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Communication With Customers
Allergen Control Information
Moira Howie Nutrition Manager
Guiding customers through the changes
Allergens and the ingredient list
• FIC requires the allergenic ingredients to be clearly highlighted in the ingredients list
• Many ways to do this [bold, italics, colour].
• UK retailers have agreed on bold
wheat flour becomes wheat flour
semi-skimmed milk becomes semi-skimmed milk
butter becomes butter (milk)
The allergen box
• No longer able to repeat allergens in a summary box on the back of pack
A Fresh New Look
Brands may do things differently
May contain statements not included in the regulation – YET! Barley malt extract has an exemption
Helping Our Customers
• We can’t put allergen specialists in every store
• But we can support customers to choose products for their dietary needs
• And we can be clear on communication
Pointing Customers In the Right Direction with Shelf Edge Tickets
Dedicated Ranges – Free From• Manufactured in a factory where there are
no gluten containing ingredients – checked before dispatch
• We offer a number of dietary lists free from particular allergens. These include:– Suitable for those avoiding….
• Gluten• Nuts• Milk• Soya
– Low salt– Suitable for diabetics– Suitable for vegetarians/vegans
Helping people to shop
Waitrose.com/specialdiets
•Popular lists available to download•Print at home prior to shopping
Product Information and Filters
Customers with special diets can use filters to make sure that they are only shown foods that are suitable for them
Select here
Product Information
Allergen and nutrition information for our Own Label Foods is available on Waitrose.com
FIR affects information online as well as on pack
Check That Label – Recipes Do Change
Challenges
Withdrawal & Recalls
Withdrawal • Internal communication
• Take products off sale
Recall• External communication• Take products off sale• Notify FSA • Alert 3rd Parties • Inform ‘known’ individuals • Recall notice in branch• Recall notice in press
The Important Stuff!
• Where will this information appear
• Clear product title - a picture is helpful
• Relevant Date codes
• Which customers might be affected
• What you are asking customers to do
• Contact number
• Own label vs. Brand
Helping Our Customers
• We can’t put allergen specialists in every store
• But we must be clear on communication
Branch Shelf Edge Tickets
Branded Recall
Same process BUT
Lindt customer service number
Communication Channels
Our Business Grows
• Cafes and Hospitality • Counters• On line • Waitrose Deliver
Resources
• FSA Allergy pages online and a new customer leaflet• Specific information on allergens • Trusted by customer• Relevant and up to date • Can help with awareness & training • Anaphylaxis Campaign • Other self help organisations • Coeliac UK
