The framework aims to enhance the social, financial, physical, mental and professional well-being of Zomato’s delivery personnel. Credit: JasonArora/Shutterstock.

Zomato has announced the launch of a comprehensive framework for delivery partners, aimed at enhancing their social, physical, financial, mental and professional well-being.  

The framework, developed through a year-long process of detailed discussion with delivery partners across India, includes inputs from worker rights research organisations and experts such as Jan Pahal.  

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It is designed to be relevant, exhaustive and practical for platforms based on the country’s gig workers.

Five key areas of well-being are supported by nine elements: payouts and earnings, grievance redressal, order delivery experience, attire and assets, financial inclusion and social security, health and safety, diversity and respect, growth and retention, and acquisition of knowledge. 

Each element of the framework is broken down into sub-elements for a more detailed evaluation of the delivery partners’ well-being. For instance, the payouts and earnings element features timeliness of payouts, access to tips, and support for delivery expenses through third-party collaborations. 

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The framework’s development involved extensive research, including 300 in-depth interviews, 20 focus group discussions and a survey of 10,000 delivery partners.  

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A review led by Social Compact tailored the framework to the Indian delivery partner experience, while a consultative workshop with industry bodies and labour rights groups refined the approach. 

Zomato has recently launched a group ordering feature within its app, simplifying the process of placing food orders for multiple people. The feature allows users to collectively add items to a single cart through a shared link, making group orders more convenient.