Press Report: Food Delivery Applications in Morocco… Comfort Turns into a Financial and Health Trap
According to a report published by the Ombudsman Institution, complaints regarding food delivery services increased by 22.14% compared to 2022, with 7,226 cases recorded in 2023. Complaints varied from delays in delivery, unjustified price hikes, to receiving cold or incomplete meals.
Bouazza Alkhraiti, president of the Moroccan Consumer Rights Association, confirmed that the sector is still relatively new. While the expansion of companies post-pandemic created job opportunities for youth, it is plagued by repeated violations concerning product quality and safety. The association received complaints about incomplete or cold meals and instances where the food appeared to be partially eaten. Additionally, price manipulation at the time of delivery, compared to what was shown in the apps, is a common issue. Alkhraiti highlighted that most infractions stem from distribution companies that operate independently from restaurants, offering a low price to attract customers only to charge a higher price upon delivery, which the association considers a scam. Consequently, the association advises consumers to avoid paying via banking apps and to stick to cash payments upon meal receipt, with the right to refuse the product if it does not meet the agreed specifications or price.
The sector also faces daily challenges on the ground, according to testimonies from workers. Sofiane, a young man working in fast food delivery in Kenitra, stated that his job begins with receiving an order through the app or phone, then ensuring all details are correct before departing to guarantee the meal arrives as the customer requested. He noted that some companies provide equipment to maintain food temperature and cleanliness and mandate drivers to wear helmets and reflective vests, but compliance varies, especially among individual workers or small restaurants. He mentioned that road congestion, potholes, and last-minute address changes pose ongoing challenges, sometimes forcing him to return the meal and lose the trip if the customer is not available or does not answer the phone.
Health risks remain one of the most significant challenges associated with digital food delivery services, particularly when meals are not stored properly during transport. Failure to adhere to recommended temperature ranges leads to bacterial growth and food contamination, increasing the risk of food poisoning for consumers. Additionally, poorly sealed packaging or prolonged exposure to heat or moisture can affect the quality, taste, and safety of the food. Health experts warn that such violations, even if seemingly minor, can escalate into serious health issues, particularly for children and the elderly, making regulation of transport methods and preservation techniques essential to ensure citizens’ safety.
Consumer experiences vary between positive and negative. Ahmed, an employee in Kenitra, described his experience with delivery apps as good, with orders arriving on time and the food hot and clean, along with prior communication from the driver before arrival. Conversely, Fatima, a university student, reported a less-than-ideal experience when her order was delayed for over half an hour on a rainy day, and the food arrived cold. She added that some drivers struggle to find addresses or ask customers to meet them on the main street for pickup, which she finds inconvenient.
Restaurant owners, however, view applications positively. Youssef, the owner of a small fast food restaurant in Kenitra, remarked that collaborating with delivery apps was a significant step in supporting his business, as these platforms opened up access to new customers in distant neighborhoods who had not previously known about his restaurant. He added that sales have increased since his restaurant was listed on the apps, and digital orders have become an essential part of daily income, allowing him to promote new offers without the need for extensive advertising campaigns.
Alkhraiti emphasizes that the sector requires a clear legal framework to ensure consumer safety, particularly from a health perspective. He explained the necessity of establishing legal text that enforces regular health inspections on distributors, similar to the licensing system for taxi drivers, while also providing health licenses for food transport containers in collaboration with the National Office of Food Safety and the Ministry of Industry and Trade.
With the sector’s rapid growth, protecting consumer rights hinges on enforcing the law and ensuring quality standards and accountability. The success of digital food delivery services is dependent on the cooperation of all parties involved, from consumers, to restaurants, companies, and regulatory agencies, to ensure that this service remains an economic and social opportunity without posing a threat to citizens’ health or budgets.
