Consumer Complaint Monitoring System (CCMS)消费者投诉监控系统（CCMS）.ppt

Consumer ComplaintMonitoring System USDA Presentation for the Public Meeting on Foreign Material ContaminationSeptember 24, 2002Kimberly J. Elenberg, RN, BSNHuman Health Sciences DivisionFood Safety and Inspection Service  FSIS’ Role in Protecting the Nation’s Food Supply 1906 Federal Meat Inspection 1957 Poultry Inspection Programs 1967-68 Wholesome Meat and Poultry Act 1995 Egg Products 1996 Hazard Analysis and Critical Control Point (HACCP) Consumer’s Voice 1999 OIG reviewed HACCP activities Food Safety Initiative Handling of consumer complaints Consumer Complaints FSIS uses consumer complaints to help identify unsafe meat, poultry, and egg products in commerce that may have to be removed from commerce. Definition of a Consumer Complaint Any complaint reported to FSIS that is initiated by a consumer, or on behalf of a consumer, that is related to an FSIS- inspected product Complaints are alleged by consumer Not possible to verify all complaints Intake Areas USDA Meat and Poultry Hotline Compliance and Investigation Division District Offices Office of Public Health and Science (OPHS) Labeling and Food Protection State or Local Health Departments Other Federal Agencies Examples of Complaints Complaints associated with consumption of a meat, poultry or egg product that allege: an illness an injury foreign object/material an allergic reaction underprocessing of a ready-to-eat (RTE) product misbranding economic adulteration inferior quality Examples Not Entered as Consumer Complaints School lunch program complaints Industry complaints not initiated by a consumer Retail-prepared product Product tampering/ bioterrorism Screening Consumer Complaints Determine if complaint meets criteria for inclusion If so, database search for similar cases Determine if further investigation warranted Non-investigated Cases Letter to consumer with cc to ADME of complainant district Letter to establishment of concern with cc to ADME