Pune: Consumers have shown reluctance to report hygiene violations through the Food and Drug Administration (FDA)’s online grievance redressal portal, saying it does not allow anonymous complaints.The concerns come in the wake of recent food safety enforcement action across Maharashtra.“The complaints portal is a step in the right direction, but I would think twice before lodging a complaint because it requires all personal details of complainants. Who knows how the data will be used?” said Usha Sheth of Baner.On July 15, the Maharashtra FDA announced the launch of an online grievance redressal portal for citizens.
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The AI-enabled platform has auto assignment, auto escalation and built-in accountability with traceability features. Social media is buzzing with comments of users regarding the need for anonymous complaints. A user on X posted: “Most people don’t complain as later the info gets leaked on who passed the complaint, there should be an email ID where people can send complaints without sharing personal information.”Consumers said that if each anonymous complaint is given an ID, then it can be easy to track as well. “My suggestion would be for the FDA to assign a complaint ID to each complaint. Pictures should be mandatory to ensure the complaint is genuine. This way the complainant’s identity can be protected as well,” said Aakash Bharadwaj of Kondhwa.“If there is no anonymity and the data is leaked somehow, then local restaurant owners with political influence may harass the complainant,” said a Wanowrie resident who did not want to be names.A restaurant owner in Camp said, “How can we distinguish between fake and genuine complaints if the complainant’s identity is hidden? The system would be misused by planting fake comments if someone has an issue with a particular restaurant.”A senior FDA official told TOI: “Although the portal requires consumers to provide their personal details, field officers investigating the complaint do not have access to the complainant’s name or contact number. These details are securely stored at the FDA headquarters and are not shared with investigating officers, reducing the risk of any data leak.”
