How to File a Complaint Against Adulteration of Food?

Food adulteration means mixing harmful or inferior substances with food, which makes it unsafe to eat. This can lead to serious health problems, including food poisoning and chronic illnesses. Consumers must be aware of such risks and understand their legal rights to ensure their safety. Fortunately, there are several platforms available to report such issues. You can file a complaint through the FSSAI portal, approach the Consumer Forum, or use Online Dispute Resolution (ODR) systems for quick action. In this blog, you will learn how to file a complaint against the adulteration of food in India.

What is Food Adulteration in India?

Food adulteration in India happens when harmful, low-quality, or banned substances are added to food items, either intentionally or by accident. This makes the food unsafe, impure, and unfit for consumption. Common examples include adding water to milk or using artificial colours in spices. Sometimes, vital nutrients are removed to cut costs. As per the Food Safety and Standards Act, 2006, any food that fails to meet set safety and quality standards is termed adulterated. It is a punishable offence under Indian law and poses serious health risks such as food poisoning, organ damage, or even cancer. Common examples include milk diluted with water, artificial colours in spices, or non-edible oils in ghee.

Who Can File a Complaint?

Anyone who has purchased or consumed adulterated, unsafe, or poor-quality food can file a complaint. The following individuals or entities are eligible:

1. Any Consumer

A person who buys or uses food for personal use can file a complaint. Physical harm need not be demonstrated to establish a legal claim. If the food looks suspicious, smells strange, or tastes abnormal, the consumer can report it.

2. Parents or Guardians of Minors

A parent or guardian can file a complaint if a child eats adulterated food. The law allows them to seek action if the child faces any health issues after consuming such food.

3. Legal Heirs or Representatives

In case of death or serious illness due to adulterated food, a legal heir or authorised representative can raise a complaint. The law treats them as rightful complainants in such cases.

4. Consumer Protection Groups or NGOs

A registered consumer group or non-governmental organisation can act on behalf of one or more affected consumers. These organisations often help people who do not know their legal rights.

5. Government Authorities

Officials such as food safety officers, municipal health inspectors, or authorised state officials can initiate a complaint. They do so during inspections or based on public reports.

6. Social Activists or Whistleblowers

Any individual who notices unfair food practices can file a complaint, even without buying or consuming the product. This includes activists, public-spirited citizens, or employees of food companies who uncover malpractice.

File a complaint against Food Adulteration through the Internal Grievance Portal

Before approaching FSSAI or other regulatory bodies, consumers can file a complaint through the internal grievance redressal system of the brand or food service provider. Most food companies, delivery platforms, and supermarkets have dedicated customer support teams to address product-related concerns.

Start by visiting the official website or mobile app of the company. Look for the “Contact Us,” “Customer Support,” or “Grievance Redressal” section. Many platforms offer online forms where consumers can lodge complaints. Provide specific details such as the product name, brand, purchase date, place of purchase, batch number (if available), and a clear explanation of the issue. Attach photos, videos, or the purchase invoice to support the complaint. Once submitted, the system usually generates a complaint ID or reference number. Keep this for future tracking.

If the issue remains unresolved or the response is unsatisfactory, the consumer can escalate the matter to the Food Safety and Standards Authority of India (FSSAI).

How to File a Complaint Against Adulteration of Food Through FSSAI?

Here is the step-by-step process to file a complaint against adulteration of food through FSSAI:

Step 1: Gather Evidence

To file a complaint, you must gather the required documents such as:

• Purchase Invoice or Receipt: Proof of buying the food product
• Payment Details: UPI receipt, bank transaction, or digital payment record
• Product Packaging: Photos of the label, expiry date, FSSAI license number (if available)
• Photos or Videos: Clear images showing the adulteration (e.g., insects, colour, foreign particles)
• Medical Reports: If the product causes illness or health damage
• Lab Test Report: If the food is tested and found unsafe or impure
• Communication Proof: Any complaint email, message, or response from the seller
• Legal Notice: If already issued to the manufacturer or seller
• Identity Proof: Aadhaar, PAN, or other ID for verification

Step 2: Use the Food Safety Connect Mobile App

A consumer downloads the Food Safety Connect app from the official Play Store or App Store. After opening the app, the user registers with a mobile number. The home screen displays an option called "Register a Complaint". The consumer selects it. The form asks for details such as the name of the food item, brand name, place of purchase, and date. The form also requires a description of the problem. The consumer uploads proof, like photos or the bill. After submission, the app generates a complaint number.

Step 3: File a Complaint Through the FSSAI Website

A consumer needs to visit the official FSSAI portal. The user either logs in or creates a new account. After logging in, the consumer clicks on the "Consumer Grievance" section. A complaint form appears. The consumer enters correct details such as the product name, location of purchase, packaging date, and issue faced. The form also allows the user to upload documents or images. After submitting the form, the website provides a reference number for tracking.

Step 4: Call the FSSAI Toll-Free Helpline

The consumer dials 1800-112-100 or 1800-112-125 from a phone. A customer support representative answers the call. The caller provides details about the food item, such as its name, where it was purchased, and what problem was found. The representative records the information. After the call, the consumer receives a complaint ID through an SMS. This ID helps in tracking the complaint.

Step 5: Send an Email to FSSAI

The consumer sends an email to complaints@fssai.gov.in. The email mentions the product name, shop or platform name, date of purchase, and a brief description of the problem. The user attaches the bill, images, or any other proof. The FSSAI team receives the email and processes the information. The team contacts the consumer if further clarification is needed.

Step 6: Action Taken After Filing the Complaint

After receiving the complaint, FSSAI forwards it to the concerned state food authority. A Food Safety Officer visits the place where the food was bought. The officer collects a sample and sends it to a food testing laboratory. If the lab confirms adulteration, the responsible party faces penalties or legal action. FSSAI updates the consumer through SMS, email, or app notifications.

How to File a Complaint Against Adulteration of Food Through the Consumer Forum?

A consumer can file a complaint against food adulteration in the Consumer Forum under the Consumer Protection Act 2019. If a person suffers harm, financial loss, or health issues due to consuming adulterated food, the law permits them to approach the Consumer Disputes Redressal Commission (CDRC) for compensation or remedy.

Below is the step-by-step process to file a complaint against adulteration of food through the Consumer Forum:

Step 1: Collect All Necessary Evidence

The consumer gathers all documents that prove the purchase and issuance. These include the invoice, product packaging, and brand or manufacturer details. The consumer takes clear photos of the adulterated food, especially if the colour, smell, or texture appears strange. If the food causes health problems, the consumer keeps the medical prescription, doctor’s report, or hospital bill. The consumer also saves emails, complaint numbers, or chat screenshots exchanged with the seller or food company. These documents support the complaint and help the forum understand the seriousness of the issue.

Step 2: Send a Legal Notice to the Opposite Party

Before filing a formal complaint, the consumer sends a legal notice to the seller or manufacturer. The notice contains the complainant’s details, facts of the case, description of the food item, and a demand for remedy. The notice sets a deadline for response, usually within 15 to 30 days. The consumer sends the notice through Registered Post with Acknowledgement Due (RPAD) and keeps the receipt as proof.

Step 3: Choose the Correct Consumer Forum

The consumer selects the right forum according to the total value of the claim, including medical costs and product price:

1. District Consumer Disputes Redressal Commission (DCDRC):  If the claim is up to Rs 1 crore or less, the consumer approaches the District Consumer Disputes Redressal Commission.
2. State Consumer Disputes Redressal Commission (SCDRC): If the claim is between Rs 1 crore and Rs. 10 crore, the consumer files the case with the State Commission.
3. National Consumer Disputes Redressal Commission (NCDRC):  If the claim is above Rs 10 crore, the consumer approaches the National Commission

The consumer must file the case in the forum that covers either the residential area of the complainant or the place of purchase.

Step 4: Draft and File the Complaint

The complaint includes the names and addresses of both parties, facts of the case, and the relief sought. It must also include the legal notice, invoice, photos, medical reports, and communication records. The complaint can be filed online through the official consumer complaint portal or submitted offline at the forum office. The consumer pays a court fee, depending on the claim.

Step 5: Attend the Hearing and Present the Case

Once the forum accepts the complaint, it sends a notice to the opposite party. On the hearing date, the consumer appears before the forum or sends a representative. The consumer explains the issue using facts and supporting documents. The consumer answers all questions honestly and directly. The forum reviews both sides and decides the case based on the facts and evidence.

However, the Consumer Forum might be time-consuming or complex. A consumer can choose a faster and more convenient alternative, Online Dispute Resolution (ODR). ODR offers quicker resolution, lower costs, and complete digital access without physical visits. It allows consumers to raise complaints, submit evidence, and attend hearings online. This makes it more efficient and user-friendly than traditional consumer forums.

What is Online Dispute Resolution?

Online Dispute Resolution (ODR) is a digital method that helps consumers and businesses settle disputes through the internet. It removes the need to visit a physical court or office. The process uses tools such as emails, video calls, chat support, and secure portals to resolve issues like defective products, poor services, or unfair trade practices. In India, ODR platforms help consumers file complaints, upload documents, and communicate with the seller or company through a secure and user-friendly interface.

The process involves:

• Negotiation: Negotiation is often the first and most straightforward step in the Online Dispute Resolution (ODR) process. It allows both the consumer and the company to communicate directly through a secure online platform without involving a third party. Each side shares its concerns, explains the issue, and proposes fair solutions. This method is informal, simple, and user-friendly. Most negotiations happen through email, chat, or a secure dashboard. The goal is to settle the dispute quickly and peacefully, so both parties find a solution that feels fair and avoids further legal action.
• Mediation: Mediation offers a calm and supportive way to solve disputes. A neutral third person, known as a mediator, helps both parties discuss the issue and understand each other’s side. The mediator does not make any decision or take anyone’s side. They simply guide the conversation so both people can find a fair solution. Mediation uses tools like video calls, chats, or emails. When direct negotiation fails, mediation helps settle the matter peacefully without stress or going through a long legal process.
• Arbitration: Arbitration is a digital process where a neutral person, called an arbitrator, listens to both sides and settles the dispute. The arbitrator may be a retired judge, a legal expert, or a professional with deep knowledge of the subject. Both the consumer and the company explain their issues, submit evidence, and answer questions through a secure online platform. The arbitrator carefully examines all facts, documents, and arguments before making a final decision. This decision is binding, which means both parties must accept and follow it. The entire process happens online through video calls, document sharing, or emails. It is private, efficient, and helps resolve complex cases fairly without going to a traditional court.

Why Choose ODR?

Here is the list of key reasons to choose Online Dispute Resolution (ODR):

1. Convenient and Accessible

ODR allows the consumer to raise a complaint from any location. The person does not visit a court or office. A mobile phone, internet, and basic details are enough. This helps those who live in remote places or cannot travel.

2. Time-Saving

ODR completes the process in less time. There are no long queues or repeated dates. The consumer receives updates through email, chat, or a secure portal. This reduces delays and helps both sides reach a faster outcome.

3. Cost-Effective

ODR lowers legal and travel costs. The consumer does not hire a lawyer or pay high fees. There is no need for printed documents or in-person meetings. This saves money while still offering a proper solution.

4. Simple and User-Friendly

The ODR system uses clear instructions and easy steps. A person can file a complaint, upload documents, and speak to the other party without difficulty. Most platforms use common tools like mobile apps, emails, and online forms.

5. Flexible Process

ODR offers more than one way to settle the dispute. If both parties agree, they can solve the issue through negotiation. If not, they can request help from a neutral person through mediation or arbitration. This gives more control to the consumer.

6. Private and Secure

ODR takes place on safe platforms. All personal and case details stay confidential. Only the involved parties and the neutral expert have access. This builds trust and ensures privacy.

7. Helps Settle Disputes Early

Many cases do not reach the final stage. Most consumers and sellers agree on a solution during negotiation or mediation. This avoids stress and saves effort for both sides.

8. No Need for Legal Expertise

The consumer does not require legal knowledge. The platform guides the person through each step. The person explains the issue in their own words and submits documents without legal help.

9. Ideal for Digital or Small Disputes

ODR works well for issues related to online shopping, food complaints, poor service, or delivery problems. These cases do not involve large amounts of money, but still affect the consumer.

10. Supports Fair and Neutral Resolution

ODR includes experts who do not take sides. The expert listens to both parties and helps reach a fair result. This ensures that no party gets an unfair advantage.

How to File a Complaint Against Adulteration of Food through ODR?

Below is the step-by-step process to file a complaint against adulteration of food through the Online Dispute Resolution (ODR):

Step 1: Collect All Relevant Evidence

Start by collecting documents that prove the adulteration and support your complaint. This step helps you show the actual issue and builds a strong case. You must gather a purchase invoice or receipt, payment details, product packaging, and other required documents to support your claim.

Step 2: File the Complaint Through an ODR Platform

ODR platforms help resolve consumer complaints online without going to court. Some popular options include a government-backed portal or a recognised private platform like Online Legal India.

Step 3: Participate in Mediation Proceedings

The ODR platform assigns a neutral mediator. The mediator talks to both sides over chat, email, or video call. You and the seller get a chance to explain your views.

The mediator does not give a judgment. Instead, they guide both parties toward a mutual settlement. If both sides agree, the platform records the agreement digitally. This written agreement carries legal value and settles the dispute.

Step 4: Initiate Arbitration (If Mediation Fails)

If both parties cannot settle through mediation, arbitration becomes the next option. Arbitration starts only if both sides agree to proceed with it or if a prior contract allows it.

You must submit:

• A written request for arbitration
• All earlier evidence
• Mediation report (if available)

The process follows the rules of the Arbitration and Conciliation Act, 1996, and must meet the timeline under the Limitation Act, 1963. Arbitration helps resolve disputes in a formal but online setting.

Step 5: Attend the Arbitration Hearing

The platform fixes a date for a digital hearing. A neutral arbitrator conducts the session. You must present your documents, explain your problem, and answer questions. The seller also gets a chance to respond.

The arbitrator listens to both sides fairly. The entire hearing is recorded and kept private as per confidentiality rules. You must stay honest, submit all facts, and cooperate during the process.

Step 6: Receive and Enforce the Arbitral Award

After the hearing, the arbitrator reviews all the facts and gives a final decision. This decision is called an arbitral award. It is legally binding, similar to a court order.

If the food company is responsible, the arbitrator may order a refund, product replacement, or compensation. The seller or company must follow the order within the time mentioned. If they do not comply, you can approach a civil court to enforce the award under Section 36 of the Arbitration and Conciliation Act, 1996.

Conclusion

Food adulteration is a serious health risk and must be reported without delay. While internal support, FSSAI, and Consumer Forums offer solutions, Online Dispute Resolution (ODR) stands out as the fastest and most convenient option. It allows consumers to file complaints, submit evidence, and resolve disputes entirely online. This saves time, effort, and money while ensuring a fair and binding outcome. If you want to file a complaint against food adulteration, contact Online Legal India. It offers a reliable ODR platform to resolve your complaint quickly and affordably.