Comments

Below are few recommendations:
Reference note:1. International standards always have a pre-assessment before applying for the main certification. Pre-assessment help them identify gaps for the certification and also a time is recommended to implement the gaps identified. One an audit is failed, there is a recommended waiting period before reapplying for the certification. As we are looking for small scale shops as part of this certification, I believe pre-assessment will certainly be very helpful.2. Scoring Methodology – I think its vague and left open to the discretion of Auditor. This often created confusion. I have seen this during many audits. Please see an example below from a food safety audit. We need clarity clear guideline on scoring.
Question 1: Are all food handling associates washing hands properly and when appropriate?Proper hand washing is one of the most important preventative behaviors in food safety. It is important to train associates on when and how to wash hands and at the same time emphasize the reality of the risk and the potential to cause real harm. In order to promote the desired behavior, it is important the associate make the connection that they have a personal responsibility for the safety of the products they serve.Departments Evaluated: Meat, Fish/Seafood, Grocery (Produce)For this question: Do not ask associates how they wash their hands. The auditor must observe associates only.Score 1 observation per department if there are less than 3 associates in the departmentScore 2 observations per department if there are 4 – 8 associates in the departmentScore 3 observations per department if there are more than 8 associates in the departmento GreenHands are being washed properlyo Entire process takes 20 sec. No need to time the process exactly, simply use as a guide to determine if hand washing was effectiveo Agitation over entire surface of handso Hands dried with a single use disposable paper towelHands are being washed when appropriateo After using the restroom.o After coughing, sneezing, blowing nose, or touching body partso Immediately before preparing foodo After handling chemicalso After touching or taking out garbageo After touching contaminated surfaceso Before putting on or when changing glovesIf production in the fresh area is finished for the day then check that the hand wash station is properly equipped:o Water available at hand wash sink (markets to add in water temperature specific information if needed)o Single use paper towel availableo Garbage can next to sink has used paper towel in ito Soap
3. Scoring Technique – I would recommend we can have different phases of clearance specially to keep small retailers motivated. They would be highly encouraged to see the progress and gaps they need to fill in to get the certification. Also if during re-certification, they don’t fail rather they slip to previous level. Like if they meet 40% criterion, they clear Phase I, Once they reach 70%, they get to Phase II, once they get 90 plus, they get the certification.
Regulatory Compliance – The list of licenses is indicative. As there are few state level/district level license that are not included. License related to Fire safety are not included. License related to weights & measures not included. There are many other which are critical but are missing from the list. Pre-construction/post construction licenses. Additionally, what about obligations which come with the license

The comments on Trusted shop Criteria document were submitted on 20th June 2016. The comments on scoring and weightage are as follows:-
IRF Q. What should be the minimum qualifying score (out of 100) in Regulatory compliance criteria for the applicant to qualify for the scheme?
Ans. A minimum score of 85 %
IRF Q. What should be the respective weightage to be imparted to all 3 broad Criteria segments (out of a total of 100) in reference to your retail format/segment?
Ans. Regulatory (wt. 25 %) + Practices & systems (wt. 25% + Customer Relations (50%)…?
Suggestion on scoring pattern:-
A – Full conformity with the requirement | Score: 25B – Almost full conformity with the requirement but a small deviation was found |Score: 15C – Only a small part of the requirement has been implemented | Score: 5D – The requirement has not been implemented | Score: 0

Reliance Footprint submitted its comments on Trusted shop Criteria Requirement document on 29th June 2016

The feedback comments on Regulatory compliance for Trusted shop were submitted on 5th and 11th July 2016

The feedback comments on Trusted shop Criteria documents were submitted on 13th July 2016

ON CDIT but applicable for all in brick & mortar
B. Practices and Systems – 5. Terms and conditions of sale (B.5.1 – B.5.6)B.5.2 The brand / outlet/s offers Refunds, Exchange & Compensation (REC) to its customers as and when required
Should add sub clause: THE REC policy should be well communicated to employees at the outlets and all responsible for Refunds, Exchange & Compensation (REC) to its customers.

Nature’s Basket submitted its comments on criteria documents on 13th July 2016.
The rationale for most of my inputs is that trusted shops must be seen as more reliable and trustworthy by all stakeholders – including consumers, government authorities, suppliers, service providers and even current and potential employees.So I have viewed all criteria from the perspective that clauses must strengthen differentiation vis a vis stores that do not stand for the same level of trust either because of their under defined or underwhelming process compliances or customer centricity or lack of regulatory compliances.
Inputs on Some of the specific questions that you asked are as below :
IRF Q. What should be the minimum qualifying score (out of 100) in Regulatory compliance criteria for the applicant to qualify for the scheme? For instance – A minimum score of 50…60…70…80..?
Ans. Minimum score for regulatory compliance should be 70
IRF Q. What should be the respective weightage to be imparted to all 3 broad Criteria segments (out of a total of 100) in reference to your retail format/segment? For instance – Regulatory (wt. 10%) + Practices & systems (wt. 40%) + Customer Relations (wt. 50%)…?
Ans. Regulatory : 20%; Practices and Systems : 40%; Customer Relations : 40%
Suggestions on scoring pattern are as follows:-A – Full conformity with the requirement; Score – 25B – Almost full conformity with the requirement but a small deviation was found; Score – 20C – Just about half of the requirement has been implemented; Score – 12D – Only a small part of the requirement has been implemented; Score – 5E – The requirement has not been implemented; Score – 0
Files in which there are some alterations or suggestions are enclosed
=============Instead of looking at specific aspects like composting, water harvesting, etc etc –specifically for neighbourhood food and grocery stores – we could look at general measures intended to promote a culture of energy conservation / reduction within the business.=========
There are other changes of text appropriation, regarding labour & wages, customer security and food-related suggestions in relevant documents. Please go through them.

The checklist is detailed and multifaceted, comprising of various sensitive and important aspects such as Sustainability, Customer Service, HR Practices, Goods / Service Quality, Terms and Conditions of Sales, and Customer Feedback / Privacy / Dispute Resolution, among others. Retail practices around the world have evolved largely and adherence to the Best practices in retail will go a long way in providing consumers in India with best quality of retail experience. Indian retail practices are evolving and needs improvement. Such standards provide a roadmap and benchmark for making this improvement. While, a standard certification would provide assurance for the consumers across locations.
However, given the diverse aspects that are covered under the certification, a clear evaluation mechanism, a trained and experienced team of evaluators, and an objective scoring systems would be required. The evaluation process in itself would be self evolving, even though the best practices of retail are highly evolved. In addition, some areas such as Compliance / Law and Information Technology, are specialised and would require professionals expertise of the respective fields. The evaluation process is extensive, and its cost-benefit trade off for the outlets would play an important role for them to opt for the certification, especially for the Medium and Small sized outlets.
The Indian Retail Forum Certification Scheme is a good initiative and I wish for its success.

The area covered is very exhaustive and even if the establishment meets 50% of the criteria this is an achievement and we can definitely help in implementing the rest.

I have gone through the fairly comprehensive Criteria Requirements for Hypermarkets, under the category “Trusted Shop –for brick and mortar outlets”. I will look at others subsequently, but on hypermarkets, I have the following suggestions:
1.Under B 2.5 The SOP / Manual / Policy document pertaining to ‘Staff training’ on customer service, refers to training the staff on applicable food related regulations. That’s excellent and I feel that it is also necessary for them to understand that we have a consumer protection law that guarantees consumers, certain basic rights and they have to respect those rights. I would therefore suggest the following addition:
(h) “It is ensured that the staff is educated on the rights of consumers provided under the Consumer Protection Act”.
2.Under B.3.3, Pertaining to ethical communication, some of these important laws need to be added:
The Consumer Protection Act
Insurance Regulatory and Development Authority (Insurance Advertisements and Disclosures) Regulations, 2000
The Competition Act
Bureau of Indian Standards Act
Food Safety and Standards Act
These could also be added in the Annexure
3. Again under B 3.3 , I feel that it is extremely important to ensure that outlets understand the definition of unfair trade practices under the Consumer Protection Act and comply with them. Under the new law on consumer protection that will soon replace the Consumer Protection Act of 1986, there will be considerable emphasis on the consumer’s right to be protected against unfair and restrictive practices and the Consumer Protection authority that will be constituted under the law, will enforce this right. So it would be important for hypermarkets to ensure that all promotional practices comply with the applicable laws pertaining to unfair and restrictive trade practices.
I would therefore suggest this addition:
(q)The brand/outlets ensure that all promotional practices are fair and comply with consumer protection laws pertaining to unfair and restrictive practices.
4.Again under B 5.2 pertaining to Refunds, Exchange and Compensation policy, I do feel that it is necessary to refer to the applicable laws because the new Consumer Protection Act that will replace the existing Act of 1986 is likely to have specific provisions on this issue and the retailer’s policy cannot be in conflict with what is mandated under the law. So the addition could be:
(e)REC policy complies with applicable laws, if any
5. C 1.2 refers to feedback management and dispute resolution system
Here, (a) says “The brand has a system to document feedback and complaint cases and has a complaints resolution procedure-within a definite time frame upon receipt of complaint”
After this, it is important to add that : “And the brand publicizes on its website and at its outlet, the complaint resolution procedure and the time frame fixed , for the benefit of customers”
6. C.2.2. Refers to the outlet’s commitment to safety and security of customers. Here I would like two additions, keeping in mind the fire safety at these outlets
(d) says : “The outlet/s of the brand are equipped with emergency procedures and has a system for incident and security management for all facility and fire safety issues”.
Here it would be appropriate to add “and have all fire fighting equipment in place as required under applicable law”
The other addition would be “The outlets have adequate fire exits to help customers escape in case of a fire and there are prominent signs showing these exits”