Consumer Commission Issues NBWs Against Swiggy CEO, Top Officials

Kurnool: In a landmark decision, the District Consumer Disputes Redressal Commission in Kurnool issued non-bailable arrest warrants (NBWs) against senior Swiggy officials – managing director and Group CEO Sriharsha Majety, vice-chairman Akanksha Jain and Complaints officer of Bundl Technologies, all based in Bengaluru.

Commission chairman Karanam Kishore Kumar clarified that the NBWs were issued after the company failed to comply with the earlier directives of the consumer court. The matter relates to negligence in online food delivery which caused mental distress to a customer in Kurnool.

According to the complaint, a resident of Mahalakshmi Nagar in Kurnool B-Camp ordered a vegetable biryani worth ₹320 from Hotel New Apsara on RS Road on March 22, 2025, through the Swiggy app. The order was given for his wife, who was a strict vegetarian and religious.

While eating the food, the complainant’s wife was seriously upset when she found pieces of chicken in the biryani, which was claimed to be a vegetable biryani.

The complainant immediately raised the issue through Swiggy’s chatbot and email, submitting photographic evidence. However, when no response was received for about 10 days, the complainant applied to the Regional Consumer Disputes Resolution Commission.

After reviewing the case, the Commission observed that the provision of non-vegetarian food instead of vegetarian food was not only a lack of service but also a serious misconception that hurt the religious sentiments of consumers. The Commission stated that food delivery platforms cannot claim to be merely intermediaries. They must take responsibility for service quality.

The commission ruled in favor of the complainant and directed the service providers to pay ₹50,000 as compensation, ₹5,000 towards legal expenses and issue a written apology within 45 days.

The commission issued non-bailable arrest warrants against senior Swiggy officials on Thursday as the company failed to comply with orders.

The commission emphasized that respect for consumers’ religious beliefs is of great importance and said, “The company did not comply with the commission’s instructions, which left us with no choice but to take stricter measures.”