Purpose:

To ensure an effective recall procedure throughout the supply chain by receiving, tracking, investigating, responding, record-keeping, and ongoing monitoring.

Scope:

This procedure applies to all products that include a PO# (purchase order) printed on the case.

1. Procedure Steps

  • Receiving, Identification, and Recording of Product (For Food Products):
    • Products must be inspected by the receiver for any visible damage and recorded in the database, including the reception date, date of manufacture, product common name, manufacturer name, brand, Dorfin code, UPC/GTIN number, assigned PO# (purchase order), and a detailed product description.
  • Recall Notification from the Supplier/Manufacturer (One Step Forward):
    • In the event of a product recall, the supplier will notify the purchasing department, providing a detailed description of the problem, product common name, brand, Dorfin code, UPC/GTIN number, assigned PO# (purchase order), and detailed product description.
    • Dorfin will designate a point of contact to manage recall communications.
  • Tracing Recalled Products:
    • Upon confirming recall information:
      • Search for the recalled product and PO#.
      • The warehouse manager will identify and segregate any recalled products from active inventory.
      • The customer service manager will check and confirm all distributed products and notify the customers for disposal or return via various channels, including phone, email, in-person, or through online platforms such as social media or company websites. For food products, please see Annex A.
  • Disposition of Recalled Products:
    • Follow supplier instructions for the proper disposal or return of recalled products.
    • Document and record all actions taken, including dates and quantities of products returned or disposed of.
  • Complaint Received from a Customer/Client (One Step Back):
    • Receiving, Identification, and Recording of Customer Complaint:
      • Acknowledge and document the customer complaint promptly. The complaint must be recorded in the database, including: the customer name and contact information, date of the complaint, description of the issue, Dorfin product code, UPC/GTIN number, product name, detailed description, and PO number.
      • Complaints must be categorized by type (e.g., quality issue, packaging defect, food safety concern, etc.) for better tracking and investigation please see Annex B. For all other inquiries, please use our contact form.
    • Investigation of Customer Complaint:
      • Investigate the complaint thoroughly by reviewing relevant records such as production batch, supplier details, and any previous complaints linked to the same PO number.
      • If the complaint relates to food safety or health concerns, escalate the issue immediately to the designated recall coordinator and senior management.
      • Check for any similar complaints from other customers related to the same product, batch, or PO number.
      • Verify Product Information and Respond to the Client/Customer:
        • Cross-check the product’s information, including PO#, product codes, and UPC/GTIN number in the system.
        • Contact the customer and acknowledge the complaint, detailing the actions being taken. Inform them of the investigation results, actions taken, and any steps the client must follow (e.g., returning the product, disposal, or monitoring their health if needed).
        • Ensure the customer is informed about any necessary follow-up actions or recalls if applicable.
    • Trace the Product Back:
      • Identify the supplier for the relevant product and PO number.
      • Review records for any prior issues documented.
      • Check for similar complaints from other customers related to the same PO number.
    • Notify the Supplier:
      • Inform the supplier of the customer complaint as soon as initial details are gathered.
      • Provide the supplier with all relevant information, including the nature of the complaint, the product involved, and any relevant traceability information.
      • Request feedback or guidance from the supplier regarding potential quality issues and necessary actions.
  • Notify the CFIA (For Food Products):
    • Immediately notify the CFIA recall coordinator with the following information:
      • A detailed description of the nature of the problem.
      • The food name, brand, size, and lot code(s) or other unique identifier affected.
      • Label(s) of the food in question.
      • The total quantity of food affected and the quantity distributed (i.e., left your business’s control).
      • Information on the manufacturer.
      • When the food was distributed (specific dates).
      • Details of complaints received and any reported illnesses.
      • Contact information of the staff member responsible for liaising with the CFIA.
      • The name, telephone number(s), and email address of the business’s after-hours contact.
  •  Record Keeping:
    • Maintain records of all traceability activities for 2 years, including but not limited to:
      • Date and time of trace.
      • Detailed description of the problem.
      • Details of complaints received and any reported illnesses.
      • Product name, brand, and PO number.
      • The total quantity of product affected and the quantity distributed.
      • Name of the employee who conducted the trace.
      • Any discrepancies or issues identified during the trace.
  • Review and Training:
    • Review this procedure annually or whenever changes occur in supplier practices or within Dorfin personnel.
    • Train staff on traceability and recall procedures to ensure awareness and compliance.
  • Responsibilities:
    • The designated recall coordinator is responsible for managing the recall process.
    • All employees involved in receiving, storing, distributing, and handling products must adhere to this procedure.
    • The customer service team is responsible for receiving and investigating complaints, and providing timely feedback to customers regarding the resolution of their complaints.
    • The quality control team is responsible for investigating complaints related to food safety or product defects, and escalating the issue if needed.