Consumer Rights in Online Food Delivery Platforms: An Analysis of India’s Legal and Regulatory Framework

ABSTRACT
The rising popularity of delivery services like Zomato and Swiggy, has changed the way Indian consumers are eating, providing them convenience, variety and speed. But on the other side, this transition has created risks for consumers such as quality of food, delayed or missed deliveries, hidden or extra charges, data privacy issues, and grievance redressal. This paper critically analyses the rights of the consumers of the online food delivery platforms, the legal framework under the Consumer Protection Act, 2019, the Consumer Protection (E-commerce) Rules, 2020, FSSAI regulations and the Information Technology Act, 2000. The paper reviews the available literature and considers the case law, looking at the issues consumers are currently facing and how much liability the platforms, restaurants and delivery partners are taking on. The study shows that despite having so many legal frameworks, enforcement is lacking and consumers do not know that they have remedies available. The paper ends with recommendations for tougher laws and that providing that consumer awareness should be increased.