Your Digital Tool for Food Safety
The Food Safety and Standards Authority of India (FSSAI) has created the Food Safety Connect portal and mobile app as a way for consumers to become the 'eyes' of the regulator. This initiative allows you to lodge grievances about a range of issues, including
adulterated food, unhygienic conditions at restaurants, expired products, and misleading labelling. The goal is to create a responsive system where consumer concerns are addressed, and you can even verify the FSSAI license of a food business. In theory, it’s a powerful tool for public participation in strengthening the country's food safety ecosystem.
How a Complaint Is Supposed to Work
The process seems straightforward. You download the app or visit the portal, register, and fill out a form with details about the food business and the issue. You can upload evidence like photos, videos, or bills to support your claim. Once submitted, you receive a unique tracking number to monitor the complaint's progress as it is forwarded to the relevant authorities for verification and action. FSSAI has recently pushed for all food businesses to display a QR code for the app, making it even easier for consumers to access the platform.
Limitation 1: The Journey of Your Complaint
A common misconception is that FSSAI headquarters directly investigates every complaint. In reality, the system is designed to be decentralised. Your complaint is often first forwarded to the food business operator (FBO) itself or the online platform (like Swiggy Instamart) for resolution. Only if the response is unsatisfactory or after a certain period, does it get escalated to the respective State Food Safety Authorities for action. This multi-step process can introduce significant delays and variability in how your grievance is handled, depending on the efficiency and responsiveness of state-level bodies.
Limitation 2: The Burden of Proof is on You
While you can submit a photo as evidence, a successful resolution often requires more. The burden of proof lies heavily with the consumer. You need to provide clear, compelling evidence: the product packaging with batch numbers, bills, and high-quality photos or videos of the issue. An official from FSSAI has noted that while photographic evidence is useful for sending notices, legal action like prosecution requires a legal sample to be collected and tested by an agency official. Simply stating your dissatisfaction is often not enough; you must build a strong case from the outset.
Limitation 3: 'Resolution' Can Mean Many Things
When FSSAI states a complaint is 'resolved', it may not align with your expectation of a refund, replacement, or penalty. Resolution could mean the FBO has been issued an improvement notice, or that your complaint has been noted. In some cases, consumers have reported that the only action taken was a refund being offered, without addressing the underlying food safety concern. The system tracks the process, but the outcome isn't guaranteed to be punitive or compensatory for the individual consumer. The primary goal is often systemic improvement rather than individual redressal.
Limitation 4: Technical and Accessibility Hurdles
For the system to work, it must be accessible. However, some users have reported technical difficulties with the Food Safety Connect app, citing it as slow or non-functional. Furthermore, a digital-first system inherently poses challenges for those in rural or semi-urban areas who may have limited internet access or digital literacy. While FSSAI provides other channels like a helpline, the primary push is towards the online portal and app, which may not be equally accessible to all Indian consumers.
How to Make Your Complaint More Effective
Knowing these limitations allows you to be a smarter complainant. First, be meticulous with your evidence. Always keep the bill and the packaging. Take clear photos of the FSSAI license number displayed at the outlet, the product, the issue, and the manufacturing/expiry dates. When you fill out the complaint, be as detailed and specific as possible. Follow up on your complaint using the tracking ID. If you are not satisfied with the initial response from the FBO, you have the option to escalate it. Remember that your complaint, even if it doesn't lead to a personal refund, contributes to a larger data set that helps FSSAI identify repeat offenders and problem areas, as seen in recent actions against online delivery platforms.
