The National Restaurant Association of India (NRAI) has chosen to speak with Zomato this month after a flurry of restaurant complaints regarding the food tech giant’s recently implemented long-distance service charge.
According to various media reports, the restaurant industry association had preliminary talks with Deepinder Goyal, the CEO of Zomato parent company Eternal, about the matter and intends to meet with him this month to try to find a solution.
Zomato announced in May of this year that, regardless of order value, it would charge restaurants a service fee of INR 15 for deliveries within 4 to 6 km and INR 25 to INR 35 for deliveries over 6 km.
Restaurants are furious about this action. Zomato asserts that it sets a 30% commission cap on restaurant orders, but eateries complain that this cap has been violated as a result of the new long-distance price.
Why Restaurants are Unhappy with Zomato’s Long Distance Fee Move?
Zomato stated in an email that long-distance calls would cost between INR 25 and INR 35. The fee now stands at 35% for a customer who already pays 25% on a purchase of INR 250 plus an extra INR 25.
Then, Zomato claims that it will be limited to 30%. Thus, the structure is extremely complex and perplexing. According to the proprietor of a quick service restaurant (QSR), Zomato appears to be breaking the 30% commission cap by charging a long-distance fee.
According to NRAI, Zomato, not restaurant owners, chose to expand the delivery radius in order to expand the platform. Therefore, it is now their responsibility to find the answer. If they so choose, they are free to charge the person who is ordering food for this.
In addition to the long-distance charge, Zomato has angered restaurants by attempting to alter the conditions of its contracts with them. Zomato has been contacting eateries to sign a new contract under its parent company Eternal since May.
Restaurants, however, claimed that Zomato had covertly added a new provision to the contract that would allow it to sanction the former for failing to maintain pricing parity among food tech platforms. The majority of restaurants are not signing the new contract, according to a Zomato-listed restaurant partner quoted in the media.
NRAI Already Taken Legal Action Against Zomato and Swiggy
Since 2021, the NRAI has been fighting the two foodtech titans in court over their claimed anti-competitive behaviour. Additionally, the restaurant body has been at odds with Swiggy and Eternal regarding the meal options offered by their respective rapid commerce verticals, SNACC and Bistro.
Restaurants have therefore been searching for strong substitutes for the two platforms for a considerable amount of time. Although ONDC looked promising at first, its credibility as a viable alternative has been damaged by leadership turnover and a drop in retail food orders.
The NRAI has now partnered with Rapido to distribute food in a fresh attempt. Eternal’s decision to increase meal delivery fees comes as the company seeks to boost its top line despite the industry’s decline.
While Eternal’s rapid commerce vertical Blinkit grew 122% YoY to INR 1,709 Cr during the quarter, Zomato’s sales grew just 17.5% YoY to INR 2,409 Cr in Q4 FY25.
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