Zomato presents the policy of ‘severe food quality’ triggering worries between restaurants

Mumbai: Restaurant listings and food delivery platforms Zomato say may “disable temporarily” booking online from restaurants if a consumer raises problems about food quality in e-mail advisor on Wednesday which triggered the initial attention between restaurant partners. The Gurugram-based company said, “Every complaint raised by the final customer regarding the quality of food or drink, which has the potential to cause serious damage to the health or customer welfare, will be classified as’ complaints of severe food quality.”

ET has reviewed the contents of the email, which said the policy will take effect from April 18. After complaints received from customers, Zomato will conduct an investigation to ensure its authenticity, he said

“Depending on the nature of the complaint, you may be temporarily disabled from online bookings with Zomato to third parties (Food Safety and Approved Indian Authority (FSSAI)) Inspections from where you are completed. All of the inspection fees will be borne by the restaurant,” Advisor said .

List of complaints that can be followed up range from serving pre-package food goods that have expired to undergo the wrong type of meat, the existence of foreign objects is dangerous in food such as animal / animal parts or sharp objects and cannot be eaten. It also includes serving non-vegetarian food instead of vegetarians and other health hazards such as fungi or rotten food.

Confirming that he has told restaurants from “Severe Effective Food Quality Policy April 18,” Representative for Zomato said that with “more restaurants and food entities that join online ordering, we feel very important to formalize the framework that will Protect our restaurant and customer customer interests. “

Advisers trigger pushback by the Indian National Restaurants Association (NRAY), which represents more than 500,000 restaurants. NRA was compiling a letter to Zomato to make changes to his policy, senior official said.

NRA’s executive accused the policy, the first, was introduced without consulting with restaurants and allowed Zomato to mobilize undue influence on the platform listed on the platform.

Zomato exceeded his role and not an official entity to investigate restaurants, they said.

“Cleanliness is certified by government institutions such as FSSAI and Zomato cannot assume that role,” said Kabir Suri, President NrAi, who is also one of the founders and Azure Hospitality Director, who operates Mamagoto, another grandmother.

Furthermore, there is a lack of “rotten food” definitions, NRA members show, which leaves Onus with Zomato to ensure the authenticity of complaints based on photos.

Indicates that the proposed framework will be played, in case of severe contamination, expiration products or vegetables and non-vegetables mixed, among others, Zomato’s spokesman said that “this problem if not addressed can hurt customer trust and hence the reputation of the restaurant lakh.”

“With this (policy) we have opened easy access to cleanliness and security standards as required by FSSAI, enabling a fast repair system with third-party vendor expertise. This will help ensure a safe and healthy experience for customers and will also provide a clear path For our restaurant partners to overcome all gaps in their process with the help of a credible third party vendor, “the person added.