27 May 2018: BigBasket replies to customer's post on delivery boys' inhumane treatment
The concern on working conditions rose after a Facebook user Saurabh Trivedi shared three pictures of a delivery man who carried a heavy bag on his back.
Trivedi's post, dated May 25, was shared over 27,000 times and many agreed with him.
The viral post: "Delivery boy couldn't stand due to weight of order"
Highlighting the sorry state of delivery agents, Trivedi wrote, "He came via bike carrying this huge bag, the temperature outside was around 43 degrees and the guy was literally bending forward due to heavy weight of the order he was carrying on his back."
Trivedi said the man was paid according to the orders he delivered.
He further called for strict action against BigBasket.
What happened: Soon, many chorused Trivedi's concern for delivery boys
On the viral post, many people commented and expressed their concerns.
One user Ajay Kanoujiya wrote, "Strong action should be taken against these company under labor law."
Another user Visrut Mishra commented: "Agreed. Employer need to be more proactive towards the welfare of their direct/ indirect workforce."
Some others assumed the delivery boy will be sacked after the post.
The company's stand: BigBasket issues statement after row
After the brouhaha, BigBasket explained on Facebook the steps they take to ensure delivery boys aren't unduly burdened.
KB Nagaraju, Chief Customer Experience Officer, in a statement revealed the company used crates instead of smaller bags which is why the final bag become voluminous.
He wrote none of the delivery agents carried more than 15 kgs weight at any given time.
Fact: We are taking action against violators, says BigBasket
"However, there have been some rare exceptions wherein misplaced sense of commitment to on-time delivery, order allocator has assigned a load of more than 15 kilograms. We have been taking stringent actions against individuals violating process," the statement read.
Details: BigBasket has a trust for blue-collar staff members
After drawing criticism for inhumane treatment given to delivery boys, BigBasket revealed it is actually doing a lot.
The company has a trust for all its blue-collar employees, including delivery boys, added the statement.
Through this trust, the staff's family members are educated, they are given free life-insurance, etc. You can read the full statement here.