Consumer Rights and Responsibilities
When you purchase goods or use a service you become a consumer. Under a United Nations agreement consumers have basic rights and responsibilities.
Safety and Hygiene
In NSW, the Food Act 2003 and the Food Regulation 2010 are the primary laws protecting the right of consumers to clean and safe food. According to these instruments:
Environmental Health officers enforce the Acts. They are permitted to inspect food premises at any time and take samples, issue warnings, reinspect, fine or close a food premise if hygiene standards are not met.
Under this legislation, food for sale must be prepared in a commercial kitchen where materials and equipment must meet standards. Most food ventures need council approval and inspection before they can operate.
Regulations also encourage food businesses to establish food safety plans know as Hazard Analysis Critical Control Points (HACCP). The plans make operators more aware and responsible in undertaking practices that prevent food poisoning.
Under the NSW Smoke Free Environment Act 2000 most enclosed public places such as restaurants and cafes are required to be smoke free. The law protects the rights of non-smokers, as passive smoking is a health risk.
Regulations require staff in hospitality to be trained in hygiene and safety, for example, correct food handling and responsible service of alcohol. Public liability insurance is also compulsory in case customers are injured or fall sick as a result of an establishment's operations.
Value for Money
While consumers know that it costs more to purchase a meal than to make a meal at home, they still have the right to receive value for money. Consumers expect fresh, high quality, nutritious ingredients and adequate, consistent portion sizes. They also expect friendly and efficient service. At restaurants, consumers often tip staff if the service or food is exceptional.
By law, food service providers must provide menus are priced and adequately described. Consumers also have the right to complain and be compensated if the food or service is poor or does not meet the promised expectations.
Food Labelling and Marketing
Food service providers are not required to label their products as extensively as food manufactures. They must, however, still inform the consumer of the main ingredients, cooking method and portion sizes of the dishes available. Some providers use photographs and displays to inform customers, while others inform them verbally.
For example:
Chicken Montrose
Grilled chicken served with a fresh tomato and basil sauce
A consumer has the right to ask if a dish has certain ingredients such as peanuts, to which they may be allergic. They may not be told that fish is barramundi, when it is in fact flake.
The food service and catering industry is very competitive. Common marketing practices employed to entice customers include media advertising, sponsorships, competitions, food deals, memberships and giveaways. Consumers are protected against false or misleading advertising under fair trading laws and there are strict guideline as to how competitions should be conducted. The consumer is responsible for reading the 'fine print' commonly used on promotional materials.
The labelling on food packages must provide information that allows the consumer to make informed choices. The Food Standards Code stipulates that a fooD label MUST include the following information:
Summary of Consumer rights
Right to safety- from hazardous products and service
Right to be informed- be given correct information
Right to choose- from a range of quality products and services at competitive prices
Right to be heard- when developing new products and services, and in government policies
Right to satisfaction of basic needs- adequate food, clothing shelter, health care, education, and sanitation
Right to redress- refund, repair or exchange for unsatisfactory products or services
Right to consumer education- to make appropriate choices
Right to healthy environment- now and in the future
Consumer Responsibilities
Chose products wisely
Chose carefully
Make use of available information
Speak out and express dissatisfaction
seek redress
Task 1
1. List 4 rights of consumers
RIght to safety
Right to redress
Right to be informed
right to choose
2. Name 2 pieces of legislation that the food service and catering industry must abide by when preparing food.
Food act 2003
Food regulation 2010
3. Describe the role of an environmental health officer
Environmental Health Officers enforce the food acts. They can inspect, reinspect, take samples, issues warnings, fine and close food premises.
4. What techniques do food service providers use to entice customers?
They use words or pictures to entice the customers. They try to provide excellent customer service and meals.
5. Write 3 headlines that could appear in newspapers regarding poor hygiene practices at food service establishments.
"Maccas Mistake"
"Saftey Standards Slip"
"CRUDE FOOD"
Safety and Hygiene
In NSW, the Food Act 2003 and the Food Regulation 2010 are the primary laws protecting the right of consumers to clean and safe food. According to these instruments:
- food has to be fit for human consumption., for example a food should not contain toxic substances or levels of bacteria that can cause food poisoning
- certain standards for foods are set, for example sausages must contain a certain percentage of meat and only certain ingredients can be used as fillers
- consumers cannot be deceived, for example juice sold as claiming to be 100% juice must not be diluted
- fairtrading is promoted, for example a food cannot be advertised with false and misleading information.
Environmental Health officers enforce the Acts. They are permitted to inspect food premises at any time and take samples, issue warnings, reinspect, fine or close a food premise if hygiene standards are not met.
Under this legislation, food for sale must be prepared in a commercial kitchen where materials and equipment must meet standards. Most food ventures need council approval and inspection before they can operate.
Regulations also encourage food businesses to establish food safety plans know as Hazard Analysis Critical Control Points (HACCP). The plans make operators more aware and responsible in undertaking practices that prevent food poisoning.
Under the NSW Smoke Free Environment Act 2000 most enclosed public places such as restaurants and cafes are required to be smoke free. The law protects the rights of non-smokers, as passive smoking is a health risk.
Regulations require staff in hospitality to be trained in hygiene and safety, for example, correct food handling and responsible service of alcohol. Public liability insurance is also compulsory in case customers are injured or fall sick as a result of an establishment's operations.
Value for Money
While consumers know that it costs more to purchase a meal than to make a meal at home, they still have the right to receive value for money. Consumers expect fresh, high quality, nutritious ingredients and adequate, consistent portion sizes. They also expect friendly and efficient service. At restaurants, consumers often tip staff if the service or food is exceptional.
By law, food service providers must provide menus are priced and adequately described. Consumers also have the right to complain and be compensated if the food or service is poor or does not meet the promised expectations.
Food Labelling and Marketing
Food service providers are not required to label their products as extensively as food manufactures. They must, however, still inform the consumer of the main ingredients, cooking method and portion sizes of the dishes available. Some providers use photographs and displays to inform customers, while others inform them verbally.
For example:
Chicken Montrose
Grilled chicken served with a fresh tomato and basil sauce
A consumer has the right to ask if a dish has certain ingredients such as peanuts, to which they may be allergic. They may not be told that fish is barramundi, when it is in fact flake.
The food service and catering industry is very competitive. Common marketing practices employed to entice customers include media advertising, sponsorships, competitions, food deals, memberships and giveaways. Consumers are protected against false or misleading advertising under fair trading laws and there are strict guideline as to how competitions should be conducted. The consumer is responsible for reading the 'fine print' commonly used on promotional materials.
The labelling on food packages must provide information that allows the consumer to make informed choices. The Food Standards Code stipulates that a fooD label MUST include the following information:
- nutritional labelling
- percentage labelling
- name and description of the food
- food recall information
- more information for allergy sufferers
- date marking
- ingredients list
- food additives
- legibility requirements
- storage requirements
- country of origin
- Labels must also tell the truth
Summary of Consumer rights
Right to safety- from hazardous products and service
Right to be informed- be given correct information
Right to choose- from a range of quality products and services at competitive prices
Right to be heard- when developing new products and services, and in government policies
Right to satisfaction of basic needs- adequate food, clothing shelter, health care, education, and sanitation
Right to redress- refund, repair or exchange for unsatisfactory products or services
Right to consumer education- to make appropriate choices
Right to healthy environment- now and in the future
Consumer Responsibilities
Chose products wisely
Chose carefully
Make use of available information
Speak out and express dissatisfaction
seek redress
Task 1
1. List 4 rights of consumers
RIght to safety
Right to redress
Right to be informed
right to choose
2. Name 2 pieces of legislation that the food service and catering industry must abide by when preparing food.
Food act 2003
Food regulation 2010
3. Describe the role of an environmental health officer
Environmental Health Officers enforce the food acts. They can inspect, reinspect, take samples, issues warnings, fine and close food premises.
4. What techniques do food service providers use to entice customers?
They use words or pictures to entice the customers. They try to provide excellent customer service and meals.
5. Write 3 headlines that could appear in newspapers regarding poor hygiene practices at food service establishments.
"Maccas Mistake"
"Saftey Standards Slip"
"CRUDE FOOD"