The government on Monday asked online food business operators (FBOs) such as Swiggy and Zomato to transparently disclose the breakdown of all charges included in the order amount, such as delivery charges, packaging, surges and taxes; and allowing customers the choice to share their contact information with restaurants if approved.
Operators were also asked to submit a proposal within 15 days to improve their redress mechanism in case of customer complaints.
The guidelines were given during a meeting chaired by Consumer Affairs Secretary Rohit Kumar Singh on Monday with major e-commerce food operators to discuss issues affecting customers.
The meeting was called amid growing customer complaints about unfair online FBO business practices.
An official statement said that during the meeting, the main issues raised by customers on the National Consumer Helpline were discussed, including the veracity of the amount of delivery and packaging costs and the reasonableness of these costs, the disparity between the price and the quantity of the food products indicated on the platform and actually offered by the restaurant, inconsistency in the delivery time, etc.
The statement also said that the National Restaurant Association of India, the country’s top restaurant body, said customer information was not shared by e-commerce FBOs with restaurants, impacting their ability to better meet customer needs.
The association of restaurateurs also specifies that the delivery costs are determined and collected by the latter.
E-commerce FBOs, on the other hand, have observed that food prices are decided by restaurants and that they have a complaints mechanism that can be improved, given the number and nature of complaints. customer complaints.