FDA asks Goa Dairy to put systems in place to address customer issues

The directions were issued after FDA received complaints of foul odour from the Goa Dairy milk. On Tuesday, FDA Director Salim Veljee during a meeting with Goa State Cooperative Milk Producers’ Union, instructed the milk cooperative to take up measures to avoid further public outcry

PANJIM: Stepping up mechanisms to provide customer satisfaction, Director of Food and Drug Administration (FDA) has directed Goa Dairy to set up a consumer grievances redressal cell to address complaints.

The directions were issued after FDA received complaints of foul odour from the Goa Dairy milk. On Tuesday, FDA Director Salim Veljee during a meeting with Goa State Cooperative Milk Producers’ Union, instructed the milk cooperative to take up measures to avoid further public outcry.

Herald is in possession of a Goa Dairy milk sample test report, carried out by a private agency between February 16 and 18, which observed ‘odour which is not associated with a normal milk packet’.

Speaking to Herald, Goa Dairy Chairman Madhav Sahakari said, “We are coming up with complaint book at every milk booth so that consumer can file the complaint at the place of purchase and also come up with a customer care number which will be free of charge, so that the customer can inform us over the phone.”

Regarding the complaints of foul odour he said the dairy will undertake studies to find the reasons for the unpleasant smell, if any, in their milk.

Meanwhile, Veljee said that the milk supplied in Goa has passed all tests for adulterants and the reports have been negative. He said “We have received complaints of unpleasant smell from Goa Dairy milk and initial studies have pointed out that the fault could be with the fodder that is being fed to the cattle. The management will carry out further investigations and take corrective measures.”

He said that Goa Dairy has been given a month’s time (March) to execute and comply with the directions.

Stating that milk supplied in the state qualifies the standards of quality desired, he said “In the last three years the department has carried out 115 tests from 10 different milk supplying companies in the State and none of the samples tested positive for adulterants.”

However, one sample tested positive for sugar content, but as per law sugar is not an adulterant but the milk is considered to be non-compliant to the standards.

Veljee further informed that the as per the law and Food Safety and Standards Authority of India (FSSAI) rules, 13 substances have been defined as adulterants which include urea, synthetic milk, sodium hydroxide and melamine amongst others.