Customer Complains and Audit Forms
Customer Complains and Audit Forms
Customer Complains and Audit Forms
This procedure explains the steps you must follow for reporting, recording and resolving
customer complaints regarding food products.
Product recall
All products are made to specified standards and are sold from the premises as well as
distributed to other food premises. Therefore, a recall procedure is necessary.
The packaging/containers should have food establishment details; instructions for further use
(eg use within four hours or store below 5C and use within 24 hours); date of manufacture.
Responsibilities
It is the responsibility of the manager to ensure compliance with these procedures.
Documentation
Customer Complaint Record
Recall Log
Date: Time:
Received by:
Telephone:
Nature of complaint:
Supplier: Ingredients:
Manufacturer:
Attach copies of all records relating to product or ingredients (delivery note, temperature records,
coding checks, production times, etc)
Action taken:
Action completed:
Signed: Date:
Product: Date:
Item No Date and time Event and details Action taken or still to be
taken
Signed:
Date:
This procedure outlines how audits for the Food Safety Program are scheduled, planned,
conducted and documented.
The food safety program and premises is audited at least once every three months. The
manager may increase the number of internal audits if the result of an audit is
unsatisfactory.
An independent person conducts audits. The auditor reviews each paragraph of the food
safety program through interviews, observations of activities and reviewing records. The
auditor collects and analyses evidence that is relevant to draw a conclusion about the
program.
The auditor provides to the manager an audit report that is stored in the HACCP record file.
Verification
The manager and auditor observe the corrective action taken to confirm that the non-
conformity has been fixed. Following the check, the auditor signs the audit report to indicate
that appropriate action has take place to resolve the non-conformity.
Responsibilities
It is the responsibility of the manager to ensure compliance with these procedures.
Documentation
Corrective Action Form
Internal Audit Form
Internal Audit Action Plan Form
Includes all identified contamination incidents, returned food to supplier and other corrective actions
taken within the food production process
Pest control
19 Signs of infestation
20 Control measures