Pune: In a first-of-its-kind initiative, the Maharashtra Food and Drug Administration’s (FDA) AI-powered grievance redressal portal has enabled citizens to quickly report adulterated food, substandard medicines and other safety violations, FDA commissioner Tukaram Mundhe said while addressing a gathering at the Balgandharva auditorium on Saturday.Mundhe said the portal — complaints.mahafda.in — has been modelled on global best practices, including the US FDA’s consumer complaint system.“It allows citizens to file voice- and text-based complaints in Marathi, Hindi and English, automatically routes grievances to the officer concerned and offers real-time tracking, with automatic escalation in case of delays,” Mundhe said.“The system mirrors advanced regulatory frameworks abroad, where complaints trigger instant alerts to field officers, ensuring faster enforcement action,” he added.FDA also runs a toll-free helpline (1800-222-365) for citizens who wish to file complaints offline.Mundhe also spoke about his childhood struggles and the challenges he faced as an IAS officer while addressing a packed auditorium of students seeking inspiration from the bureaucrat.“Everyone sees the person who has achieved success, but very few realise the extent of the failure, struggle and countless nights of study hidden behind that success. So, young people should be prepared to rise again after learning from failure, rather than becoming disheartened by it. Do not look only at success; look also at the failures that lie behind it,” he said.The senior civil servant also spoke about the need to create a capable, built-in mechanism within the system to ensure that it improves rather than deteriorates. “An officer holding a position today will eventually be replaced by another. Consequently, the system must not collapse simply because an individual leaves,” he said.He also cautioned citizens to be more aware of what they consume. “Citizens must not limit their attention to a product’s price and expiry date. It is essential to be informed about the ingredients, such as sugar, carbohydrates, nutrients and additives, contained in what we consume. When consumers become aware, ask questions and change their demands, it inevitably impacts the market,” he said.Mundhe further remarked that there is a very fine line between being forthright and being arrogant. “One person might appreciate such candour, while another might perceive the same trait as arrogance or rudeness,” he said, adding that having a clear stance, however, was far more important than holding one set of thoughts internally while projecting something else outwardly.
