Grievance redressal issues by online platforms under Karnataka govt scanner

Bengaluru: The Karnataka government is mulling options on resolving customer complaints in the absence of a proper redressal mechanism by food delivery platforms and other e-commerce and quick commerce companies, highly placed sources told DH.

However, these options are being discussed informally and don’t include any planned regulations as of now.

Karnataka’s IT/BT minister Priyank Kharge on late Sunday night warned food delivery platforms Swiggy and Zomato, e-commerce and other rapid delivery platforms to properly resolve customer issues that are past tech-based prompts. 

“While chatbots and smart prompts can handle some issues, they fall short when it comes to resolving genuine customer or citizen grievances, often trapping them in an endless cycle of uncertainty,” he said in a post on X.

He also hinted at government intervention through regulations for better service and functionality for the citizens.

There have been issues raised on how e-commerce and quick commerce platforms fail to close a complaint in time. Additionally, there have been complaints about rapid delivery companies not being able to deliver products in the given time, even after paying platform fees and other charges.

“While these companies are growing richer by saving money through tech-based solutions, customers end up suffering and there is no accountability from their end,” a source said.

Bengaluru-based Swiggy and Gurgaon-based Zomato are already subject to a probe by the Competition Commission of India, following complaints by the National Restaurant Association of India (NRAI) for alleged private labelling by using restaurants’ data for the benefit of their rapid delivery food apps.