How to communicate with customers
When asked if a food item or dish contains an allergen, Food Handlers must respond accurately and honestly. It is vital that Food Handlers know what to do if they don't know the answer. Food Handlers must never, never guess and hope for the best.
To ensure your Food Handlers (both back- and front-of-house) can answer questions about allergens confidently, make sure they:
- have access to ingredient information (written documents if possible)
- feel comfortable asking management and other staff members about the products they offer
- have been instructed to inform customers if they cannot guarantee an allergen- or intolerance-free meal
- have been trained to inform all kitchen and service staff when an allergen-free meal is being prepared
- feel comfortable consulting the customer on how best to manage their allergy
- Consider listing information about known allergens in an obvious place for customers to see, such as a menu, chalkboard, information package or on your website. If this information is not provided up front, let your customers know where they can get it.
