Mouldy, maggot-infested convenience meals spark consumer backlash

MILLIONS of people eat this company’s products, but a disturbing number of ‘isolated cases’ end up with more than they bargained for on their plates.

Mouldy convenience meals have prompted a social media backlash by SunRice customers, who have taken to the company’s Facebook page in droves to express their disgust.

MOULDY, maggot-infested rice is turning customers off SunRice convenience meals, with a stream of complaints appearing on the company’s Facebook page.

But the company insists the incidents were considered “isolated” and were resolved in line with established processes.

Newcastle’s Chris Wallis was among scores consumers to voice their revulsion on the page in recent months, after opening up a packet of jasmine rice to find black and red rice that had clearly expired.

“It stank really badly, more than I thought possible,” he told news.com.au.

“I’m definitely not going to keep buying it.”

The rice was part of a SunRice Thai red chicken curry convenience meal.

Mr Wallis said he first contacted SunRice last month, posting an image of the rice on the company’s Facebook page on June 22, then sending a private message as requested by the social media moderator.

“They sent me an email saying ‘we’re going to send you a reply paid envelope so you can send us the package’. So I emptied it out and sent the package.”

The company eventually sent him a $10 Woolworths voucher, he said.

Cooked rice is one of the most common foods implicated in cases of food poisoning as it can be infected with Bacillus cereus bacteria, which is not killed by reheating.

“Not happy and too scared to open the other sachet. Does not smell good either,” Newcastle’s Chris Wallis wrote on the SunRice Facebook page.

Mr Wallis was not the first to complain about expired SunRice products. Dozens of customers have shared images and videos on the company’s Facebook page, in posts that stretch back at least four months.

They include packets of uncooked rice with what looks like spider webs, weevils and maggots inside them, along with mouldy and festering convenience meals and pre-cooked rice, and what appear to be burnt and blackened rice crackers.

“Found this brown bug thing hanging from a web or something in two new packets I bought today,” Amanda Gunay wrote on June 5.

“Both packets contained more brown empty shell/pod and to my disgust I found the hatched worms ... Completely disgusted. Not only have you turned me off your brand, you’ve turned me off rice!”

On March 17, Chloe Nicolaci posted:

“Feeling a little sick after starting to cook dinner only to find what looks like little maggots floating on the top of my pot from a new packet of rice!”

Many of the complaints focus on what customers perceived as a slow and inadequate response.

One Facebook user claimed that SunRice had offered to send her a $3 voucher as compensation, which she found insulting.

Extra protein? Facebook user Chloe Nicolaci was unimpressed to find what she believes to be a maggot in her bag of rice.

Codie Monger wrote on May 16: “I have always bought my rice from your company, but I must say I’m absolutely disgusted. I was cooking my 10 month old dinner, and just happened to look into the rice to see a live maggot! Please everyone just check when cooking this was completely sealed before pouring into cup!”

SunRice responded to each of the Facebook complaints with a standard response apologising and encouraging customers to send a private message to be put in touch with the customer service team.

In many cases, supermarket vouchers were issued as compensation, but in Min Choi’s case this was not satisfactory:

“Thank you for taking the time to write me a letter with a gift card for the rice with the maggot. Only one problem. $5 gift card enclosed instead of the $15 mentioned in the letter. I see that the quality control extends to all departments. I had a good chuckle.”

Joshua Morgan wrote: “Disgusting ... Yes that is some maggot looking thing in the middle and two of his friends on the right among a whole lot of stringy, sticky mess! I’m really put off making my risotto now.”

SunRice’s social media representative says this mouldy rice could be the result of damage to the packaging while in transit or storage.

Kirsty Brown complained of “multiple maggots and moths in my brown rice”, while Kerri Monaghan said hers was “crawling with caterpillars”.

“How do spiders and moths get inside what should be a tamper/air tight seal?” asked Shane Bollard.

Cassandra Tucker complained that she had opened a packet of SunRice salt and balsamic vinegar rice cakes with a best before date of October 14 and “felt little things crawling on me while eating one”, took a closer look and found what appeared to be a maggot or insect.

Matthew Druce posted the below image on March 30, with the message: “Hi SunRice, a (few) weeks ago I purchased a packet of chicken satay with jasmine rice. When I opened the packet, I noticed that the rice had definitely spoiled — it had turned to a variety of shades of brown/red and had a foul smell. I checked the best before, but it was still in date. I understand that food manufacturing is tricky, especially when trying to keep cooked fresh and edible. My general experience with SunRice is normally positive ... You could say that I’m a heavy consumer of your products. What has annoyed me the most about this experience is not the spoiled food, but the lack of response I have received when I contacted your customer service a few days ago. I emailed them on the day, but I’m yet to receive a reply ... I would have expected a better response from this situation.”

That’s not extra flavouring.

The company’s social media representative replied in a comment:

“Hi Matthew. We’re disappointed to see this and we’re sorry about the delay in a response from us. We’re proud of the quality of our products — and it’s great to hear you have enjoyed it in the past. Mould can develop in different ways. Most commonly if packaging is damaged through transit or storage, oxygen can leak into the product causing mould — even through the tiniest pinhole. Nonetheless, can you please let us know your contact number via a PM so our team can get in touch with you and discuss this further? It would also speed up the process if you have the email ID you received when first inquiring. Thanks!”

The other complaints posted received similar responses from SunRice.

SunRice spokesman James Lopez told news.com.au the incidents were considered “isolated” in the context of the global operations of the company, which distributes more than 191 million packages of rice a year.

“We only receive a very small percentage of reported cases of insect infestations,” Mr Lopez said, but added the issue was common in food manufacturing.

On June 22, Facebook user Natasha Wood posted ‎on the SunRice page: “This is absolutely disgusting. The lady told me to hold onto it till someone rang me ... Well, I’m not ... It stinks!”

“These are isolated and each of which is investigated and resolved in line with established processes,” Mr Lopez said.

“This includes an integrated pest management program, rigorous hygiene processes and stock rotation; as well as working with our supply chain and customers in relation to the prevention of pests and insects.”

He said product contamination could happen at any point in the distribution chain, including while in transit or storage.

Customers can phone SunRice on 1800 255 999.

A spokeswoman for the NSW Food Authority said no official complaints had been received about SunRice products.

“Under the Food Regulation Partnership, retail premises are inspected by councils, so any complaint stemming from a retailer — be it cafe, restaurant or other retail outlet such as a shop or a supermarket — would be investigated by the relevant council,” the spokeswoman said.

“We encourage consumers with any concerns regarding food safety to make a complaint to their local council or to the NSW Food Authority.”

News.com.au has sought comment from Food Standards Australia and New Zealand.

Houston, we have a problem. We’re pretty sure that’s black rice.

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