Swiggy announced the launch of a dedicated helpline along with a ‘Food Safety’ channel within its in-app Help section for customers to report any food safety-related concerns associated with their orders.
The move comes against the backdrop of renewed focus on food safety after a reported state-wide crackdown by the Food and Drug Administration in states like Maharashtra, and inspections by the Food Safety and Standards Authority of India (FSSAI) in five-star hotels in Delhi.
Customers can call 7948231850 and report concerns. With the dedicated section in the app, customers can share their concerns via a short message and upload relevant pictures. They will receive a ticket number to check the status of their complaint.
The initiative comes amid increased regulatory scrutiny of food businesses, including restaurants, food delivery and quick-commerce platforms. In Maharashtra, the Food and Drug Administration (FDA), under Commissioner Tukaram Mundhe, has stepped up inspections, with several food establishments and quick-commerce warehouses facing action over hygiene and food safety violations. The state regulator has also introduced a year-round festival enforcement calendar to systematically target food adulteration.
Sidharth Bhakoo, chief business officer of Swiggy Food Marketplace, said the company was further strengthening how customers can raise food safety concerns.
“While we continue to work closely with our restaurant partners on food safety, we are also further strengthening the ways in which customers can raise any concerns they may have,” he said.
According to Swiggy, the new complaint channels will also serve as an intelligence tool, helping the company identify recurring concerns, detect patterns and engage restaurant partners on preventive measures.
The company said it continues to work with restaurant partners to encourage the use of high-quality ingredients and accurate menu descriptions. It also periodically educates partners on hygiene practices and food safety standards.
