FSSAI Received Over 21,000 Complaints Against Food Delivery Apps in Five Years: Government

Over 21,000 Complaints Filed Against Online Food Delivery Apps in Five Years: FSSAI

The Food Safety and Standards Authority of India (FSSAI) has received over 21,000 complaints against food delivery platforms over the past five fiscal years, the government informed Parliament. The number of grievances surged to 7,482 in 2024-25, marking a significant rise compared to previous years.

In a written response to the Rajya Sabha, Minister of State for Food and Consumer Affairs, BL Verma, stated that the FSSAI conducts regular inspections, monitoring, and random sampling of food products sold online. These checks apply to manufacturers, sellers, hotels, and restaurants operating through e-commerce platforms, as reported by NDTV Profit.

Between 2020-21 and 2024-25, a total of 21,042 complaints were recorded:

• 2024-25: 7,482 complaints

• 2023-24: 4,708 complaints

• 2022-23: 4,321 complaints

• 2021-22: 3,726 complaints

• 2020-21: 805 complaints

Rising Concerns Over Food Delivery Platforms

Apart from consumer complaints, food delivery and quick commerce platforms have faced increasing scrutiny from regulatory authorities. In March 2024, the All India Consumer Products Distributors Federation (AICPDF) filed a petition with the Competition Commission of India (CCI) against companies like Blinkit, Zepto, and Swiggy Instamart, alleging unfair pricing tactics and market monopolization.

Similarly, in January 2024, the National Restaurant Association of India (NRAI) raised concerns about 10-minute food delivery startups like Bistro and Snacc. The association claimed that these platforms disrupted the restaurant industry by engaging in private labeling and direct food sales.

Additionally, major quick commerce platforms have been criticized for failing to disclose crucial product information, such as expiry and "best before" dates for grocery items and daily essentials. The Central Consumer Protection Authority (CCPA) sent notices to 11 e-commerce and quick commerce companies, including Blinkit, Zepto, and Meesho, in October 2023 for violating metrology norms.

FSSAI Tightens Regulations for Online Food Platforms

In response to mounting concerns, the FSSAI introduced stricter norms for e-commerce and foodtech platforms in December 2023. The new guidelines mandate five key measures to enhance consumer safety and product integrity:

1. Training for Delivery Executives: Platforms must ensure last-mile delivery personnel receive training in food safety and hygiene.

2. FSSAI Licence Disclosure: No seller can be listed on these platforms without displaying a valid FSSAI licence or registration number.

3. Stricter Compliance Measures: E-commerce platforms must follow regulatory standards for packaged food products.

4. Monitoring of Expiry Date Disclosures: Companies must provide transparent information regarding food product expiration.

5. Regular Inspections and Raids: The FSSAI will continue conducting random checks to enforce compliance.

The move comes after an October 2023 raid at Zomato’s Hyperpure warehouse in Hyderabad, where 90 packets of button mushrooms were found labeled with a "future packing date."

With consumer complaints rising and regulatory authorities tightening oversight, food delivery and quick commerce platforms must now ensure greater transparency and compliance to maintain consumer trust.