How to Manage Food Safety Complaints

Firstly, secure the food from the customer.
Ask the customer politely about his or her food intake in the last 24 hours.
Assist your customer as much as possible, especially if medical attention is needed.
Recall the food from storage and the kitchen. Stop the food from being served further.
Freeze all operations in the kitchen until you trace the root of the problem, and if necessary, trace back from serving to storage to nip the problem in the bud.
Form a crisis management team and assign a media spokesperson for all public and media-related addresses.
Focus on solving the problem, not minimising the damage. Many companies try to deflect the issue and make it worse instead.
Once the problem is identified, correct it and find a way to prevent it from re-occurring.
Let your media spokesperson inform the public and media about the situation and assure them that preventive measures have been taken to avoid future occurrences.
Perform an audit of your processes and consider if there are any stages where food safety improvements can be implemented.

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