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The Food Safety Network searches out credible, current, evidence-based information on food safety and makes it easily accessible to Canadians and the international community. Sources for food safety information include federal and provincial regulatory agencies, international organizations such as the World Health Organization (WHO) and the Food and Agriculture Organization of the United Nations (FAO), peer-reviewed scientific publications, academia, recognized experts and other respected organizations.
FSN provides comprehensive information on food safety across Canada through a toll-free telephone line and worldwide through e-mail. The FSN information team has answered thousands of questions about food safety and food related issues, using strict communication standards and procedures.
Procedure for Responding to Telephone and E-mail Inquiries:
Three approaches are used to respond to inquiries:
- Answer
- Answer + Referral
- Direct Referral
(i) Answer
Respond to all general questions relating to food safety
Evidence-based information is used to answer questions
Information used to answer questions is stored in an electronic database
If staff are unsure of the answer, arrangements will be made to contact the client at the earliest convenient time, so that staff can appropriately research the issue
(ii) Answer + Referral
Provide general information on the issue(s) in question
Referral to a previously established contact, such as a food/health professional, commodity group or manufacturer if questions asked are beyond the scope described in (i), above
If no appropriate contact is available for referral, arrangements will be made to contact the client at the earliest convenient time, so that staff may have the opportunity to locate/establish an appropriate contact for referral
(iii) Direct Referral
The request is beyond the scope of information provision described in (i), above; examples – inquiries concerning branded products, medical, pharmaceutical, dietary or nutritional advice
Referral to a previously established contact
If no appropriate contact is available for referral, arrangements will be made to contact the client at the earliest convenient time, so that staff may have the opportunity to locate/establish an appropriate contact for referral
Data Collection for Statistical Evaluation
An electronic database is used by Food Safety Network staff to record questions and answers. Data collected are primarily of a demographic nature (eg. province of caller; how they learned of the Food Safety Network; questions asked) and will be used to help identify food safety issues and trends. Callers to the toll-free telephone line are not required to provide this information. Any personal contact information collected from a caller (eg. mailing address) will be used solely for providing the caller with the information that they requested and will not be used for other purposes or provided to third parties.
Complaint and Dispute Resolution Procedures
Complaints, comments or other items of concern related solely to the toll-free telephone service should be directed to the Manager of the Food Safety Network.
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