What do you need to know?
• You must be able to identify if the complaint is about food safety, suitability or quality.
• Customer complaints about food safety and/or suitability must be dealt with immediately.
• You must have someone responsible for dealing with customer complaints.
What do you need to do?
• Identify who is responsible for dealing with complaints:
day-to-day manager or delegated person (tick as appropriate)
Name: _____________________________________
• Identify if the complaint is about food safety, suitability or quality.
• If the complaint affects the food safety and/or suitability of a batch or individual item/dish, you must separate until proven to be safe or throw out affected food and
associated ingredients,
◦◦ check food that has been in the same area or has been prepared at the same time,
◦◦ identify where the problem started,
◦◦ fix the problem,
◦◦ take action to prevent the problem from happening again.
• Notify your verifier:
◦◦ if someone who eats your food ends up sick, or
◦◦ could end up sick if they eat your food.
What do you need to show?
• Show your verifier a record of all of the following if the complaint is about food safety or suitability:
◦◦ the contact details of the person who made the complaint,
◦◦ the date and time of the purchase,
◦◦ your food that was affected including the batch/lot ID,
◦◦ what the complaint was about,
◦◦ the cause of the problem,
◦◦ the action you took immediately and the action you took to prevent it from happening again.
