Bengaluru: It was a cold morning and all she wanted was a hot cup of coffee. But as soon as she poured the milk into a vessel, she saw a worm floating in it, much to her disgust. Dhwani Gada, a homemaker from Karthik Nagar in North Bengaluru, immediately rang up the consumer feedback helpline number printed on the milk sachet and got an official to check on the complaint immediately.

“I was shocked to see a bleeding worm in the vessel. I showed my husband the horrific sight and we immediately dialed the helpline number. We were connected to an official who said he would send someone to look into the case,” said Dhwani, who has now filed a complaint with the National Consumer Helpline website.

She had brought two packets of Thirumala milk from a local shop. One of it contained the worm. “I really didn’t want to use the other one,” she added.

The company responded to her in an hour by sending its representative to examine the milk. “He poured it back into the sachet and tied it up with a string, promising he would get back to us in two days with a lab report,” she said. But more than a week has passed and the couple is yet to get a response. Dhwani’s complaint on the website reads “the case is open,” and she has got a registration number as well.

When TOI contacted Daniel, the representative from Thirumala milk who visited the couple’s home admitted there was a foreign body in the milk. “I cannot confirm if it was a worm, it could have been a plant stem instead. We can’t ascertain this until next week till the lab report comes. I will definitely contact the customer once I have the report. This is a very rare incident,” he said.

The company will decide on the compensation only after the report is in, he said.