The government on Monday asked online food business operators like Swiggy and Zomato to submit a proposal within 15 days on improving their consumer grievance redressal mechanism amid rising complaints from customers.
The Department of Consumer Affairs directed e-commerce FBOs "to transparently show consumers the breakup of all charges included in the order amount such as delivery charges, packaging charges, taxes, surge pricing etc." According to an official statement, "The Department of Consumer Affairs has directed major e-commerce Food Business Operators (FBOs) to furnish the current framework as well as a proposal on improving the consumer grievance redressal mechanism within 15 days." The direction was given during a meeting chaired by consumer affairs secretary Rohit Kumar Singh with major e-commerce food business operators to discuss pertinent issues which affect consumers in this sector.
The meeting was attended by online food business operators, including Swiggy and Zomato as well as the National Restaurant Association of India (NRAI).
