Zomato faced controversy when a delivery executive, Kamaraj, was accused of punching a customer, Hitesha Chandranee, and breaking her nose. Hitesha said Kamaraj became angry over a delayed order and punched her. Kamaraj denied this, saying her injury was accidental as she hit herself with a ring during a struggle. Zomato stated it would support both parties legally and financially until the case was resolved, while temporarily suspending Kamaraj from deliveries for investigation. The company handled the sensitive situation carefully without taking sides to avoid further issues.

1. Is this company
ethical ?

2. Delivery Boy Controversy
By-
Aditaya Saw (118008)
Ayush Kumar (118028)
Chatenya Garg (118036)
Gyanendra Tiwari (118050)

3. Issue
- Few months ago, a Bengaluru woman raised a complaint that Zomato
delivery executive Kamaraj had punched her on her face and left her nose with
multiple fractures.
- She was identified as Hitesha Chandranee, a Bengaluru based content creator
model and a makeup artist the incident happened on Tuesday 9th March 2021
and the matter came into to the light on next day Wednesday when the women
share the video on social media detailing the sequence of event .
Video Link : https://www.youtube.com/watch?v=5X035_5zfbw

4. Hitesha side’s story
- Hitesha had narrated in the video that she placed an
order at 3.30 pm on March 9, which was supposed to be
delivered by 4.30 pm, but since she did not receive her
order on time, she got in touch with Zomato’s customer
support, and asked them to either waive off the charges
for the order or cancel the order. When Kamaraj came to
her door, she asked him to wait as she was speaking to a
customer care representative, which is when she says he
started abusing her. Hitesha then alleged that the
executive entered her home, and she picked up her
slipper in self-defence, but he punched her.

5. - Also talking about her argument with Kamaraj, she told India Today TV
that initially after getting punched, she didn't feel the impact of the
damage it had caused her. She said “I was not in the position to
understand what happened. After he hit me, I did not know my nose was
bleeding. I was on a call with my friend at that time and I just said the guy
hit me. When I came inside and looked at the mirror, my shirt, hands had
blood on them. This shocked me. I took some time to come out of the
shock.”
Video Link : https://www.youtube.com/watch?v=5X035_5zfbw

6. Kamaraj side’s story
- In the interview to the “The News minute” he said anybody who sees a face
will understand that this wouldn't be created by a punch and I don't wear any
rings.
- After I reached her Apartment door I handed her the food and I was expecting
her to pay me (as she had opted for cash on delivery mode of payment). I also
apologized since the delivery was delayed due to traffic and bad roads. But she
was very rude from the outside. She asked me ‘why are you late?’ I replied
apologetically as there were roadblocks due to ongoing Civic work and there
were traffic jams as well. But she kept on insisting that the order has to be
delivered within the 45 to 50 minutes. I am a working on this jobs for more than
two years and this is the first time that I have to go through this kind of an ordeal.

7. - Also claimed that she called her slave after that he
will receive the message from the order has been
cancelled but he refused to return the food
- At this point I was walking towards the lift she
started using electives in Hindi t-shirt only through
sleeper site me and started hitting for my safety when
she was hitting me I tried to use my hand to Shield
her elbow when she was trying to push my hands
away she accidentally hit herself with her Finger rings
on the note which led to the bleeding anybody who
sees her face will be understand that his been not be
created by a point and I don't wear any ring.
Video Link for interview -
https://www.youtube.com/watch?v=vRUJnYkhD9Q

8. Company Response
- On 12th March 2012 the company co-founder
& CEO Deepinder Goyal released an official
statement on twitter regarding the company's
take on this incident.
- In the statement he mentioned that the
company is going to compensate with both the
parties until the case is pending. Zomato is going
to be here for all the medical expenses of the
Hitesha and provide all the legal support to their
delivery executive Kamara.

9. - He also added that while the proceedings are on, Kamaraj has
been "temporarily suspended from active deliveries" on Zomato,
but the company is "covering his earnings in the interim while
there is an active investigation. Goyal further said Kamaraj, who
has been delivering for Zomato since the past 26 months, has
made about 5,000 deliveries with Zomato, and has a rating of
4.75/5- among the highest on the platform.
Link for tweet -
https://twitter.com/deepigoyal/status/1370240723937820673

10. Outcomes & Learning
1. Unbiased attitude towards both the parties.
2. Quick understanding that he can’t judge who is right or wrong
and certainly can not follow the social media trend.
3. Smart Handling Zomato delivery personals if handled improperly
could harm Zomato's business prospects.
4. Clear Data driven statements without any presenting any view
about both the parties involved in the case.