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MH MH Presentation Transcript

  • Communication With Customers Allergen Control Information Moira Howie Nutrition Manager
  • Guiding customers through the changes
  • 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)
  • The allergen box • No longer able to repeat allergens in a summary box on the back of pack
  • A Fresh New Look
  • Brands may do things differently May contain statements not included in the regulation – YET! Barley malt extract has an exemption
  • 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
  • Pointing Customers In the Right Direction with Shelf Edge Tickets
  • Dedicated Ranges – Free From • Manufactured in a factory where there are no gluten containing ingredients – checked before dispatch
  • • 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
  • Waitrose.com/specialdiets •Popular lists available to download •Print at home prior to shopping
  • 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
  • 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
  • Check That Label – Recipes Do Change
  • Challenges
  • 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
  • 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
  • Helping Our Customers • We can’t put allergen specialists in every store • But we must be clear on communication
  • Branch Shelf Edge Tickets
  • Branded Recall Same process BUT Lindt customer service number
  • Communication Channels
  • Our Business Grows • Cafes and Hospitality • Counters • On line • Waitrose Deliver
  • 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
  • Thank you nutrition@waitrose.co.uk moira_howie@waitrose.co.uk