Plans are afoot to rejig internal policies, with some platforms even willing to delist sellers in case of repeated violation of safety protocols on their part. Quick commerce firm Zepto is considering rolling out a recall policy, where if a customer of the platform finds any instance of food contamination in a product manufactured and marketed by an FMCG brand, the company will recall the entire batch of products, sources told TOI.
“As platforms, we have zero visibility into the manufacturing processes of FMCG brands. Such episodes of food contamination reflect lapses on the manufacturing side of the brands. The onus is on them. We try our best to comply with the quality parameters that are under our control,” the CEO of an online platform said on condition of anonymity. Zepto did not comment.
Once a product is sealed, platforms cannot control its quality, an executive with another online firm said. “We already have a policy in place wherein we delist sellers if we find any serious lapses on their part. That’s the toughest step we can take and if required, we will do that,” the executive added.
As far as brands are concerned, they are tightening vigilance on the manufacturing process. iD Fresh Food, for instance, plans to deploy AI cameras in its manufacturing plants for better inspection of the procedures. “Food contamination usually happens at the factory level and in certain cases, it can also occur when the storage is improper. We have quality inspectors who do the due diligence but with AI cameras, the process will be strengthened,” said P C Musthafa, global CEO and co-founder at iD Fresh Food, the maker of idli, dosa batter, parathas and chapatis.
Hershey’s India, which came under the scanner recently after a customer alleged finding a dead mouse in the brand’s chocolate syrup, said that every product undergoes multiple quality checks before reaching consumers. “We have investigated these reports and verified all our food safety and production processes. We are confident that we have the right measures in place to ensure food safety and this kind of alleged contamination is not possible,” the company said, adding that it received no response from the customer even after repeated attempts to establish contact, further suggesting that the claim is not “legitimate”.
Ice cream maker Baskin Robbins said that the brand has stringent process controls in place entailing evaluation at various stages, right from procurement of raw material to production and storage. “Adoption of technology at various stages of the production process including fully automated machines, scanners and metal detectors helps identify and segregate products with issues and maintain the sanctity of the process. As a brand that customers trust, the onus is on us to keep the vigil,” said Mohit Khattar, CEO at Graviss Foods, which is the master franchisee of the brand in India.
Angshu Mallick, MD & CEO at Adani Wilmar, said that all its plants are AIB (American Institute for Baking) approved, which is the benchmark standard quality for any factory and the firm’s understanding of the India market makes it better equipped to deal with quality issues. “In light of recent incidences, Food Business Operators should revisit their GMP (goods manufacturing practices) systems and processes and ensure adequacy to the evolving delivery platforms,” said Deepak Jolly, chairperson, Ind Food & Beverage Association (IFBA).
