Recalls: Improvement in process support
At Woolworths, we are committed to ensuring the safety of our customers by efficiently and effectively removing products that could harm them through our recall process.
As a Trade Partner to Woolworths, you have a critical role when recalling one of your products. To ensure this process is seamless, we have recently undertaken a review to make it easier to navigate. We spoke with Lauren Cook, Woolworths General Manager of AFG Food Safety, Quality & Regulatory Compliance, to find out a little more about the changes.
Q. Hi Lauren! Thanks for the time. Let’s start at the start… Why are product recalls so important to get right?
Lauren: The safety of our customers and your consumers is our highest priority. Food recalls remove unsafe products from the supply chain. Products may be recalled for reasons such as contamination, undeclared allergens, labelling errors, or other safety issues.
Effective recalls protect the brand reputation of both our company and you, our Trade Partners. Failure to comply with recall regulations can result in legal penalties, fines, and increased scrutiny from regulatory agencies. A prompt, proactive, and efficient recall demonstrates a commitment to consumer safety. Mishandling a recall can cause lasting brand damage.
Q. Why did the team update the Trade Partner Withdrawal and Recall Manual (PWRM)? What did they change?
Lauren: We recognise that recalls are not a frequent activity for our Trade Partners, and that our Trade Partners are often learning the process for the first time. Managing regulatory requirements and potentially multiple retailers’ requirements can be overwhelming.
Our old processes focused on what needed to be submitted in PWRM. Based on our experience supporting Trade Partners, we have updated our processes and manuals to guide you through the entire recall process.
We hope that these changes make completing a recall a less stressful and
more efficient process for both our Trade Partners and our operations teams.
Q. What’s the one thing you want Trade Partners to know about Product Recall?
Lauren: Woolworths is a large and complex retail supply chain. To support you, and execute recalls effectively, it is critical that we have the right information at the right time. The recall process starts from the time you first engage with our Commercial Team and continues until the last product is located and isolated, which for products in transit can take weeks.
One of the biggest insights that we have had around is supporting suppliers to be able to identify how many states need to be included in the scope of the recall notification. Delivering impacted stock
into one state does not mean that the product is only in that state’s retail network. Early engagement helps ensure that you have the right information to provide to the regulators, and that we have time to plan how best to execute your instructions across our network of distribution centres, picking facilities, and stores.
How Woolworths can support you with Recalls.
If you need support to submit the recall the Woolworths team can help. As soon as you have confirmed the need for a recall with your Local Food Enforcement Agency, call your Category Manager and confirm by email. If you are unable to reach your Commercial Manager, call the Woolworths Recall Coordinator Australia on +61 85278445 (New Zealand recalls +64 27243 4315).
Inputting the recall into Partner Hub
Your team (including weekends and out-of-hours) will need the correct Partner Hub access, which means they need to be set up by your Super User as a contact. Ensure that you confirm your ranging, especially the states and territories where your product is distributed via Woolworths. You will also require this information to complete the FSANZ notification process.
Useful Trade Partner links
Updated process on the recall page in Partner Hub. Partner Hub help sheet for users to set up contacts.
How to get further support
Thank you for your support in this key process. If you need any further information or support please reach out to the recall coordinator here Withdrawal Recall.
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