# Presentation: 709014

## Consumer ComplaintMonitoring System USDA Presentation for the Public Meeting on Foreign Material ContaminationSeptember 24, 2002Kimberly J. Elenberg, RN, BSNHuman Health Sciences DivisionFood 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)

## Slide 3

## 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.**

## Purpose:

**Consumer Complaint Monitoring System (CCMS) is a passive surveillance system designed to document and track all consumer complaints that are reported to the Food Safety and Inspection Service.**

## 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 of establishment district **

## Investigated Cases

**Warranted for:**
**ONE complaint of underprocessing of an RTE product**
**ONE lab confirmed illness/injury**
**ONE allergen complaint**
**TWO or more foreign material complaints**
**TWO or more of quality, economic adulteration, etc... **
**Misbranding**

## Investigated Cases (Procedure)

**ADME of complainant district notified**
**Compliance Officer (CO) will initiate investigation**
**CO will verify info and collect samples, if necessary**
**Laboratory testing, if necessary**
**ADME of establishment district notified as needed, who will contact and involve the IIC (Inspector-in-Charge), when needed**
**All information documented and flows through CCMS **
**Potential recall handled by RMD**

## Investigated Cases cont. 

**Letter to consumer with cc to ADME complainant district**
**Letter to District Manager of establishment district**
**When necessary, they follow up with establishment (HACCP and SSOP, etc., evaluated)**

## Establishment follow-up

**At times an establishment will have numerous complaints, but not all about the same product, or not about the same problem with the same product**
**Therefore, according to our SOPs we do not initiate an investigation**
**We ask the ADME to follow up with the IIC in the plant to evaluate plant processing.**

## What has CCMS found ?

**N= 1309 from 01/01/02 to 09/13/02**
**Foreign material (FM) complaints = 331**
**25% of all CCMS complaints**
**injury n = 20 or 6%**
**illness n = 24 or 7%**

## Breakdown of foreign materials (n = 331)

## Glass n = 32

- 10% of foreign material complaints
- Allegedly resulted in 4 injuries (12%) and 2 illnesses (6%)

## Metal n = 100

- Represents 30% of foreign material consumer complaints
- 5% allegedly resulting in injury
- Lacerations to tissues of mouth, gums, and throat
- Multiple broken teeth

## Plastic n = 32

- Represents 15% of foreign material complaints
- 4% allegedly resulted in illness, one case requiring surgical intervention
- 10% allegedly resulted in injury/choking
- Special concern is for young children

## Chemicals n = 3

- To date, these complaints in CCMS resulted in no injury or illness
- Complainants identified through smell, taste, and sight

## Other n = 147

- Consists primarily of wood, fingernails, and stones
- Represents 44% of foreign material complaints
- 4% allegedly resulted in injury (wood=lacerations, stones=dental)
- 12% allegedly resulted in illness (most not lab confirmed)

## Hamilton and Polter 1989Hyman 1993

- 5% of foreign material in food results in minor to serious injury

## Case Summary

- Hotline received two complaints about Italian sausage with extraneous material
- Sharp slivers of shiny plastic one measuring 1” x 1/16” x 1/16”
- Identically coded product from the same store

## Case Summary

- Alleged consumption produced Heme positive stools in a small child
- Laceration to roof of pets mouth
- IIC notified, HAACP plan reviewed
- Health Hazard Evaluation Board
- Resulted in Class 1 recall with press release

## Recalls Related to Foreign Material 1982-Present     n = 122

## Conclusions

**CCMS is one of FSIS’ tools used to help assure a safe food supply**
- Consumer complaints provide early warning to possible hazards
- Number of reports as a percentage of true incidence is possibly low; consumers are not solicited
- Data from CCMS suggests minor to severe injuries have resulted from foreign material in 6% of cases