1. Food Safety & Food Control Plan (FCP) We are committed to providing safe and suitable food. Our operations are governed by a registered Food Control Plan (FCP) under the New Zealand Food Act 2014. Compliance: We strictly follow the "Simply Safe & Suitable" template (or our specific custom FCP) to manage food safety risks, including temperature control, cross-contamination prevention, and hygiene. Allergens: While we take every precaution to manage allergens as per our FCP, our kitchen handles ingredients such as nuts, gluten, dairy, and shellfish. We cannot guarantee a 100% allergen-free environment. Customers must notify staff of any allergies before ordering. Sourcing: All ingredients are sourced from approved suppliers in accordance with Ministry for Primary Industries (MPI) standards. 2. Complaints Process We value your feedback and take all concerns seriously. Immediate Feedback: If you are unsatisfied with the quality, temperature, or presentation of your meal, please inform your server immediately. This allows us the opportunity to rectify the issue on the spot (e.g., by replacing the dish). Formal Complaints: For serious concerns (including suspected foodborne illness or foreign objects), please contact the Manager at [Insert Email/Phone] within 24 hours. Investigation: For food safety complaints, we will follow our FCP’s "When Something Goes Wrong" protocol. This may involve recording the batch details, checking storage logs, and, if necessary, notifying the local Council or MPI. 3. Refunds and Remedies In accordance with the NZ Consumer Guarantees Act (CGA): Minor Faults: If a dish or service does not meet an "acceptable quality" (e.g., cold food or incorrect order), we will provide a remedy by replacing the item or fixing the fault promptly. Major Faults: If a product is fundamentally unfit for consumption (e.g., contains a foreign object or is undercooked meat), you are entitled to a full refund or a replacement at your discretion. Change of Mind: Please note that under NZ law, we are not required to provide a refund if you simply "changed your mind" or decided you do not like the taste of a dish that was otherwise prepared correctly. 4. Takeaway Food Handling: Once takeaway food leaves our premises, the customer assumes responsibility for its safe storage and reheating. Risk: To maintain food safety as per our FCP, we recommend consuming takeaway food within 2 hours or refrigerating it immediately at 5°C or below. We are not liable for food safety issues arising from improper handling after the food has left our control.