Sep 07: Swiggy, India’s pioneering on-demand convenience platform today reinforced its commitment to food safety with the roll-out of two dedicated features for enhanced customer support. Swiggy has launched a dedicated 24×7 helpline for customers to report any food safety related concerns. Customers can call at 7948231850 and report concerns. In addition to this, Swiggy also introduced a dedicated ‘Food Safety’ channel within its in-app Help section, giving customers a clear and accessible way to report concerns associated with their orders.
With the dedicated section in the app, customers can share their concerns via a short message and upload relevant pictures. Customers will get a ticket number to follow up on the status of their complaint. Customers calling on the dedicated helpline to report a food safety concern will also get a link on their registered mobile number where they can share additional information and pictures around the issue. In both cases, Swiggy Food Safety Assurance Team will review the issues raised on priority and take the necessary action.
Sharing his view on the initiative, 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.”
The dedicated helpline and channel on the app will serve as an intelligence tool for Swiggy, helping it identify repeated concerns, detect patterns, engage restaurant partners and strengthen preventive measures across the platform.
Swiggy continues to work with the restaurant partners to encourage the use of high-quality ingredients and ensure that the same is accurately reflected in the menu descriptions. The company also periodically educates its partners on hygiene practices and food safety standards.