Zomato is under scrutiny after a Delhi woman’s harrowing experience with the company’s emergency helpline highlighted serious gaps in support for its delivery riders. Anjali, who witnessed a Zomato rider named Lalan being struck by two cars in Chanakyapuri, shared her frustration over the company’s lack of response to her repeated calls for help.
According to Anjali, Lalan, who was riding an e-scooter, sustained severe injuries to his arm in the accident. Despite efforts by pedestrians and fellow Zomato agents to assist him, the company’s emergency helpline failed to respond to Anjali’s calls, leaving her no choice but to contact the Police Control Room. The police eventually arrived, but not before Lalan began receiving complaints from customers about delayed orders.
Anjali recounted that even after she texted and called the customers to explain the situation, Zomato’s service center began calling Lalan to demand an explanation for the delay. This response, she argued, exemplified the company’s disregard for its riders.
Zomato’s emergency helpline eventually contacted Lalan, but by then, the police had already taken him to the hospital. Anjali criticized the company for its poor treatment of its riders and called on CEO Deepinder Goyal to address these issues by recognizing gig workers as employees with proper rights and benefits.
In response, Zomato acknowledged the shortcomings in its support system and provided an update on Lalan’s condition. The company’s official X handle, Zomato Care, confirmed that Lalan did not suffer major injuries and is currently recovering with medical advice to rest.
“Hi Anjali, we appreciate your efforts to ensure the safety of our delivery partner. We’re relieved to hear that Lalan is safe and receiving care,” Zomato stated. “We recognize that our SOS process needs improvement and are committed to reducing response times. Changes will be implemented within 24 hours to enhance our support for delivery partners.”
Zomato assured that all delivery partners are covered under its health insurance policy, which includes hospitalization and daycare coverage up to ₹1 lakh. The company promised to address the issues highlighted and improve its emergency response procedures.
