Department SOP #

Division/Function Revision #
Implementation Date

Last reviewed/Update Date

Approval

Responding to a Physical Hazard or Foodborne Illness Complaint SOP in

receiving and storage of raw materials

1.0 Purpose
This procedure is to ensure all employees involved in responding to complaints will take this matter
seriously and dealt with in a prompt manner towards physical hazards or foodborne illness
complaints.
This procedure will also concern for the individual that make the complaints, which will be shown at
all times. Also, with this procedure it can prevent more foodborne illness and physical hazards from
occurring.

2.0 Scope
This procedure applies to employees that involve in responding to a complaint that includes area in
receiving and storage of all raw materials.

3.0 Procedures
1) Train employees on using the procedures in this SOP, which includes briefing courses and
activities related.
2) Get needed medical help if necessary, as appropriate (experts from clinics or medical center).
3) Inform the Food Safety Manager/Executive regarding the incident.
4) Determine if existence any foreign materials, metals, pebbles, insects, rodents, etc., other objects
(which can cause physical hazards and foodborne illness) that may be found in the area where
receiving and storage of raw materials occurs.
5) Identify and record the location, date, conditions, causes, and prevention or correction actions
available to the hazardous spot.
6) Hold the food product or processing line using the following steps:
  Physically segregate the raw materials, including any open container, leftover materials,
and items associated with raw materials (that is expected to be contaminated), and/or any
equipment or parts of equipment or storage tank or area, along the receiving raw
materials, that caused the physical hazards.
 Label these items as “Do Not Use” to distinguish from others.
4.0 CORRECTIVE ACTION
1) Record corrective action in Personnel File.
2) Restrict employees from working with or around machine or equipment or raw materials or items
that are identified to cause the physical hazard and foodborne illness.
3) Exclude the employee from the establishment if the person has jaundice; allow the
individual to return to work if he or she has a written release from a medical
practitioner.
4) Recover or repair any equipment or machines (if possible) that are identified to cause the physical
hazard. If the damaged or defects are impairable, segregate or discard the items from being
involve in the processing line.
5) Manage and handle the problem or complaint as quickly as possible, but not later than 30 days
after complaint notification has been made.
6) Complete and maintain all required documentation related to the complaint including:
 Complaint notice
 Record of how accidents, injuries, or illness occurred or suffered.
 Reimbursable costs for repairing machines or storage tank and medical cost requires.
 Records needed for the Food Safety Manager view.
5.0 SUPERVISOR RESPONSIBILITIES
1) Train employees on the procedures in this SOP.
2) Gather information from the person affected, staff involved in operating the receiving of raw
materials line that is affected, and anyone else who was involved.
3) If the employee was injured, notify to the top management.
4) Take corrective action as needed.
5) Complete the Foodborne Injury or Illness Complaint Form
6) Follow up with the complaint as necessary
7) File the Foodborne Injury or Illness Complaint Form and Production Record with HACCP
records.
8) Retrain any employee who does not follow this procedure of SOP.
6.0 VERIFICATION AND RECORD KEEPING
Supervisor will verify that employees practice good hygiene by inspecting employees daily.

Employees will record product name of discarded items and reason for corrective action taken on
Production Record. The Production Record and employee corrective action are to be kept on file for a
minimum of 5 years.

DATE IMPLEMENTED: __________________ BY: _______________________

DATE REVIEWED: _____________________ BY: _______________________

DATE REVISED: