Promoting the improvement of dairy quality and safety

in the interest of the dairy industry and the consumer

statutory projects

2. Complaint Investigations

To provide and maintain a platform to be used by any person, party or stakeholder to log a complaint/s regarding food safety and compositional and metrology standards of milk and other dairy products, for possible investigation by the DSA. Based on the findings and merits of the investigation, the DSA will proceed with the investigation and facilitation of remedial action plans between the processor and or distributor and the respective government institution/s.

Project goal purpose

The project goal makes provision for the following:

  • Submittance of all formal complaints from consumers or any other persons (which include milk producers, processors, retailers and the general public) via the DSA website, electronic mail, telephonically, post or personal contact.
  • Evaluate complaints on the basis of information received in terms of the appropriate legal standards in the footnote1.
  • Plan and implement appropriate actions, such as investigating and sampling. This may include appropriate testing and evaluation of raw and or any related heat-treated milk, as well as any other dairy product in terms of legal standards.
  • Initiate remedial action when required, based on prima facie evidence, by conveying information to Project 6.
  • Communicate findings in a confidential manner as per standard operating procedure to the respective parties involved.

Planned activities and outputs


Performance Goal

Receiving of complaint/s

Maintain a consumer-friendly, easily accessible platform for consumers and/or any other persons to lodge complaint/s.

Effective handling of complaints

Assure complainants that all complaints are dealt with according to policy and procedure (confidentiality).


All complaints received, depending on the nature thereof will be considered for investigation within an allocated timeframe. All cases with prima facie evidence will be further investigated.

Corrective action

Facilitation of corrective actions with parties involved.

Reports and feedback

Summarise outcomes from complaints investigated and report on feedback received regarding corrective actions taken.

Finalisation of all complaints received within allocated time frames

An in-house investigation initiated and completed as per standard operating procedures depending on the nature of the investigation.

Effective record-keeping

Record keeping of all complaints received and subsequent actions taken as per the standard operating procedure.


1. The legal standards are determined by the following regulations issued in terms of the following acts:
    • Agricultural Product Standards Act 1990 (Act 119 of 1990), R260/2019.
    • Foodstuffs, Cosmetics and Disinfectants Act 1972 (Act 54 of 1972), Regulation 1555/1997.
    • Trade and Metrology Act, 2014 (Act 9 of 2014.


Industry Partners

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