Swiggy launches 24x7 helpline and in-app channel for food-safety complaints
Swiggy has introduced a round-the-clock food-safety helpline and in-app reporting channel, with its Food Safety Assurance Team set to prioritise cases, track repeat issues and engage restaurant partners.
What happened
Swiggy launched a 24x7 food-safety helpline and in-app reporting channel, enabling customers to flag order concerns. Its Food Safety Assurance Team will
Key facts
- 24x7
- 7948231850
Why this matters
Swiggy’s strengthened safety infrastructure increases the strategic value of partners with restaurant-quality, compliance-monitoring and customer-support capabilities.
What to watch
- Reported food-safety complaint volume per order and the share of complaints resolved within defined SLAs.
- Repeat-violation rates by restaurant, city, cuisine, and delivery mode.
- Restaurant delistings, ranking penalties, audit mandates, or partner contract changes tied to safety complaints.
- Changes in refund rates, customer-support cost, app ratings, repeat-order frequency, and customer retention.
- Food-safety notices, inspections, or data-sharing requirements from FSSAI and state/local authorities.
- Comparable food-safety helplines, guarantees, or quality-control programs launched by Zomato and other delivery platforms.
- Publish service-level targets for food-safety case acknowledgment, investigation, refunds, and closure.
- Integrate complaint severity and repeat-incident data into restaurant discovery rankings and partner scorecards.
- Expand verification requirements, kitchen audits, training, and corrective-action workflows for flagged restaurant partners.
- Offer proactive customer remediation such as expedited refunds, medical-support guidance for severe cases, and follow-up status updates.
- Use aggregated food-safety data in regulatory engagement and public trust communications.