Online Food Delivery Platforms like Swiggy & Zomato

YES, online food delivery platforms like Zomato, Swiggy, Uber Eats, etc., fall under the

ambit of the Consumer Protection Act, 2019

Know these:

1. "E-Commerce Entity” under section 2 (16) of Consumer Protection Act

2019 brings under its ambit, online food delivery platforms as an

ecommerce entity.

2. Online food delivery platforms (Aggregators) facilitate transactions

between consumers and restaurants, making them e-commerce entities

under the Act.

3. Who is liable for defective Products & Services: Both online food

aggregators and the restaurant selling through the aggregator.

4. Online food aggregators are liable for deﬁciency of service, unfair trade

practices, and deceptive advertisements under Consumer Protection Act

2019.

5. Product liability u/s 2(34) : If a wrong item, spoiled food, or unhygienic

product is delivered, the consumer can ﬁle a complaint against both the

restaurant and the food delivery platform if their role in the issue is evident.

Online food delivery platforms can be held liable for product liability under

section 2(34)

6. Liability Under the Rules for E-Commerce (2020)

Under Consumer Protection (E-Commerce) Rules, 2020, food delivery

platforms must:

o Ensure transparency in pricing and policies.

o Not engage in unfair trade practices.

o Provide a proper grievance redressal mechanism.

Steps to Claim Damages:

1. First, Contact Customer Support

• Try resolving the issue through the e-commerce platform’s help center.

2. File a Complaint in the Appropriate Consumer Commission

File a formal complaint in the relevant Consumer Disputes Redressal

Commission (CDRC) based on the claim amount:

For better chances of successful claims, keep the following with you

1. Online order conﬁrmation received (through App / Mobile / Email).

2. All SMS / WhatsApp / Email tracking details of order.

3. Online payment summary

4. Bills and invoices received.

5. Photos and videos of damaged delivery / damage in transit etc.

6. Documentary / Audio / Visual evidence (if any) without violating privacy issues.

7. Complaint number and screenshots as proof.

When Can You File a Complaint

1. Delayed delivery

2. Wrong order

3. Unhygienic or expired food

4. Non-refund of payment

5. Misleading advertisements