on Monday said it is strengthening customer support reinforcing its commitment to safety. The company said it has rolled out a dedicated 24×7 helpline for customers to report any food safety related concerns. In addition, it has also introduced a dedicated ‘Food Safety’ channel within its in-app help section.
This comes at a time when the Food Safety and Standards Authority of India (FSSAI) has been intensifying its crackdown on various food business operators, including food aggregators and quick commerce platforms.
The company said that Swiggy’s Food Safety Assurance Team will review the issues raised through the app and the helpline number on priority and take the necessary action
Dedicated helpline
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,” it added.