Consumer Commission Issues NBWs Against Swiggy CEO, Top Officials

Kurnool: In a significant ruling, the District Consumer Disputes Redressal Commission in Kurnool has issued non-bailable warrants (NBWs) against top Swiggy officials — managing director and Group CEO Sriharsha Majety, assistant vice president Akanksha Jain, and Grievance officer of Bundl Technologies, all based in Bengaluru.

Commission president Karanam Kishore Kumar explained that the NBWs have been issued after the company failed to comply with the consumer court’s earlier directives. The matter pertains to negligence in online food delivery, which caused mental distress to a customer in Kurnool.

As per the complaint, a resident of Mahalakshmi Nagar in B-Camp, Kurnool, ordered a veg biryani worth ₹320 on March 22, 2025, through the Swiggy app from Hotel New Apsara on R.S. Road. The order had been placed for his wife, a strict vegetarian and religious.

While consuming the food, the complainant’s wife became severely distressed after finding chicken pieces in the purported vegetable biryani.

The complainant immediately raised the issue through Swiggy’s chatbot and email, submitting photographic evidence. However, there had been no response for nearly 10 days, following which the complainant approached the District Consumer Disputes Redressal Commission.

After examining the case, the commission observed that supplying non-vegetarian food in place of vegetarian food is not merely a deficiency in service but a grave lapse that hurts religious sentiments of consumers. The commission stated that food delivery platforms cannot claim to be mere intermediaries. They must take responsibility for service quality.

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

As the company failed to comply with the orders, the commission issued non-bailable warrants on Thursday against the top Swiggy officials.

“The company failed to honour the commission’s directions, leaving us with no option but to proceed with stricter action,” the commission stated, emphasising that respect for consumers’ religious beliefs is of paramount importance.