I am happy to comment on the legal side. Accordingly all the enactmentsand licenses and other compliances are added depending of the style of theformat/Brand.
1. Fashion & Beauty : Drugs and Cosmetics Act needs to be madeapplicable.
2. Food & Grocery : Drugs and Cosmetics Act is not applicable
3. Lifestyle : I think stamping of machines may be applicable under thelegal metrology Act.
4. Hypermarkets : Security Guard Board Act, FSSA Act and LegalMetrology Act is also applicable
Have reviewed all the documents relevant for hypermarket under ‘Trusted Shop’ and happy to see that most of our last suggestions have been incorporated. We are now fully confident that all retailers operating in hypermarket business, if meet the requirements of IRF certification scheme and go for the ‘Trusted Mark’, Indian consumers will be more than willing to shop bulk for their household needs.
We look forward to its formal launch at IRF and large number of retailers registering to apply for the ‘Trusted Mark’.
Followings are the comments in regard to criteria requirement document for Food & Grocery retail brands:-
1. Some of the practices look very difficult to comply. For eg. non – usage of plastics bags (B.1.3, it’s not required under law in most states), ensuring that the company ensures suppliers comply with EHS policies (B4.43.e), maintaining complete record of sources of supply till sold(B.4.3), etc.
2. One the compliance side, following regulations specific to food sites should be added:
Annexure A- Food Safety and Standards Act, 2006 and Rule- 2011, APMC Act
Annexure A- Sr. No. 29 –
a. Maintain record of Health fitness certificate of the Food Handlersb. Pest control records.
Annexure A- Sr. No. 30 –
a. Returns under-• FSSAI• ESSCOM• APMC
3. Following best practices specific to Food and Grocery can also be added:• Since hygiene and sanitation related compliances are critical for Food & Grocery retail brands and they also ensure appropriate quality and safe food is being sold to consumers, a separate section may be introduced in the avaluation matrix.• Periodic Internal Audits/Assessments related to compliance with FSSAI laws• Do’s and Don’ts based on Hygiene practices ( handling of products, disposal of waste, use of separate bags for food and non-food products)
Section A
A.2 a), b), c,) d), e), f) – The compliance officer/designated official should prepare and maintain a list of all compliances done by the organization.
Section B
B.1.1 The policy should also address continual improvement in its operations. There should be a procedure for control of documents and records and retention period of all the documents including customer related documents.
B.2.2 Designated official should have qualification minimum graduate to handle all type of Acts/Laws Licenses/permits/NOCs/Approvals/Registrations etc. Training of staff is also required whenever there is change in scheme and to understand the requirement of customer with the aim of customer satisfaction.
They should have a consumer satisfaction policy based on ISO 10001 and focus of the training should be based on this policy.
B.3.4 The details of owner of the business along with contact number & e-mail etc. should be displayed and provided in all external communication.
B.5.2 The REC policy should be clearly displayed and communicated in all external communication.
B.5.6 The cancellation policy should be clearly displayed and communicated in all external communication.
B.6.2 The Time period for which invoices/customer records are retained by the organization should be clearly communicated.
C.1.2 The system for feedback and complaint cases should be based on ISO 10002. If complaint is not redressed they should follow an external dispute resolution system based on ISO 10003.
A.2 a), b), c,) d), e), f) – The standard is not prescriptive and only gives directions. The standard hence does not insist to maintain a list but insists that system is in place to ensure compliance at all times.
B.1.1 – The standard is asking for SOP / Manual documents at company and outlet level for sustainability of its operations. As indicated earlier, the standard is not prescriptive and sufficient freedom is given to the retailer to develop systems addressing the issue. You will appreciate that in today’s competitive market, sustainability cannot be achieved without continual improvement in its business approach and operations.
B.2.2 – The standard focuses on competence rather than qualification and identifies knowledge, skill and experience parameter. You will appreciate that all ISO standards focus on competence and not educational qualification. The standard adequately addresses smooth customer service which definitely includes understanding customer requirements and customer satisfaction.
– The purpose of the standard is to develop systems for customer trust. ISO 10001 is a guideline and a retailer is free to use this or any other guideline. Even ISO 9001 does not insist on following a specific standard / guideline. We have added ‘Customer Care’ policy SOP / Manual documents at company and outlet level.
B.3.4 – Any external communication will be on its letterhead or website which definitely has the contact details.
B.5.2 – Already addressed in B.5.2.b of the standard.
B.5.6 – Point accepted. It shall be submitted to Technical Committee for review and decision.
B.6.2 – The standard does not address this because it is a legal requirement.
C.1.2 – The standard addresses alternate means for dispute resolution but does not address ISO standard. CB’s contact details will also be made available to customers. Retailer is free to develop and follow any system.
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