New Channel Simplifies Customer Complaints
Key Highlights
- Swiggy has launched a dedicated Food Safety Helpline for customers.
- Users can report food quality and safety concerns directly to the company.
- A new Food Safety channel has also been added to Swiggy’s in-app Help section. (The Economic Times Hindi)
- Customers can submit details and upload photographs related to their complaints.
- Every complaint receives a ticket number that customers can use to track its status.
- Complaints will be reviewed on priority by Swiggy’s Food Safety Assurance Team.
- The initiative comes amid increased scrutiny of food safety standards across India’s food and restaurant sector. (The Economic Times Hindi)
News Story
Online food delivery platform Swiggy has introduced a dedicated Food Safety Helpline and a new in-app Food Safety channel, making it easier for customers to report concerns related to the safety and quality of their food orders.
The new initiative is designed to give customers a more direct mechanism to raise food safety complaints. With online food ordering becoming an increasingly common part of urban consumption, concerns over food quality, hygiene, contamination and safe handling have also become more prominent.
Under the new system, customers can report food safety-related concerns through Swiggy’s dedicated helpline or through the company’s app. (The Economic Times Hindi)
Dedicated Helpline For Food Complaints
Swiggy has introduced a dedicated telephone helpline for customers who want to report food safety concerns. Customers can call 7948231850 to register a complaint relating to the safety or quality of food received through the platform. (The Economic Times Hindi)
In addition to the phone-based service, Swiggy has added a separate Food Safety channel within the Help section of its app.
This gives customers an alternative to the regular customer-support process when the issue specifically relates to food safety.
How Customers Can File Complaints
The complaint process has been designed to allow customers to provide details about the issue they experienced. Where necessary, users can also upload photographs supporting their complaint.
Once a complaint is registered, Swiggy provides the customer with a ticket number. This number can be used to track the progress of the complaint.
Customers who register their complaint through the helpline will also receive a link on their registered mobile number. Through that link, they can provide additional information and upload relevant photographs to support their case. (The Economic Times Hindi)
This approach could make it easier for Swiggy to collect evidence related to food quality and safety complaints while allowing customers to follow up on individual cases.
Food Safety Team To Review Complaints
According to Swiggy, complaints submitted through the new channels will be reviewed by its Food Safety Assurance Team on a priority basis.
The company said that the action taken will depend on the nature of the issue identified in the complaint. This could allow Swiggy to investigate individual cases and work with restaurant partners where necessary.
Sidharth Bhakoo, Chief Business Officer of Swiggy Food Marketplace, said the company is continuously working with its restaurant partners on food safety. He added that the new helpline and in-app channel are intended to make it easier for customers to communicate their concerns. (The Economic Times Hindi)
Comes Amid Greater Food Safety Scrutiny
Swiggy’s new initiative comes at a time when food safety has received increased attention across India.
Food safety authorities have been stepping up inspections and enforcement, while consumers are increasingly focused on hygiene, freshness and the quality of food supplied through restaurants and delivery platforms.
The development also follows regulatory scrutiny involving Swiggy Instamart. In July 2026, the Food Safety and Standards Authority of India issued nine notices to Swiggy Instamart following consumer complaints alleging issues including expired, spoiled or contaminated food products. (The Economic Times)
Against this backdrop, a dedicated reporting mechanism could help Swiggy respond more directly to food safety-related complaints and strengthen its monitoring of restaurant and food-delivery operations.
Greater Accountability In Food Delivery
The new system also reflects the growing importance of food safety in India’s online food-delivery industry. Customers increasingly expect delivery platforms not only to provide convenience but also to offer effective mechanisms for addressing concerns about the food they receive.
By introducing a dedicated helpline and an in-app reporting channel, Swiggy is creating a more specialised route for customers to flag potentially serious food safety issues.
The ability to attach photographs and track complaints through ticket numbers could also improve transparency in the complaint-handling process.
For consumers, the key change is that food safety complaints can now be raised through a dedicated channel rather than being handled only through general customer support. (The Economic Times Hindi)
Indian customer reporting a food safety concern through a food delivery app after receiving an online order.
