Food delivery order wrong, missing or unsafe? How to complain
Updated 2026-10 · General information, not legal advice.
Most food delivery problems are settled in the app within hours if you report them quickly with proof. For unsafe food or no response, there are further steps.
When to use this
- Wrong or missing items in your order
- Food was spoiled or unsafe
- Your refund request was rejected without reason
Step by step
- 1
Take photos at once
Photograph the food, the packaging and the bill before throwing anything away.
- 2
Report in the app
Use the order's help section and ask for a refund, citing the proof.
- 3
Write to the grievance officer
If the app does not help, email the platform's grievance officer and call 1915 or use the National Consumer Helpline.
- 4
Report unsafe food
For food that made you ill or looks adulterated, keep the packaging and report to the food safety authority; seek medical care first if needed.
Key facts
- Report within a few hours for the best chance of a refund
- Keep medical bills if you fell ill
- Time limit at the Consumer Commission is 2 years
Get your free action plan
Tell us what happened. We show your options, draft the letters and track every deadline.
Common questions
Who is responsible, the app or the restaurant?
Both can be answerable. Complain to the app first and mention the restaurant.
Can I claim for illness from bad food?
You can claim compensation with medical proof at the Consumer Commission.