Consumer Issues

Overview

The consumer is fundamental to the Group’s business and their welfare should not be compromised by our products. Protecting consumers’ health and safety involves the provision of products and services that are safe and do not carry unacceptable risk of harm when used or consumed.

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Prodairy products in a store in Machipisa

Management Approach

The Group ensures that its production facilities maintain the highest of standards so as not to compromise on quality and safety of our products. To ensure quality and safety for our consumers and to ensure the highest standards are applied in manufacturing and distribution of our products, the Group adheres to the following International Management System Standards (MSS):

  • ISO 9001 (Quality Management),
  • ISO 17025 (Competence of Testing and Calibration Laboratories),
  • ISO 22000 (Food Safety Management),
  • ISO 14001(Environmental Management);
  • ISO 45000 (Occupational Health & Safety Management) and
  • FSSC 22000 (Food Safety Management)

Adhering to the Public Health Act [Chapter 15:09], all food handlers are medically examined on engagement and annually thereafter.

With a number of meat producers within the Group, stringent procedures on animal welfare and biosecurity are also adhered to.

Competitive and affordable pricing

Through its mission to produce best value consumer staple goods at the lowest relative price, the Group is committed to competitive and affordable pricing of our products. This is achievable through the integrated portfolio of the Group that includes agricultural operations, supply of raw materials, manufacturing, packaging and support services. Through the provision of nutritious options and innovative products, the Group seeks to help consumers access affordable nutritional products as a means to improve consumer health and wellbeing.

Fair Marketing

The Group continues to promote fair and ethical marketing through honest, transparent and non-discriminatory marketing practices and responsible advertising. The Group’s approach is based on policies and procedures which prevent unfair business practices and anti-competitive behaviour along with ensuring accountability to consumers.

The Group places great emphasis on ensuring the businesses’ food products are correctly labelled and carry accurate information. This allows consumers to make informed purchasing decisions, especially with regards to ingredients, allergy warnings, handling instructions and expiry dates.

The Group continues to engage with customers and monitor any feedback from its customers, via customer engagements and satisfaction surveys, along with discussions with product distributors and retail outlets, whether they were praises or complaints, and responds to any complaints received by rectifying the issues. Customers can engage with the businesses through their websites, social media or toll free numbers as indicated on the product labelling. Feedback is promptly responded to and addressed accordingly. Our brands received significantly higher rankings in the market in terms of customer awareness and satisfaction ratings.