Customer & Safety First FY17

• Site

• Conducted on

  Date

• Prepared by

• Select an audit to complete

  Select Customer First Safety First

  • Customer First
  • Safety First

Exterior Walk

• Landscaping - tidy, litter free, no weeds

  Yes

  No

  N/A

• Forecourt - clean & litter free

  Yes

  No

  N/A

• All exterior signage clean (price board, prime sign, A frame, street front & shop front posterboards, spreaders, blue store entrance sign above door, yellow portico)

• Signage comment

• Air hose in good condition. Bike pump decal in place and bike pump available

  Yes

  No

  N/A

• All pump surfaces are clean (including handles & P@P key pad). Splashguards & grade roundels in place

  Yes

  No

  N/A

• All CSU/bin surfaces are clean. Pump islands and surrounds all clean<br>

  Yes

  No

  N/A

• Bucket with Zoap, brush, water can, paper towels, rubbish bin on each lane

  Yes

  No

  N/A

• Store front clean and uncluttered (no cones or brooms inside yellow pelmet or in front of shop windows, cones are in good condition, spill kit clean)

  Yes

  No

  N/A

• Forecourt merchandising units, Ice/Bait freezer - clean, priced, well stocked

  Yes

  No

  N/A

• Nightpay area clean including inside of drawer

  Yes

  No

  N/A

• Store entry clean & tidy (no dirt around entrance to shop, mat and blackboard in good condition & clean, planter boxes tidy)

  Yes

  No

  N/A

• Rate the Z Factor on the forecourt from 1 to 5. Is the forecourt concierge engaging with customers, washing windows & delivering the Z Factor (connecting fast, know their customer, know their stuff, being themselves). Are they in clean and correct uniform (vest, belt, boots). Were they on the forecourt when you arrived?

• Further comments on section:

Store Walk

• Store Ambience - When you walk in how does it look & feel? Well stocked & clean? Staff engaging with customers? Radio on & an approved station? Clutter free? Add comments

  Green - Looking great

  Amber - Mostly there

  Red - Needs attention

• Chillers/Deli/Ice Cream freezers - well stocked, faced, fronted

  Yes

  No

  N/A

• Chillers/Deli/Ice Cream freezers - shelves, equipment & stock clean

  Yes

  No

  N/A

• Grocery/Bread - well stocked, faced, fronted

  Yes

  No

  N/A

• Grocery/Bread - shelves, equipment & stock clean

  Yes

  No

  N/A

• Confectionery/Salty Snacks - well stocked, faced, fronted

  Yes

  No

  N/A

• Confectionery/Salty Snacks - shelves, equipment & stock clean

  Yes

  No

  N/A

• Leisure/Lubes/Car Care - well stocked, faced, fronted

  Yes

  No

  N/A

• Leisure/Lubes/Car Care - shelves, equipment & stock clean

  Yes

  No

  N/A

• Food Bar (Tier 3 only) - well stocked, stock & equipment clean? (NA for Z Espress site)

  Yes

  No

  N/A

• Chillzone - Machines working and clean. Toppings full and area clean. Cups, lids, spoons all available

• Chillzone comment

• Price labels - no more than 3 missing. Labels aligned with products

  Yes

  No

  N/A

• Check current POS Summary - Is all POS displayed and correct (none missing, no old POS, no unapproved signs)

• POS comment

• Check current POS Summary - Are all promos available for purchase (there is stock available)<br>

  Yes

  No

  N/A

• Promo ends well stocked & clean<br>

  Yes

  No

  N/A

• Correct off-location display in place, well stocked, priced, & in the correct location. No unapproved off-location displays

  Yes

  No

  N/A

• Planograms/mudmaps correct (check one)

  Yes

  No

  N/A

• Floors, walls, windows, doors and security screens above counter (if fitted) are clean

  Yes

  No

  N/A

• Front windows uncluttered. No unapproved displays in the window

  Yes

  No

  N/A

• All counter areas (including back & side counters) in customer view clean, tidy & uncluttered

  Yes

  No

  N/A

• Toilet Cleanliness - Toilet bowl, seat, cistern, area behind toilet, pipes, hand basin, mirror, hand dryer, baby change table, wall tiles, floor, all clean. Toilet is pleasant smelling

• Toilet Maintenance - All toilet equipment in good condition. Soap, hand dryer or paper towels, toilet paper available. Light & privacy lock working. Spick & Span and Sanitary Towel sign displayed

• Any further comments?

Customer & Staff

• All staff well presented & wearing clean and correct uniform, including name badge & black shoes (barista wearing apron)

  Yes

  No

  N/A

• Do staff know how to handle a customer complaint, eg: out of date product returned, phone call about wrong fuel put in vehicle

  Yes

  No

  N/A

• Do staff have a sales or service focus area at the moment (eg: coffee, combos, key promo, customer voice responses)

  Yes

  No

  N/A

• Ask a staff member about Customer Voice - how do they hand them out? How do they get a variety of responses? What are their targets?

  Yes

  No

  N/A

• Carwash - Ask a staff member to show you the carwash loyalty cards & customer safety sheets (tear off pads). Ask them to explain the current promo

  Yes

  No

  N/A

• Trailers - Ask a staff member to show you how to use the trailer hire kiosk. Are they confident with how it works?

  Yes

  No

  N/A

• Further comments on section:

Carwash

• Interior and exterior walls, windows clean

  Yes

  No

  N/A

• Carwash machine clean

  Yes

  No

  N/A

• Entry and exit signage & disclaimer/instruction board clean and damage free

  Yes

  No

  N/A

• Floor free of mould, slime, debris

  Yes

  No

  N/A

• Entry, exit and interior litter free

  Yes

  No

  N/A

• Vacuum - Clean & working. Bin available, clean and in good condition

  Yes

  No

  N/A

• Further comments on section:

Food & Coffee

Front Of House

• Are all three food cabinets well stocked and visually appealing

  Yes

  No

  N/A

• All food cabinets glass, sides, tops and interiors are clean and streak free

  Yes

  No

  N/A

• Front counter area is clean and clutter free

  Yes

  No

  N/A

• Front counter is fully stocked with paper bags, tomato sauce sachets, serviettes, tongs, sugar sticks and stirrers

  Yes

  No

  N/A

• Tongs are available & clean. The wells they are in are clean. There are separate tongs available for sweet and hot food

  Yes

  No

  N/A

• Is the customer litter bin clean? Check inside flap and around bin

  Yes

  No

  N/A

• Ambient sweet display (dome) on counter is clean, priced, well stocked & in good repair

  Yes

  No

  N/A

• Observe a coffee being made for you. Are correct procedures being followed as per training programme and does it taste awesome

  Yes

  No

  N/A

Back Of House

• Rubbish & recycling bins are not overflowing. All bins have lids and lids are clean

  Yes

  No

  N/A

• Water receptacle at the bottom of the pie warmer is full of water and clean

  Yes

  No

  N/A

• Jugs, spoons, shot bottles, marshmallow and hot chocolate containers, and shakers are clean

  Yes

  No

  N/A

• Is the hot drink coffee area fully stocked? Ie. Hot chocolate, decaf, marshmallows (Pascall brand) and shots all available

  Yes

  No

  N/A

• Equal sugar or equivalent and raw sugar is available on request.

  Yes

  No

  N/A

• Check supply of coffee loyalty cards, stamp and the coffee app QR code are available

  Yes

  No

  N/A

• Is the coffee machine clean? Check under machine, sides and top

  Yes

  No

  N/A

• Is the sink next to the coffee machine clean?

  Yes

  No

  N/A

• Are the coffee bean bags rolled tight (to remove any air) and clipped closed to ensure freshness

  Yes

  No

  N/A

• Coffee hopper is not over full (is determined by site volume and should be topped up only as demand determines so beans are always fresh)

  Yes

  No

  N/A

• Coffee lids are kept off the top of coffee machine but away from eftpos terminal (as they can pick up dirt or germs from customers)

  Yes

  No

  N/A

• Cleaning/sink area where trays, coffee jugs etc are washed is clean and hygienic

  Yes

  No

  N/A

• Prep and kitchen area is clean, tidy and clutter free

  Yes

  No

  N/A

• Items in prep area are food only (no chemicals, cleaning equipment or products, deliveries of stock, personal items, staff food in fridges etc)

  Yes

  No

  N/A

• Oven and sweet thawing containers are clean. Pastry crumbs are expected but not excessive amounts or any build up. Check the lip/seal of the oven door for buildup

  Yes

  No

  N/A

• Fridges and freezers in the front of house (behind Food & Coffee zone counter) and back of house (in the prep zone) are clean inside and out

  Yes

  No

  N/A

• Floors in the front and back of house are clean – ensure you check under fridges or table etc

  Yes

  No

  N/A

• The prep area and sink are fully stocked with foaming soap, sanitiser and paper towels

  Yes

  No

  N/A

• All walls & doors (front of counter & behind counter) clean

  Yes

  No

  N/A

• Further comments on section:

Feedback

• Managers acknowledgement of completion

  Sign

Exterior

• Forecourt safety signs & flammable diamonds visible from all filling positions & on vent pipes

  Yes

  No

  N/A

Front Of House

• Till limits - Cash in each drawer less than $200 in notes

  Yes

  No

  N/A

• Food Safety Exemption Certificate & Assure Quality certificate are framed, displayed in view of public and not expired

  Yes

  No

  N/A

• BWOF framed, displayed in view of public and not expired. BWOF checklists completed correctly (check the BWOF book)

  Yes

  No

  N/A

• Food & Coffee Zone manual, pie identification charts and heating & thawing instructions are available and are the latest version (version number in left hand corner, check Extranet for version control). Engagement pack for any current food promotion is available

  0

  1

  3

  4

• Appropriate safety signage is up, ie: ‘Caution Hot’ and ‘Hand Washing Only’

  Yes

  No

  N/A

Staff

• Ask a staff member to tell you & show you how they would deal with an emergency. Select one from the following list (armed robbery, spill, car or tanker fire, building or equipment fire, LPG cylinder leak, fuel shandy in tank, fuel shandy in vehicle, fuel splash, LPG burn)

  0

  1

  3

  4

• Do staff understand their locked/controlled door policy? Ask a staff member to explain what their controlled/locked door policy is (ask a specific scenario). What does locked v controlled mean to them, how do they apply it, what hrs of the day?

  0

  1

  3

  4

• Ask a staff member to show you their pendant. Do they know why we want them to wear it? Are all staff wearing them?

  Yes

  No

  N/A

• Ask a staff member to show you where the interceptor is, how it works and what it does? Ensure the interceptor can be activated with ease

  Yes

  No

  N/A

Back Of House

• All security doors closed and locked. No doors propped open. Clear access available to all emergency exit doors

  Yes

  No

  N/A

• Monthly SRA checklist completed each month (check for last 3 months) & jobs logged for any gaps. Are these being completed correctly - look for comments, not just ticks

  0

  1

  3

  4

• Monthly HSSE Checklist completed each month (check for last 3 months), signed (by Ops Manager or Retailer) and filed on site. All actions that have been recorded have been closed out. Are these being completed correctly - look for comments, not just ticks

  0

  1

  3

  4

• Monthly meetings covering HSSE are being held and meeting minutes are filed on site (check for last 3 months)

  Yes

  No

  N/A

• Red Book is actively in use & up to date. An emergency scenario is discussed at each meeting and notes recorded in the Red Book

  Yes

  No

  N/A

• Wet Stock Reconciliation (petrol, diesel) is completed daily using the Extranet. <br>If any tank is outside tolerance for more than 4 days cumulative and totals 700l or more, or is 1000l or more for any one day, confirm that a Local Investigation Form (LIF) has been completed. Where a LIF has been completed and it has not resolved the variance check that a PLIP A has been completed

  Pass

  Fail

• Wet stock water checks are being done at least weekly and after heavy rain, and recorded (in mm) on the Extranet, even if zero

  Yes

  No

  N/A

• Are fill and dip point water checks being completed weekly?

  Yes

  No

  N/A

• HSNO Board - Is the site displaying all correct HSNO licenses (1 x Location Test Cert, 1 x Stationery Container Test Cert for each mogas tank) and these are within date. Are site plans, electrical certification, call tree, approved handler certificate displayed and up to date.

  Yes

  No

  N/A

• Storeroom clean, tidy, products stacked safely

  Yes

  No

  N/A

• Any further comments

Food Safety Audit

People

• Staff uniforms are clean, staff hygiene and appearance is in line with our standards (apron being worn by Barista, hair tied back, fingernails clean, no nail polish)

  Yes

  No

  N/A

• No hand jewellery, apart from wedding bands, is worn and other jewellery is kept to a minimum, one pair of stud or sleeper earrings and/or a watch. Facial jewellery is not worn. Religious jewellery (if worn) is covered with a sticking plaster

  Yes

  No

  N/A

• Do staff understand the hand hygiene standards? Observe baristas after using the POS, leaving the F&C zone, using the toilet. Are hands being washed & hand sanitiser being used appropriately? Ask a staff member to explain the requirements

  Yes

  No

  N/A

• Is the sickness policy understood and followed? Check staff understanding

  Yes

  No

  N/A

• Are staff confident in what to do if a customer complains about food quality? Ask a food complaint scenario

  Yes

  No

  N/A

• Are staff confident to discuss what to do in an event of a product recall

  Yes

  No

  N/A

• Are staff confident to discuss allergens and find product information when requested

  Yes

  No

  N/A

• Are Food Safety training records up to date for all Staff on Litmos. Ask the Site Leader to show you

  Yes

  No

  N/A

Procedures

• Are all products from approved suppliers?

  Yes

  No

  N/A

• Does the site have a process for checking "use by" and "best before" dates on packaged products? Ask a staff member to show you their process. Check a sample of packaged food/beverages to ensure the process works

  Yes

  No

  N/A

• Is all fresh food for sale (sandwiches, sweets, hot food) within the required time frame to sell?

  Yes

  No

  N/A

• Do all hot and cold drinks ingredients (marshmallows, decaf coffee, hot chocolate, and all smoothie and iced drinks ingredients) all have expiry dates on containers and shakers?

  Yes

  No

  N/A

• Is there a clear system is in place to ensure a first in first out basis for all food? If not clearly visible (labelling on stock in fridges etc) ask a staff member to explain their process

  Yes

  No

  N/A

• Do staff know how to correctly accept a delivery?

  Yes

  No

  N/A

• Is the thermometer being calibrated weekly? Ask a staff member to explain how they do this. Ask them to show you their annual probe calibration certificate

  Yes

  No

  N/A

• Are staff confident with the procedures for thawing, heating and holding fresh food?

  Yes

  No

  N/A

• Are staff aware of our critical limits for receipt of goods, storage, heating and display units? Ask a staff member to explain what the critical limits are, how to check them and what to do if temp is outside the critical limit? Check a sample of critical limits over last 3 months books

  Yes

  No

  N/A

• Is cleaning effective, is everything in the food area clean? Check that cleaning is undertaken as per the cleaning schedule (in indigo book or site specific cleaning schedule)

  Yes

  No

  N/A

• Ask a staff member to show you the MSDS sheets and explain what they are for. Is there one for each cleaning chemical?

  Yes

  No

  N/A

• Are all cleaning chemicals labelled, stored and used appropriately (minimising potential food contamination)

  Yes

  No

  N/A

Records

• Are Indigo Book/Blue Book records completed in full every day/week as required and are they legible? Check a sample of last 3 months books

  Yes

  No

  N/A

• Are Hot Food Handling books completed in full every day/week as required and are they legible? Check a sample of last 3 months books

  Yes

  No

  N/A

• Are Pink Books completed in full every day/week as required and are they legible? Check a sample of last 3 months books

  Yes

  No

  N/A

• Does the approved pest control provider visit the site min quarterly

  Yes

  No

  N/A

• Does the site have all the required pest control records

  Yes

  No

  N/A

• All site FSMS records are kept by Retailer for four years

  Yes

  No

  N/A

Place

• Are there any issues with the site which may impact food safety? (e.g. damage, pest access to areas, exposed bulbs, maintenance issues, inappropriate food prep surfaces (not easily cleaned), water supply, food in outdoor freezers?

  Yes

  No

Other

• Any further observations regarding food safety?

• Where has a site demonstrated commitment to a generative Food Safety Culture - what have they done well, identify staff involved and what happened (e.g. speedy recall response, evidence of excellent standard of cleanliness, staff confident food handlers with commitment to safe food)

Feedback

• Managers acknowledgement of completion

  Sign