Maharashtra to Launch Helpline for Complaints Against Food Delivery Apps

The Maharashtra government is set to introduce toll-free helpline numbers to help consumers register complaints against online food delivery platforms like Swiggy, Zomato, and Zepto. This move comes amid rising concerns about food safety and hygiene standards maintained by e-commerce food operators.

The announcement was made by Narhari Zirwal, Maharashtra’s Minister for Food and Drug Administration (FDA), during a session in the Maharashtra Legislative Council on July 1.

Multiple Inspections Uncover Violations Across State

According to Minister Zirwal, the FDA has conducted widespread inspections of e-commerce food companies across Maharashtra. A total of 43 establishments and warehouses operated by platforms such as Swiggy, Zomato, and Zepto were inspected.

The inspections revealed that several locations were storing expired food items and maintaining poor hygiene standards, raising serious concerns about public health and safety.

Action Taken: Notices, Shutdowns, and Suspensions

Following the inspections, the Maharashtra FDA has taken strict action against non-compliant operators.

• Notices were issued to 34 establishments

• Five warehouses were ordered to shut down

• One licence was suspended

These actions are part of the government’s broader effort to ensure that food sold through delivery platforms meets safety standards.

Zepto Warehouse in Dharavi Raided

A significant case that triggered widespread scrutiny occurred on May 31, when the Maharashtra FDA raided a Zepto dark store in Dharavi, Mumbai. Officials found unhygienic storage conditions and multiple expired food products at the site.

As a result, the FDA suspended the store's licence. However, the licence was later reinstated after Zepto submitted a compliance report and the FDA conducted a satisfactory follow-up inspection.

Ongoing Statewide Crackdown

Since the initial raid, the FDA has intensified inspections at various other food e-commerce warehouses across the state. These surprise checks are aimed at preventing the sale of expired or unsafe food products and ensuring proper hygiene practices are followed by online food platforms.

Minister Zirwal highlighted that these operations are being carried out with increased frequency to protect consumer health and enforce accountability.

State Licensing Powers and Compliance Oversight

Zirwal clarified a key regulatory point during his address—while food delivery platforms such as Swiggy, Zomato, and Zepto operate under central licenses, the state government issues licences for their local warehouses.

This gives the Maharashtra FDA the authority to inspect, suspend, or revoke the licences of non-compliant storage facilities under its jurisdiction. The minister emphasized that the state would continue to use this authority to uphold food safety norms.

Consumer Protection Takes Center Stage

The upcoming toll-free helpline will serve as a direct channel for consumers to report issues such as expired food, contaminated items, hygiene lapses, or non-compliant packaging.

This initiative is part of the state’s effort to improve transparency, responsiveness, and accountability in the growing online food delivery ecosystem.

Conclusion: Maharashtra Ramps Up Food Safety Oversight

The Maharashtra government's actions underscore a growing concern around food safety in the digital delivery age. With platforms like Zepto, Swiggy, and Zomato playing a major role in urban food consumption, the state’s proactive steps—through inspections, penalties, and a consumer helpline—aim to create a safer and more reliable food delivery environment.

Consumers are encouraged to stay vigilant and use the helpline (once live) to report any violations, helping create a more accountable food tech ecosystem.