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| Complaints about food
On this page
What's reported
Complaints about food can be made to the NSW Food Authority.
They can be about possible:
- contamination of food
- food poisoning
- illegal sales or serving of food
- incorrect or unhygienic food handling, storage, transport and preparation
- misleading or incomplete labelling
- spoiling of packaged or fresh food, and
- unsuitable or unsafe ingredients.
Contact
Complaints can be made by contacting the Food Authority:
- telephone 1300 552 406
- interpreter service 131 450
- fax (02) 9647 0026
- email contact@foodauthority.nsw.gov.au
- write to
Consumer and Industry Helpline
NSW Food Authority
PO Box 6682
Silverwater NSW 1811
The Authority can also answer questions about food safety, industry regulations, and its partnership with local government as well as provide access to a range of resources.
Information needed
For a complaint to be followed up, the NSW Food Authority needs information such as:
- a description of the problem
- if it's suspected food poisoning
- time and date food consumed, and what was eaten
- time and date illness began, symptoms and their severity
- the name and address of the business where the food was purchased
or served - if it's food spoilage
- the product’s name, use by date, where purchased, etc - if there's any food leftover for possible testing.
For more on food poisoning please refer to the special section in this summer Eating Guide.
People feeling unwell are advised to seek medical attention.
What can't be investigated
The NSW Food Authority cannot investigate complaints for example:
- that are not about food or food businesses
- where not enough information is supplied
- that might have been resolved by other agencies or the food business itself
- if there's no ongoing public health risk or breaches of legislation or
- that are not made in good faith; complaints that are frivolous, vexatious or retaliatory
The Authority also cannot offer legal advice nor act on behalf of people seeking refunds or damages.
Actions taken
Complaints made to the NSW Food Authority are reviewed by qualified staff.
Depending on their nature they can be passed onto a food safety officer or the specialist food poisoning team for further investigation.
Complaints can also be referred to other organisations the Authority works closely with, such as local councils and NSW Health. If this is likely to happen, the person making is notified at the time of registering the complaint.
Actions then taken can include inspection and monitoring of premises, seizure of food samples and/or prosecution.
Information on reducing food poisoning as well as correct labelling can also be made readily available to affected parties.
The Food Authority can also initiate further action if a pattern or connection between complaints received is identified.
Results
Information about the progress and results of a NSW Food Authority-led investigation can be made available by telephone and/or in writing to the person making the complaint.
This information is given with consideration to the Authority’s enforcement policies, commercial-in-confidence, and privacy laws.
Information release
There are a number of ways individuals and organisations can apply for access to information that can be held by the NSW Food Authority to be released.
These include the Freedom of Information Act.
Please also refer to the Food Authority's detailed guide to complaints.
More information
For more information please see the Food Authority's detailed complaints guidelines or call the Food Authority on 1300 552 406 or email contact@foodauthority.nsw.gov.au
Also on this site
- Name and Shame registers of offences
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