Safe to shop
During the year – in and out of lockdown – we continued to make it as safe as possible for our customers to come back into stores, use our contactless Click & Collect and ‘to car’ services and be reassured of home delivery protocols. We continued to implement Covid-safe protocols in our Pausa cafes, including socially distanced seating, the installation of screens, and enhanced food handling and cleaning regimes. More information about our overall approach is covered under health and safety. Product safety standards are set out in our Quality manual which is shared with our suppliers.
Customer data protection and cyber security
Pausa cafes: food safety, labelling and provenance
Our policy is to provide safe, quality food and drinks, in a safe environment. Our Food Safety Manual sets out food safety and hygiene requirements, and our brand standards policy sets out provenance and quality standards. For example, our tuna is only caught by pole and line, or using Purse Seine netting – methods which reduce the risk of catching unintended species or damaging the sea bed. We have no GMO nor irradiated products, and we have committed to using free range eggs in all products and removing all hydrogenated fats by March 2022 (we need to address just a handful of products in our product range of over 100 products). All coffee and tea ranges are Rainforest Alliance certified and we have introduced five plant-based lines in our current range. We are also working to ensure all food and drink categories have either a ‘plant based’ or gluten-free line option.
Food safety involves safe practice from start to finish in the food chain. As well as our policies referred to above, we have a cross-functional food safety group run by the Head of Pausa and attended by members of operations, legal, and health and safety teams, and an expert third-party food technologist. This group oversees safety, compliance and the implementation of new legislation. In FY21 there were no reportable food safety incidents or public recalls. In recent years we have improved on-pack allergen information for customers and through our new allergen web-based software which is displayed on our in-store Pausa tablets. This also includes nutritional information as required by legislation coming into force later in 2021.
Drinking and eating sustainably