A major operational change is underway as Zomato agree to share customer contact with restaurants after years of withholding customer phone numbers for privacy and safety reasons. The company will now provide masked or tokenized contact details that allow restaurants to reach customers for:
- Order clarification
- Address confirmation
- Special instructions
- Delivery‑related queries
This comes after continuous requests from restaurant partners who argued that lack of customer contact often led to miscommunication and failed orders.
Why Zomato Made This Decision
The move that Zomato agree to share customer contact with restaurants follows pressure from restaurant associations and delivery partners. Key reasons include:
- Reducing order cancellations due to unreachable customers
- Improving food preparation accuracy
- Enhancing customer experience during peak hours
- Addressing long‑standing concerns from restaurant owners
Zomato stated that the new system will protect customer identity while still providing essential communication channels.
How the Contact Sharing System Works
According to early information, Zomato will provide:
- Masked phone numbers instead of direct personal numbers
- One‑way calling systems to prevent misuse
- Time‑restricted access to contact details for each order
- Full audit logs to track every call made by a restaurant
The system ensures customer privacy is maintained while enabling smoother order operations.
Impact on Restaurants
The decision that Zomato agree to share customer contact with restaurants is expected to bring:
- Lower cancellation rates
- Better handling of custom requests
- Faster resolution of preparation issues
- Improved relationships with customers
Restaurant associations have welcomed the move, calling it a long‑overdue correction.
Impact on Customers
For customers, the experience will likely improve through:
- Fewer delivery delays
- More accurate food preparation
- Ability for restaurants to clarify orders in real time
However, Zomato has assured that customer privacy remains a priority and direct personal numbers will still be protected.
Background on Zomato
Zomato, founded in 2008, is one of India’s largest food‑delivery and dining platforms. It works with thousands of restaurants and millions of customers across India. Over the years, Zomato’s policies have evolved to balance customer privacy, operational efficiency and restaurant partner needs.
The update that Zomato agree to share customer contact with restaurants reflects ongoing adjustments to improve platform reliability.
What Happens Next
Zomato plans to:
- Roll out the contact‑sharing system in phases
- Train restaurants on responsible usage
- Monitor misuse and enforce strict penalties
- Collect feedback from users and partners
Future updates may expand features based on industry response.
Conclusion
The decision that Zomato agree to share customer contact with restaurants marks a significant shift in India’s food‑delivery ecosystem. By balancing privacy protection with operational needs, Zomato aims to reduce friction in the ordering process and strengthen restaurant partnerships.
