FSSAI: If you order groceries or food items online, this news might surprise you. The Food Safety and Standards Authority of India (FSSAI) has issued not just one or two, but nine notices to Swiggy Instamart. These notices were issued following persistent customer complaints regarding the delivery of expired, rotten, and spoiled products. Based on these allegations, the FSSAI has demanded a response from the company—supported by documentation—along with a report on regulatory compliance. A warning of legal action has also been issued in the event of a failure to respond on time. Let’s take a closer look at the matter…
What complaints prompted the FSSAI to issue 9 notices?
According to the FSSAI notices, serious allegations have been leveled against Swiggy Instamart. Complaints state that customers received rotten eggs, spoiled milk, and protein powder or snacks that had passed their expiry dates. The issues cited include the sale of expired goods, improper storage and handling, licensing irregularities, and a failure to adequately resolve consumer grievances.
Complaints regarding expiry and poor quality were also received for these products:
The FSSAI received complaints that products such as Healthify 100% Whey Protein (1 kg) and Noice Homestyle Madras Mixture with Peanuts were supplied to customers even after their expiry dates had passed.
Additionally, complaints were raised regarding the delivery of Akshayakalpa Organic Eggs that were expired, rotten, and foul-smelling.
‘Kakke da Paratha’ reached customers in a spoiled and foul-smelling condition, rendering it unfit for consumption.
Infant formula was also delivered in a spoiled condition; according to a complaint, the same defective product was sent back to the customer even after they had returned it.
Furthermore, the FSSAI received complaints regarding the delivery of contaminated eggs, milk, and damaged or torn packaged food items. Food regulator FSSAI states that these complaints point towards potential violations of the rules under the Food Safety and Standards Act, 2006.
What is the issue regarding ‘NOICE Eggs’?
In its notice, FSSAI stated that ‘NOICE Eggs’ were being sold under a brand name that was not part of the product categories approved in the company’s existing FSSAI license. FSSAI has directed that the product should not be sold until it falls within the scope of a valid license. The company has also been asked to amend its license if necessary.
FSSAI’s action regarding licenses and poor service
The notice addresses not only the issue of substandard food but also raises questions about the company’s operational practices. FSSAI noted instances where FSSAI license numbers used were incorrect, invalid, or non-existent. Many products bore incorrect or invalid license numbers. Additionally, it is alleged that some food businesses were operating under names different from those used for their registration.
Allegations regarding the lack of proper resolution for customer complaints
FSSAI stated in the notice that many consumers claimed they did not receive a satisfactory response despite lodging and escalating complaints. Customers reported that when they complained about substandard products, the company neither offered a solution nor apologized. In many cases, attempts were made to close the matter simply by issuing a refund, without taking any action on serious food safety issues.
What response has FSSAI sought from Swiggy Instamart?
FSSAI has directed the company to provide a detailed response, supported by documentation, addressing all the allegations. Furthermore, the company has been asked to provide comprehensive information regarding quality control, food safety monitoring, inventory management, stock rotation, hygiene, storage, handling, and internal control systems.
Did FSSAI issue a warning to Swiggy Instamart? The food regulator has asked Swiggy Instamart to provide an explanation. The company is required to substantiate its response with evidence regarding why the incident occurred. Additionally, the company has been asked to submit comprehensive details concerning its quality control, food safety monitoring, inventory management, stock rotation, hygiene, storage, handling, and internal control systems.
The FSSAI has sought a detailed report from the company on the following aspects:
How are quality control and food safety checks conducted?
How are inventory and stock managed?
What are the protocols for hygiene and handling at the stores?
What measures is the company taking to prevent such errors in the future?
The FSSAI has made it clear that if a satisfactory response is not received within the stipulated timeframe, strict legal action will be initiated against the company under the ‘Food Safety and Standards Act, 2006’.
