Posted 07 April 2011 - 03:17 PM
Ok, I can't explain what it can be without seeing it and knowing your process but perhaps we could go through a 20 questions thing and see if we can help your investigation.
Have you shown it to the engineers and operators?
Have you tried sending it off for identification of the plastic? Campden do this service but they ain't cheap.
Do you have sieving process? Is it actually working? (Sometimes things you think are happening aren't.)
What are your audits showing in terms of foreign bodies? Do you do black bag audits? (Can you start?)
Have you contacted suppliers? Have any of them responded very, very quickly? (Sorry, I have a suspicious mind.)
I'll have a think on to see if I can think of any more lines of investigation.
So, once you've completed the investigation, if you don't find the cause (and I urge you to because if you don't this could cause a big issue. There is obviously a linked issue here which could turn into a recall depending on the politics of your company,) we could help you think of a response. I could suggest the following but again, this does sound like b******* to a customer.
Something like:
"Thank you for contacting us and sending us the piece of foreign material. We have identified it as a piece of brown plastic 2-3 mm in size comprised of xxx plastic. We do not* use this variety of plastic in our facility. On investigation we have unable to identify the source of the plastic. Our suppliers have also been unable to identify the source of the contamination. We have audited our facility and increased the frequency of audits instigating black bag audits on a daily basis etc, etc."
* obviously only write this if it's true.
Not sure if that's any good but it's just off the top of my head.
As I said, this sounds like a withdrawal waiting to happen. I'd tread carefully and find the cause if you can because having one complaint is something you could perhaps dismiss, having several complaints the same suggests you do have a problem. Even if you don't find the exact cause, you need to work on your FSQMS because something has gone wrong.
Some pretty good advice but I'd leave out the "black bag audits" out of your customer response as they won't know what they are and will be confused.
Practical HACCP Training for Food Safety Teams - Live Webinar next Friday May 09, 2025
Also immediately available via the previous webinar recording.
Fantastic value at $97/per person, but don’t take our word for it, read the Customer Reviews here
Celebrating 15 years of IFSQN Implementation Packages:
IFSQN BRC, FSSC 22000, IFS, ISO 22000, SQF (Food, Packaging, Storage & Distribution) Implementation Packages - The Easy Way to Certification
Practical Internal Auditor Training for Food Operations - Live Webinar - Friday June 06, 2025 - Also immediately available via the previous webinar recording. Fantastic value at $97/per person, but don’t take our word for it, read the Customer Reviews here