SOP19 Customer complaints and product recall

This procedure explains the steps you must follow for reporting, recording and resolving
customer complaints regarding food products.

Procedure - Reporting, recording and resolving complaints

Where an incident of food adulteration, food contamination or food poisoning is alleged, it is
immediately reported to the manager.
The manager investigates the incident by interviewing the complainant and food service staff
on duty at the time of the alleged incident.
The manger advises the complainant in writing of the results of the investigation.
If at any time the investigation reveals a broader risk to public health, the manager advises
the local regulatory authority.
The manager implements corrective action if necessary.
A Customer Complaint Record is completed. Records of all customer complaint
investigations are kept in the HACCP record file.

Product recall
All products are made to specified standards and are sold from the premises as well as
distributed to other food premises. Therefore, a recall procedure is necessary.
The packaging/containers should have food establishment details; instructions for further use
(eg use within four hours or store below 5C and use within 24 hours); date of manufacture.

Responsibilities
It is the responsibility of the manager to ensure compliance with these procedures.

Documentation
Customer Complaint Record
Recall Log

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Sample Customer Complaint Record

Date: Time:

Received by:

Complainants name and address:

Telephone:

Product subject to complaint:

Nature of complaint:

Product brought in: Yes/No Made on site: Yes/No

Supplier: Ingredients:

Manufacturer:

Attach copies of all records relating to product or ingredients (delivery note, temperature records,
coding checks, production times, etc)

Deficiency noted in records? (If yes, give details): Yes/No

Action taken:

Action completed:

Signed: Date:

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Sample Recall Log

Product: Date:

Complaint: Production date:

Item No Date and time Event and details Action taken or still to be
taken

Signed:

Date:

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SOP Internal audits

This procedure outlines how audits for the Food Safety Program are scheduled, planned,
conducted and documented.

Procedure - Audit schedule

The food safety program and premises is audited at least once every three months. The
manager may increase the number of internal audits if the result of an audit is
unsatisfactory.
An independent person conducts audits. The auditor reviews each paragraph of the food
safety program through interviews, observations of activities and reviewing records. The
auditor collects and analyses evidence that is relevant to draw a conclusion about the
program.
The auditor provides to the manager an audit report that is stored in the HACCP record file.

Dealing with non-conformities (corrective action)

The auditor provides the manager with a report of non-conformities.
When a non-conformity is identified, the auditor discusses the non-conformity with the staff
member responsible and makes sure the issues and corrective action is understood.
A major non-conformity that is likely to result in an immediate hazard to the safety of the
food product or the quality of the service is rectified without delay.
A minor non-conformity may be rectified immediately or a rectification date is allocated
following consultation with the appropriate staff. The manager is responsible for ensuring
that all non-conformities are rectified by the rectification date.

Verification
The manager and auditor observe the corrective action taken to confirm that the non-
conformity has been fixed. Following the check, the auditor signs the audit report to indicate
that appropriate action has take place to resolve the non-conformity.

Responsibilities
It is the responsibility of the manager to ensure compliance with these procedures.

Documentation
Corrective Action Form
Internal Audit Form
Internal Audit Action Plan Form

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Sample Corrective Action Form

Includes all identified contamination incidents, returned food to supplier and other corrective actions
taken within the food production process

Week commencing Verified by:....

Date Identified problem Corrective action taken Corrective action

completed

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Sample Internal Audit Form

Receipt of goods Personal hygiene

1 Storage 21 Cleanliness
2 Delivery temperatures 22 Clothing
3 Stock rotation 23 Habits
4 Unsaleable / unfit food 24 First aid
25 Hand washing basins
Temperature control 26 Staff facilities
5 Cooking temperatures
6 Probe thermometers Refuse disposal
7 Freezers 27 Internal
8 Temperature records 28 External
9 Calibration / maintenance

Cross-contamination Maintenance of premises

10 Storage 29 Delivery dock
11 Preparation/Cooking 30 Walls
31 Floors
Cleaning 32 Ceilings
12 Chemicals 33 Structure
13 Cleaning equipment 34 Lighting
14 Cleaning area / sink 35 Ventilation
15 Benches 36 Drainage
16 Walls / floors
17 Utensils
18 Equipment

Pest control
19 Signs of infestation
20 Control measures

Any other observations:

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