Key Update

Swiggy has launched a dedicated 24/7 helpline and an in-app ‘Food Safety’ channel to help customers report food safety concerns. The move comes as the Food Safety and Standards Authority of India (FSSAI) steps up enforcement across food businesses, including food aggregators and quick-commerce platforms.

Swiggy to Review Complaints on Priority

Swiggy’s Food Safety Assurance Team will review complaints from the helpline and app channel on priority. The team will take necessary action based on the concerns reported. The new channels will also help Swiggy identify recurring complaints and spot emerging patterns. The company can then engage restaurant partners to address potential food safety gaps.

Focus on Restaurant Partner Compliance

Swiggy said it continues to work with restaurant partners to promote the use of quality ingredients and ensure menu descriptions accurately reflect the food being offered. The company also conducts periodic awareness programmes for its restaurant partners on hygiene practices and food safety standards.

Sidharth Bhakoo, Chief Business Officer, Swiggy Food Marketplace, said the additional customer touchpoints will help the company identify and address food safety concerns more effectively. The new initiative strengthens Swiggy’s customer feedback and monitoring systems as food safety authorities increase scrutiny of food businesses across India.

Source: The Hindu Businessline