Zomato Held Liable After Customer Hospitalized Due to Contaminated Food

Zomato is back in the spotlight—this time for all the wrong reasons. A Chennai-based consumer who suffered a severe allergic reaction after eating a meal ordered through the Zomato app has successfully won compensation from the restaurant and the food delivery platform.

The incident took place in July 2024 when Jagaprabu Narayansamy, a resident of Madipakkam, Chennai, ordered a special non-vegetarian meal from Arjun Mummy Daddy Andhra Mess in Velachery through Zomato. Attracted by the restaurant’s high ratings on the platform, he paid ₹238.05 for the meal after a discount.

Zomato and Local Restaurant Face Legal Heat Over Meal That Triggered Emergency

owever, what was supposed to be a simple lunch quickly turned into a medical emergency. Shortly after consuming the food, Jagaprabu experienced breathing difficulties, dizziness, and severe tightness in his chest and head. He was rushed to a nearby private hospital where he was diagnosed with an anaphylactic reaction—a potentially fatal allergic response that can affect the entire body within minutes.

He remained hospitalized for two days, incurring a total medical bill of ₹18,129. The aftermath didn’t end there. His work life was also severely disrupted as he had to reschedule important meetings due to his health condition.

Not one to let the issue slide, Jagaprabu filed a complaint with the Tamil Nadu Food Safety Department. Following an inspection, the department discovered that the restaurant was operating under unhygienic conditions. Authorities seized non-food grade plastic packaging and slapped a ₹2,000 fine on the establishment.

Still unsatisfied with the lack of accountability, Jagaprabu escalated the matter to the Chennai North District Consumer Disputes Redressal Commission. He argued that Zomato had failed in its duty to ensure food quality and consumer safety. According to his complaint, Zomato had promoted a restaurant that did not comply with hygiene norms set by the Greater Chennai Corporation.

He also pointed out that Zomato’s endorsement of such eateries through user ratings and in-app promotion contributed to his decision to place the order. “Zomato is supposed to ensure the standard of restaurants before listing and promoting them,” he told the commission.

Medical Emergency, Consumer Complaint and Zomato’s Accountability

After reviewing all the evidence, the consumer commission—comprising President D. Gopinath and members V. Ramamurthy and Kavitha Kannan—ruled in favor of the complainant. They found both Zomato and the restaurant jointly and severally responsible for deficiency in service and product liability under the Consumer Protection Act.

The commission ordered Zomato and Arjun Mummy Daddy Andhra Mess to pay ₹25,000 as compensation for the customer’s physical suffering, medical expenses, and mental agony. An additional ₹5,000 was awarded to cover the litigation costs, totaling ₹30,000 in penalties. The compensation must be paid within two months from the date of the order.

This incident has stirred significant concern among consumers, many of whom rely on food delivery apps for their daily meals. It also raises important questions about accountability in the fast-growing food delivery ecosystem. While Zomato and similar platforms have revolutionized how we eat, this case reminds us that trust and safety must remain a priority.

Small issues in food quality can have big consequences. For Jagaprabu, a single meal led to a hospital stay, lost productivity, and legal action. For Zomato and the restaurant, it resulted in reputational damage and financial penalties. Whether this leads to stronger checks by food delivery platforms remains to be seen.

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Conclusion:

Zomato and its partner restaurant now face both financial and reputational consequences, following a serious lapse in food quality. As more consumers demand safety and transparency, this case sets an important precedent in India’s food-tech landscape