Nestlé infant formula recall in UAE, MENA: New helplines, online refund, replacement launched

Dubai: Nestlé has launched new helplines, a WhatsApp service and an online claims portal for the Middle East and North Africa (MENA) region following the recall of certain infant formula products after a toxin scare.

The move comes amid some parents in the UAE raising concerns about their babies’ health.

Gulf News has received queries from worried parents seeking guidance on their children's health and safety, with some questioning whether recent illnesses in their newborns could be linked to the affected batches.

Many are anxious about potential health impacts on infants who have already consumed formula from the recalled products even as the company and authorities have assured that no illnesses have been confirmed to date in connection with the products involved.

As reported earlier, the recall affects specific batches of NAN, S-26 and Alfamino infant formula products distributed in the UAE and seven other MENA countries.

What caused the recall

The precautionary recall was triggered after Nestlé detected a quality issue with arachidonic acid (ARA) oil, an ingredient supplied by a leading external provider. Testing revealed potential contamination with cereulide, a rare bacterial toxin.

"The safety of our products and the wellbeing of infants is our highest priority," Nestlé told Gulf News in a statement.

"Following the detection of a quality issue with an ingredient provided by a leading supplier, Nestlé has undertaken testing of all arachidonic acid (ARA) oil and corresponding oil mixes used in the production of potentially impacted infant nutrition products,” it said.

Understanding the health risks

Cereulide is a substance of bacterial origin created by certain strains of the microorganism Bacillus cereus, which causes foodborne illness.

The company said that the presence of cereulide in oils is very uncommon, and the supplier is conducting a full root-cause analysis.

On Thursday, the Emirates Drug Establishment (EDE), which announced the recall in the UAE on Wednesday night, urged members of the public to report any related cases via pv@ede.gov.ae

Symptoms to watch for

Parents and caregivers should monitor their children for the following symptoms, which typically appear between 30 minutes to six hours after exposure:

• Severe or persistent vomiting

• Diarrhoea

• Unusual lethargy

“If no symptoms are displayed, there is no cause for concern of any health impact. If you have any concerns about your child's health or nutrition, we advise you to talk to your paediatrician or healthcare provider,” Nestlé stated in its guidance.

The company highlighted that regardless of whether symptoms are present, parents and caregivers should immediately discontinue use of any product included in the recall notice.

"Food safety and the wellbeing of all infants remain our top priority. We understand that this news may cause concern, and we are committed to providing clear, transparent information and support for parents and caregivers throughout this process,” it added.

New option for refund, replacement

Following the announcement of affected batch codes, Nestlé has now rolled out two options for refunds and replacements, including a dedicated online claims system and regional consumer support through WhatsApp and local call centres.

Option 1: Point of Sale – Return the affected batch to the original point of sale for a refund or replacement. Bring your original purchase invoice.

Option 2: Online Claim – Submit an online claim through Nestlé's dedicated portal. You will need to have a clear photo of your product batch number ready, which can be found at the base of the tin.

For further assistance with either option, parents can contact Nestlé's Consumer Engagement Centre through WhatsApp at +97148100000 or call their local support centre.

The toll free number of the local support centre in the UAE is +9718001161001.

Country-wise list of the support centres’ numbers and applicable charges in affected MENA countries is attached here.

Online batch checker tool

The portal also offers an online batch checker tool for caregivers to verify if the batch codes of the products in their possession are affected by the recall.

“If you have yet to confirm whether you're in possession of an affected product, please check our Batch Code Verification Tool,” it says.

The tool offers a sample image of a batch code to enable caregivers to find out the batch code on their tins and then a tab to inset the batch number and search if it is among the affected ones.

On the online portal, Nestlé has highlighted an important message: “We believe breastfeeding is the ideal nutritional start for babies and we fully support the World Health Organisation's recommendation of exclusive breastfeeding for the first six months of life. A healthy maternal nutrition is key to start and sustain breastfeeding.”

Are more products affected?

The UAE's Ministry of Climate Change and Environment (MOCCAE) on Thursday announced that it had begun testing all Nestlé milk products in the country as a precautionary measure.

However, in its statement to Gulf News, the company emphasised that only a limited volume of affected batches was distributed in the UAE.

“All identified batches have been blocked at country level in line with Nestlé's quality and food safety protocols, and the recall is being carried out in close coordination with the relevant authorities,” it said.

“All other Nestlé products and other batches of the same products that are not in the scope of this recall are safe to consume,” it added.

The batches impacted are specific and different per country. The list of products affected in MENA countries is attached below.

Parents can caregivers can visit the Nestlé MENA website to verify if their product batch is included in the recall in any of the eight impacted countries.

Nestlé said batches included in the recall represent significantly less than 0.5 per cent of the company's annual group sales, and the financial impact is not expected to be significant for the company, the company said on its website.