As part of Zomato’s April 18 policy to address “serious food quality complaints”, the Gurugram-based food aggregator will take up complaints after determining their veracity. Complaints include the presence of insects, sharp and inedible items, expired food, and restaurants serving non-vegetarian food in place of vegetarian orders.
If the complaint is genuine, the company will temporarily ban the restaurant from ordering online until a third-party inspection approved by the Food Safety and Standards Authority of India (FSSAI) is completed. The restaurant bears the inspection fee.

In the event of severe and repeated violations, restaurants will be banned from making online orders on the platform. In early April, the Competition Commission of India (CCI) ordered an investigation into food aggregators Swiggy and Zomato, which face allegations of delayed payment cycles, imposition of one-sided terms, and excessive commissions.

The order was issued following a complaint by the National Restaurant Association of India, which represents more than 50,000 restaurant operators across the country.