Food Safety Mcdonalds
Food Safety Mcdonalds
Food Safety
Rationale
Aug - Sep 2019
Changes:
• Updated removal times for 4:1 and 3:1 (18 seconds as per Best Burger procedures)
McDonald’s Australia Limited Rationale – Aug – Sep 2019
Table of Contents
Introduction ............................................................................................................... 4
Who can complete the FSDC? ............................................................................................ 4
How to complete your FSDC ................................................................................................ 4
Monthly Food Safety Procedures Verification (FSPV) ....................................................... 4
Food Safety Verification ........................................................................................................ 5
When to complete each section ........................................................................................ 5
Corrective actions .................................................................................................................. 5
Troubleshooting Guidelines ................................................................................................... 6
Pyrometer (Bluetooth / self-stabilising) .................................................................. 6
Pyrometer temperature check ............................................................................................ 6
Required supplies at all handwash sinks and back sink (and dishwasher if used)?.... 7
Clean cloth buckets contain sanitiser solution? ................................................................ 7
McCafe ...................................................................................................................... 8
Proper types of gloves available at required stations?.................................................... 8
Refrigeration .............................................................................................................. 9
Product measured .................................................................................................................. 9
Product temperatures – McCafe ......................................................................................... 9
Milk Storage Procedures .......................................................................................... 9
Refrigerator Product Temperature 1°C to 5°C................................................................. 11
Dairy machine hopper mix temperature 1°C to 5°C ..................................................... 11
All products in code; secondary shelf lives marked/in code ....................................... 11
Freezer air temperature at or below -18°C ...................................................................... 12
Eggs ......................................................................................................................... 15
Correct egg tool used? ....................................................................................................... 15
Raw egg equipment separate from cooked egg equipment? .................................. 15
Eggs Cooked Product Internal Temperatures – Grill ....................................................... 16
Eggs Cooked Product Internal Temperatures – Antunes Egg Cooker ........................ 18
Regular Menu - Beef Internal Temperature Checks ........................................... 21
Beef Troubleshooting Guide .................................................................................. 26
Product ................................................................................................................................... 26
Equipment .............................................................................................................................. 26
Procedures ............................................................................................................................. 27
Grilled Chicken Internal Temperature Check ..................................................... 28
Grilled Chicken Troubleshooting Guide ............................................................... 31
Product ................................................................................................................................... 31
Equipment .............................................................................................................................. 31
Procedures ............................................................................................................................. 31
Regular Menu – Fried Product ............................................................................... 32
Fried chicken and Filet products ........................................................................................ 32
Fried Product Troubleshooting Guide .............................................................................. 34
Product ................................................................................................................................... 34
Equipment .............................................................................................................................. 34
Procedures ............................................................................................................................. 34
Promotional/Trial Products ..................................................................................... 34
Corrective Action Section ..................................................................................... 34
Restaurant Specific Emergency Recovery Procedures Undercooked Product
Incident (Example) ................................................................................................. 35
Restaurant Specific Emergency Recovery Procedures - Suspected Physical
(Foreign Object Incident) or Chemical Contamination Incident ...................... 36
Food Safety Completion Timeline Rationale ........................................................ 37
McDonald’s Australia Limited Rationale – Aug – Sep 2019
Introduction
The Food Safety Daily Checklist (FSDC) is used to record the daily monitoring of the Critical Control Points for
Food Safety as well as health and hygiene, using the Digital Food Safety App (DFS) / BrandM8.
It is the responsibility of every Manager/Shift Supervisor to use the FSDC and the accompanying Corrective
Action sections accurately. Only in this way can we ensure that we consistently produce high quality, safe
food for our customers and also fulfil our legal obligations.
It is the responsibility of the Shift Manager/Shift Supervisor to verify that all relevant items have been completed
accurately and with integrity, and to take responsibility for Food Safety and hygiene on that shift. Only
Managers/Shift Supervisors who are fully trained and have completed SMX can perform Food Safety checks.
Instructions for accessing BrandM8 can be found in the Digital Food Safety Managers Guide. In BrandM8, all
product tests are tracked and recorded by user for verification purposes.
Information on when and how to complete the FSPV is detailed in the Monthly Food Safety Procedures
Verification (FSPV) section.
When using BrandM8, the FSPV checklist will be available for completion by the Restaurant Manager and
above each month and should be completed on the 1st, 2nd or 3rd of each month.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
A food safety verification can also be completed by adding comments to BrandM8, printing the checklist out
and having the manager being verified sign the printed document.
To complete a verification using a paper checklist, print the current FSDC and upload to the Brand M8 website
as required.
Note: Each Manager/Shift Supervisor should continue to review the ‘Changes’ at the front of Food Safety
Rationale (Quarterly). Managers must then complete the Food Safety Verification in BrandM8 and digitally sign
the changes page to verify their understanding of any changes to the procedures for completing Food Safety.
BrandM8 prompts the logged in user to review the changes page when it is updated.
The Food Safety verification can be used in any of the following ways;
• To verify the initial training of a Manager/Shift Supervisor on Food Safety.
• To re-verify a Manager/Shift Supervisor as a refresher.
• To re-verify a Manager/Shift Supervisor if they are found not to be completing Food Safety correctly.
To re-verify the Management Team if there are significant changes to the completion of Food Safety (e.g. the
introduction of a new product such as Wagyu Beef).
Check the main freezer and refrigerator temperatures as soon as possible. Check product dates and rotation.
Ensure that any stock that is past its expiry date is discarded immediately and recorded as waste. Any
portable or freestanding refrigeration units such as counter-top and McCafé refrigeration and any
refrigeration units that have been turned off overnight should be checked before any food product is held in
the unit.
The platen integrity stickers located above each platen must be updated during food safety completion to
identify to Crew which products have been verified and can be cooked on each platen.
24 hour restaurants
Note: 24 hour restaurants can complete Food Safety checks on the Overnight shift. It is the responsibility of the
Transition Manager/Shift Supervisor to ensure these checks have been completed correctly.
Product temperature checks after grill close: Restaurants must complete integrity checks on all grills after
performing grill close and daily grill cleaning requirements. Product cooked on the re-opened grill must not be
served until integrity checks have been completed.
Before grill close is started: the restaurant must complete integrity checks on the platens still in use (on the 2nd
grill) for any products that have not already been verified during that 24 hour period (e.g. if the 2nd grill has no
platens where 4:1 meat has been verified during the last 24 hours, then any platens where 4:1 patties are to be
cooked would need to be completed). The 2nd grill must have every grilled product verified on at least one
platen.
Corrective actions
If any reading or check is out of the correct range, capture corrective actions in BrandM8, referring to the
relevant section of this rationale, equipment manual or PM Card if necessary. It is imperative that any
discrepancy from the expected range is correctly documented and that the action taken is recorded in the
corresponding ‘Corrective Action’ sections of the FSDC.
In BrandM8, corrective actions can be selected when there is a discrepancy from the expected range. These
corrective actions will appear on the FSDC. Additional comments can be added as required.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
Troubleshooting Guidelines
Troubleshooting guidelines are given throughout the rationale and BrandM8. If any checks fall outside the
acceptable criteria, product must be discarded and corrective action must be taken as soon as possible to
correct the deficiency.
Under no circumstances may undercooked beef, egg, fish or chicken products be served.
Note: The self-stabilising function can only be used for temperatures ranging from 49°C to 99°C, therefore do
not select the self-stabilising mode for fryer, refrigeration, dairy machine or freezer checks.
When using BrandM8 and a blue tooth probe the temperatures will stabilise automatically. This is indicated by
a colour change in the temp from green to grey on the device screen.
How to test the pyrometer (probe thermometer) to make sure it is in good working order:
1. Fill a hot beverage cup with ice. Add cold water (from the drink tower/ABS) up to the top of the ice,
Example: Fill water to rim
Ice
HAZARD: The needle probe is a sharp piece of equipment and care must be taken when
using this piece of equipment. Care must be taken when probing product and when
sanitising the needle probe.
Once the needle probe is no longer required, store in a closed case/container in a
designated area in the managers, never store the needle probe above equipment.
TIPS
1. Keep all probes in working order.
2. Always have an extra battery, needle probe and pyrometer available.
3. If spare pyrometer is required, calibrate prior to use.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
NOTE: If the restaurant does not have Crew restrooms, the customer restrooms must also utilise AMH.
• 3 compartment sink that is functioning properly
• The washing and sanitising compartments can hold water
• Sanitiser solution should be changed every 2 hours
• All cleaning supplies such as non-scratch pads, brushes and back sink solid sense chemicals are available.
• Ensure there are adequate supplies of dishwasher detergent and solid sense unit chemicals (back sink
chemicals).
• Check that the feed tubes are submerged fully into the liquid and in the correct bottles. Ensure chemical
tags are attached to the chemical tubes (Detergent – Blue tag).
TIPS
• Keep replacement supplies for the hand washing sinks and 3 compartment
sink in a location that is easily and readily accessible to all Crew (away
from food, food packaging and equipment).
• Ensure hand sink is not obstructed and can be accessed by all Crew and
Managers/Shift Supervisors.
• Keep an adequate inventory of hand washing and other
cleaning/sanitising supplies to ensure the restaurant will never be out of
stock.
• Repair or replace broken dispensers and hand dryers as soon as possible.
• Repair broken or clogged valves, insufficient pressure or incorrect water
temperature problems as soon as possible - if issue identified requires repair
time, arrange for alternate hand washing arrangements. E.g. Use 2nd sink in
washroom for Crew hand washing, place signage clearly identifying
alternative hand washing sink, record corrective action in BrandM8.
• If the water is only cold at the hand washing sink you must adjust your
mixing valve or call a service technician to ensure warm water is available.
• Know where the water shut-off is in your restaurant.
• Use wash and sanitise labels on the washroom sinks, these may not be at
the same level as the sinks may vary in size).
• Ensure Crew members that work at the 3 compartment sink are properly
trained on cleaning and sanitising procedures for all equipment and
utensils. Ensure all equipment is being sanitised at least once per day, or
more frequently as required.
• The washroom and sink compartments need to be kept clean (CAYG).
McCafe
• For stainless steel McCafé cloth buckets, fill the empty, clean cloth bucket with 4.75ltrs of lukewarm water
(approximately 3/4 full) before mixing in ½ a packet of Sanitiser.
• Add clean cloths after Sanitiser solution has been diluted.
• Ensure yellow striped cloth, green striped cloth and pink striped cloths are available and that they are
being used in the area they have been designated for.
Check to make sure Crew stationed in the grill area are consistently wearing blue gloves when removing raw
sausage, raw uncoated chicken fillets, meat patties from the grill side freezer and other storage locations and
placing them on the grill, or to crack and dispense eggs into egg cooking ring. Blue gloves must be worn
when handling the following products:
Check also to make sure Crew remove blue gloves after touching these products and before touching trays,
utensils (with the exception of the yellow tweezers used for raw eggs), equipment or cooked products. This
procedure is necessary to prevent the cross contamination from raw to cooked products.
Blue gloves are not required for pre-cooked products such as bacon. Clear gloves must also be worn at all
times when preparing food.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
Refrigeration
Product measured
• Randomly select a product that is packaged in plastic (red onion, shredded lettuce) that has been in
the refrigerator for at least 45 minutes and record which product is being measured on FSDC or the
Digital Food Safety app.
• The ‘milk storage fridge’ procedure can be used for checking the temperature of the walk-in and reach-in
fridges if milk is being held in these fridges.
• Ensure fridge has been turned ON for a minimum of 45 minutes prior to reading temperature.
• Select a product that has been in the refrigerator unit for more than 45 minutes.
Make sure the door of the unit has not been opened recently (e.g. after a delivery) and refrigerator unit is
not in a defrost cycle (because readings may be artificially high).
Note: This fridge should be labelled to ensure that no food, drinks delivered
chilled or dairy products are stored in these fridges.
Milk Temperature
• Measure the product temperature by inserting the sanitised needle
probe into the top of the milk after unscrewing the bottle or pronto milk
container ensuring the tip of the probe is covered by milk (as shown).
Hold the probe in place until readout in BrandM8 stabilises.
Note: The milk temperature should be taken as soon as the bottle is removed from
the fridge and the lid is removed. The pronto milk container must remain in the
machine whilst the temperature is recorded.
TIPS
Product:
1. Check the product for visual characteristics of temperature abuse.
2. Ensure the flavoured syrup has been in the refrigerator of the BIM/ BIC for at least 45
minutes before taking temperature.
Equipment:
1. Ensure the BIM / BIC machine has been switched on for a minimum of 45 minutes.
2. Ensure required maintenance, cleaning and calibration is performed on the
refrigeration unit as scheduled.
3. Ensure door seals are in good repair and fitted correctly.
Procedures:
1. Ensure pyrometer (probe thermometer) has been calibrated correctly.
2. Ensure that the bag is wrapped around the needle probe without inserting into the
connector or puncturing the bag
3. Ensure the BIM / BIC refrigerator door is kept fully closed at all times.
4. Product is never left out at room temperature.
Refrigerated Rail / 3IP Fridge (if used)
1. If the unit has ice build up on it, it will not meet correct operating temperatures
2. If ice exists between the probe and the rail, apply slight pressure and move probe
side to side to remove frost and ice under the probe
McDonald’s Australia Limited Rationale – Aug – Sep 2019
TIPS
• Never leave the door open between uses.
• Ensure required maintenance, cleaning and calibration is performed on all refrigeration units
as scheduled.
• Ensure door seals are in good repair and fitted correctly.
• Ensure doors close properly and automatic door closer is working
• Keep internally mounted thermometers away from doors and not in the direct air flow of the
evaporator (Approved thermometer is a 50mm capillary Spring Dial Thermometer).
• Ensure plastic strip air curtains are fitted, clean and in good condition.
• The mix must have been in the hopper for a minimum of one hour before measuring the temperature.
• Place the sanitised needle probe into the mix being held in the mix hopper and stir until the readout
stabilises.
• Record the measured temperatures on the checklist.
• Repeat these steps for all operating dairy machines.
• If mix temperature is above 5°C, troubleshoot to find out cause of problem and select corrective actions
in Brand M8.
All products in code; secondary shelf lives marked/in code
1. For each refrigeration unit, spot check use by or best before dates and proper rotation.
2. Check secondary shelf lives
3. Check to ensure that secondary shelf lives (e.g. ready to heat hotcakes or opened bags of produce) are
being coded and followed
4. Discard any out-of-date products, or products with no discard time. Take appropriate corrective action to
ensure proper rotation and adherence to shelf lives for all food products.
TIPS
• Prior to placing a new secondary timer on an empty container / cambro ensure all previous
timer stickers that are not in use are removed.
• Ensure Crew are trained on the importance of never using products that are past their use
thru/use by date and secondary shelf life.
• ‘Use Thru, Use By and Best Before’ – ALL mean the product can be used through to midnight on
the date marked on the product.
• Keep oldest use thru/use by date products in front - check daily - FIFO (First In First Out).
• Ensure the system used to monitor shelf life is being utilised in the restaurant.
• Rotate product before each delivery so that delivered products can be placed behind older
products easily.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
TIPS
• Train Crew on delivery acceptance procedures.
• Ensure delivery temperature records are recorded in BrandM8 after each delivery.
• Never turn the freezer off when accepting deliveries.
• Never leave the door open between uses.
• Ensure required maintenance is performed on all freezer units.
• Ensure door seals are in good condition and fitted correctly.
• Ensure doors fit properly and automatic door closer is working properly.
• Keep internally mounted thermometers away from doors and not in the direct air flow of the
evaporator (Approved thermometer is a 50mm capillary Spring Dial Thermometer).
• Ensure plastic strip curtains are fitted and in good condition.
When using a blue tooth pyrometer it takes two people to complete temperature checks accurately: One
person will be required to cook the product and the manager (who has been trained and verified in
completing the beef internal temperature checks) to measure and record the temperatures in BrandM8.
NOTE: Using the manual mode to enter temperatures when probing is unacceptable. In BrandM8 the
temperatures will stabilise automatically.
Grill cook time starting points (below) should be used when completing sausage integrity checks on a grill for
the first time (i.e. new grill), after completion of an annual grill certification, or after completion of grill PM tasks.
Please note: If both the Food Safety and Quality Standards are met, the grill cook time can be below or above
the recommended cook time starting point for sausage.
Follow these steps to complete the Food Safety and Quality checks on all the assigned grills for Sausage
Patties.
1. Sanitise Probe
McDonald’s Australia Limited Rationale – Aug – Sep 2019
2. Cook a full run of patties (4 corner patties to be probed are highlighted in grey below).
3. Remove patties
Remove the patties from the grill in stacks to a clean UHC tray. Patties must be removed in their target removal
time of 18 seconds.
3 Platen Grill
Remove in stacks of 4 Probe patties 1, 4, 5, 8
4. Probe the 4 corner patties in the stacks as soon as all patties have been removed from the grill
Probe the first corner patty at the top of the stack. Take one temperature in the centre of the patty.
In BrandM8 the temperature will appear on the app once it has stabilised. Move the probe into the next patty
to be tested and press the capture button to record the temperature.
• For sausage patties, it is mandatory that the temperatures be measured immediately after all patties are
removed from grill because patties begin to cool as soon as they are pulled. Therefore one person MUST
remove the patties so that the Manager can probe patties immediately after the last patty is removed
from the grill.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
5. Evaluate the internal temperatures and take corrective action if necessary
• Check to see if all four internal temperatures are at or above 69°C and meet the Food Safety Standard.
• If temperatures are all at or above 69°C place the product in the UHC and activate the UHC timer.
• If any patty has an internal temperature below 69°C, discard entire run. Sanitise the probe. (Troubleshoot
following the Beef Troubleshooting Guide). If everything is in order, increase cooking time in one second
increments and repeat check on another run of patties to verify internal temperatures meet the Food
Safety Standard. Select corrective actions in BrandM8.
• If the Food Safety Standard is met, check to see if temperatures meet the Quality Standard. This requires
that lowest measured temperature is between 69°C and 74°C.
• Review the temperatures on the summary screen in BrandM8 for actions required.
• If the lowest temperature is above 74°C, this is unacceptable from a quality perspective. This run MUST be
discarded. Troubleshoot to make sure procedures are being followed and grill is at correct temperature
settings. If everything is in order, decrease cooking time in one second increments and repeat check on
another run of patties to verify internal temperatures meet the Quality Standard.
• Select corrective actions in BrandM8 and complete additional retests as required.
Important:
• External colour and puddling juices should not be used as indicators of proper cooking.
• Managers/Shift Supervisors must record that the Sausage patties have been verified on the ‘integrity
check sticker’ above each platen. This will enable Crew to easily identify which platen they can use for
what product.
• In BrandM8, the temperature will appear once it has stabilised. Move the needle probe into the next
patty being tested and Press the capture button.
• Never cook more than a full run of 8 sausage patties.
• Number each platen on your grill (as shown)
• In Brand M8, a retest is automatically generated if there is a discrepancy from the expected range.
• The cook time can be below or above the recommended cook time starting point if Quality and Food
Safety standards are not met.
Eggs
Correct egg tool used?
Using the appropriate egg tool is necessary to prevent cross contamination from raw to cooked eggs:
Yellow Tweezers – used for raw eggs
White Hutzler – used for cooked eggs
• Both the Yellow Tweezers and White Hutzler Spatula should be available at grill area.
• Immediately after cracking eggs, use the Yellow Tweezers to break yolks (even if the yolk is already
broken)
• White Hutzler Spatula and meat spatula or super spatula are used to handle cooked eggs.
TIPS
• Keep spare White Hutzler Spatulas and Yellow Tweezers in the restaurant at all times.
• Ensure Crew are trained to use Yellow Tweezers and White Hutzler Spatulas.
• Have a spare set of utensils and rotate every 2 hours.
• Ensure the raw egg on the Yellow Tweezers does not contaminate any cooked egg utensil.
• Cracked egg shells / empty egg shells must be discarded
When using a blue tooth probe, it takes two people to complete temperature checks accurately: One will be
required to cook the product and the Manager (who has been trained and verified in completing the internal
temperature checks) to measure and record the temperatures in BrandM8.
Grill cook time starting points below should be used when completing egg integrity checks on a grill for the first
time (i.e. new grill), after completion of an annual grill certification, or after completion of grill PM tasks.
Reduced run size Food Safety Verification: If a minimum run size (less than a full run of eggs) is used to
complete Food Safety you must not cook more eggs than this number that has been verified. Ensure that
platen integrity stickers reflect the actual run size verified.
• In Digital Food Safety follow the checklist steps on the app to complete the egg internal temperature
checks. These Digital Food Safety Procedures are applicable to all internal temperature checks for eggs
completed as per the Food Safety Daily Plan
Follow these steps to complete the Food Safety and Quality checks on all the platens assigned to cook Eggs.
1. Sanitise Probe
McDonald’s Australia Limited Rationale – Aug – Sep 2019
2. Cook a run of Eggs (4 corner eggs to be probed are highlighted in grey below).
Cook a full run of round eggs and record run size (eg. 8) on the FSDC.
3. Remove eggs
Remove the eggs from the grill in the same sequence they were layed to a clean UHC tray. Eggs must be
removed in their target removal times – 30 seconds.
If minimum run size is less than 4 all egg temperatures should be recorded. Follow the checklist steps in
BrandM8 to complete the egg internal temperature check.
In BrandM8, the temperature will appear once it has stabilised. Press the capture button to record the
temperature once the probe is in the next product to be tested.
5. For eggs, it is mandatory that the temperatures be measured immediately after all eggs are removed from
grill because eggs begin to cool as soon as they are removed. Therefore, the person who does not
remove the eggs measures the internal temperatures. Evaluate the internal temperatures and take
corrective action if necessary
• Review the temperature summary page in BrandM8 to see if all four internal temperatures are at or above
71°C and meet the Food Safety Standard.
• If any egg has an internal temperature below 71°C, discard entire run. Sanitise the probe. Troubleshoot to
make sure the correct procedures are being followed and that the grill is at the correct temperature. If
everything is in order, increase cooking time in one second increments and repeat check on another run of
eggs to verify internal temperatures meet the Food Safety Standard. Document corrective actions in the
“Corrective Action” section of the Checklist.
• If the Food Safety Standard is met, check to see if product meets the Quality Standard. This requires egg
yolks to be slightly gelled and not runny.
• If the Food Safety Standard is not met, do not proceed with the Quality Standard question. That question
can be left blank on the checklist.
• In Digital Food Safety follow the checklist steps and review the temperature summary page on the app to
complete the test and take corrective action if necessary.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
6. Evaluate Quality - Egg yolks slightly gelled and not runny?
If the Food Safety standard is met, select the corner egg with the highest internal temperature.
Using a White Hutzler Spatula or meat spatula split the egg in half and examine the yolk.
If yolk is gelled and not runny Circle Y on the FSDC for ‘Gelled Yolks’. Discard any eggs that have been cut in
half.
If the tested egg yolk is runny or shows any signs of undercooking, Circle N on the FSDC for ‘Gelled Yolks’ and
immediately discard the entire run of eggs.
Clean and sanitise the UHC tray and spatula used. Troubleshoot to make sure the proper procedures are
being followed and that the grill is at the correct temperature. If everything is in order the cooking time may
need to be increased. Cook another full run of eggs to verify that all the temperatures meet the Food Safety
standard. If the yolk is completely solid rather than gelled the egg is overcooked and does not meet the
quality standard. Troubleshoot to make sure the proper procedures are being followed and that the grill is at
the correct temperature.
When using BrandM8 it takes two people to complete temperature checks accurately: One will be required to
cook the product and the Manager (who has been trained and verified in completing the internal
temperature checks) to measure and record the temperatures in BrandM8. Do not enter temperatures
manually in the app.
Before you test
• Ensure the egg cooker is switched to the correct egg setting and has been left to preheat for
approximately 20-30 minutes with the egg rack and cover in the down position.
• Ensure correct product is selected for the correct cook time (Round eggs from 2’30)
Note: The ready indicator light will flash while the unit is heating up and will stay on after it reaches operating
temperature.
Cook time:
Round egg – 2 minutes 30 seconds (150 seconds)
Reduced run size Food Safety Verification: If a minimum run size (less than a full run of eggs) is used to
complete Food Safety Verification you must not cook more than the number of eggs that has been verified.
Ensure that platen integrity stickers reflect the actual run size verified.
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The following information will be captured in BrandM8:
• Time completed
• Platen number / Egg Cooker
• Cook time, temperature settings and tool set up are correct
• Lowest measured temperature from checks on 4 corner (outer) eggs
• All temperatures (minimum above 71°)
• Quality standard (gelled yolk)
If minimum run size is less than 4 all egg temperatures should be recorded. In BrandM8 follow the checklist
steps to complete the internal temperature checks.
Follow these steps to complete the Food Safety and Quality checks on all egg cookers.
1. Sanitise Probe
2. Cook a full run of Round Eggs (4 corner eggs to be probed are highlighted in black below).
Cook a full run of round eggs and record run size (12 for egg cooker) in BrandM8.
3. Remove eggs
Remove the eggs from the egg cooker in the same sequence they were layed to a clean UHC tray. Eggs must
be removed in their target removal times – 30 seconds. Follow the checklist steps in BrandM8 to complete the
egg internal temperature check.
• For eggs, it is mandatory that the temperatures be measured immediately after all eggs are removed from
the egg cooker because eggs begin to cool as soon as they are removed. Therefore, one person MUST
remove the eggs so that the Manager can measure the internal temperatures immediately.
• In BrandM8, the temperature colour will change from green to grey in BrandM8 once it has stabilised.
Remove the probe from the first product and place into second product, then press the capture button
in the second product to capture the temperature.
If yolk is gelled and not runny select Y in BrandM8 for ‘Gelled Yolks’. Discard any eggs that have been cut in
half.
If the tested egg yolk is runny or shows any signs of undercooking, select N In BrandM8 for ‘Gelled Yolks’ and
immediately discard the entire run of eggs. Clean and sanitise the UHC tray, probe and spatula used.
Restaurants with a 2018 New Garland Grill (with large screen display) should request gap settings and cook
times from Equipment.
Follow these steps to complete the check on each product from all sections of grill that are being used to
cook each type of product.
This is a critical component of food safety for 2 and 3 platen grills to ensure all crew and managers are
aware of which products have been verified to be served from each of the platens. Stickers must be
updated during food safety completion.
Cook time from previous beef integrity check should be used as a starting point.
Grill cook time starting points (below) should be used when completing beef integrity checks on a grill for the
first time (i.e. new grill), after completion of an annual grill certification, or after completion of grill PM tasks
(e.g. grill recovery).
Please note: If both the Food Safety and Quality standards are met, the grill cook time can be below or above
the cook time starting point for beef products ONLY.
When testing a run of 4:1 & 3:1, please follow the principles below.
In BrandM8 follow the checklist steps on the app to complete the beef internal temperature checks. The
required checks in the app are generated based on the Food Safety Daily Plan on the Brand M8 website.
NOTE: If the internal temperature check for 3:1 or 4:1 is verified using the minimum run size (2/3 patties) you
cannot cook more than the verified amount of patties on that platen. If it is necessary to cook more than the
verified amount, an internal temperature check using the maximum run size of 4 patties must be completed
on that platen, verified and recorded in BrandM8 using additional checklists.
Failure to do so will be considered a critical Food Safety breach. If product from the maximum run size is
verified, a reduced or minimum run size of 3 or 2 can be used without repeating the internal temperature
check.
Follow the steps in BrandM8 to complete the Beef Integrity check. Select any corrective actions in BrandM8 as
required.
Follow these steps to complete the Food Safety and Quality checks on all the assigned grills for Regular Menu
Beef Products.
1. Sanitise Probe
2. Cook a full run of patties (4 corner patties to be probed are numbered below:
McDonald’s Australia Limited Rationale – Aug – Sep 2019
4:1/3:1 Beef
When completing Food Safety on 4:1 & 3:1 beef, restaurants can nominate their maximum run size (2,3 or 4).
This run size should then be recorded on the Food Safety Integrity Sticker so that Production Crew are aware of
the maximum amount of patties they are allowed to cook throughout the day on each platen.
The Manager completing Food Safety must remove all 4:1 & 3:1 beef patties from the grill and wipe the grill
spatula prior to measuring the internal temperatures of the patties.
The Quality range for 4:1 & 3:1 beef is 69°C – 77.9°C.
10:1 beef patties must be seasoned with 86:14 seasoning, however, reg onions must not be placed on the
patties during food safety. Once patties have been probed and verified, onions can be added as required
prior to placing the patties in a clean UHC tray. Remove 10:1 beef patties in stacks of 4 then 2 at a time.
3:1 Angus patties must be seasoned with combined Angus seasoning and 4:1 must be seasoned with 86:14
seasoning prior to removal from the grill. 4:1 and 3:1 patties must be single stacked in the UHC tray for food
safety. Removal times are 18 seconds for 4:1and 3:1 Angus.
• For 10:1 patties, it is mandatory that the temperatures be measured immediately after all patties are
removed from grill. Patties begin to cool as soon as they are pulled, therefore one person MUST remove
the patties so that the Manager can measure the internal temperatures immediately.
• For 4:1 patties and 3:1 Angus. The Manager/Shift Supervisor must lay and remove patties. After removing
the last patty, the Manager/Shift Supervisor must wipe and replace the grill spatula before taking internal
McDonald’s Australia Limited Rationale – Aug – Sep 2019
temperature checks. The Manager/Shift Supervisor then picks-up the pyrometer and probes the first corner
patty removed.
• In BrandM8, the temperature will appear on the app once it has stabilised, this is indicated by a colour
change in the temp from green to grey. Move the probe into the second patty to be tested and press the
capture button to record the temperature. Repeat for all patties.
2 platen grill
Maximum run size of 6 for 10:1 Maximum run size of
4 for 4:1 & 3:1 Angus
3 platen grill
Maximum run size of 6 for 10:1 Maximum run size of 4
for 4:1& 3:1 Angus
Note: Self stabilising Bluetooth pyrometer must always be used, manual temperatures must not be entered.
When a run of product for Food Safety fails to fulfil the necessary criteria for Food Safety and/or Quality,
BrandM8 will prompt the Manager to complete a retest.
If that retest also fails the necessary criteria for Food Safety and/or Quality, BrandM8 will provide the Manager
two options:
1. To review troubleshooting steps: Product, Equipment & Procedures
(P.E.P.).
- If this option is selected, the Manager will be required to
troubleshoot and complete another retest using the same
parameters (cook time etc.).
OR
2. To review the cook time adjustment recommendation.
- If this option is selected, BrandM8 will then provide a
recommendation on how many seconds the cook time
should be increased or decreased on the grill e.g.
“Based on the temperatures recorded, it is recommended that you “DECREASE” your Cook Time for the retest
by 3 SECOND(s).”
It is imperative that all Managers are familiar with how to change the cook
time on your restaurant’s type of grill(s).
They should refer to the Equipment Operating Manuals on metime for
instructions if required.
The manager completing food safety must make the changes to the grill
cook time. Review the temperature summary page in BrandM8 to
complete the test and take corrective action if necessary.
• PRODUCT
• EQUIPMENT
• PROCEDURES
Or PEP
Product
For any handling of raw/frozen 10:1, 4:1, 3:1 Angus or sausage patties, blue disposable gloves must be worn
e.g. opening new boxes of meat, stocktaking. Once raw/frozen meat is handled the blue glove must be
discarded.
The Delivery Acceptance Procedures should be followed as outlined in the rationale on metime to minimise
the risk of contamination.
Equipment
• Are all sections of the grill turned on?
• Is the grill calibrated correctly? (Check calibration using appropriate PM Card).
• Is the platen release sheet free from carbon build-up? (Wipe every 15 minutes).
• Ensure that all grill minimums are in place i.e. lock backs in place, temp settings correct, grill on for at
least 30 minutes, (Models 11/12/15 only). Is the front steam deflector panel in place correctly (flush
against the front of the top platen), so that excessive steam/heat is not lost in this area?
• Check your grill-side freezers.
i) Have they been given at least 45 minutes to attain correct temperature before meat is
placed in them?
ii) Is grill-side freezer lid kept in place to retain temperature?
iii) Is grill-side freezer temperature a minimum of -12ºC?
iv) Is the door on the grill-side freezer kept in the closed position
McDonald’s Australia Limited Rationale – Aug – Sep 2019
v) Is the gasket on the grill-side freezer door in good condition?
• Check for excessive carbon build-up around upper platen. Grills should be cleaned thoroughly using Hi-
temp cleaner, a grill tool and non-scratch pad during daily closing
• Maintain the lower platen – onions left on the grill burn and create build up. Scrape, Squeegee and
Standby after every run. Excessive carbon on the lower platen may impact food safety and food
quality.
• Ensure Teflon’s are rotated on a daily basis after completing daily grill close
• Ensure Teflon’s are replaced when worn - every 8-12 days as a guide (do not use Teflon’s that have tears
or holes)
• Is the scraper blade sharpener in good working condition?
• Are spatulas and grill scrapers in good condition and sharpened at least 5 times a day? (Blunt utensils
may allow carbon to build-up on grill surfaces). Disposable blades inspected daily for wear/damage.
• Ensure scrapers and spatulas are sharpened away from food preparation areas
• Ensure grills are steam cleaned a minimum 5 times daily.
• 3 platen grill - DO NOT activate grill start up/auto level without conducting a complete grill close.
• Review the completion date of the last grill recovery cleaning procedure (recommended to be
completed quarterly).
• Ensure all grill utensils (spatulas, scrapers, etc) are on clean, sanitised, stainless trays or in the grill tool
holder. Do not place grill utensils on grill cloths, because grill cloths may be contaminated and serve as
a breeding ground for bacteria.
• Are gap settings correct? Check using the grill go no go tool on the mushroom setting.
Procedures
For any handling of raw/frozen 10:1, 4:1 & 3:1 Angus or sausage patties, blue disposable gloves must be worn.
Once raw/frozen meat is handled the glove must be discarded.
• Is the release sheet being wiped a minimum of four times per hour and is it in good condition/free of build
up?
• Was a clean, sharp spatula and scraper used? Carbon build up will prevent effective cooking of the
product. Sharp spatulas and scrapers will prevent meat being torn when removed from the grill.
• It is important to scrape and squeegee the grill after each run.
• Maintain the lower platen – onions left on the grill burn and create build up. Scrape, Squeegee and
Standby after every run. Excessive carbon on the lower platen may impact food safety and food quality.
• Were patties removed (after seasoning for 10:1, 4:1 and 3:1 Angus in same order they were layed?
• Was the correct patty placement used?
• Is the product being removed within target removal time?
Are the following key points being adhered to during daily grill close?
• Cleaning the grills in ‘clean mode’ using Hi temp cleaner on upper and lower platen.
• Allowing the Hi temp grill cleaner to stand for 2 minutes to activate chemicals and degrease carbon
before scrubbing.
• Using the grill tool to clean the back underside and around edges of top platens
2 platen grill
McDonald’s Australia Limited Rationale – Aug – Sep 2019
3 platen grill
It is recommended that a Patty Placement Guide is above the grills for Crew to use and refer to. These are
available from Architectural Signs for all model clam grills (Ph: 02 9680-2151) and on metime.
• If you cannot achieve the Food Safety and Quality Standards you may have a problem with your grill or
raw product. Contact your Operations Consultant or Licensee immediately.
• Under no circumstances should you sell beef patties that are not achieving the Food Safety Standard. To
achieve this, you may need to increase the cooking time until you ascertain what the real problem is.
Remember this is only a short-term solution.
• Cooking patties for too long will result in dry, poor quality product.
Making meat internal temperature checks a priority in your restaurant will ensure that our business and
the customers’ safety will never be put in a compromising position.
Grilled chicken integrity must be verified based on the chosen run size for the restaurant: 6 fillets for the
Maximum run size, 4 fillets for reduced run size or 2 fillets for the Minimum run size.
Maximum run size – Measure a total of 4 temperatures, one from each of the four corner fillets.
Reduced run size – Measure a total of 4 temperatures, one from each of the four corner fillets.
Minimum run size – Measure a total of 2 temperatures, one from each of the fillets.
Grilled Chicken minimum cook time 390 secs – same for all run sizes.
Refer to grill programming procedures on metime for programming of grill on multi-stage cooking of the Grilled
Chicken fillets.
NOTE: If the internal temperature checks are verified using the minimum run size (2 fillets) or reduced run size (4
fillets) you cannot cook more than the verified amount of fillets on that platen. If it is necessary to cook more
than the verified amount, an internal temperature check using the Maximum run size of 6 fillets or the reduced
run size of 4 fillets must be completed on that platen, verified and completed in BrandM8. Otherwise this will be
considered a critical Food Safety breach.
If the maximum run size is verified, a reduced or minimum run size of 4 or 2 can be used without repeating the
internal temperature check. Internal temperatures of all Grilled Chicken Fillets must be at or above 74°C.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
EXAMPLE
Follow these steps to complete the Food Safety check on platens that will be used to cook Grilled Chicken.
Sanitise Probe
1. Cook a run of product (Maximum run size - 6 fillets, Reduced run – 4 fillets, or Minimum run – 2 fillets).
Lay Grilled Chicken front to back, right to left
3 Platen Grill
2 Platen Grill
Maximum fillets per UHC tray is 6. Grilled Chicken Fillets must be removed within their target removal time of 15
seconds
Reduced run size– Using tongs or wearing clear gloves, probe each of the four
fillets in same sequence in which they were removed.
Take one temperature in the centre of each fillet. The probe should be midway
through the depth of the fillet in the thickest part. Let temperature stabilise for a
few seconds, this is indicated by a colour change in the temp from green to grey.
Next, move the probe into the next fillet and press capture. Repeat for the 4 fillets
Minimum run size – Using tongs or wearing clear gloves, probe each of the two fillets
in same sequence in which they were removed. Take one temperature in the
centre of each fillet, in the thickest part. The probe should be midway through the
depth of the patty. The temp is captured once the temp colour changes from
green to grey in BrandM8. Next, move the probe into the next fillet and press capture.
Max run size Reduced run size Minimum run size The probe should be midway
through the depth of the fillet.
Probe the thickest part of the
fillet.
For Grilled Chicken Fillets, it’s critical that the temperatures be measured immediately after all fillets are
removed from grill because fillets begin to cool as soon as they are pulled. Therefore, one person MUST
remove the chicken fillets so that the manager can measure the internal temperature immediately. Do not
enter temperatures manually.
5. Repeat test on all platens that will be used to cook Grilled Chicken Fillets.
Repeat the process until all platens to be used have been checked.
• PRODUCT
• EQUIPMENT
• PROCEDURES
Or PEP
Product
For any handling of raw/frozen Grilled Chicken Fillets, blue disposable gloves must be worn e.g.
opening new sleeves, stocktaking. Once raw/frozen product is handled the blue glove must be
discarded.
Equipment
• Are all sections of the grill turned on?
• Is the grill calibrated correctly? (Check calibration using appropriate PM Card).
• Ensure that all grill minimums are in place i.e. lock backs in place, temp settings correct, grill on for
at least 30 minutes.
• Check your grill-side freezers
i) Have they been given at least 45 minutes to attain correct temperature before product is
placed in them?
ii) Is grill-side freezer lid kept in place to retain temperature?
iii) Is grill-side freezer temperature a minimum of -12ºC?
vi) Is the secondary shelf life being adhered to for frozen fillets?
vii) Is the door on the grill-side freezer kept in the closed position?
• Is the correct product selected on the grill product menu settings
• Check for excessive carbon build-up and clean thoroughly during daily cleaning
• Are spatulas and grill scrapers in good condition and sharpened at least 5 times a day?
(Blunt utensils may allow carbon to build-up on grill surfaces). Always sharpen spatulas and scrapers
away from food preparation areas.
Procedures
For any handling of raw/frozen Grilled Chicken Fillet, blue disposable gloves should be worn. Once
raw/frozen product is handled the glove must be discarded.
• Was a clean, sharp spatula and scraper used? Tearing of the fillet and carbon build up will prevent
effective cooking of the product.
• Were fillets removed in same order they were layed?
• Was the correct patty placement used?
NOTE: Ensure all grill utensils (spatulas, scrapers, etc.) are on clean, sanitised, stainless trays. Do not
place grill utensils on grill cloths, because grill cloths may be contaminated and serve as a breeding
ground for bacteria.
If all of these areas meet standards and you still cannot meet the Food Safety Standard, you should
adjust your cooking timer until you achieve the Food Safety Standard. Refer to Managers Guide for
details.
• If you cannot achieve the Food Safety Standard you may have a problem with your grill or raw
product. Contact your Operations Consultant or Licensee immediately.
• Under no circumstances should you sell Grilled Chicken Fillets, which are not achieving the Food
Safety Standard. To achieve this, you may need to increase the cooking time in 5 second
increments until you are certain what the real problem is. Remember this is only a short-term
solution.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
• If product does not meet the Food Safety Standard complete corrective actions in BrandM8. You
then must perform a second chicken integrity check to verify internal temperatures are being met.
Making internal temperature checks a priority in your restaurant will ensure that our business and the
customers’ safety will never be put in a compromising position.
To complete fried products checks using a blue tooth probe, it takes two people to complete temperature
checks accurately: one person will be required to cook the product and one to measure and record the
temperatures.
1. Sanitise probe
3. Cook product
Place a minimum of four portions for McChicken, 2 Crispy Chicken patties and 4 Filet patties into a segmented
half sized basket. Place a minimum of 10 Chicken McBites into a non-segmented half size basket. Place into
fryer to cook. After the product has cooked, empty the basket into a UHC tray for probing.
4. Probe product
• McChicken Patties
Immediately commence measuring internal temperatures. Using tongs or wearing clear gloves, randomly
select a McChicken Patty. Set the pyrometer in record mode and insert into the thickest part of the
portion. When the temp colour changes from green to grey, move probe into next patty and capture the
temperature.
Repeat this procedure with three additional portions. The lowest measured temperature from the checks
of 4 portions will be recorded and displayed in BrandM8. Manual temperature entry should not be used.
• Chicken McBites
Immediately commence measuring internal temperatures. Using tongs or wearing clear gloves, randomly
select a Chicken McBite. Insert probe into the centre of the Chicken McBite. When the temp colour
changes from green to grey, move probe into next Chicken McBite and capture the temperature.
Repeat this procedure with three additional McBites. The lowest measured temperature from the checks
of 4 McBites will be recorded and displayed in BrandM8. Manual temperature entry should not be used
Repeat this procedure with three additional Crispy Patty. The lowest measured temperature from the
checks of 2/4 Crispy Patty will be recorded and displayed in BrandM8. Manual temperature entry should
not be used
From March 1st, 2019, Chicken McNuggets no longer require a food safety check as they are a fully
cooked product.
TIPS
• Ensure Crew are trained to follow correct cooking procedures and observe timers consistently.
• Perform required calibrations on all fryers.
• Follow standard cook times and temperatures.
• Immediately measure the temperature of all chicken products once they are removed from the
vat. (except Crispy Chicken which can only be tested 1 minute after being removed from vat)
• Crew trained not to use clumped or temperature abused products. Double-McNuggets / McBites
should not be served as they do not meet quality characteristics.
• Ensure oil in the fryer has heated up to set temperature point prior to cooking fried products.
• Ensure oil level is correct.
• Skim and filter vats as required to maintain quality of fried products
• PRODUCT
• EQUIPMENT
• PROCEDURES
Or PEP
In BrandM8, follow the troubleshooting prompts if corrective actions are required.
Product
• Raw product for visual characteristics of temperature abuse. (If products does not meet these
characteristics, you WILL NOT ACHIEVE the desired temperature range)
• McChicken and Crispy Chicken patties are not too thick and do not have folds
• McNuggets or McBites are not stuck together / doubles
• Baskets are not overfilled with product
Equipment
• Fryer temperatures and cook timers are set correctly (check “program mode”)
• Fryer has heated up to the set temperature
• Both sides of each split vat are at the required temperature
• Walls of the fryers and/or elements are free of excessive carbon build-up
• Baskets are in good condition with no broken or missing wires, allowing product to float out
• Correct baskets are in use for all products
• Oil levels in the fryers are correct. If too low, this may prevent complete coverage of products. If too high,
this may cause products to float out of baskets
• Fryers are calibrated correctly
Procedures
• Correct cooking baskets in use and not overfilled.
• Load McChicken and Crispy portions so longest parts of portions are layed horizontally in baskets to ensure
full oil coverage during cooking.
• Correct timer is used for each product
• Crew remove correct baskets from the vat once cook timer has finished
Promotional/Trial Products
• Always follow procedures as explained in the Manager’s Guides.
• Ensure BrandM8 is set up correctly for use prior to selling any promotional or trial products that require
testing
2. The product is temporarily withdrawn from The shift running Manager/Shift Supervisor
sale. liaises with the customer who has made the
complaint
3. The shift running Manager/Shift Supervisor If product is returned to the restaurant, it must
carries out a full investigation with the aid of the be Express Posted to the Customer Service
Restaurant Manager and/or Licensee. Department at Thornleigh Head Office for
evaluation.
6. Product integrity verified by the shift running Beef, Fish and Chicken integrity must be
Manager/Shift Supervisor prior to re-sale of completed and recorded in BrandM8 prior to
product. Any results, observations and/or re-selling the product.
corrective actions must be documented in the
BrandM8 website.
Note: These emergency recovery procedures should be adopted to suit any other similar occurrences
according to each specific event.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
2. The Manager/Shift Supervisor is notified The Manager/Shift Supervisor liaises with the
immediately and the suspected contaminated customer who has made the complaint
product is withdrawn from sale and/or the
station closed down and all
Crew/Managers/Shift Supervisors notified of this
fact.
4. The suspected contaminated product is The product with the object in tact must be
retained for further investigation and the station express Posted to the Customer Service
is cleaned and sanitised. The product should be Department at Thornleigh Head office for
kept secure and marked with “Do Not Use” signs. evaluation.
5. The station or product is fully verified prior to re- Eg. In the case of glass contamination the
use by the shift Manager/Shift Supervisor. Check whole station has been stripped and cleaned,
product, equipment and procedures. vats filtered, bulb holder removed, bags and
boxes discarded, salt shaker emptied,
surrounding ice bins emptied.
FOOD
8. An objective is set and an action plan
formulated to prevent re-occurrence.
Immediately after you complete Food Safety on each platen and product ensure that the “platen integrity
sticker” records the products verified to be cooked on each platen. This will prevent crew from using platens
that are unverified.
If grills or vats are turned off at any time and then turned on, all products must be verified prior to serving
customers. All platens and fried products must be verified within a 24 hour period.
Most restaurants use multiple platens for the same product. To minimise pressure during transition only ONE
platen per product needs to be verified to meet both Food Safety and Quality standards before being served
to customers.
The remaining platens and products can be verified within 24 hours of the last test. When cooking the first run
of product on these remaining platens Food Safety and Quality standards need to be achieved and recorded
in BrandM8 before serving these products to customers.
When Food Safety has been completed each day a Restaurant Manager / Licensee must check the BrandM8
website to ensure correct completion.
The Food Safety Daily Plan should be used to plan out which products will be cooked on
each platen for every day of the week in your restaurant.
This will assist Managers/Shift Supervisor who are completing Food Safety in ensuring they
complete all necessary Food Safety checks.
The example below is using the platen layout for a restaurant that has;
• 1 x 2 platen grill
• 1 x 3 platen grill
If your restaurant uses more than 5 platens, utilise the platen 6, 7 and 8 boxes. Cross out or
N/A any boxes for platens that your restaurant either does not have, or that are not
required on a particular day.
Copies of the Food Safety Daily Plan are available on metime.
In BrandM8 Daily Food Safety Plan can be updated online the day before it is required for
it to update.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
• An incident is any event that resulted in or could have resulted in an injury or illness to an employee,
contractor, visitor or customer.
• A customer-based complaint includes foreign objects, food poisoning allegations and packaging
complaints.
• A Government Authority visit may be conducted by a Government representative for inspection
purposes (e.g. Health Inspector, Workplace Safety Inspector or Environmental Health Officer).
Note: Do not fill Donesafe out infront of the customer, or with the customer. If a customer is involved, take
down their details on a piece of paper and once they have left the restaurant, complete the Incident/Visit
Report on DoneSafe
This includes any dangerous occurrence, significant hazard, serious injury or illness involving or potentially
resulting in one of the following (if in doubt, consider the incident as critical):
Before an injured worker leaves to seek medical treatment for a work injury or illness, provide them with a copy
of the Suitable Duties Letter (available on Donesafe) to be given to their treating Doctor.
All incidents must be investigated to identify the cause and ensure effective corrective actions are
implemented.
IF A CRITICAL INCIDENT OCCURS OUTSIDE OF BUSINESS HOURS (8am to 5.30pm Monday to Friday):
Contact your McDonald’s Operations Consultant or call the MAC Hotline 1800 810 377. Do not give these
phone numbers or email addresses out to members of the public. The public phone number for Customer
Service is: 02 9875 7100
If the complaint relates to an Undercooked Product/Foreign Object, (refer to the Restaurant Specific
Emergency Procedures of the Food Safety Rationale) fax or log an incident in DoneSafe.
www.mcdonalds.com.au
Ph: 02 9875 6666
Customer Service
McDonald’s Australia Limited
P.O. Box 392, Pennant Hills, NSW, 2120.
Ph: (02) 9875 7100 or (02) 9875 6728.
Fax: (02) 9875 6044
If a McOpCo employee is injured at work, they may have a copy of the Donesafe Report, but should ask a
Shift Manager for a copy, and should not take the copy themselves.
If an employee at a franchised McDonald’s restaurant is injured, only the Franchisee is authorised to release a
copy of the DoneSafe Report to the employee.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
Immediately
1. Complete the DoneSafe report .
2. The Consultant and/or Franchisee will be notified.
Head office will contact the restaurant to request relevant product sales information and Food Safety
Checklists. This information must be sent within 24 hours of a request. All of the information provided will then
be reviewed and a written response will be forwarded to the customer on the outcome of the investigation.
This should close the complaint in the majority of cases.
Fill out the Incident / Visit Report in DoneSafe, ensuring you obtain:
• The customer’s details and those of the ill person(s) including name, address, contact phone numbers
(work and home). Record the time the product was purchased and the time the complaint was reported
to the manager. If customer is a child, include name and age.
• Description of the Foreign Object, and the exact location it was found in the product.
• All Products purchased, not just the product in question.
• All product details including Use Thru or Use By dates and batch codes from the inner and outer cartons.
• Record if the products were Takeaway, Eat in or Drive-Thru.
• Incident details, including place of incident, and if any injury was sustained.
• If feedback promised to customer.
• Explain that the complaint will be sent to Head Office and the customer will be contacted in writing.
Immediately
1. Complete the DoneSafe report
2. If you have the object, send it in a sealed plastic bag, with the original Incident / Visit Report, via
Express Post to Head Office.
Note:
• If the product is a salad – only send the object.
• Peel barcode from Express Post bag or record courier consignment/tracking number and attach or
reference it on the Incident / Visit Report retained at restaurant.
• Do not put the Foreign Object in the company Red Bag.
Should you have any queries on how to handle a particular complaint, please contact the Customer Service
Department.
NB: For foreign objects relating to raw product, refer to the foreign objects section. Foreign objects should not
be reported as Raw Product Complaints (RPCs).
McDonald’s Australia Limited Rationale – Aug – Sep 2019
• Immediately contact your Martin Brower Customer Service Representative who will complete the RPC
form on your behalf and forward to the Supplier and the McDonald’s Purchasing Department. RPC’s
can only be lodged prior to the end of shelf life only.
2. Product Fault
Ensure the issue you are raising the RPC for is clearly visible in the photos provided. (For example: if raising a
RPC for damage, please ensure the damaged inner and/or damaged outer is shown).
In addition, please ensure all photos provided are clear and easy to interpret. Following this guide will assist the
supplier perform an accurate assessment and may prevent the need for additional photos or the decline of
the RPC.
Note that this is not mandatory to provide product photos when raising your RPC, however should a supplier
make the request, every effort should be made to assist with their investigation.
CO² (BOC)
For products delivered by BOC immediately contact your BOC Customer Service Representative with the
following information:
• Delivery date.
• Quantity delivered and quantity defective.
• Batch details contained on sticker on cylinder.
• As much detail on the actual problem as possible (be specific).
• Put aside defective product to be collected by BOC.
BOC Customer Service will complete the RPC forms on your behalf and forward a copy to McDonald’s Supply
Chain Department.
• If your Restaurant is visited by a SDA Union Representative, you must fill in a DoneSafe Report within 48
hours of the visit. Follow the prompts in the DoneSafe portal to complete.
Should you have any questions about how to properly complete the incident notification form or for advice
regarding union visits, please contact your region’s Human Resources Business Partner or visit metime for more
information.
8. Mac Hotline
1800 810 377
The MAC Hotline is available to McDonald’s Personnel only. The telephone number is not to be given out to
customers or media under any circumstances.
The MAC Hotline is an internal paging system available after hours for urgent, serious incidents, complaints or
enquiries in the areas of Food Safety, Media, Safety, Security and Marketing. During business hours please
contact the relevant departments at Head Office directly. Representatives from these Departments will
answer your urgent after hours calls.
The Food Safety line is to be used in emergencies and does not replace the existing procedures for handling
customer complaints outlined in this section.
Allergen information is contained on metime and ingredient information can be found on the McDonald’s
website, or obtained by contacting the Customer Service Representatives during business hours. Allergen and
ingredient information on promotional products can be found in the product promotional managers guide or
on metime.
9. Robbery Checklist
• Secure the premises and call Police (Do NOT disclose the amount stolen).
• Contact your Restaurant Manager, Franchisee or Consultant. For McOpCo Restaurants, if your Consultant
is unavailable, contact your Operations Manager.
• Refer to the “Security Incident” tab of the Emergency Procedures Flipchart.
• Report the incident to the Workplace Safety Department 02 9875 6666 (during business hours) or MAC
Hotline 1800 810 377 (after hours) as soon as possible.
• If applicable call the parents of all crew (under 18 years) involved in the robbery.
• Complete a DoneSafe report within 2 hours of the incident occurring.
• If required, contact Drake Workwise to arrange trauma counselling on 1800 084 525. Ensure all employees
and parents are aware of the availability of the counselling service and provide them with the contact
number.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
Note: Chilled and Frozen temperatures are logged by the Martin Brower truck system automatically.
McDonald’s Australia Limited Rationale – Aug – Sep 2019
Restaurant’s Responsibility
The restaurant must arrange for a registered Pest Control Company to inspect the restaurant a minimum of
every three months or more frequently if the need arises.
McDonald’s relies on support from our Corporate team and Suppliers to ensure we deliver Quality products to
our restaurants for our customers. Periodically, suppliers and Corporate Staff may organise visits to the
restaurants to review product quality.
ATCQ completion will not interfere with restaurant operations and our restaurant teams serving customers,
unless a food safety or quality issue is identified. Under such circumstances, access to behind the front counter
will be requested upon showing identification (Business card). This will then lead to a BTCQ. Restaurants must
NOT give access to anyone behind the front counter without checking identification.
ATCQ – these surveys and purchases are normally completed unannounced but can be announced. They are
used to evaluate new products, trial products, changes in existing products or core menu items. Suppliers
and/or Corporate Staff may purchase items, evaluate and provide feedback.
BTCQ – these surveys and purchases are completed announced as they involve access to the restaurant
behind the front counter. They will be completed outside of peak hours (unless a food safety risk is identified)
and both the Corporate Staff and Supplier will have business cards presented as ID. Peak hours are
traditionally 8am-10am, 12pm-2pm and 6pm-8pm. If the restaurant is busy outside of these times, the Supplier /
Corporate Staff will manage accordingly with the Shift Manager.
Feedback will be provided to the most senior manager on the shift or Licensee / Consultant if they are present.
Feedback may also be given to the Consultant / Licensee after a BTCQ or ATCQ.
If the restaurant is unsure of the person that has asked for access to the restaurant or wants to ask for more
information, they can call customer service on 02 9875 6666 or after hours call the Mac Hotline on 1800 810
377.