Swiggy Instamart gets 9 FSSAI notices following customer complaints on contaminated food, milk

The Food Safety & Standards Authority of India (FSSAI) on Saturday issued nine notices to quick commerce platform Swiggy Instamart following multiple consumer complaints, as the food regulator alleged violations under the FSS Act 2006.

The regulatory body has directed Swiggy Instamart to submit a detailed explanation and compliance report failing which appropriate legal action will be initiated.

FSSAI has asked the food business operator to submit the details, supported by documentary evidence, addressing the alleged non-compliances and the circumstances leading to the reported incidents. It has ordered the platform to submit details of quality assurance, food safety monitoring, inventory management, stock rotation, hygiene, storage, handling practices and internal controls adopted to ensure food safety compliance.


It also urged Swiggy's quick commerce arm to furnish details of corrective and preventive actions (CAPA), root cause analysis, consumer grievance redressal, and measures implemented to prevent recurrence of similar incidents, and furnish the required explanation and compliance report within the stipulated period failing which appropriate action under the FSS Act, 2006 may be initiated by the body.

The company is reviewing the flagged listings by FSSAI and are in touch with the authorities to resolve the same, an Instamart spokesperson told ET.


Also read: FSSAI notices to Lotte India, Ferns N Petals, Kubera Foods for misleading claims

Why has FSSAI issued notice to Swiggy Instamart?

Under multiple complaints received by Swiggy Instamart include allegations of supplying expired, spoiled, rotten, contaminated and otherwise unsafe food products.

The food regulator stated that NOICE Eggs received from the quick delivery platform were reportedly marketed under a brand name not covered under the product categories approved in the existing FSSAI licence. The company was earlier directed not to market the product unless it was covered under the valid licence and to apply for licence modification, if required.

Consumer complaints also alleged delivery of contaminated eggs and milk, along with damaged packaged food items through Instamart.

The food regulator also alleged that 'Healthify 100% Whey Protein 1 kg' and 'Noice Homestyle Madras Mixture with Peanuts' were supplied after their expiry dates. The observations also included that 'Akshayakalpa Organic Egg' were expired, rotten, emitting a foul odour, with signs of contamination. This rendered the product unfit for human consumption.

Under the report, 'Kakke da Paratha' was also found spoiled, emitting a foul odour and unfit for human consumption. Swiggy Instamart did not take any corrective action despite complaint being escalated.

Alongside the above observations, FSSAI report stated that an infant food formulation was found in a highly deteriorated and unsafe condition, showing signs of contamination and improper storage and handling. Swiggy Instamart allegedly re-supplied the same product to the consumer after the defective product had been returned.

The FSSAI notice on the Q-comm giant also raised concerns regarding an incorrect, invalid or non-existent FSSAI Licence Number and food business entities allegedly being listed under names different from those reflected against their FSSAI Registration.

Allegations also mentioned that 'no satisfactory response, grievance redressal or corrective action was taken despite the complaints being forwarded or escalated'. One complaint also stated that Swiggy Instamart offered a refund without addressing the reported food safety concerns.

Additionally, the notices issued by food regulator raised concerns regarding seller onboarding, compliance verification, 10 traceability, food quality monitoring, consumer grievance redressal, supervision of food business activities and the adequacy of food safety compliance systems.