What began as a routine food pickup turned into a traumatic ordeal for a Zomato delivery executive in Hyderabad after staff members at a Pizza Hut outlet allegedly assaulted him over a low customer rating.
The incident occurred on Sunday and was captured on the restaurant’s CCTV cameras. The footage, now part of a police investigation, shows the delivery worker being confronted and physically attacked inside the outlet, according to a complaint filed with the police.
Argument escalates into violence
According to the delivery executive, he had arrived at the outlet to collect an order when staff members confronted him about a recent poor rating received by the restaurant on a food delivery app. Despite his attempts to explain that ratings are submitted by customers and are beyond a delivery worker’s control, the staff allegedly blamed him for damaging the outlet’s online reputation.
The argument reportedly escalated quickly. The complainant told police that he was mocked, verbally abused, and then assaulted. Several employees allegedly hit him and dragged him to the floor as he tried to defend himself. Witnesses confirmed that the entire episode was recorded on CCTV.
Police action and investigation
Following the complaint, police registered a case against the Pizza Hut staff involved on charges of assault and criminal intimidation. Officials said they are reviewing CCTV footage and questioning those seen in the video to establish individual responsibility.
A police officer said further action would be taken based on the findings of the investigation.
Renewed focus on gig worker safety
The incident has sparked widespread concern over the safety and treatment of gig workers, who often face pressure and blame for factors beyond their control, including customer feedback and platform algorithms.
Labour rights activists say the case highlights the urgent need for stronger protections, grievance mechanisms, and awareness among establishments about the role and limitations of delivery partners in app-based services.