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Communication With Customers
Allergen Control Information
Moira Howie Nutrition Manager
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Guiding customers through the changes
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Allergens and the ingredient list
• FIC requires the allergenic ingredients to be clearly highlighted in the ingredients list
• Many ways to do this [bold, italics, colour].
• UK retailers have agreed on bold
wheat flour becomes wheat flour
semi-skimmed milk becomes semi-skimmed milk
butter becomes butter (milk)
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The allergen box
• No longer able to repeat allergens in a summary box on the back of pack
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A Fresh New Look
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Brands may do things differently
May contain statements not included in the regulation – YET! Barley malt extract has an exemption
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Helping Our Customers
• We can’t put allergen specialists in every store
• But we can support customers to choose products for their dietary needs
• And we can be clear on communication
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Pointing Customers In the Right Direction with Shelf Edge Tickets
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Dedicated Ranges – Free From• Manufactured in a factory where there are
no gluten containing ingredients – checked before dispatch
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• We offer a number of dietary lists free from particular allergens. These include:– Suitable for those avoiding….
• Gluten• Nuts• Milk• Soya
– Low salt– Suitable for diabetics– Suitable for vegetarians/vegans
Helping people to shop
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Waitrose.com/specialdiets
•Popular lists available to download•Print at home prior to shopping
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Product Information and Filters
Customers with special diets can use filters to make sure that they are only shown foods that are suitable for them
Select here
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Product Information
Allergen and nutrition information for our Own Label Foods is available on Waitrose.com
FIR affects information online as well as on pack
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Check That Label – Recipes Do Change
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Challenges
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Withdrawal & Recalls
Withdrawal • Internal communication
• Take products off sale
Recall• External communication• Take products off sale• Notify FSA • Alert 3rd Parties • Inform ‘known’ individuals • Recall notice in branch• Recall notice in press
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The Important Stuff!
• Where will this information appear
• Clear product title - a picture is helpful
• Relevant Date codes
• Which customers might be affected
• What you are asking customers to do
• Contact number
• Own label vs. Brand
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Helping Our Customers
• We can’t put allergen specialists in every store
• But we must be clear on communication
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Branch Shelf Edge Tickets
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Branded Recall
Same process BUT
Lindt customer service number
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Communication Channels
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Our Business Grows
• Cafes and Hospitality • Counters• On line • Waitrose Deliver
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Resources
• FSA Allergy pages online and a new customer leaflet• Specific information on allergens • Trusted by customer• Relevant and up to date • Can help with awareness & training • Anaphylaxis Campaign • Other self help organisations • Coeliac UK