Hi all
Good day!
We are a food manufacturing plant that is certified by FSSC 22000. In our plant, we classify our costumer complaints based on Quality and Food Safety incident.
For Food Safety based complaints, we consider direct contamination that may contribute physical, chemical and biological hazards regardless or not that it may (potentially) bring harm or injury to the end user. Recently, we have been challenged during audit whereby the auditor questioned on our FS complaints classification. Issues such as physical contamination (plastic wrapper, tape found in the product) or insect in the product may not bring any harm or injury to the customer.
We want to classify all hazards as food safety issues regardless of the extent or seriousness of the issue so that we are able to strengthen our control in plant. Or should we re-define the classification? How other organizations classify their FS complaints? How do FDA advice us on this classification?
Thank you for your input