30 June,2026 08:27 AM IST | Mumbai | Abhitash Singh
The Rolls Nation restaurant in Kharghar, Navi Mumbai, where the FDA’s free-water directive is allegedly being flouted. Pic/Abhitash Singh
While the Maharashtra Food and Drug Administration (FDA) issued sweeping directives on June 23 mandating free drinking water for customers and strict hygiene at restaurants, a mid-day check revealed widespread violations, with several restaurants in Kharghar continuing to force customers to purchase bottled water. Compounding the issue for frustrated citizens is the FDA's official grievance redressal system. The state FDA toll-free helpline - 1800 222 365 - advertised as the primary channel for registering consumer complaints during working hours, remains perpetually busy.
On June 24, mid-day published a detailed report online highlighting the FDA's stringent new guidelines aimed at curbing malpractices across hotels and street food vendors. To verify the on-ground implementation, this correspondent visited Sector 35 in Kharghar.
During a visit to the FDA control room in Bandra East, only a single operator was seen handling calls on the consumer helpline. Asked about the average number of calls received daily, the operator said that he couldn't give the figure at the moment but admitted that the helpline receives "continuous calls" all day.
This reporter requested a few local residents to dial the FDA's helpline numbers on Monday. However, several callers were greeted with the automated message: "The subscriber you have called is busy," raising concerns over whether the helpline can handle public grievances. When the issue was brought to the notice of an FDA official, he said, "We will look into the matter at the earliest."
At the Rolls Nation restaurant, the management refused to serve regular clean drinking water; instead, compelling patrons to buy commercial bottled water. Furthermore, the establishment demanded extra money just to provide a plastic glass for a cold drink - a stark contrast to the consumer-friendly regulations touted by the authorities. When this correspondent attempted to report the violation from the spot, dialling the FDA toll-free number multiple times yielded only a busy tone. The grievance line proved to be entirely inaccessible.
Several local customers, including Abhishek Jha, Kiran Singh, Vishal Singh, and Akshay Jadhav, independently attempted to call the helpline from their respective mobile phones to flag their own complaints about local food joints. Every single caller was met with the same automated response: "The subscriber you have called is busy at this moment."
When questioned about the refusal to serve free water and the violation of the latest norms, the owner of Rolls Nation, along with Sunil Honrao, owner of Khanderaya Restaurant, claimed total ignorance. "We are not aware of the FDA's new directives. Awareness should be made about it before immediate implementation," they stated.
FDA Commissioner Tukaram Mundhe maintained that the department was doing its job. "My officers are taking meetings and issuing directives. All hotels, restaurants, and eateries are expected to implement the regulations and standards. We will take strict action against the defaulters," Mundhe asserted. However, when pressed on how citizens are supposed to report these defaulters when the official toll-free number was continuously unavailable, Mundhe defended the system, attributing the engaged tone to high traffic. "It is because of continuous calls," he stated.
