Consumer complaints to FSAI advice line increase in 2024

Announcing details today of the complaints and queries last year, the FSAI stated that there were 4,996 complaints from consumers, with 32% of complaints relating to unfit food and 29% to suspected food poisoning.

Overall, the 4,996 consumer complaints in 2024 represented a 13.7% increase compared to the previous year with 4,395 complaints. The figures reflect an overall upwards trend over the past decade. All complaints received by the FSAI in 2024 were followed up and investigated by food inspectors throughout the country.

Unfit food, which is food that is not safe to eat, was the most frequently reported complaint in 2024. Unfit food also includes contamination with a foreign object. Commonly reported foreign objects in food included: plastic; insects/spiders; hairs; glass; metal; and stones.

Examples of some of the complaints include a large piece of rubber in a protein bar; a dead spider in a loaf of brown bread; a piece of glass in a chicken breast; a pack of muesli full of maggots; a toothpick in a bag of chips; a metal pin in pre-packed prawns; a piece of plastic in a milkshake; a metal nail in a takeaway meal; a snail in a box of grapes; a live insect in a burrito bowl; and a large piece of metal in a chocolate biscuit.

Other complaints regarding unfit food cited undercooked meats; food served cold when it should be hot; and foods with “off” tastes or smells.

The second most frequently reported category related to reports of suspected food poisoning making up 29% of the total complaints in 2024. This was an increase on the 23.3% of food poisoning complaints in 2023.

The third most frequently reported category related to poor hygiene standards with reports of rodents spotted in businesses; staff not wearing appropriate clothing; poor personal hygiene with staff openly coughing and sneezing; staff not washing hands and handling food and money with the same gloves; excessive flies and insects spotted in food businesses; generally unclean premises; food not being stored correctly with fridges and freezers not cold enough; and food being stored in boxes on floors.

.  The breakdown of all complaints are as follows:

Greg Dempsey, Chief Executive, FSAI, stressed the importance of making complaints to the FSAI, so that any food safety issues can be addressed.

“We welcome consumers and food businesses contacting us via our Advice Line. People reporting inappropriate and unsafe food and practices is vitally important and is an essential component, supporting the work of the food inspectorate to ensure the highest standards and quality across the food chain. The year-on-year increase in complaints to the Advice Line reflects an increased awareness among consumers of the importance of food safety and also demonstrates their zero-tolerance approach when it comes to poor food safety and hygiene standards in food products and in food premises,” said Mr Dempsey.

“Food businesses have a legal obligation to provide safe food and it is vital that food businesses ensure they adhere to the legislation at all times. The FSAI Advice Line, supported by a comprehensive website and learning portal, are important resources for the food industry, and we encourage all food business operators to avail of these free and accessible tools.”

The FSAI Advice Line also offers advice and information. During 2024, there were 3,600 queries from people working in the food industry, including caterers, food manufacturers, retailers; and others.  Popular topics included: how to start a food business; food labelling information; best practice in food businesses; food safety training and several others.

The FSAI Advice Line is contactable through our online complaint form ‘makeitbetter’ or through our online query form.  The FSAI Instagram, Facebook and Twitter pages are also resources with up-to-the-minute information in relation to food safety: www.facebook.com/FSAI and @FSAIinfo.