Some complaints will be deemed SERIOUS, and some will be STANDARD
This article we will focus on the Serious and what steps to take,
- The type of query that is SERIOUS
- Who needs to be informed
- What action to take
INCORRECT INFORMATION
| | Incorrect Information |
| Type of Query | Misinformation - Incorrect Nutritional Info
- Incorrect Ingredients
- Incorrect Allergen info
- Information not present – The label is present but missing adequate information
Discrepancies - Any information on either pack or store equipment (tablets, tills etc.) that differs from saved data on the internal system
- Dairy Free / Gluten Free /Vegan/Vegetarian/Pescatarian suitability
- Keto Diet Suitability / Fodmap Diet Suitability
|
| Inform | Master Data Team |
| Action - Who needs to know | - Use macro - Incorrect product information (side conversation)
- Assign ticket to CT team
- Email the CEC leadership team for awareness for Serious Product Complaint
|
FOREIGN BODY
| | Foreign Body |
| Type of Query | - Glass / Plastic /Metal
- Paper/Cardboard
- Rodent / Insect
- Vegetation / Stones / Pip / Shell
- Other Tablet/Capsule
- Contamination with a body that can’t be recognised
All Foreign body queries we class as serious |
| Inform | Product Integrity |
| Action - Who needs to know | - Use macro - Product Integrity (verify next step) (Side conversation
- Assign ticket to CT team - (if store-related for serious CT to notify DS & RBM and ask for timeframes when data will be returned)
- Email the CEC leadership team for awareness of Serious Product Complaint
|
QUALITY / FAULTY
| | Quality / Faulty |
| Type of Query | - Choking (Tablet to big)
- Mould – Ingested
- Electrical Fault that has led to damage or injury Inc. electrical shock
- Faulty Packaging that has led to personal injury or damage to property
|
| Inform | Product Integrity |
| Action - Who needs to know | - Use macro - Product Integrity (verify next step) (Side conversation
- Assign ticket to CT team - (if store-related for serious CT to notify DS & RBM and ask for timeframes when data will be returned)
- Email the CEC leadership team for awareness of Serious Product Complaint
|
What steps to take for a SERIOUS complaint
Adverse Reaction
