Swiggy launches helpline and in-app channel for food safety complaints

MUMBAI: Food safety concerns are getting a new complaint counter on Swiggy. The food delivery platform has launched a dedicated helpline and a new ‘Food Safety’ channel within its in-app Help section, allowing customers to report food safety issues linked to their orders.

Customers can call 7948231850 to raise a complaint. They can also use the new in-app channel to submit a brief description of the issue and upload relevant photographs.

Once a complaint is submitted, Swiggy will provide a ticket number that customers can use to track its status.

Customers who use the helpline will also receive a link on their registered mobile number. The link allows them to provide additional information and upload photographs or other relevant details about the complaint.

Swiggy said its Food Safety Assurance Team will review food safety complaints on priority and take necessary action based on the concerns raised.

The company said the new reporting channels are also intended to help it identify recurring complaints and spot patterns across orders and restaurant partners.

The additional data will be used to engage with restaurant partners and strengthen preventive measures across the platform, Swiggy said.

The initiative comes as food safety continues to attract greater regulatory and public attention across India.

In Maharashtra, the state Food and Drug Administration has reportedly stepped up inspections as part of a wider crackdown. The Food Safety and Standards Authority of India has also carried out inspections at five-star hotels in Delhi.

Swiggy Food Marketplace chief business officer Sidharth Bhakoo, said the company was strengthening the ways customers could flag concerns while continuing to work with restaurant partners on food safety.

“Customer feedback has always been an important part of how we work,” Bhakoo said, adding that the additional touch points would help Swiggy identify and address gaps wherever they arise.

For Swiggy, the move puts customer complaints closer to the heart of its food safety system. Beyond resolving individual cases, the company is looking to turn those complaints into signals that can help prevent similar issues from recurring across its network of restaurant partners.