Maharashtra to launch new toll-free helpline for complaints against food delivery and Quick Commerce apps

The Maharashtra government is set to introduce new toll-free numbers for consumers to directly report complaints against online food delivery platforms like Swiggy, Zomato, and Zepto.

This move comes after the Food and Drug Administration (FDA) Minister, Narhari Zirwal, announced the plan in the Maharashtra Legislative Council on July 1, 2025.

Why the helpline is being launched

The decision follows a series of inspections carried out by the Maharashtra FDA across 43 warehouses and dark stores operated by major food e-commerce companies. These inspections uncovered several issues:

• Storage of expired food items

• Unhygienic conditions

• Violations in food safety and packaging standards

As a result:

• Notices were issued to 34 establishments

• Five warehouses were ordered to close

• One license was suspended

One notable case involved a Zepto dark store in Dharavi, Mumbai, where inspectors found poor storage conditions and expired products, leading to a temporary suspension of its license.

How the helpline will help consumers

The new toll-free numbers will allow people to easily file complaints about:

• Expired or spoiled food

• Contaminated or substandard items

• Poor hygiene at storage facilities

• Wrong or misleading packaging

• Incorrect orders

Minister Zirwal explained that the existing complaint helpline had not worked well, which is why a new, better-managed service with upgraded technology and more staff is being launched.

Stronger checks and future plans

This helpline is part of Maharashtra’s larger plan to make food delivery safer and more transparent. Other planned steps include:

• Setting up 27 new food testing laboratories

• Hiring more FDA staff

• More frequent inspections of warehouses and dark stores

• Ensuring food delivery platforms follow strict safety rules

While food delivery apps hold central licenses, local warehouses and storage facilities need state licenses, giving the Maharashtra FDA the power to act when safety rules are broken.

A step towards safer online food

With the rapid growth of online food delivery, the Maharashtra government aims to protect consumers by making it easier to report problems and by ensuring stricter enforcement of food safety standards.

This proactive step highlights the state’s commitment to better food safety and improved accountability in the e-commerce food sector.