The rise of food delivery apps has greatly influenced not only eating habits but also how work is organized in urban India. Platforms like Zomato and Swiggy have significantly transformed this industry by turning it into a highly complex system that involves technology and human resources. Interestingly, such platforms have also created new job opportunities for thousands, including those who are differently abled. For individuals with hearing impairments, physical disabilities, and speech issues, they offer a level of independence and dignity.
Beyond design, policy-level initiatives have also shaped inclusion. On various occasions, food delivery services have provided additional support, whether during the onboarding process or through special support services for Persons With Disabilities (PWD). However, it remains unclear if these measures are sustainable in the long run. Recently, a deaf delivery partner from Mumbai raised concerns that Zomato had stopped providing extra earnings, which they had earlier been offered. Now, Zomato has responded to his complaint. Here’s what happened.
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Mumbai delivery partner raises concerns over the discontinuation of extra earnings for PWD delivery partners in Zomato
In a post on X, formerly known as Twitter, deaf delivery partner Vinod Makwana recently complained about Zomato discontinuing incentives for PWD delivery partners. He wrote that Zomato used to provide an incentive of Rs 80 or 25% per order to PWD delivery partners. According to Makwana, the incentive was stopped without any prior notice, affecting the earnings of delivery partners who relied on the additional support.
Makwana then called upon the company to reinstate the incentive, citing it as a much-needed step toward inclusion and support for delivery partners with disabilities. He further shared a picture of a poster saying ‘Hearing Impaired Driver’ on his delivery vehicle, showing how, at an earlier stage, the company recognized and accommodated workers with disabilities.
In his post, Vinod Makwana wrote,
Dear @zomato @deepigoyal, I’m a deaf delivery partner from Mumbai. Earlier, Zomato gave extra earnings (₹80 or 25%) for PWD partners. Now it’s stopped without notice. Please restore this support for your PWD delivery heroes. #Deaf #Inclusion #DisabilityRights #zamato.
Have a look at the original post:
Dear @zomato @deepigoyal,
I’m a deaf delivery partner from Mumbai. Earlier, Zomato gave extra earnings (₹80 or 25%) for PWD partners. Now it’s stopped without notice.Please restore this support for your PWD delivery heroes 🙏#Deaf #Inclusion #DisabilityRights #zamato pic.twitter.com/tQkaCl7ZO0
— Vinod Makwana (@VinodMakwa58361) December 24, 2025
Zomato releases its first statement in response to the complaint
Responding to the post, Zomato acknowledged the concern and said the matter is under review. In their reply, the company wrote,
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Hi Vinod, we understand your concern and our team is looking into this for you.
Hi Vinod, we understand your concern and our team is looking into this for you.
— Zomato Care (@zomatocare) December 24, 2025
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Zomato has not yet clarified whether they have officially stopped or temporarily paused the incentive, but their response suggests an internal escalation of the issue.
What are Zomato’s official policies for differently abled delivery partners?
Zomato also has special policies and initiatives in place for Persons with Disabilities (PwD) delivery partners. Some of the benefits include waiving the partnership fee during sign-up, special technology solutions (for example, the NeoFly wheelchair), reduced delivery areas, increased earnings per km, special training sessions for instructors, and support options. There are also initiatives to increase customer empathy towards PwD partners.
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In December 2022, Zomato started Project ZEAL (Zomato’s Equitable Action for Livelihood), aimed at understanding the possibilities of such a gig-based job as a livelihood option for Persons with Disabilities. As of 31st March 2024, thousands of persons with locomotor disability, primarily using wheelchairs, have been hired as delivery partners by Zomato.
Despite all this, the above-mentioned incident has once again highlighted the working conditions of the PWD delivery partners in the newly evolved urban economy. Any sudden change in the policies will have a direct effect on the livelihood of the people. At the moment, no detailed explanation has been given by Zomato regarding the withdrawal of the benefit and whether the benefit will be restored or not.
What do you think about this incident? Do share your thoughts with us in the comment section of this article.
