FSSAI Issues 9 Notices to Swiggy Instamart Over Food Safety Complaints:

The Food Safety and Standards Authority of India (FSSAI) has issued nine notices to leading quick commerce platform Swiggy Instamart after receiving multiple consumer complaints alleging food safety violations. The regulator has directed the company to explain the issues highlighted in the notices and submit a detailed compliance report under the provisions of the Food Safety and Standards Act, 2006.

Key Observations

The following are the key observations of FSSAI:

1. Swiggy Instamart has received multiple complaints from consumers, reporting expired, rotten, spoiled, contaminated and otherwise unsafe food products being delivered by them.

2. Eggs sold under the NOICE brand were allegedly marketed without being covered under the approved categories of the existing FSSAI licence.

3. Some of the products that have been reported to be expired and delivered are: Healthify 100% Whey Protein (1 kg) and Noice Homestyle Madras Mixture with Peanuts.

4. An Akshayakalpa Organic Egg pack was allegedly found expired, rotten, foul-smelling, and contaminated, making it unfit for consumption. The complaint claims no remedial measures were taken despite the issue being escalated.

5. "Kakke da Paratha" product was reportedly spoiled and emitted a foul smell, making it unfit to eat. The complaint alleges that no corrective action was taken even after the matter was escalated.

6. A food product for infants was reportedly found in damaged condition, with signs of contamination and improper storage. The complaint also alleges that the same product was sent back to the customer after it had already been returned.

7. Consumers also complained about receiving contaminated eggs and milk, along with damaged food packages through Instamart.

The notices raised concerns over incorrect, invalid, or missing FSSAI licence numbers. Some food businesses were also allegedly listed under names that did not match their FSSAI registration. The notices also highlighted concerns about seller onboarding, compliance checks, product traceability, food quality monitoring, customer grievance handling, and the overall effectiveness of food safety compliance systems.

Several complaints claimed that customers did not receive a satisfactory response or corrective action even after escalating their concerns. In one case, the customer was reportedly offered only a refund without addressing the food safety issue.

Recommended Actions

FSSAI has asked all Food Business Operators (FBOs) to provide the following details:

FSSAI has asked Swiggy Instamart to explain what went wrong, why the non-compliance happened, and to provide supporting documents.

It has also asked the company to share details of the steps it takes to ensure food safety. This includes quality checks, food safety monitoring, inventory and stock management, stock rotation, hygiene, storage, food handling practices, and internal control systems.

In addition, FSSAI has asked Swiggy Instamart to explain the corrective actions it has taken to fix the issue, identify the root cause, describe how customer complaints were handled, and outline the measures put in place to prevent similar incidents in the future.

Lastly, FSSAI asked the company to submit its explanation and compliance report within the specified deadline. It also warned that if the company fails to respond or take the required action may be taken under the Food Safety and Standards Act, 2006.