Department of Consumer Affairs has directed major e-commerce food business operators (FBOs) like Swiggy and Zomato to furnish their current framework and proposed framework on improving the consumer grievance redressal mechanism within 15 days i.e 28th June, 2022. Consumers and National Restaurant Association of India (NRAI) have raised several concerns pertaining to lack of transparency with the operations and costs charged.
E-commerce FBOs have been further directed to be transparent on the breakup of all charges included in the order amount such as delivery charges, packaging charges, taxes, surge pricing etc. Platforms must also show individual consumer reviews transparently to the restaurants as opposed to an aggregation of reviews. It was emphasized 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 to share the same.
Source: Department of Consumer Affairs
