Product recall response process
When a product recall notice is issued by a supplier, we have the responsibility, as a distributor, to promptly share this information with you. Ensuring the safety and efficient removal of the affected products is essential.
Here is the process in such cases.
First, all users of our ordering platform with affected accounts will receive an email with the recall details, including a list of products and affected lot numbers, directly in the body of the message.
You will then need to quickly follow these steps: (See an example of the email)
- Upon receiving this email, please reply directly to it within 24 hours.
- Fill out the table embedded in the email body by indicating the quantities you have in stock for each product (even if the quantity is 0). If more than one account is mentioned at the top of the received email, please reply individually for each account and specify which account number corresponds to your response.
- Immediately stop using or distributing these product lots. Place any remaining products in quarantine.
- If you indicated that you have any recalled product lots in your possession, our Customer service will contact you to receive return instructions.
IMPORTANT:
To comply with the regulatory requirements of Health Canada’s GUI-0039 and the Canadian Food Inspection Agency (CFIA), you are required to send us an acknowledgment of receipt, whether or not you have the recalled lot(s) or serial number(s) of the products in inventory.
