4. Communications
4.1. Responding to Foodborne Illness Complaint
Policy: All restaurant employees will respond to a complaint of a foodborne illness promptly and will show concern for the individual making the complaint.
Procedure: When a complaint is received related to a foodborne illness, employees will:
- Indicate concern for the individual and let that person know that the complaint will be referred to the restaurant manager.
- Contact the restaurant manager if she/he is onsite.
- If the restaurant manager is not on site write down the information about the complaint using the Foodborne Illness Incident Report.
The restaurant manager will:
- Talk with the individual making the complaint. Get basic information required to complete the Foodborne Illness Incident Report.
- Try to resolve the complaint in house.
- Remove all food from service. Store suspected food item in refrigerator in separated, dated container labeled “DO NOT EAT”.
- If a foodborne illness outbreak is suspected call the local Health Department to report the possibility of an outbreak and obtain assistance with the foodborne illness investigation.
- Document:
- Symptoms
- Names and phone numbers and address of customers and employees affected
- Physician’s names and phone number
4.2. Responding to Physical Hazard Found in Food
Policy: All restaurant personnel will respond to a complaint of a physical hazard found in food promptly and will show concern for the individual making the complaint.
Procedure: Employees involved in the production or service of food must observe the following procedures when a foreign object or physical hazard is found in food.
- Apologize for the inconvenience of finding a foreign object in the food.
- Determine if the foreign object did any harm to the individual, such as broke a tooth, cut, etc.
- Take the customer to the manager if there was physical harm to the customer.
- Save the object and the box/bag from which it came, if known.
- Record the manufacturer, codes, and dates listed on the box.
- Report the incident to the restaurant manager, so appropriate follow-up can be done.
The restaurant manager will:
- Gather information about the foreign object in food from the person affected, staff member preparing or serving food, and anyone else who was affected.
- Complete the Physical Hazard Incident Report.
- Follow up as necessary.
- File corrective action in the HACCP file.
4.3. Injuries
4.3.1. Customer Injuries
Policy: All restaurant personnel will respond to a complaint of an injury promptly and will show concern for the individual making the complaint.
Procedure: Employees must observe the following procedures when there is a complaint of customer injury
- Do not admit fault.
- Treat the customer or potential claimant with respect and sincerity..
- Call 911:
- if an injury is life-threatening
- if it is requested by the customer
- if medical treatment is required
If the customer does not want medical assistance, please note this on incident form.
4. Complete the Customer Incident Report.
5. Obtain a statement from the customer of what happened and provide that information in the incident report.
Do not furnish the customer with the incident report, unless the customer requests a copy of their statement. Be objective and do not include your personal opinions in the incident report.
6. Obtain names, addresses, phone numbers, email addresses, and statements of witnesses.
7. Take plenty of photos of the area around the scene. Only take photos of the area of the incident and alleged
defect of the complaint.
8. Do not discuss the incident with anyone except an investigating officer or an authorized company representative.
9. Do not furnish any information about your insurance policy except for the name of your insurer, if asked by the customer.
10. Communicate the incident to your immediate supervisor and/or owner of the business.
11. Maintain the video for the incident. Save and store video footage from the time the customer arrives
and leaves the property. This should be done as soon as possible.