FSSAI Compliance

Food Complaint Mechanism

In compliance with the Food Safety and Standards Act, 2006  ·  FSSAI Central Licence

FSSAI Mandate: The Food Safety and Standards Authority of India (FSSAI) requires all Food Business Operators (FBOs) and e-commerce food platforms to establish a clear, accessible mechanism for consumers to report food safety concerns. Craveze is fully compliant with this requirement.

Our Commitment to Food Safety

Craveze — operated by Fulfilary Technologies Pvt Ltd — is committed to ensuring that every meal ordered through our platform meets the highest standards of food safety and hygiene. We take all food complaints seriously and work closely with our Restaurant Partners and FSSAI authorities to address them promptly.

All Restaurant Partners on Craveze are required to hold valid FSSAI licences or registrations and to comply with the Food Safety and Standards Act, 2006, and associated regulations.

Types of Food Complaints We Handle

🧪

Contamination

Foreign objects in food, visible dirt, insects, or other physical contaminants

⚠️

Adulteration

Suspected substitution of ingredients or use of sub-standard or expired materials

🤒

Foodborne Illness

Nausea, vomiting, or illness suspected to be caused by food ordered through Craveze

🚫

Allergen Issues

Presence of undisclosed allergens or mislabelling of ingredients

📦

Packaging Issues

Damaged, tampered, or unhygienic packaging that may compromise food safety

🧼

Hygiene Concerns

Evidence of poor kitchen or handling hygiene visible in food or packaging

How to File a Food Complaint

1

In-App Reporting (Fastest)

Open the Craveze app → Go to Orders → Select the relevant order → Tap "Report a Food Issue" at the bottom of the order details page. Select the issue category, add a description, and submit. You will receive a confirmation immediately.

2

Email

Send an email to office@fulfilary.com with the subject line: "Food Safety Complaint: [Order ID]". Please include your name, phone number, order ID, restaurant name, description of the issue, and photographs if available.

3

Written Complaint to Grievance Officer

For serious food safety issues, you may send a written complaint to our Grievance Officer at:
Fulfilary Technologies Pvt Ltd, Unit 101, Oxford Towers, 139/88, HAL Old Airport Road, Kodihalli, Bangalore, Karnataka – 560008.
See our Grievance Officer page for full details.

Resolution Timeline

Within 24 hrsAcknowledgement of your complaint and complaint reference number issued
Within 48 hrsRestaurant Partner informed and investigation initiated
Within 7 daysPreliminary findings and interim action (refund, replacement, or suspension of restaurant) if warranted
Within 30 daysFinal resolution communicated to consumer in writing

What Happens After You Report

  1. Acknowledgement: You receive a complaint reference number within 24 hours.
  2. Investigation: Our food safety team reviews the complaint and contacts the Restaurant Partner.
  3. Interim Action: Where there is a credible risk to food safety, we may temporarily suspend the Restaurant Partner's listing pending investigation.
  4. Remediation: Depending on findings, we may issue a refund, require corrective action from the restaurant, or delist the restaurant permanently.
  5. FSSAI Escalation: For serious food safety violations (contamination, foodborne illness, adulteration), we will report the incident to the appropriate FSSAI authority.
  6. Closure: You are informed of the outcome and any action taken within 30 days.

Preserve Evidence

Important: If you suspect food contamination or have suffered a foodborne illness, please:

Escalation to FSSAI

If you are not satisfied with our resolution, or if the matter involves a serious public health risk, you may report directly to FSSAI:

Legal Framework

This food complaint mechanism operates in compliance with:

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