Bengaluru, Mar 6 (Reporter) Karnataka Minister Priyank Kharge has warned that quick commerce and e-commerce platforms, including Swiggy and Zomato, must enhance their customer service and delivery experience or face potential government regulation. Kharge criticised the growing reliance on automated customer service systems, stating that chatbots and smart prompts often fail to resolve genuine consumer grievances, leaving users trapped in an endless cycle of uncertainty. "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," he said on Thursday. His remarks come amid growing concerns over the operations of food delivery platforms, with allegations that they manipulate algorithms to favour certain restaurants, potentially limiting consumer choices. The National Restaurant Association of India (NRAI) has accused Swiggy and Zomato of engaging in private labeling and directing orders to specific outlets, raising competition-related concerns. The Competition Commission of India (CCI) is reportedly investigating claims that some platforms are squeezing restaurants with high commissions and restrictive policies. Meanwhile, Swiggy and Zomato are also facing financial pressures due to slowing growth in their food delivery businesses and rising operational costs. Their push for 10-minute deliveries has sparked criticism over potential risks to consumer choice and restaurant partners. Kharge’s warning signals the possibility of regulatory intervention if these platforms do not address growing dissatisfaction among consumers and businesses...////...