Food standards authority issues 9 notices to Swiggy Instamart over consumer complaints

The Food Safety and Standards Authority of India (FSSAI) on Saturday said it has issued nine notices to quick commerce platform, Swiggy Instamart after receiving multiple consumer complaints alleging violations of provisions of the Food Safety and Standards Act, 2006. It said that consumers complaints have alleged the supply of expired, spoiled, rotten, contaminated and unsafe food products The notices have also raised concerns about seller onboarding, compliance verification, traceability, food quality monitoring, consumer grievance redressal, supervision of food business activities and the adequacy of food safety complaint systems.

FSSAI has asked Swiggy Instmart to give detailed explanation and compliance report failing which appropriate legal action will be initiated. When contacted, a spokesperson for Instamart said, “ We are reviewing the flagged listings by FSSAI and are in touch with the authorities to resolve the same.”.

Outlining the violations in a social media post FSSAI said, NOICE eggs were reportedly marketed under a brand name not covered under the product categories approved in the existing FSSAI license. “The food business operator was directed not to market the product unless it was covered under the valid licence and to apply for licence modification, if required,” it added.

It also noted that according to a consumer complaint “Healthify 100 per cent Whey Protein 1 Kg” and “Noice Homestyle Madras Minute with Peanuts” were allegedly supplied after their expiry date. In another instance, a product named Akshayakalpa Organic Eggs were reportedly found to be expired, rotten and emitting a foul odour with signs of contamination, rendering it unfit for consumption. Similarly, a product named “Kakke da Parantha” was reportedly found spoiled and emitting a foul odour. FSSAI said the company did not take any corrective action in these instances despite escalation.

“An infant food formulation was reportedly found in a highly deteriorated and unsafe condition, showing signs of contamination and improper storage and handling. The same product was allegedly re-supplied to the consumer after the defective product had been returned,” the FSSAI’s post stated.

The Authority said complaints have also been recieved for alleged delivery of contaminated eggs and milk along with damaged packaged food items through Instamart. The notices have also raised concerns regarding incorrect, invalid or non-existent FSSAI license Number, and food business entities being listed under names different from those reflected in their FSSAI registration.

“Some complaints alleged that no satisfactory response, grievance redressal or corrective action was taken despite the complaints being escalated, while one complaint stated that only a refund was offered, without addressing the reported food safety concerns,” FSSAI said.

“The notices have also raised concerns about seller onboarding, compliance verification, traceability, food quality monitoring, consumer grievance redressal, supervision of food business activities and the adequacy of food safety complaint systems,” it added.

The FSSAI has now directed the quick commerce platform to submit a detailed explanation addressing the alleged instances of non-compliance and the circumstances leading to the reported incidents. It has also directed Swiggy Instamart to submit details of practices adopted for quality assurance, food safety monitoring, inventory management, stock rotation, hygiene, storage and handling and internal controls adopted to ensure food safety compliance.

FSSAI has also asked the company to provide details of “corrective and preventive actions, root cause analysis, consumer grievance redressal and measures implemented to prevent recurrence of similar incidents.”

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