Title Page
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Site:
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Conducted on
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Personnel
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Select audit task
- Customer First
- Safety First
Store Walk
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Store Ambience - When you walk in how does the site feel? Well stocked & clean? Staff engaging with customers? Radio on & an approved station? Clutter free?
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Chillers/Deli/Ice cream freezers - well stocked, faced, fronted?
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Chillers/Deli/Ice cream freezers - shelves, equipment & stock clean?
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Grocery/Bread - well stocked, faced, fronted?
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Grocery/Bread - shelves, equipment & stock clean?
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Confectionery/Salty snacks - well stocked, faced, fronted?
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Confectionery/Salty snacks - shelves, equipment & stock clean?
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Leisure/Lubes/Car care - well stocked, faced, fronted?
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Leisure/Lubes/Car care - shelves, equipment & stock clean?
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Food Bar (Tier 3 only) - well stocked, stock & equipment clean? (N/A for Z Espress site)
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Does this site have chill zone?
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Comments:
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Price labels - no more than 3 missing. Labels aligned with products?
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Comments:
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Check current POS Summary - Are all promos available for purchase (there is stock available)?
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Promo ends well stocked & clean?
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Correct off-location display in place, well stocked, priced & in correct location? No unapproved off-location displays?
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Planograms/mud maps correct (check one)?
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Floors, walls, Windows, doors & security screens above counter (if fitted) clean?
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Front windows uncluttered? No unapproved displays in the window?
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All counter areas (including back & side counters) in customer view clean, tidy & uncluttered?
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Comments:
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Comments:
Customer
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All staff well presented & wearing clean & correct
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Do staff have a sales or service focus area at the moment (eg: coffee, combos, key promo, customer voice responses)?
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Comments:
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Comments:
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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.
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Trailers - Ask a staff member to show you how to use the trailer hire kiosk.
Exterior Walk
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Landscaping - Tidy, litter free, no weeds
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Forecourt - Clean, litter free
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Comments:
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Air hose in good condition. Bike pump decal in place and bike pump available?
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All pump surfaces are clean (including handles & P@P key pads). Splash guards & grade roundels in place
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All CSU bin surfaces are clean. Pump islands & surrounds are clean?
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Bucket with Zoap, brush, water can, paper towels, rubbish bin on each lane?
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Store front clean & uncluttered (no cones, brooms, etc inside yellow pelmet or in front of shop windows, cones in good condition, spill kit clean?
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Forecourt merchandising units, ice/bait freezer - clean, priced, well stocked?
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Night pay area clean including inside of drawer?
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Store entry clean & tidy (no dirt around entrance to shop, mat & blackboard in good condition & clean, planter boxes tidy)?
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Comments:
Food & Coffee
Front of Counter
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Are all three food cabinets well stocked & visually appealing?
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Are all food cabinets glass, sides, tops, interiors are clean & streak free?
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Front counter area is clean & clutter free?
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Front counter is fully stocked with paper bags, tomato sauce satchels, serviettes, tongs, sugar sticks & stirrers?
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Tongs are available & clean. The wells they are in are clean. There are separate tongs available for sweet & hot food?
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Is the customer litter bin clean? Check the inside flap & around the bin
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Ambient sweet display (dome) on counter is clean, priced, well stocked & in good repair
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Observe a coffee being made for you - are correct procedures being followed as per training programme & does it taste awesome?
Back of Counter
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Rubbish & recycling bins are not overflowing. All bins have lids & lids are clean
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Water receptacle at the bottom of the pie warmer is full of water & clean
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Jugs, spoons, shot bottles, marshmallow & hot chocolate containers & shakers are clean
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Is the hot drink coffee area fully stocked? Ie: Hot chocolate, decaf, marshmallows (Pascall brand) & shots all available
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Equal sugar or equivalent & raw sugar is available on request
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Check supply of coffee loyalty cards, stamp & coffee app QR code are available
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Is the coffee machine clean? Check under machine, sides & top
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Is the sink next to coffee machine clean?
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Are the coffee bean bags rolled tight (to remove any air) & clipped closed to ensure freshness
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Coffee hopper is not over full (is determined by the site volume & should be topped up only as demand determines, so beans are always fresh)
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Coffee lids are kept off the top of the coffee machine but away from eftpos terminal (as they can pick up dirt or germs from customers)
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Sink area where trays, coffee jugs etc are washed is clean & hygenic
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Prep & kitchen area is clean, tidy & clutter free
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Items in prep area are food only (no chemicals, cleaning equipment or products, deliveries of stock, personal items, staff food in fridges etc)
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Oven & 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
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Fridges & freezers in the front of house (behind F&C zone counter) and back of house (in the prep zone) are cleaning inside & out
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Floors in the front & back of house are clean - ensure you check under fridges or table etc
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The prep area & sink are fully stocked with foaming soap, sanitizer & paper towels
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All walls & doors (front of counter & behind counter) are clean
Feedback
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Provide feedback to Site Leader
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Site Representative:
Exterior Walk
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Forecourt safety signs & flammable diamonds visible from all filling positions & vent pipes
Store Walk
Front of House
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Till limits - cash in each drawer less than $200 in notes
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Food Safety Exemption certificate & AssureQuality certificate are framed, displayed in view of public and not expired
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BWOF framed, displayed in view of public & not expired. BWOF checklists completed (check the BWOF book)
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F&C zone manual, pie identification charts, heating & thawing instructions are available & are the latest version (version number in left hand corner, check Extranet for version control)
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Appropriate safety signage is up: ie 'Caution Hot' & 'Hand washing only'
Staff
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Ask a staff member to tell you & show how they would deal with an emergency. Select one of the following:
- Armed Robbery
- Spill
- Vehicle or Tanker fire
- Building or Equipment fire
- LPG cylinder leak
- Fuel shandy in tank
- Fuel shandy in vehicle
- Fuel splash
- LPG burn
What to do - CCP
COMPLY - give them what they want
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Do not speak unless questioned
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Never activate an alarm while the offender is present
CALM - stay calm as possible
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Keep your hands in sight at all times - defensive stance
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Do not stare - where possible memorise features about physical appearance, height & clothing
PRESERVE - when offender(s) have left the store do the following
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Lock down site - lock main door/stop ESB
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Call 111 imediately
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Try to keep any witnesses on site or obtain details: Name, address, contact phone and car rego
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Avoid touching affected area until police have checked zone
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Write down what you recall of the event - Incident report
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Commence Call Tree
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Comments:
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Add signature
What to do - RACD
REMOVE
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Remove fuel by hitting ESB
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Remove people from the area
ALERT
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Alert emergency services if the spill is over 5 litres - call 111
CONTAIN
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Use spill kit material - where is the spill kit located?
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Activate the interceptor - under blue Toby lid
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Wear PPE
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Cover storm water drain with protective mat
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Use socks, pillows and absorbent pads to clean spill
DIAL
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Z Energy 0800 474 355 & press 1
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Commence Call Tree
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Complete an incident report
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Log a job to have spill kit contents collected
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Re-open site once fire brigade advises it is safe to do so
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Comments:
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Add signature
What to do - RACED
REMOVE
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Remove fuel by hitting the ESB
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Remove people from the area
ALERT
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Dial 111 emergency services
CONTAIN
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If a car engine is on fire, keep the bonnet down
EXTINGUISH OR EVACUATE
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Use fire extinguisher if safe to do so.
PASS
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PULL the pin
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AIM at the base of the fire
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SQUEEZE the trigger
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SWEEP across the base of the fire - side to side
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Do not use water on petroleum or electrical fire
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Keep a fire extinguisher handy & keep watch until the fire brigade arrives
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If unsafe, evacuate to your emergency assembly point - where is your assembly point? Do you have a secondary point?
DIAL
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Z energy 0800 474 355 & press 1
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Commence Call Tree
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Complete an incident report
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Comments:
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Add signature
What to do - RACED
REMOVE
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Remove fuel by hitting the ESB
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Remove people from the area
ALERT
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Dial 111 emergency services
CONTAIN
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Turn off electricity
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Close doors & windows (to contain fire inside)
EXTINGUISH OR EVACUATE
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Use fire extinguisher if safe to do so.
PASS
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PULL the pin
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AIM at the base of the fire
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SQUEEZE the trigger
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SWEEP across the base of the fire - side to side
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Keep a fire extinguisher handy & keep watch until the fire brigade arrives
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If unsafe, evacuate to your emergency assembly point - where is your assembly point? Do you have a secondary point?
DIAL
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Z energy 0800 474 355 & press 1
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Commence Call Tree
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Complete an incident report
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Comments:
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Add signature
What to do - RACED
REMOVE
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Remove fuel by hitting the ESB
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Remove people from the area
ALERT
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Dial 111 emergency services - note that our cylinders are all 9kg
CONTAIN
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Wear PPE - glasses & gloves
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If safe to do so - attempt to shut the valve to stop leak
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Make sure any source of ignition are more than 5 metres away
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Use cones, barrier arms & tape to isolate area
EXTINGUISH OR EVACUATE
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If fire starts - use fire extinguisher if safe to do so.
PASS
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PULL the pin
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AIM at the base of the fire
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SQUEEZE the trigger
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SWEEP across the base of the fire - side to side
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Keep a fire extinguisher handy & keep watch until the fire brigade arrives
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If unsafe, evacuate to your emergency assembly point - where is your assembly point? Do you have a secondary point?
DIAL
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Z energy 0800 474 355 & press 1
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Commence Call Tree
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Call Elgas - 0800 435 427
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Complete an incident report
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Comments:
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Add signature
What to do - Fuel Contamination
Know your customers
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Look for body language signs that your customer is not happy
Connect fast
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Listen - let the customer be heard & don't interrupt
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Loop - repeat back customer situation
Be yourself
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Be genuine & caring
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Clearly tell the customer what will happen next
Know your stuff
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Fix it quick, on the spot if you can
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Isolate the suspected fuel at the pumps
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Commence Call Tree - also Z product quality team
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Give customer a copy of the Customer information sheet - Product quality complaint. This advises the customer on how to lodge a complaint so it can be resolved quickly
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Carry out a water paste check, tank dips & record the result in the wet stock reconciliation system
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Complete an incident report on Risk Manager
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Comments:
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Add signature
What to do - Z Factor pillars
Know your customers
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Look for body language signs that your customer is not happy
Connect fast
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Listen - let the customer be heard & don't interrupt
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Loop - repeat back customer situation
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Say sorry that we made an error with their fuel
Be yourself
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Be genuine & caring
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Clearly tell the customer what will happen next
Know your stuff
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Fix it quick, on the spot if you can
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If we are responsible - contact Fuel Rescue 0508 728 363
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If customer is responsible - provide options, Fuel Rescue, AA member or State Rescue
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Advise Site Leader
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Complete an incident report
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Comments:
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Add signature
What to do - First Aid
DRS ABCD
D - Danger
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Assess area and patient for danger - is the area safe & secure to proceed with first aid requirements
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Remove patient from fuel affected area
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Isolate area and attend to patient
R - Response
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Make patient comfortable
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Apply water to affected body. Rinse eyes using saline, eye solution or use water from faucet.
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Remove clothing if soaked with fuel - offer site jacket
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Put clothes into plastic heavy duty spill kit bag
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Monitor response
S - Send for help
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Send for emergency services if badly harmed or recommend medical treatment
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Commence Call Tree
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Attend to spill and clean up using spill kit material
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Complete an incident report on Risk Manager
ABCD
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A - Airways
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B - breathing
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C - CPR
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D - Defibrillation
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Comments:
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Add signature
What to do - First Aid
DRS ABCD
D - Danger
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Assess area and patient for danger - is the area safe & secure to proceed with first aid requirements
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Remove patient from leaking LPG bottle
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Isolate & move LPG bottle to site safe zone area
R - Response
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Make patient comfortable
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Apply luke warm water to LPG burn
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Do not remove clothing
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Wrap affected area with clean dressing or clear wrap
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Monitor response
S - Send for help
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Send for emergency services if LPG burn if LPG burn is bad
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Commence Call Tree
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Contact Elgas 0800 435 427
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Complete an incident report on Risk Manager
ABCD
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A - Airways
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B - breathing
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C - CPR
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D - Defibrillation
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Comments:
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Add signature
Staff - continue
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Comments:
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Ask a staff member to show you their pendant. Do they know why we want them to wear it? Are all staff wearing them?
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Ask a staff member to show you where the interceptor is, how it works & what it does? Ensure the interceptor can be activated with ease
Back of House
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All security doors closed & locked. No door propped open. Clear access available to all emergency exit door
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Monthly SRA checklist completed each month (check for last 3months) jobs logged for any gaps. Are these being completed correctly (look for comments, not just ticks)?
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Monthly HSSE checklist completed each month (check last 3 months), signed (by Op's Manager or Retailer) & filed on site. All actions that have been recorded have been closed out. Are these being completed correctly, look for comments not just ticks
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Monthly meetings covered HSSE are being held & meeting minutes are filed on site (check last 3 months)
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Red book is actively in use & up to date. An emergency scenario is discussed at each meeting & notes recorded in the red book
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Wet stock fuel reconciliation is completed daily using the Extranet. If any tank is outside tolerance for more than 4 days cumulative & totals 700lts or more, or is 1000lts or more for any one day, confirm that a Local Investigation Form (LIF) has been completed. Where a LIF has been completed & it has not resolved the variance check that a PLIP A has been completed
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Wet stock water paste checks are being done at least weekly & after heavy rain and recorded (in mm) on the Extranet, even if zero
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Are fill & dip point water checks being completed weekly?
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HSNO board - is the site displaying all correct HSNO licenses (1x Location test cert,1x Stationery container test cert for each mogas tank) & these are within date. Are site plans, electrical cert, call tree, approved handler cert displayed & up to date
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Storeroom clean, tidy, products stacked safely
People
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Staff uniforms are clean, staff hygiene & appearance is in line with our standards (apron being worn by barista, hair tied back, fingernails clean, no nail polish)
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No hand jewellery, apart from wedding bands is worn & other jewellery is kept to a minimum. One pair of studs or sleeper earrings and/or watch. Facial jewellery is not worn. Religious jewellery (if worn) is covered with a sticking plaster
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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 sanitizer being used appropriately? Ask staff member to explain the requirements
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Is the sickness policy understood & followed? Check staff understanding
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Are staff confident in what to do if a customer complains about food quality? Ask a food complaint scenario
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Are staff confident to discuss what to do in an event of a product recall?
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Are staff confident to discuss allergens & find product information when required?
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Are Food Safety training records up to date for all staff on Litmos. Ask Site Leader to show you
Procedures
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Are all products from approved suppliers
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Does the site have a process for checking "use by" & "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
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Is all fresh food for sale (sandwiches, sweets, hot food) within the required time frame to sell?
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Do all hot & cold drink ingredients (marshmallows, decaf coffee, hot chocolate, and all smoothie & iced drinks ingredients) all have expiry dates on containers & shakers?
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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
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Do staff know how to correctly accept a delivery?
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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
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Are staff confident with the procedures for thawing, heating and holding fresh food?
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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 & what to do if temp is outside the critical limit? Check a sample of critical limits over the last 3 month books
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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)
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Ask a staff member to show yo the MSDS sheets & explain what they are for, is there one for each cleaning chemical?
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Are all cleaning chemicals labelled, stored & used appropriately (minimising potential food contamination)
Records
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Are indigo/blue book records completed in full every day/week as required & are they legible? Check a sample of the last 3 month books
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Are hot food handling books completed in full every day/week as required & are legible? Check a sample of the last 3 month books
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Are pink books completed in full every day/week as required & are they legible? Check a sample of last 3 month books
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Does the approved pest control provider visit the site min quarterly?
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Does the site have all the required pest control records?
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All site FSMS records are kept by Retailer for four years?
Place
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Are their any issues with the site which may impact food safety? (Eg damage, pest access areas, exposed bulbs, maintenance issues, inappropriate food prep surfaces - not easily cleaned, water supply, food in outdoor freezers?
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Where has a site demonstrated commitment to a generative food safety culture - what have they done well, identify staff involved & what happened (i.e. speedy recall response, evidence of excellent standard of cleanliness, staff confident food handlers with commitment to safe food)
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Site Representative:
