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RESPONSE TO CONSUMER COMPLAINTS ABOUT EVAPORATED MILKS

For Nestlé, maintaining the high quality of our products is our number one priority. It is important to us that our consumers have the best experience with our products. Regrettably, for some consumers of our evaporated milks, this has not been the case recently. Some found that the milk they had purchased had coagulated in the packaging. In collaboration with the Food and Drugs Authority (FDA), we investigated thoroughly, identified the root cause, and put a solution in place.

On Monday, January 10, the FDA released a statement explaining the cause and confirming that this is not a food safety issue. The statement explains that “so far, the root cause analysis indicates that the skimmed milk powder (raw material) used to produce the milk complained of has poor heat stability. This results in the denaturing of the protein leading to the coagulation of the milk. Denatured protein however poses no health risk.

Based on the above, the under-listed batches of evaporated milk are being recalled. The batch numbers are listed below and can be found printed on top of the lid of each tin. Anyone who has an IDEAL Milk product or CARNATION Tea Creamer from one of these batches can drop them off at any one of the Nestlé offices across the country and obtain a replacement. Alternatively, they can contact us for information on other ways to exchange a product from these batches.

Consumers who will return their products to any FDA office nationwide will be contacted by Nestlé for replacement.

The batch numbers which may include tins affected by the issue are:

IDEAL Milk: 12651489, 12951489, 12961489, 13001489, 13031489, 13131489, 13161489, 13171489, 13341489, 13351489

CARNATION Tea Creamer: 12901480, 12911489, 12931489, 12941489, 12951489, 12591489, 12601489, 12611489, 12651489, 13061489, 13071489, 13081489, 13091489, 13101489, 13231489

We regret very much any inconvenience caused to our consumers and to our trade partners as a result of this issue and the recall. Anyone who has a concern can contact us on our toll-free number 0800120001 (Monday to Friday from 8:00 am to 12:00 midnight and on weekends and holidays from 8:00 am to 5:00 pm). Alternatively, they can call on 0302211880 (Monday to Friday, 8:00 am to 5:00 pm) or call, WhatsApp or SMS us on 059 384 5697, 059 384 5649, and 059 384 5708 between 8:00 am to 8:00 pm. They can email [email protected] or send direct messages (DM) to @NestléCWAR on Facebook, Twitter, and Instagram or @IdealMilkGhana on Facebook and Instagram.

We appreciate the feedback we have received from consumers who have shared their concerns. We want to reassure them we are doing our utmost to ensure that the products affected are recovered and replaced as smoothly as possible. We would like to thank all concerned for their understanding.

Read the FDA statement of 10th January 2022 here: FDA Press Release

Email: [email protected]