At Zomato, the well-being of the delivery partners is the cornerstone of our commitment to create a sustainable, responsible and inclusive business.

Over the years, Zomato has successfully launched multiple initiatives to enhance the well-being of delivery partners including the ‘Shelter Project’, emergency ambulance systems, real-time weather notifications, a facility to file income taxes and facilitation of EV renting services, maternity benefits, amongst others.

Today, we are launching a comprehensive delivery partner well-being framework – covering their social, financial, physical, mental and professional well-being.

We’ve developed this framework through a year-long process of detailed discussions and interactions with thousands of delivery partners across the country. We have also received inputs from worker rights research organizations and experts including Social Compact and members of Jan Pahal. We believe it is not only relevant to our context, but also exhaustive and practical for other gig worker- based platforms in India.

The framework encompasses five key areas of well-being: financial, social, physical, mental and professional. These areas are supported by nine elements, including payouts and earnings, order delivery experience, grievance redressal, health and safety, financial inclusion and security, assets (t-shirts, bags, etc.), diversity and respect, knowledge acquisition, and growth and retention.

Each element is further divided into multiple sub-elements for more detailed assessment for the well-being of the delivery partners. For example, the “payouts and earnings” element includes sub-elements such as timeliness of payout, seamless access to tips, and support for other delivery expenses like charging and fuel costs through collaborations with third party(ies).

We believe that this framework can be adopted by gig work-based platforms to evaluate their delivery partner well-being initiatives through a holistic yardstick. We hope that more platforms use this and as an industry we are collectively able to elevate the standards of well-being for delivery partners in India.

To view the framework with all the elements and sub-elements please click here.