Swiggy Strengthens Food Safety Push as It Sharpens Focus on Its Core Food Business

Swiggy has strengthened its food safety operations with the launch of a dedicated 24x7 customer helpline and a new ‘Food Safety’ channel within its in-app Help section. The move comes as the company continues to focus on its food marketplace and quick-commerce businesses while streamlining other operations.

Customers can report food safety concerns through the dedicated helpline at 7948231850 or use the new in-app channel to submit a short description and upload relevant pictures. Each complaint will receive a ticket number for tracking, while customers using the helpline will receive a link on their registered mobile number to provide additional information and images.

Swiggy’s Food Safety Assurance Team will review complaints raised through both channels and take necessary action. The company also plans to use complaint data to identify recurring issues, detect patterns and engage restaurant partners where required.

Sidharth Bhakoo, Chief Business Officer, Swiggy Food Marketplace, said, “While we continue to work closely with our restaurant partners on food safety, we are also further strengthening the ways in which customers can raise any concerns they may have. Customer feedback has always been an important part of how we work, and these additional touch points will further help us in identifying and addressing any gaps, wherever they may arise."

The new reporting system gives Swiggy another source of operational data from its food marketplace. Recurring complaints can potentially help the platform identify restaurant-level issues and inform preventive measures, alongside its existing work with restaurant partners on hygiene practices, ingredient quality and accurate menu information.

The initiative also comes against the backdrop of Swiggy sharpening its business focus. The company is selling its B2B distribution business, Lynk, to Udaan’s parent company, Trustroot Internet, in a transaction valued at ₹500 crore. Instead of receiving the entire amount in cash, Swiggy will receive shares giving it around 2.8% ownership in Udaan and will invest another ₹75 crore, taking its eventual stake to approximately 3.2%.

Lynk generated around ₹668 crore in revenue in FY26, accounting for 2.9% of Swiggy’s consolidated revenue. The transaction therefore reduces Swiggy’s direct exposure to B2B distribution while allowing it to retain a minority interest in Udaan.

The shift places greater importance on the performance and operational strength of its core marketplace. Food safety complaints can provide additional visibility into restaurant operations, while the new channels give customers a direct mechanism to flag problems.

Swiggy continues to work with restaurant partners on hygiene practices and food safety standards. With the new helpline and in-app channel, customer complaints can now also become a structured source of information for monitoring food safety issues across its restaurant network.