As part of the new reorganization of the FDA’s Human Foods Program, which took effect October 1, the agency announced a streamlined approach to processing consumer complaints.
The process includes steps for handling whistleblower complaints, in addition to consumer complaints. Whistleblower complaints came to the fore in 2022 when a complaint about problems at an Abbott Laboratories infant formula manufacturing plant was mishandled, delaying FDA action amid an outbreak of Cronobacter infections in babies. That outbreak caused a mass recall of infant formula, resulting in nationwide shortages.
The Food and Drug Administration’s updated process is a “streamlined approach to processing complaints, including whistleblower complaints, that will improve the agency’s ability to identify and respond to issues related to FDA-regulated products and better protect public health,” according to an announcement from the agency. .
“A complaint may allege an illness, injury, allergic reaction or other health-related problem or defects in the quality or safety of an FDA-regulated food, dietary supplement or cosmetic product. Now the public can direct complaints about foods and nutritional supplements to HFP (Human Foods Program) using our online reporting forms.”
Consumers can use the Food and Nutritional Supplements complaints form for this Safety reporting portal. The link to these forms and more information about filing questions or complaints about FDA-regulated products can be found at Industry and consumer assistance from HFP web page.
There is also a telephone option for consumer complaints, which has also been streamlined.
Previously, complaints were directed to dozens of Consumer Complaint Coordinators (CCCs) in the FDA’s Office of Regulatory Affairs (ORA). As of October 1, the telephone numbers linked to the CCCs will no longer be in use. Instead, consumers can call 1-888-SAFEFOOD to file complaints about foods and dietary supplements.
The Human Foods Program will now receive, review and evaluate complaints, and the new Office of Inspections and Investigations, formerly ORA, will contact companies as necessary. This streamlined process is designed to expedite the delivery of inquiries and complaints to the appropriate public health experts at the FDA and allow for more consistent processing and earlier detection of potential public health issues.
The FDA’s announcement said the change in the complaint process is part of a larger reorganization of the agency. It affects more than 8,000 employees involved in every facet of FDA-regulated foods.
“The creation of the Human Foods Program with a new streamlined process for consumer complaints and inquiries will allow the FDA to communicate more effectively with consumers to gain new and valuable information about FDA-regulated products. It will also help the FDA achieve its mission to protect and promote public health through science-based approaches to prevent foodborne illness, reduce diet-related chronic disease, and ensure the safety of chemicals in food.” , the agency’s announcement said.
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