Mumbai, August 7, 2026: Within just two weeks of launching its AI-enabled grievance redressal portal, the Maharashtra Food and Drug Administration (FDA) has received more than 1,600 complaints, reflecting an overwhelming public response to the new citizen-centric platform.
According to FDA officials, all complaints received through the portal are currently being scrutinised and verified. Once a complaint is found to be genuine, it is automatically assigned to the concerned field officer for action within a prescribed timeline. Complainants are also kept informed through regular updates on the status of their grievances and the action taken.
Wide Range Of Complaints Received
The complaints received so far cover a wide range of issues, including the illegal sale of banned gutkha and flavoured tobacco products, unhygienic conditions in hotels and restaurants, food safety violations by street food vendors, sale of expired or misbranded food products, suspected spurious medicines, and concerns related to cosmetics and packaged food items.
The AI-powered portal allows citizens to lodge complaints either by recording a voice message or submitting a text message in Marathi, Hindi, or English, making the system accessible to a wider section of the public.
AI Features For Faster Redressal
Designed to make grievance redressal faster and more transparent, the platform features automatic complaint categorisation, digital assignment, auto-escalation, and end-to-end tracking. The AI system analyses complaints, classifies them based on their nature, and forwards them to the appropriate officer, significantly reducing manual intervention and speeding up the grievance-handling process.
A key feature of the portal is its auto-escalation mechanism. If an officer fails to resolve a complaint within the stipulated time frame, the system automatically escalates it to senior authorities.
Every stage of the process is digitally tracked, ensuring accountability while allowing both the department and complainants to monitor progress in real time.
Citizen-Centric Governance Initiative
FDA officials said the initiative is aimed at strengthening citizen-centric governance by making it easier for people to report violations related to food safety, medicines, cosmetics, and other products regulated by the department. The voice-based complaint facility is expected to particularly benefit citizens who are not comfortable typing or using English.
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Officials expressed confidence that the technology-driven platform will improve transparency, reduce delays in grievance redressal, and enable quicker enforcement action across the state.
With over 1,600 complaints already received in the first fortnight, the department believes the portal is emerging as an effective tool for public participation in regulatory enforcement.
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