Food Safety and Standards Authority of India (FSSAI) on Saturday issued 9 notices to quick commerce platform Swiggy Instamart after several complaints from customers. FSSAI alleges that the company has violated many rules of the Food Safety and Standards Act, 2006.
The food regulator has directed Swiggy Instamart to submit a detailed reply on the entire matter and a compliance report within the stipulated time. If this is not done, legal action can be taken against the company.
FSSAI has asked the company to provide documents along with the reasons behind the cases in which violations of rules were found. Besides, the company will also have to provide complete information about its quality check system, food safety monitoring, inventory management, stock rotation, cleanliness, storage, handling of food items and internal control system.
Apart from this, FSSAI has also asked the company what corrective and preventive actions (CAPA) it took after these complaints, what was the root cause analysis of the problems, how the customer complaints were resolved and what arrangements have been made to ensure that such incidents do not happen again in future.
Why did Swiggy Instamart get the notice?
According to FSSAI, it has received many complaints against Swiggy Instamart. In these, allegations have been made of supplying expired, rotten, spoiled, contaminated and unsafe food products.
According to the report, NOICE Eggs were being sold under a brand name which was not approved in the company’s existing FSSAI license. FSSAI had earlier also instructed the company to stop the sale of this product and get the license amended if necessary.
Customers also complained that they were delivered contaminated eggs, spoiled milk and food products with damaged packaging.
Accused of sending expired protein powder and rotten eggs
FSSAI investigation revealed that Healthify 100% Whey Protein (1 kg) and Noice Homestyle Madras Mixture with Peanuts were supplied to customers even after their expiry date.
Akshayakalpa Organic Eggs were found expired. There were signs of rot, bad smell and contamination, due to which they were considered unfit for human consumption.
The report also said that Kakke da Paratha was found in bad condition and had a strong smell. Despite the complaint being filed, Swiggy Instamart did not take any corrective action.
Also accused of sending spoiled baby food again
According to FSSAI, an infant food was also found in very poor and unsafe condition. There were signs of contamination and serious deficiencies were also found in its storage and handling. It is alleged that after the customer returned the defective product, the company sent the same product again.
Questions on license and complaint handling
FSSAI also found that in some cases wrong, invalid or non-existent FSSAI license numbers were used. Some food business operators were found listed with names that did not match their official FSSAI registration.
According to the regulator, it was also revealed in many complaints that despite the complaint being taken forward, neither a satisfactory reply was given nor appropriate action was taken by the company. In one case the company only offered to refund the money but did not resolve the food safety issue.
FSSAI in its notice has also raised serious questions on the onboarding of sellers, checking of compliance with rules, traceability of products, food quality monitoring, customer complaint redressal and strength of food safety system.
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