Customer Complaint Procedure
Who sends the Customer Complaint Form to Partner contacts?
Program Coordinator
When should partners send a customer complaint form?
What temperatures should refrigerators and freezers maintain to avoid the need for immediate attention?
Refrigerators 41 degrees, Freezers 0 degrees
Who is responsible for following the Tests of Recall Traceability Procedure in the event of a recall?
SHFB Food Safety Team, Recall Committee
When should a recall question checklist be completed?
every actual recall and mock recalls
What should be included with a Customer Complaint Form?
Photos
What sections do Partners fill out?
Program site information, food complaint information details and check boxes
Where can a temperature failure happen?
Distribution Center, Transportation vehicles, off site partner location
How often must a mock recall happen?
twice annually
Who signs the recall question checklist?
person who filled out the form and manager
What is the time period partners can expect to hear back regarding a resolution?
2 Weeks
What percentage of spoilage do we minimally look for?
20%
What should monitoring staff do if a site is found non-compliant and temperature failure was a factor?
Follow up visit within 2 weeks or next distribution to confirm infraction has been remedied visually and document on compliance form.
What are the responsibilities of P&S Department during a recall?
Once receipt of Ceres item number, prepare a distribution list and notify affected partners
How many documents need to be secured for investigation?
7
Are there any other procedures to consider when following the Customer Complaint Procedure?
Non-Conforming Procedure
What options do we provide for the site to handle the food included in the complaint?
disposal, bring back to SHFB
What does the distribution center do with food if power will be off for more than 6 hours?
Ice, dry ice, or frozen gel packs can be used to keep potentially hazardous foods at 41° or below. Move refrigerated food to truck.
What are the questions does Sourcing Department use to evaluate our response to a Class 2 or Class 3 recall?
Location and area of recall, how widespread is the recall?
How do we document conversations regarding the recall?
e-mail, fax, text and verbal conversation. When verbal conversation is used, hand written notes need be taken, be as detailed as can be.
What is the process for TriForce when they receive Customer Complaints?
Investigate if complaint was due to error or process gap, determine and execute corrective actions, and log the complaint on the complaint log
How should you respond to customer complaints from partners?
Example: Thank you for contacting us regarding your recent issue with X. We take food integrity and food safety very seriously and will investigate with our team. We will contact you with a final resolution within 2 weeks. Thank you for your continued partnership.
What is the 2hour/4 hour guide?
Food held between 50°F and 60°F for less than 2 hours can be used, sold, or put back in the refrigerator to use later, food held between 50°F and 60°F for 2-4 hours can still be used or sold but can't be put back in the fridge, food held between 50°F and 60°F for 4 hours or more must be thrown away
What are the 5 components of product removal?
removal, control, and disposition of affected product, recall effectiveness, and recall termination
Where can you find the recall question checklist?
V:\Committees\Work Groups\Food Safety Committee\Recalls