Karnataka IT minister: Govt may step in if quick, e-commerce platforms fail on service, delivery

Karnataka IT-BT minister Priyank Kharge

Quick commerce and e-commerce platforms must improve customer service and delivery, or governments may have to regulate them for better functionality, said Karnataka IT-BT minister Priyank Kharge.

"While chatbots and smart prompts can handle some issues, they fall short when it comes to resolving genuine customer or citizen grievances, often trapping them in an endless cycle of uncertainty" Kharge wrote on X.

While chatbots and smart prompts can handle some issues, they fall short when it comes to resolving genuine customer or citizen grievances, often trapping them in an endless cycle of uncertainty.@Swiggy, @zomato and other quick commerce and e-commerce platforms must improve
Priyank Kharge / (@PriyankKharge) March 2, 2025

"@Swiggy, @zomato and other quick commerce and e-commerce platforms must improve their customer service and delivery experience, otherwise, Governments may have to step in with regulations to ensure better service and functionality for the citizens,” said Kharge.

It may be recalled that The Karnataka Platform-Based Gig Workers (Social Security and Welfare) Bill was placed before the state cabinet on December 6 but was deferred. As a result, it is yet to be tabled in the legislature due to opposition from aggregators and other stakeholders. The bill proposes imposing a fee of 1–2 percent on every transaction conducted on aggregator platforms such as Zomato, Swiggy, Flipkart, Amazon, Ola, Uber, Urban Company (UC), and several others. The amount collected from these platforms will be transferred directly to a welfare board, which will utilise the funds to introduce social security measures for gig workers engaged in delivery services.

Also, read: Karnataka plans 1-2% transaction fee on aggregator platforms like Zomato, Swiggy for gig worker welfare fund