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Food Complaint InvestigationsMarch 2014
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Complaint investigations
Why?
• To minimise current and future risks to public health and safety
• For breaches of the Food Act 1984 - selling food that is unsuitable or unsafe
Food Complaint Investigations
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Complaint investigations
When?
• Complaints that present an actual or potential health and safety risk to consumers should be investigated as a priority
• Food quality issues should be addressed with the business directly by the consumer, unless the food is deemed ‘unsuitable’ under the Act
• Consumer compensation matters between the business and consumer cannot be entered into by DH or EHO’s
Food Complaint Investigations
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Complaint investigations
How?• Be conducted professionally, applying the requirements of
the Food Act 1984 expertly, consistently and without bias to all food premises
• Good customer service - if delays in investigating advise complainant
• Investigations should be thorough and probing
• Appropriate enforcement action should be taken regarding breaches of regulations and Food Act 1984 e.g. warning letter, PIN,prosecution
• Discretely advise complainant result of investigation
• Protect the privacy of complainants while respecting the rights of food businesses
Food Complaint Investigations
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Complaint investigations
Thorough and probing
• Detailed initial assessment - validity of complaint - rule out home contamination
• Gathering good evidence – complainant’s statement, questioning, photos, testing
• Assessing food processes and procedures
• Identify source of contamination/problem
• Advise corrective action & follow up
• Has business taken all due care - due diligence
Food Complaint Investigations
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•Cockroach in heated meal - too intact to have survive cooking process so probably occurred at home
Food Complaint Investigations
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Complaint sources
• Complaints are received from various sources:
- Consumers - Local governments- Industry- Interstate health & food safety regulatory agencies- FSANZ- Australian Quarantine & Inspection Service (AQIS)- Dairy Food Safety Victoria (Victorian dairy regulator)- PrimeSafe (Victorian meat, poultry and seafood regulator)
• Determining where/who a complaint needs to be referred to is not always a simple process
Food Complaint Investigations
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Complaint referrals
• Often complaints will need to be referred to relevant councils, agencies and jurisdictions for their investigation. E.g. home state jurisdiction rule, councils and place of manufacture
• Complaints relating to premises licensed with either PrimeSafe or Dairy Food Safety Victoria are not investigated by council or DH unless they relate specifically to foodborne illness
Food Complaint Investigations
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• Larvae of meal moth in muesli
Food Complaint Investigations
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• Full cycle of meal moth showing pupae, larvae and moth
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Complaint types
• Contamination:– Physical– Chemical– Microbiological– Allergen
(deliberate contamination)
• Foodborne illness
• Food labelling
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Contamination
Food Complaint Investigations
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Complaint case study – Glass in frozen pizza• Example of a good complaint investigation
Food Complaint Investigations
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Complaint case study – Metal in dried pasta (Italy)
• Example of a poor complaint investigation
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Complaint case studies
Typical allergen complaint investigation:
• Phone call: “My son/daughter is allergic to X allergen and I know it was in product Y because my child hada reaction.”
• If the product’s ingredient list doesn’t declare this allergen then a lab analysis often needs to be performed
• Council can send the product for analysis, or DH if the business is based interstate
• Depending on analysis results, the complaint may lead to no action, interstate referral, product withdrawal, label changes, product recall or other arrangement with the business
Food Complaint Investigations
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Food Complaint Investigations
Guess what the foreign object is?
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Food Complaint Investigations
Guess what the foreign object is?
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Food Complaint Investigations
Guess what the foreign object is?
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Deliberate contamination of foods
• Investigating officers need to remain aware that some complaints may arise due to deliberate contamination of food through malicious intent
• Usually an object that normally would not enter the food during processing unless placed in the food by someone. If possible accidental then not deliberate. eg tablet in a pocket
• Examples have included syringes, sewing needles, pins, rodents, etc
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Deliberate contamination of foods
• DH must be notified of any instance where the investigating officer forms a view that it may be deliberate contamination
• DH has an agreed protocol with VicPol in which DH will pass on all information for investigation of fraud, or relevant state agencies if the business is interstate
• If VicPol pursue investigation it becomes a police investigation. Council and DH role is to assist police only if asked.
• Recently had a case where the police charged the complainant for placing syringe in can soup. Went to court- pleaded guilty to 4 charges including extortion and sentenced to 3 months jail.
Food Complaint Investigations
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Deliberate contamination of foods
Food Complaint Investigations
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Foodborne illness complaints
• Single (actual or alleged) food borne illness. The investigation is best handled by local council with the business involved
• Two or more - If a food premises is suspected of causing two or more food borne illnesses through a common source or setting it may be viewed as an ‘outbreak’, and the DH Communicable Disease Prevention & Control Unit and the applicable REHO should be notified of the issue within 24 hours
Food Complaint Investigations
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Labelling complaints
• Typical labelling complaint issues:
- Label not in English- No business address supplied- Nutritional information in incorrect format- Other Food Standards Code breach
• Food labelling complaints often arise from competitor businesses
Food Complaint Investigations
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Overview
• Most single-incident food complaints are best investigated by local council
• Always think beyond your municipality- issue may be more widespread. Distribution details are important
• Complaints concerning PrimeSafe or Dairy Food Safety Vic licensed premises are not investigated by council or DH unless they concern foodborne illness (if unsure of premises - check!)
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Overview
• When deliberate contamination of food is suspected DH must be notified
• Investigating officers are expected to act professionally and within the requirements of the Food Act 1984 at all times
• If guidance on particular complaint investigations is ever needed consult your team leader. If further help needed please call!
Food Complaint Investigations