Aim

To ensure that all food complaints and complaints relating to the hygiene of food premises are investigated in a fair and consistent manner in order to protect and maintain public health and consumer interests.

Review

This document will be reviewed in the event of any relevant significant changes as necessary and also on an annual basis from the date of implementation.

Corrective Actions

If the policy document is not being adhered to corrective action will be taken which may include revision of this document or staff training, as appropriate.

Policy

This policy document covers all food complaints brought to the attention of the Service. Complaints regarding hygiene standards within food premises will not be classified as food complaints but will be investigated in accordance with procedures detailed in Section 1. (Food Premises Inspection) of the ISO 9001:2000 Service Delivery Procedure QAP 5.3.

It is the Service's policy to observe the guidance contained within LACOTS Guidance on Food Complaints – Second Edition 1998 and, where appropriate, to liaise with home and/or originating authorities in accordance with the LACORS Home Authority Principle.

All food complaints should be investigated in accordance with procedures detailed in Section 2 of the  ISO 9001:2000 Service Delivery Procedure QAP5.3.

Liaison with other member states should take place with FSA(S) who are the designated liaison body in respect of Article 35 of Regulation (EC) No. 882/2004.

All trans border matters or incidents relating to outbreaks of food borne disease or food hazards should be referred to FSA(S).

Information received by the Service in respect of complaints concerning imported foodstuffs will be referred to the relevant Local Authorities when appropriate.

If the food, subject of the complaint, fails or appears to fail to meet food law requirements, then the complaint should be dealt with in accordance with the Food Safety Act Code of Practice Scotland, CHAPTER 1.7: FOOD INCIDENTS AND HAZARDS. Where the subject of the investigation is linked to an outbreak of food borne illness then investigations should be conducted in accordance with Section 2 of the ISO 9001:2000 Delivery Procedure QAP 5.3.

At the conclusion of the investigation regard will be taken of the Enforcement Policy when deciding on appropriate action. Any enforcement action taken will be proportionate with the degree of risk to the public, the severity of the complaint and the need to ensure there is not a recurrence of the complaint. If the complaint is not to be the subject of a report to the Procurator Fiscal, permission may be sought by the Service to release the name and address of the complainant to the manufacturer or retailer for whatever action they deem appropriate. The complainant will be advised of the outcome of any investigation by letter.

The identification, traceability, handling, packaging and delivery of products and samples should be conducted in accordance with Section 1 of the ISO 9001:2000 Service Delivery Procedure QAP4.

Date of Previous Review: 14/11/2006

Date of Review: 7/8/2008.