Deepinder Goyal, the chief executive of food delivery giant Zomato, has publicly addressed widespread criticism regarding delivery partners frequently violating traffic rules, especially in the context of quick commerce services. Goyal shifted the focus from company policies to societal behaviour, arguing that the rush is a reflection of broader Indian impatience on roads.
Goyal's Social Media Defense of Delivery Partners
The 42-year-old entrepreneur took to X (formerly Twitter) to respond to pointed questions from users about why delivery executives are often seen rushing and breaking traffic regulations. In his post, Goyal firmly defended the delivery personnel associated with his platform. He stated that if Zomato's delivery partners were the sole violators, he would personally accept the blame.
Goyal elaborated that a significant portion of Indian society is perpetually in a hurry and disregards traffic rules. "What's their '10 minute' incentive to do that? Nothing," he wrote, suggesting that the impatience is a cultural trait, not one manufactured by delivery apps. He further explained that the visibility of uniformed delivery partners creates a perception bias, making their violations more memorable than those committed by regular citizens.
Context of Gig Worker Strikes and Incentive Hikes
Goyal's remarks came amidst heightened scrutiny of gig worker conditions. His statement was posted just a day after a nationwide strike by delivery workers linked to platforms like Zomato, Swiggy, and Amazon. On New Year's Eve, these gig workers protested against issues including low pay, inadequate social security, and poor working conditions.
Coinciding with the strike and the peak demand period, Zomato had increased incentives for delivery partners. However, the company was quick to clarify that this hike was part of a standard operational protocol for festive seasons and was not a reaction to the strike. A spokesperson for Eternal, Zomato's parent company, emphasized that such periods naturally offer higher earning opportunities due to increased order volumes.
Record Deliveries and Clarification on Incentives
On January 1, Deepinder Goyal provided further context via an Instagram statement. He highlighted that despite the strike, operations saw record numbers. Over 4.5 lakh delivery partners across Zomato and Blinkit successfully delivered more than 75 lakh orders to over 63 lakh customers on New Year's Eve, setting an all-time high.
Goyal reiterated that this achievement was made without any special incentives beyond the usual increased rates offered every New Year's Eve. He credited local law enforcement for managing a small number of disruptors, allowing the vast majority of partners to work. This series of statements from the Zomato CEO underscores the ongoing tension between the rapid growth of quick-commerce, public perception, and the welfare of the gig workforce that powers it.
