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Not every Swiggy problem has the same fix. A late delivery is Swiggy’s issue. Food poisoning might be the restaurant’s. A missing refund could be either, depending on what went wrong. Getting this right matters, because complaining to the wrong party wastes time you could spend actually fixing it.
Here’s how to tell who’s responsible, and what to do about each kind of problem.
Who’s actually responsible: Swiggy or the restaurant?
This is the question most people skip, and it’s the one that determines everything else.
Swiggy is responsible for:
- Delivery time and delivery partner conduct
- The order being marked delivered when it wasn’t
- App/payment errors — double charges, failed refunds for cancelled orders
- Wrong item mix-ups caused at the delivery stage
The restaurant is responsible for:
- Food quality, taste, and whether it matches the menu description
- Hygiene and food safety
- Whether the correct dish was actually prepared
Both share responsibility for:
- An order that arrives significantly late and cold/spoiled as a result
- Missing items (could be a packing error by the restaurant or a handling error in transit)
In practice, you complain to Swiggy first either way — they’re your point of contact and are required to have a grievance process, and for serious restaurant-side issues, Swiggy also has an interest in flagging problem restaurants on their own platform.
If your complaint is about delivery, payment, or the platform itself
- Raise it in the app immediately — Swiggy’s support flow logs a timestamp, which matters if you escalate later.
- Ask specifically for what you want — a refund, a partial refund, or credit. Vague complaints get vague responses.
- If support stalls, email Swiggy’s grievance officer (published on their app/website — every e-commerce platform is required to have one).
- Still nothing? A legal notice is usually faster than continuing to escalate through chat support. 👉 eDrafter drafts and sends an advocate-stamped one starting at ₹299 — it tends to get a response support tickets don’.
If your complaint is about the food itself
Quality complaints (wrong dish, not matching the menu, clearly spoiled) go through Swiggy’s refund process first — same as above. But if the issue is more serious — you got sick, found something genuinely unsafe in the food, or there’s a repeated hygiene problem at a specific restaurant — that’s a food safety issue, not just a refund dispute.
For food safety specifically:
- You can report it to the Food Safety and Standards Authority of India (FSSAI) through their portal, separately from any refund you seek from Swiggy.
- This isn’t a substitute for medical attention if you’re actually unwell — see a doctor first if needed.
- A food safety report and a consumer complaint aren’t mutually exclusive — you can do both.
If none of this resolves it — your formal options
Once you’ve tried Swiggy’s own process and it hasn’t worked, you have two ways to take it further.
File it yourself, for free, on e-Jagriti
e-Jagriti is the government’s official consumer complaint portal (it replaced e-Daakhil in January 2025). Register, submit your complaint with supporting documents, and pay a small statutory filing fee — no lawyer required.
Which commission handles it depends on your claim value: District Commission up to ₹50 lakh, State Commission up to ₹2 crore, National Commission above that [confirm current limits]. For a food-delivery dispute, you’ll almost always be filing at the District Commission.
Have it drafted and filed for you
👉 If you’d rather not handle the paperwork — or you want the complaint framed to claim compensation, not just a refund — eDrafter’s advocates can draft and file it. Tell us what happened, and we take it from there.
What to keep as proof, no matter which issue it is
- Screenshots of the order and the problem (wrong item, spoiled food, “delivered” status with nothing received)
- The chat transcript with Swiggy support
- Your payment receipt
- Photos of the food if quality or safety is the issue — this is the single most useful piece of evidence in a food complaint
- Any refund promise or denial in writing
👉 A well-documented complaint is also just easier to draft — if you do end up going the eDrafter route, having this ready from day one speeds things up considerably.
A quick note on compensation
Most Swiggy disputes are small enough that a refund is genuinely the right outcome, and chasing more than that isn’t worth the effort. But if a food safety issue caused real harm — an illness, a medical visit — a consumer complaint can seek compensation beyond the order value, not just your money back. That’s the scenario where professional drafting actually changes the outcome, because a self-filed complaint that only asks for a refund can only be awarded a refund.
Frequently Asked Questions (FAQs)
Do I complain to Swiggy or the restaurant if my food was bad?
Start with Swiggy — they have the formal grievance process and a direct interest in the restaurant’s standards on their platform. For food safety specifically (not just taste or quality), you can also report separately to FSSAI.
Can I get compensation if a Swiggy order made me sick?
Potentially, beyond just a refund — but this depends heavily on your specific evidence and circumstances. See a doctor first if you’re unwell, keep all records, and consider both an FSSAI report and a consumer complaint. This is a case where professional advice is worth getting.
Swiggy marked my order “delivered” but I never got it. What do I do?
Screenshot the delivered status immediately, along with your location and timeline if relevant, and raise it in-app right away — this is squarely Swiggy’s responsibility, not the restaurant’s, and time-stamped evidence matters most here.
Is there a free way to file a complaint against Swiggy?
Yes. You can file directly on e-Jagriti, the government’s official portal, for a small statutory fee — no lawyer needed. Professional drafting (like eDrafter’s service) is optional and mainly useful if you’re claiming more than a simple refund.
How is a food-quality complaint different from a delivery complaint, legally?
They’re not legally different processes, but they may involve different responsible parties (restaurant vs. Swiggy) and, for genuine safety issues, an additional route through FSSAI that a late-delivery complaint wouldn’t involve.
What if Swiggy’s grievance officer doesn’t respond either?
That’s when it’s worth escalating — either with a formal legal notice to apply pressure, or by filing a consumer complaint directly. Continuing to re-contact the same support channel rarely changes the outcome at that point.
Can I complain about a specific delivery partner’s behaviour?
Yes — that’s Swiggy’s responsibility as the platform, not the restaurant’s. Report it with specifics (time, order ID, what happened) through the app’s support flow.
Disclaimer: This page is general information about consumer complaints related to food delivery in India, not legal or medical advice. Procedures, fees, and jurisdiction limits are set by law and change from time to time — confirm the current position with the relevant Consumer Commission, FSSAI, or a qualified advocate before acting. If you’re experiencing a medical issue, seek appropriate care first. eDrafter.in is not a law firm and acts as an intermediary between users and registered professionals.
