism within 15 days.”

The government on Monday asked online food business operators like Swiggy and Zomato to submit a proposal within 15 days on improving their consumer grievance redressal mechanism. “over 3,631 grievances have been registered on the National Consumer Helpline (1915) for Swiggy and 2,828 have been registered for Zomato”during the last 12 months.

Major issues raised by the consumer on National Consumer Helpline were discussed in the meeting. These issues included “veracity of the amount of delivery and packing charges and the reasonability of such charges, disparity between the price and quantity of food items shown on the platform and actually offered by the restaurant, inconsistency in the delivery time shown to consumers at the time of placing an order and the time at which the order is actually delivered, and absence of any mechanism to separate genuine reviews from fake ones,” the statement said.

Delivery charges are determined and levied by the latter. Also, a commission of around 20 per cent is also charged by the online FBOs on each order.

“It was emphasised that the right of choice for a consumer should be respected and the e-commerce FBOs were advised to allow consumers the choice to share their contact information with the restaurants, if the consumers want so,” the statement said.

On Swiggy platform, there were 803 complaints (22 per cent of the total 3,631) related to deficiency in services. Non/delay in delivery of product accounted for 17 per cent of the total complaints, delivery of defective/damaged product 13 per cent.  on Zomato platform, deficiency in services contributed 25 per cent to the total complaints followed by delivery of defective/damaged product (18 per cent), non/delay in delivery of product (11 per cent), paid amount not refunded (11 per cent) and delivery of wrong product (11 per cent).

 

 

 

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Shipra Sharma

Shipra Sharma

Shipra has done his graduation in Mass Communication and her immense love for literature pushes him to be a great writer. She dedicates her time in improving his vocabulary and writing skills. Before Fox Activity, she has worked as an associate author in esteemed newspapers. Contact her at shipra@youngindiaface.in

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