Performance Instant Recall Process Pages

PERFORMANCE - Instant Recall

As an innovative distributor of food items and restaurant supplies, Performance Foodservice takes pride in the quality and safety of the products we offer to our customers. But on rare occasions, there are food safety or quality issues that require immediate attention. We want to communicate these urgent messages to you as quickly as possible to protect your customers and your brand, and to comply with regulatory requirements. We have deployed the Instant Recall solution to help meet these communication requirements.

How does it work?

In case of a recall or withdrawal, the interactive telephone system will contact your location to provide specific information and instructions. The information typically included is the name of the product being withdrawn, and corresponding item codes, reason for the withdrawal, the affected lot numbers, the size of container, best by dates, etc. The message may also provide detailed instructions on how to dispose of the product, order replacement products, or receive credit for products that are affected. In addition, e-mail, text messaging, fax and live operator phone calls may be utilized.

When Instant Recall calls you, it’s important that you listen to the entire message. The system may continue to call you until you hear the complete message and confirm that you understand the instructions.

Calls from Instant Recall will come from the following number: 1-888-221-5393

You may also visit MyInstantRecall.com

and log in with your location’s phone number to review the notification details, confirm receipt, and report affected product quantities.

Who should take the call?

The system will ask to speak to a person responsible for handling product recalls at your locations, such as the manager on duty or the dietary/kitchen manager. The system will ask for that person at the beginning of the call and wait until they come to the phone and confirms that they are the right person to take the call by pressing “1” on their telephone keypad. The call then proceeds with the message and questions.

PERFORMANCE - Instant Recall - Quick Tips

= INSTANT RECALL = YOUR FOODSERVICE LOCATION

• Automated phone call to your foodservice location with recall/withdrawal details and instructions. The call will come from 1-888-221-5393

• System will ask to speak to the Person Responsible for Handling Product Recalls (PRR)

• Call recipient presses “1” to confirm that they are the PRR, or “2” if not the PRR

If “2” is pressed, it continues to repeat the message

This message will continue for 3 cycles or until the PRR presses “1”

Once the PRR presses “1”:

They can request a link to the MyInstantRecall.com portal be sent to their mobile phone

OR they must listen to the instructions regarding the item and what to do with it

Press “4” to rewind or “5” to pause the message

The PRR will be prompted to give their name

You must listen to the full message to prevent additional calls about the recall/withdrawal

• To confirm notification (which stops the automated calls), and to report

inventory:

• Visit MyInstantRecall.com from the email link or the requested SMS link OR • Visit MyInstantRecall.com and log-in with your phone number or email address that PFS used to notify you OR • Visit MyInstantRecall.com and log-in with your PFS Customer Account

ID OR • Call 1-888-221-5393 from the phone number that PFS called OR enter that phone number when prompted