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Help Replying to Nut Contamination Customer Complaint


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#1 Martinblue

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Posted 14 August 2011 - 01:54 PM

Hi All,

I have received a customer complaint of finding piece of nut in one of our products. We handle nuts on site and also declare on label ‘may contain nuts’

What kind of reply shall I give to my customer?

Please suggest

Regards

Martinblue



#2 Simon

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Posted 14 August 2011 - 02:47 PM

Did you identify the root cause of the nut contamination and did you take any action to prevent it happening again. If yes that forms the basis of your reply, if not then you are looking for a creative writer.

Regards,
Simon


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#3 Martinblue

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Posted 14 August 2011 - 03:09 PM

Thanks Simon,

We have already have a system of time segregation. According this nut containing products should be produced at the end of shift but practically it is not happening due to different reasons (planning, flcautuation of orders/staff habits). Theoretically I can put a corrective action but practically not.

I will not be surprised If I get an other similar complaint.

Regards

Martiblue



#4 Dr Ajay Shah

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Posted 15 August 2011 - 12:21 PM

I think your organisation needs to plan well and also inform and train the staff on the risks of allergens so that everybody is awre of the importance of allergens. Most of the recalls we are experienceing in Australia are centerd around undeclared allergens in products.


Dr Ajay Shah.,
BSc (Hons), MSc, PhD, PGCE(FE)
Managing Director & Principal Consultant
AAS Food Technology Pty Ltd
www.aasfood.com





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