The Food Safety and Standards Authority of India (FSSAI) has issued nine notices to Swiggy Instamart following multiple consumer complaints alleging violations under the Food Safety and Standards Act, 2006.
The notices stem from complaints related to the delivery of allegedly contaminated and damaged food products, improper storage and handling practices, incorrect FSSAI licence details, and deficiencies in consumer grievance redressal mechanisms.
Serious food safety concerns
According to details released by FSSAI, one of the most serious allegations relates to an infant food formulation that was reportedly found in a highly deteriorated and unsafe condition, showing signs of contamination and improper storage and handling. The regulator said the same product was allegedly re-supplied to the consumer even after the defective item had been returned.
The notices also refer to complaints involving the delivery of contaminated eggs and milk, along with damaged packaged food items through Instamart.
Licence and compliance issues
FSSAI said the complaints also raised concerns over incorrect, invalid or non-existent FSSAI licence numbers being displayed. In some cases, food business entities were allegedly listed under names that differed from those reflected in their FSSAI registrations.
The regulator further noted that several complainants alleged that despite escalating food safety concerns, no satisfactory response, grievance redressal or corrective action was taken. In one instance, only a refund was reportedly offered without addressing the underlying food safety issue.
The notices also questioned Swiggy Instamart’s seller onboarding process, compliance verification, traceability systems, food quality monitoring, consumer grievance handling, supervision of food business activities and the adequacy of its food safety compliance framework.
FSSAI seeks detailed explanation
FSSAI has directed the food business operator to submit a detailed explanation supported by documentary evidence addressing the alleged non-compliances and circumstances leading to the reported incidents and provide details of quality assurance systems, food safety monitoring, inventory management, stock rotation, hygiene, storage, handling practices and internal controls adopted to ensure compliance.
The company has also been asked to furnish corrective and preventive action (CAPA) reports, root cause analysis, consumer grievance redressal measures and steps taken to prevent recurrence of similar incidents. Moreover, FSSAI has directed the Swiggy Instamart to submit the required compliance report within the stipulated timeline, failing which action may be initiated under the Food Safety and Standards Act, 2006.
The regulator has not announced any penalty at this stage. The notices require Swiggy Instamart to respond to the allegations and demonstrate compliance with applicable food safety regulations.