Maharashtra to Launch Helpline for Complaints Against Zomato, Swiggy, Zepto on Food Quality and Safety

Maharashtra’s Food and Drug Administration (FDA) Minister Narhari Zirwal announced a new initiative aimed at improving food safety and hygiene standards. 

Helpline for Complaints Against Food Aggregators like Zomato, Swiggy

Following an alarming increase in food safety complaints, the Maharashtra government plans to implement a consumer-centric helpline. This portal will address cases involving unhygienic storage, poor-quality meals, and harmful contaminants in pre-packed or home-cooked food ordered via digital platforms. 

The state will establish a dedicated helpline that allows citizens to report issues related to online food delivery platforms such as Zepto, Swiggy, and Zomato.

One of the triggering incidents was an FDA raid on a Zepto dark store in Mumbai that uncovered substandard consumables. Consequently, 42 storage units were inspected, 32 samples collected, and 5 outlets shut for violating norms. The helpline aims to streamline the complaint process for swifter action and improved food safety practices.

Current Toll-Free Number Deemed Ineffective

Minister Zirwal admitted that the existing toll-free line used for food-related queries failed to adequately support public grievances. The upcoming revamp will feature better staffing and upgraded tech support, ensuring that consumers receive timely assistance and updates on their complaints. This development stems from repeated failures in previous complaint redressal mechanisms, prompting the need for a systemic overhaul.

Government Ramps Up Testing Infrastructure

To back up stricter enforcement, 27 new food testing laboratories will be set up across Maharashtra. A significant recruitment drive is also on the agenda to bolster FDA manpower, ensuring regular audits. In fact, every food distribution and storage unit will now be inspected once every 6 months to avoid repeat violations and reinforce preventive measures.

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Energy Drink Tribunal and Licensing Confusion

The Legislative Council session also covered public health concerns beyond food delivery. Member Satyajit Tambe raised alarms about the widespread consumption of energy drinks like Sting among school children, urging regulatory scrutiny. 

Additionally, licensing jurisdiction sparked debate, with calls for finer coordination between the state and central agencies. While the FDA regulates warehouse operations, the central government authorises trade licences, creating overlaps that need attention.

Conclusion

Maharashtra’s upcoming helpline focused on food delivery complaints seeks to restore consumer trust in a rapidly evolving food ecosystem. With more thorough inspections, expanded testing infrastructure, and better grievance redressal, the state is poised to set higher food safety standards. 

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