Policy
It is the responsibility of BYU Dining Services to demonstrate due diligence in serving and protecting customers by adhering to the procedures outlined in the Recall and Complaint Policy.
Recall Procedure
External Recalls
1. In the case of a food recall from a manufacturer, the responsibility to initiate the food recall procedure lies with the Purchasing Manager, who will authorize the recall of any tainted product. In the Purchasing Manager's absence, this direction will come through the Quality Assurance Manager after consultation with the Managing Director.
2. In the case of a food recall from a franchise, the manager of the franchise should directly communicate recall information to the Quality Assurance Manager, Purchasing Manager, and Executive Chef.
3. The Quality Assurance Manager, Purchasing Manager, and Executive Chef are responsible for the implementation of the procedure for the food recall process, outlined in detail in the BYU Dining Services Internal Product Recall Plan created by the Recall Committee.
Internal Recalls
1. In the case of a food recall in one of our campus areas such as creameries, the manager of the area should directly communicate recall information to the Quality Assurance Manager, Purchasing Manager, and Executive Chef.
2. The Quality Assurance Manager, Purchasing Manager, and Executive Chef are responsible for the implementation of the procedure for the food recall process, outlined in detail in the BYU Dining Services Internal Product Recall Plan created by the Recall Committee.
Complaint Procedure
Customer complaints concerning services provided should be directed to the manager of the appropriate area, while complaints concerning products should be handled according to the BYU Dining Consumer Complaint Protocol created by the Recall Committee.
1. The responsibility to initiate the product complaint procedure lies with the manager of the location where the complaint was made.
2. Information must be gathered from the customer using the BYU Dining Services Consumer Complaint Report. The report must be submitted to diningfsqa@byu.edu.
3. The Quality Assurance Manager, Purchasing Manager, and Executive Chef are responsible for the implementation of the procedure for the remainder of the complaint process and, if necessary, the food recall process as well.
Revision History
- 1/16/25 - Policy approved by the Dining Executive Team.