Zomato criticised for lack of support when delivery partners get hurt: ‘They’re the ones who make you money’

In a recent post that went viral, Zomato responded to criticism of its emergency support service.

In a series of posts, she criticized the company’s emergency helpline as ineffective and urged Zomato to recognize its passengers as employees who deserve official support. “Any Zomato passenger emergency helpline is a joke. It is

Anjali said she witnessed an accident in Delhi’s Chanakyapuri area where two cars collided with a Zomato passenger on an electric scooter, leaving him with a “serious injury” to his hand. As the cars sped off, some passersby and two other Zomato executives helped the passenger. She stopped to help the unconscious passenger and called the Zomato helpline on his phone, but “no one picked up.”

“The other two cyclists who had stopped tried to contact the helpline over the phone and surprise, no one answered,” Anjali wrote.

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Moreover, user X finally called the Police Control Center (PCR) and after 10 minutes someone picked up, promising to send officers to the scene of the accident.

During this time, however, the delivery driver began receiving customer complaints about the food he was supposed to deliver.

Anjali said she tried calling the customers from the passenger’s phone but got no response. She also sent them a text message explaining the situation, but it seems they had lodged complaints because soon after, Zomato’s call centre started calling the passenger and demanding an explanation for the delay.

She further noted that “Anyone who studies the gig economy (even if they don’t study it carefully) fully understands that passengers are invisible to top leaders. Don’t be fooled by their celebratory tweets and posts. They brag about giving CPR training to their passengers, but when their passengers get hurt in the middle of the road or face any kind of problem, there is absolutely no support mechanism.”

Anyone who studies the gig economy (even if they don’t study it carefully) understands that passengers are invisible to top leaders. Don’t be fooled by their celebratory tweets and posts. They brag about giving their passengers CPR training, but…8/n

— Anjali (@UsernameAnjali) August 7, 2024

Zomato replied, “Hi Anjali, We have addressed your concerns and are awaiting the details from your end. Kindly help us with the same via DM so that our team can look into it immediately.”

A user replied, “Delivery boys suffer a lot in these companies. These companies follow the revenue models of the West but do not follow the labor laws of the West. 10-minute delivery, fast delivery puts a lot of pressure on such couriers which leads to various accidents.”

At the time of writing, the post has collected 8.7k likes, 138 comments, and 2.2k reposts.