Swiggy launches dedicated food safety helpline, in-app channel for customers to report order-related concerns

Swiggy has launched a dedicated helpline and a new ‘Food Safety’ channel in its in-app Help section, allowing customers to report food safety concerns linked to their orders.

Customers can call 7948231850 to report an issue. They can also use the new in-app channel to submit a short description and upload relevant pictures. Swiggy will provide a ticket number that customers can use to track their complaint.

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Customers who report a food safety concern through the helpline will also receive a link on their registered mobile number. They can use the link to provide additional details and upload pictures related to the complaint.

Swiggy’s Food Safety Assurance Team will review complaints on priority and take necessary action, the company said.

The move comes amid increased attention to food safety, including a reported state-wide crackdown by the Food and Drug Administration in Maharashtra and inspections by the Food Safety and Standards Authority of India (FSSAI) at five-star hotels in Delhi.

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Sidharth Bhakoo, Chief Business Officer, Swiggy Food Marketplace, said, "While we continue to work closely with our restaurant partners on food safety, we are also further strengthening the ways in which customers can raise any concerns they may have. Customer feedback has always been an important part of how we work, and these additional touch points will further help us in identifying and addressing any gaps, wherever they may arise".

Swiggy said the helpline and in-app channel will also help it identify recurring complaints and patterns. The company plans to use these inputs to engage with restaurant partners and strengthen preventive measures across its platform.