Are Swiggy and Zepto failing blind users? Delhi high court to hear accessibility case

Can blind or visually impaired users independently order groceries or meals using India’s biggest delivery apps?

That’s the question now before the Delhi high court, after a public interest petition accused Swiggy and Zepto of failing to make their digital platforms accessible to persons with disabilities (PwDs). Filed by the New Delhi-based NGO Mission Accessibility, the case could have wide-reaching implications for digital inclusion in India’s booming app economy.

In an order issued Wednesday, the court sought responses from Swiggy, Zepto, and the Ministry of Electronics and Information Technology (MeitY). The next hearing is scheduled for 28 May.

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The petition, reviewed by Mint, alleges that the companies’ apps are unusable by people with blindness or impaired vision, in violation of the Rights of Persons with Disabilities (RPwD) Act, 2016. It also cites broader constitutional violations, including the denial of equality, dignity, and freedom of expression.

“The petition seeks directions from this Hon’ble Court mandating the Respondents to ensure full compliance with digital accessibility standards,” it states. Requested features include screen reader compatibility, alternatives for inaccessible elements, and voice-guided camera assistance for tasks such as processing returns.

The NGO says it first flagged these issues with the companies’ customer support teams but received no meaningful response—evidence, it argues, of disregard for accessibility requirements and a breach of both legal and ethical duties.

In response to Mint’s email query , a Swiggy spokesperson said the company is committed to making its app accessible for all users, including those who are visually impaired.

"Swiggy is committed to making its app accessible for all users, including those who are visually impaired. The app supports multiple businesses such as Food, Instamart, and Dineout. While the Food section remains accessible, we acknowledge that recent issues have affected accessibility on Instamart. We are actively working on resolving these issues and will be releasing updates by mid-May to enhance accessibility features across all sections of the app,” the spokesperson said.

Swiggy also highlighted several features it has implemented to improve accessibility, including simplified navigation within the food menu, the addition of steppers for easier cart access, and the introduction of voice search to help users find restaurants more easily.

"We continue to prioritize accessibility enhancements and are committed to making the Swiggy app more inclusive for everyone," the spokesperson added.

Email queries to Zepto remained unanswered.

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The case follows broader enforcement efforts: In February, the Chief Commissioner for Persons with Disabilities (CCPD) fined 155 entities—including the Ministry of External Affairs, Tata Digital, Reliance, National Depository Ltd, Pluxee India, and Yatra Online Ltd—for failing to meet digital accessibility standards.