1 reply to this topic

[foodsafetyboy]

Just a quick one,

How do you respond to an alleged food safety complaint?


Regards,
FSB

[esquef]

FSB,

My response would be to have a form prepared which allows you to gather the pertinent information as quickly as possible including such items as:

- Date, time and location complaint received
- Contact info of complaintant
- Product (with Lot# if possible), quantity made/sent out, carrier, date shipped, etc.
- Nature of complaint and a decision as to the nature of the complaint (critical or non-critical)
- Determination as to whether a SAER report needs to be generated and communicated to the proper parties (ex. FDA)
- If type of accident and potential widespread effects are possible a product trace is performed
- Corrective Action plan (probable cause determined, scope of potential safety issue estimated)
- If issue is serious and widespread you recall team may decide on a voluntary product withdrawal or recall (keeping regulatory bodies in the loop
- Followup and closeout if issue is resolved
- Preventive Action plan (if appropriate)
- Final Report generated for next Management Review meeting

Hope that's of some help!
esquef