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FSSAI has taken action on Maggi in 2015.
Taking action after complaints on social media, the Food Safety and Standards Authority of India (FSSAI) has issued show cause notices to many big companies including Nestle. This notice has been given to Nestle after a complaint of insects (larvae) being found in a packet of its most popular product Maggi. FSSAI has asked the company to immediately submit an action taken report in this matter.
Taking action on other complaints that went viral on social media, FSSAI has also issued a notice to fast-food chain KFC regarding hygiene related issues. Apart from this, the regulator has also asked Flipkart India and Open Secret Company to respond to the complaint of insects being found in a date product.
FSSAI sought answers from Nestle on 3 specific points
The detailed action taken report that the food regulator (FSSAI) has sought from Nestle India has been directed to cover three main areas:
- Source and Quality Check Log: Nestle will first have to find out the particular batch (group) in which the complaint of irregularities has been received. The company will have to inform from which vendor the raw material of this batch came and present the complete records (documents) of the quality check done within the company before the packet reaches the customers.
- Removing stock from the supply chain: The company will have to prove what corrective actions it has taken immediately to remove the complained batch or potentially affected stock from the market and supply chain, so that it does not reach customers.
- Solid arrangements for the future: The regulator has asked Nestle to outline the systemic changes and steps that the company is going to take in its quality control processes, so that such incidents are not repeated in the future.
Why is this issue sensitive for Nestle?
Maggi Noodles is one of Nestle India’s largest and most commercially important brands. This notice is also sensitive for the company because Nestle has faced a major regulatory crisis in the year 2015 also. At that time FSSAI had ordered a nationwide recall of Maggi due to high lead content and MSG labeling controversy.
That controversy caused huge damage to the company’s sales and brand trust, which the company has regained after years of hard work. In such a situation, this new notice that came on social media complaint is being considered very important for the reputation of the company.
Action after viral complaints on social media
A new pattern of food safety regulation is visible from the notices issued simultaneously to Nestle, KFC, Flipkart India and Open Secret. Now consumer complaints going viral on social media platforms are directly turning into official regulatory notices.
This has greatly reduced the time between an individual complaint and an official report being sought from the company. This has become a major operational risk for food and quick service companies operating in India, where a single viral post can create legal and reputational problems for the company.
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