A common approach to receiving a quick and simple supper is through food delivery apps. It’s incredible how easy it is to conceive of your favorite dish, order it online using a food ordering app, and then simply wait for it to be deliver to your door.
In recent years, there has been significant growth in the online food delivery market. This massive expansion has been foster, notably during the Covid-19 outbreak, by the consumer’s choice to change from eating out to online delivery.
Statista estimates that in 2019, the market for international online meal delivery was worth 107.44 billion USD. Furthermore, it is project to increase at a CAGR of 11.51% to reach 154.34 billion USD by 2023.
However, owing to such massive growth, the On-Demand Food Delivery Industry still lacks in ramping up the complaint redressal system. Hence to overcome the such deficiency in the On-Demand Food Delivery Marketplace the consumer affairs ministry in India has recently implemented a number of steps to safeguard consumer interests.
With regard to the imposition of service fees, it has been engag in a protracted conflict with the restaurant business. Early in June, the ministry requested eateries to stop charging a service fee “by default,” claiming that this practice has legal validity. In its instructions from back in 2017, the government had already stat that a customer’s admittance into a restaurant cannot be interpret as permission to pay a service charge.
Though, the majority of eateries still collect this fee. The Department of Consumer Affairs has not yet made a decision regarding the new framework, according to a statement from the National Restaurant Association of India, which claims that the service charge is legal.
What Sheild does the government provide to outlaw such practice?
The government is reportedly considering outlawing the practice by amending the Consumer Protection Act of 2019 at this time.
After receiving hundreds of consumer complaints, the government has now started a new front in its fight against the food services sector, even if it appears that there is no end in sight to the service fee controversy.
The government invited operators of online food businesses to submit a proposal to enhance their methods for resolving consumer complaints. The proposal, which must be filed within 15 days. Will also include the activities that need to be taken to increase bill transparency.
Reasons Govt is asking Food Delivery Apps to Ramp up the Complaint Redressal System
Over 3,500 complaints were made to its consumer helpline by two food business owners in the past 12 months. Because of these complaints. The department of consumer affairs has now requested that businesses like Swiggy and Zomato “transparently display consumers the breakup of all expenses involved in the purchase amount, such as delivery charges, packaging charges, taxes, surge pricing, etc.” And also asked the food delivery company to sharpen up the redressal system as soon as possible.
The highest number of complaints submitted to Swiggy (803) concerning service deficiencies. For product delivery delays, 628 complaints were made. 456 complaints concern faulty goods that were deliver. Over the delivery of incorrect goods, 401 customers called the helpline.
Regard the non-refund of the paid money, 391 complaints were made. Finally, but certainly not least, at least 100 people express their displeasure after receiving non-vegetarian cuisine instead of the vegetarian food they had request.
The other repute On-Demand Food Delivery App Zomato customer service line was also inundat with complaints. While there were 707 complaints about poor service, 499 of the complaints were about the delivery of harmed goods. There were 307 complaints about the paid money not being reimburs. And 298 individuals called the helpdesk after receiving the incorrect merchandise.
Furthermore, to Improve Your Food Delivery Service the Competition Commission ask the food delivery company to ramp up the complaint redressal system and opened an investigation against Zomato and Swiggy for dishonest business practices while dealing with restaurant partners.
The CCI action came after the restaurant organization NRAI requested it to look into. The On-Demand Food Delivery service for violating platform neutrality by giving priority to exclusive contractors. The investigation’s final report is expect to be deliver in 60 days.
As anticipated, the food delivery sector will continue to expand over the next ten years. To increase the market’s capacity and its ability to serve a larger portion of the market. Several new services and technological advancements are anticipat to be introduc. On-Demand Food Delivery Industry are attempting to make the best use of the potential of online food delivery. Which appears to have a promising future.
Therefore, as food delivery app development operators expand, it is in their best interests to increase operational transparency, which will also reduce conflict with the government. In the meanwhile, the government’s most recent actions will in fact address consumer concerns. The ultimate goal of the government is to have well-managed services, trouble-free delivery, and maximum client comfort.