In a recent consumer rights case, Swiggy, one of India’s largest food delivery platforms, has been fined ₹35,000 by the Ranga Reddy District Consumer Disputes Redressal Commission in Telangana for inflating delivery distance charges and overcharging a customer. The ruling was delivered after Hyderabad resident Emmadi Suresh Babu filed a complaint against Swiggy, alleging deceptive practices that breached the promises of the Swiggy One membership program.
The Case of Inflated Delivery Distance
The complaint was sparked by an order that Babu placed through the Swiggy app on November 1, 2023. Although his Swiggy One membership provided free delivery within a certain distance, Babu discovered that the delivery distance was inflated from 9.7 km to 14 km, resulting in an additional ₹103 delivery fee. Babu submitted evidence, including Google Maps screenshots, demonstrating the actual distance. The court, after reviewing the evidence, concluded that Swiggy had artificially increased the delivery distance and proceeded ex parte, as Swiggy did not attend the hearings.
Key Ruling Points and Consumer Impact
The Ranga Reddy Commission directed Swiggy to refund the amount Babu paid for his food order along with 9% interest, as well as the inflated delivery fee of ₹103. Swiggy was also instructed to pay ₹5,000 to cover mental distress and inconvenience, along with an additional ₹5,000 to cover Babu’s legal expenses. Additionally, Swiggy is required to deposit ₹25,000 as punitive damages into the Consumer Welfare Fund for Ranga Reddy District.
The ruling not only serves as a win for the individual complainant but also as a significant precedent for consumer rights. Swiggy was ordered to cease artificially inflating delivery distances, particularly for Swiggy One members. This requirement aims to protect members from deceptive practices that undermine the value of their subscriptions.
Swiggy’s Obligation and Next Steps
Swiggy, which has 45 days to comply with the court’s directives, will need to assess its policies to avoid further violations and potential legal repercussions. As online food delivery services become more popular, this case highlights the growing importance of transparent pricing and ethical practices in digital services.
As consumer awareness grows, platforms like Swiggy are likely to face increasing scrutiny, emphasizing the need for accurate billing practices and a genuine commitment to user-friendly policies. This case reaffirms that customers are entitled to fair treatment and can successfully challenge unfair practices, signaling the importance of strong consumer rights enforcement in India’s rapidly evolving digital economy.
