FSSAI issues nine notices to Swiggy Instamart over alleged food safety violations

MUMBAI: Food for thought has turned into food for scrutiny.

Food Safety and Standards Authority of India (FSSAI) has issued nine notices to Swiggy Instamart over consumer complaints alleging multiple violations of the Food Safety and Standards Act, 2006. The notices relate to claims involving expired and contaminated food products, licensing irregularities, inadequate grievance redressal and shortcomings in food safety compliance.

According to details shared by the food regulator, the complaints alleged that consumers received expired, spoiled, rotten, contaminated and otherwise unsafe food products ordered through Swiggy Instamart.

Among the observations cited by FSSAI was the sale of “NOICE” eggs under a brand name that was allegedly not covered under the product categories approved in the existing FSSAI licence. The regulator directed the food business operator not to market the product unless it was covered under a valid licence and to apply for a licence modification if required.

The notices also referred to complaints alleging that “Healthify 100% Whey Protein 1 kg” and “Noice Homestyle Madras Mixture with Peanuts” were supplied after their expiry dates.

In another case, consumers reportedly received expired and rotten “Akshayakalpa Organic Egg”, which allegedly emitted a foul odour and showed signs of contamination, rendering it unfit for human consumption. FSSAI said the complaint claimed no corrective action was taken despite the issue being escalated.

Similarly, “Kakke da Paratha” was allegedly delivered in a spoiled condition with a foul odour, with the complaint stating that no corrective action followed after the matter was escalated.

The regulator also highlighted a complaint involving an infant food formulation that was reportedly found in a highly deteriorated and unsafe condition, showing signs of contamination as well as improper storage and handling. According to the notice, the same product was allegedly supplied again after the defective item had been returned.

Other complaints cited the delivery of contaminated eggs and milk, along with damaged packaged food products through the quick commerce platform.

Beyond product quality, the notices raised concerns over regulatory compliance. FSSAI said some complaints pointed to incorrect, invalid or non-existent FSSAI licence numbers, while others alleged that certain food business entities were listed under names different from those recorded in their FSSAI registrations.

The regulator also questioned Swiggy Instamart’s handling of customer complaints. Some consumers alleged they did not receive satisfactory grievance redressal or corrective action even after complaints were forwarded or escalated. In one instance, the complaint stated that only a refund was offered without addressing the reported food safety issue.

FSSAI further flagged broader concerns around seller onboarding, compliance verification, traceability, food quality monitoring, consumer grievance handling, supervision of food business activities and the adequacy of food safety compliance systems.

As part of the notices, the regulator has directed the food business operator to submit a detailed explanation, supported by documentary evidence, addressing the alleged non-compliances and the circumstances surrounding the reported incidents. It has also sought information on quality assurance systems, food safety monitoring, inventory management, stock rotation, hygiene standards, storage and handling practices, and internal controls.

In addition, the operator has been asked to provide details of corrective and preventive actions, root cause analyses and measures introduced to prevent similar incidents from recurring. FSSAI said the required compliance report must be submitted within the stipulated timeframe, failing which action under the Food Safety and Standards Act, 2006 may be initiated.

The notices represent allegations raised through consumer complaints and the regulator’s observations. FSSAI has sought Swiggy Instamart’s response before determining any further regulatory action.