Supplier Standard – QC-NF1

Non Food Coles BrandsSupplier Standard – QC-NF1January 2010

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Non Food Coles Brands Supplier Standard – QC-NF1

Contents

About this document

Who is it for? 4

What is it about? 4

Copyright 4

Introduction

Supplier & Agent Responsibilities: 5

Suppliers 5

Agents 5

Supplier & Agent Capabilities: 6

Suppliers and Agents 6

1.0 Section 1

1.1. Management Commitment 7

1.2. Quality Manual 7

1.3. General Requirements 7

1.4. Legal and Policy Requirements 8

1.5. Inspections and Audits 9

1.6. Approved Suppliers 9

2.0 Section

2.1. Product Design and Development 10

2.2. Product Changes and Specifications 10

2.3. Artwork & Labelling 11

2.4. Packaging 12

2.5. Product and Packaging Reference Samples 13

2.6. Product Development Submission Samples 13

2.7. Product Documentation 14

3.0 Section 3

3.1. Factory Production & Premises 15

3.2. Factory Repairs & Maintenance 16

3.3. Factory Services 16

3.4. Factory Amenities 17

3.5. Personnel 17

3.6. Staff Training 18

3.7. Protective Clothing 18

3.8. Pest Control 19

3.9. Contamination 20

3.10. Glass Handling 21

3.11. Cleaning and Sanitation 22

4.0 Section 4

4.1. First Production Requirements 23

4.2. Quality Control: Part A – Raw Materials 23

4.3. Quality Control: Part B – Finished Product 25

4.4. Production Retention Samples 25

4.5. Weights & Measures 26

4.6. Calibration 26

4.7. Lot Identification, Traceability, Recall & Withdrawals 26

4.8. Customer Complaint Handling 28

4.9. Post Launch Quality Monitoring & Verification 28

Appendix 1

Regulatory Agencies & Codes, Business Information, Australian & New Zealand Standards 29

Appendix 2

Metal Contamination of Fibre-Based Products 33

Appendix 3

ColesPLUS 35

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Non Food Housebrand Supplier Standard – QC-NF1

Who is it for?

This document is for:

•• Coles Group Ltd – Supermarkets Quality Team (QT) team members

•• Coles Group Ltd – Supermarkets Merchandise Team

•• Coles Group Ltd – Supermarkets Coles Brands Team

•• Suppliers / Manufacturers / Agents of Coles Brands products

What is it about?

This document explains the quality and safety requirements for Coles Brands Non Food Products; Formulated, Fabricated, General Merchandise, Electrical, Home Textiles and Apparel products sold.

Copyright

•• Commercial-in-Confidence

•• Copyright 2009

•• Coles Group Ltd – Supermarkets ABN 11 004 089 936

Communication or reproduction of any part of this document is not permitted without the prior written approval of Coles Group Ltd.

About this document

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The following document outlines the requirements for Suppliers / Manufacturers / Agents of Coles Brands products. Coles Brands products are products that are manufactured or supplied under the label of a brand owned by Coles Group Ltd businesses. These include but are not limited to those branded under: Coles, You’ll Love Coles, SmartBuy, Coles Baby, Starlet, Persona, Reliance, Homemaker, Home Essentials, Simply Basics, Hundreds & Thousands, Coles Home.

Supplier & Agent Responsibilities :

Suppliers:

Suppliers must ensure that they and their sub-contractors comply with the requirements of this standard, the Coles Group Ltd Terms and Conditions of Supply and any relevant legislative and regulatory requirements.

Suppliers must complete and sign a copy of the Supplier Agreement Form to verify that they have received, read and understood the requirements of QC-NF1.

The Supplier Agreement Form, along with the Multiple Sites Form, must be returned to the Coles Product Technologist prior to the Supplier being included in any new product development.

All suppliers or factories identified by the Coles supplier risk analysis must have successfully completed an audit against this standard (QC-NF1). Please contact your Coles Product Technologist for advice on obtaining supplier risk status. The audit must be conducted and on record prior to commencing supply to Coles group Ltd. A Coles Group Ltd approved Certification Body, delegate or representative, must conduct the audit. Records are to be kept on file for a minimum of five (5) years

Agents:

Agents must accept responsibility for compliance with this standard by any third party or sub-contracted suppliers.

An Agent must ensure that:

They and their sub-contractors comply with the requirements of this standard, the Coles Group Ltd Terms and Conditions of Supply and any relevant legislative and regulatory requirements.

A Multiple Sites Form with all manufacturing sites is forwarded to the Coles Product Technologist.

All suppliers or factories identified by the Coles supplier risk analysis must have successfully completed an audit against this standard (QC-NF1). Please contact your Coles Product Technologist for advice on obtaining supplier risk status. The audit must be conducted and on record prior to commencing supply to Coles group Ltd. A Coles Group Ltd approved Certification Body, delegate or representative, must conduct the audit. Records are to be kept on file for a minimum of five (5) years

A Certificate of Analysis, against the Coles’ approved Finished Product Specification, for each batch/delivery, is kept on file.

Detailed records of all deliveries to Coles group Ltd are kept and must include batch code, quantity of product and location or delivery address.

Supplier & Agent Capabilities:

Suppliers and Agents:

Suppliers and agents must have appropriate capacity and capability to design, develop, manufacture and supply product to Coles:

1. Manufacturing capacities must be able to meet Coles requirements.

2. Suppliers must supply Coles with all relevant information to allow Coles to determine if they are a suitable as a supplier to Coles i.e. logistical, financial, personnel etc

3. Technical capabilities: suppliers and agents should have suitably qualified and trained technical staff to meet Coles quality, design and manufacturing requirements.

4. Suppliers and agents must complete the questionnaire attached to the supplier agreement form outlining their capabilities.

Introduction

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The QC-NF1 StandardSection 1

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1.1. Management Commitment

1.1.1. There should be a documented Quality Policy, which is authorised by the most senior Management person on site.

1.1.2. The Quality Policy must state the Supplier’s commitment to produce safe and legal products, and the Supplier’s responsibility to its customers and consumers.

1.1.3. Senior Management must be responsible for ensuring that all staff are aware of and understand the Quality Policy, and that it is routinely reviewed.

1.2. Quality Manual

1.2.1. There should be a defined Quality Manual that is documented, implemented, maintained and routinely reviewed.

1.2.2. Documents comprising the Quality Manual must be legible, unambiguous and appropriately detailed to ensure that they are correctly applied by relevant personnel, and must be readily accessible to approved key staff at all times.

1.2.3. A system must be in place to ensure that all documents in use are the current, authorised version.

1.2.4. The Supplier must ensure that the effectiveness of the Quality manual is monitored and must implement action to achieve defined results and continual improvement.

1.2.5. The Supplier must maintain its documented procedures, work instructions, reference documents and records that are critical to product safety, legality and quality.

1.3. General Requirements

1.3.1. The Supplier must ensure that they (and their sub-contractors) comply with the requirements of this standard.

1.3.2. Coles Group Ltd reserves the right to reject any item on the grounds of legality, quality or safety.

1.4. Legal and Policy Requirements

1.4.1. The Supplier must comprehend and thereby ensure that all Coles Brands products meet all applicable and current:

1.4.1.1. Australian Commonwealth regulatory requirements.

1.4.1.2. Australian State / Territory regulatory requirements.

1.4.1.3. Coles Brands Standards and Coles Brands Policies. All updated policies can be found on the Coles Supplier Website. (www.supplier.coles.com.au/quality/policies-and-guidelines.aspx)

1.4.2. The Supplier must be aware of and have access to current documents and legislation relating to the safety and legality of the products to be sold in Australia, and must identify and comply with any regulations or industry codes that may affect specific products or product groups. A list, but not limited to, of relevant regulations or industry codes can be found in Appendix #1

1.4.3. The Supplier must have a system in place to ensure that it is kept informed of all relevant legislation, product safety issue, scientific and technical developments and industry / customer codes of practice, both in the country of manufacture and the country of sale (Australia).

1.4.4. Suppliers manufacturing environmentally responsible Coles Brands products, including all products under Coles Green Choice, must comply with either ISO 14001 – 2004 Environmental Management Systems or have the products being produced certified to Good Environmental Choice Australia Ltd (GECA) requirements. To achieve GECA certification manufacturers must be audited and approved by the independent certification body Environmental Assurance (www.eassurance.com.au). All environmentally responsible Coles Brands products, such as but not limited to Coles Green Choice must meet the above requirements. For further details regarding environmental claims please contact your Coles Product Technologist.

1.0 Section 1

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1.5. Inspections and Audits

1.5.1. A Coles Group Ltd approved Certification Body, delegate or representative will conduct inspections or audits of Coles Brands Suppliers and any sub-contractors identified by the Coles supplier risk analysis. Please contact your Coles Product Technologist for advice on obtaining supplier risk status.

1.5.2. While most inspections or audits are scheduled with notification, unscheduled audits may occur at the discretion of Coles Group Ltd.

1.5.3. Suppliers and their sub-contractors must allow access to all relevant processing facilities, storage facilities, personnel and records.

1.5.4. Results of both internal and external audits must be brought to the attention of senior Management and the personnel responsible for the activity audited. Corrective actions and timescales for their implementation must be documented, implemented and verified.

1.6. Approved Suppliers

1.6.1. The Supplier must have an Approved Supplier Program in place for all raw material suppliers and / or service providers.

1.6.2. The Approved Supplier Program must ensure that, as a minimum, the supplier or service provider has a Risk Management or Process Control –based system in place, with compliance to all relevant Local, State and Federal regulatory requirements. The Supplier will stipulate the form of approval criteria based on risk and volume of the raw material or service being procured. Verification of approved suppliers or service providers may be in the form of certificates of analysis, on site audits conducted by the Supplier or ISO or equivalent certification being achieved.

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2.1. Product Design and Development

2.1.1. There must be a documented, implemented and verified process for product design and development. Records of product design changes must be maintained, including – but not limited to – a log of sample submissions to Coles, a submission number and a sample of the submitted item.

2.1.2. The Supplier must ensure that an assessment is undertaken of the potential effect/s of the product on other products, where it is reasonably foreseeable that it will be used with other products.

2.1.3. The Supplier must ensure that appropriate product stability testing is conducted.

2.1.4. New products must be authorised and approved by the Coles Product Technologist prior to full-scale production, to ensure their safety, quality and legality (refer to Section 2.6-Product Development Submission Standards)

2.1.5. The Supplier must provide any additional material required to substantiate claims made on product labels.

2.1.6. The Supplier must be able to provide test data that is objective, is statistically valid and supports any product claims. Independent testing may be requested by the Coles Product Technologist

2.2. Product Changes and Specifications

2.2.1. Unless given written permission by the Coles Product Technologist, the Supplier must not make changes to the product formulation / fabrication, manufacturing location, product packaging, product labelling or product specification.

2.2.2. The Supplier must not make changes to sourcing of raw materials / ingredients that may affect mandatory label requirements, such as Country of Origin declarations, without the written authorisation and approval of the Coles Product Technologist.

2.2.3. Proposed changes to products must be submitted in writing to the Coles Product Technologist.

2.2.4. Once a product has been approved, the Supplier must complete a Coles Finished Product Specification and pack-copy on ColesPLUS, and where relevant provide a Material Safety Data Sheet (MSDS). For details on ColesPLUS, refer to Appendix #3.

2.2.5. No production shall commence without an approved specification in place and verified on ColesPLUS.

2.0 Section 2

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2.3. Artwork & Labelling

2.3.1. The Supplier must ensure that all artwork and labelling must meet current Australian legislation as outlined in Section 1.4 – Legal Requirements.

2.3.2. The Coles Product Technologist must review and approve all Coles Brands product labels prior to printing.

2.3.3. The Supplier must conduct regular review of their packaging to ensure that the packaging continues to meet regulatory requirements. The Supplier is responsible for complying with regulatory requirements for artwork and packaging.

2.3.4. The Supplier must ensure that labels are accurate, are not deceptive or misleading and do not infringe on another company’s trademark.

2.3.5. Drugs, poisons and dangerous goods are examples of products with special labelling requirements. The supplier must check these products carefully to ensure that they meet the required labelling standard. A list, but not limited to, of relevant regulations or industry codes can be found in Appendix #1

2.3.6. The Supplier must keep appropriate records for current artwork and labelling, any artwork or labelling changes and any artwork and labelling reviews.

2.3.7. All labelling or printed packaging must be evaluated against an approved standard or approved artwork. Where possible approved artwork or printed packaging should come with documented colour tolerances.

2.3.8. Suppliers must be able to provide test data that is objective, statistically valid and supports any product claims stated on the label.

2.3.9. All environmental claims should comply with this standard and the requirements of Good Environmental Choice Australia Ltd. Environmental claims should also meet the Green Marketing and Trade Practices Act issued by the ACCC, and furthermore attain ISO14021 (Environmental Labels & Declarations). For further details regarding environmental claims please contact your Coles Product Technologist.

2.4. Packaging

2.4.1. Packaging includes the retail pack, the shipping carton and any individual packaging within the retail pack.

2.4.2. All packaging must meet the Australian and State and Territory regulatory requirements. Refer to Appendix #1.

2.4.3. The Supplier must assess all packaging for fitness of purpose.

2.4.4. The Supplier must ensure that all packaging is not constructed from materials, which may react with the product.

2.4.5. The package must protect the product (and product formulations, where applicable) under normal conditions of handling and storage.

2.4.6. The package must display the merchandise to its best advantage.

2.4.7. Where appropriate, particularly for formulated products, the Supplier must conduct relevant transport packaging stability trials before the product goes to market.

2.4.8. The Supplier must not use packaging that resembles common food products (for example the Supplier must not package bubble bath in a container that resembles a soft drink container).

2.4.9. The Supplier must ensure that the packaging design does not infringe on any patents or trademarks prior to producing the packaging. If there are no restrictions, the Supplier must still ensure that the packaging is not deceptive (i.e.: it cannot be mistaken or confused for a competitor’s product).

2.4.10. The Supplier must ensure that labels and packaging are printed to an appropriate standard. The inks and substrate must be able to withstand the product and the environment in which the product will be used, to ensure that safety and / or usage instructions remain legible.

2.4.11. The Supplier must ensure that labels are placed correctly on the packaging.

2.4.12. The Supplier must never use product containers or packaging that will be in direct contact with the product for any other purpose except packaging the product.

2.4.13. For formulated products, the Supplier must ensure that clearly legible Batch Coding appears on the primary packaging and the outer pack.

2.4.14. For fabricated and textile products, relevant traceability coding must be clearly legible on primary and outer packaging.

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2.5. Product and Packaging Reference Samples

2.5.1. The Supplier must document and implement procedures to determine the use and approval of reference samples and / or component samples.

2.5.2. Reference samples of finished products must be held and stored in suitable conditions to maintain their original status. The Supplier must routinely assess samples for the duration of shelf-life (if applicable) and records of these assessments must be maintained.

2.5.3. The Supplier must keep a clearly marked reference sample standard/unit at the production line, showing the correct packaging for each product. Employees must refer to the reference standard/unit to ensure that the product is manufactured and packed correctly.

2.6. Product Development Submission Samples

2.6.1. The Supplier must provide appropriate documentation with product submission samples. The Supplier may be asked to supply other documentation as outlined in the Coles Product Attribute Brief. The Coles Brands Product Developer will supply the Coles Product Attribute Brief.

2.6.2. The Supplier must ensure that all product submission samples have a documented code number and comply with legal requirements.

2.6.3. For formulated products, where possible, the Supplier should submit product submissions samples in the final approved packaging and that have been filled and sealed on the production line.

2.6.4. All product submission samples must be representative of the product and reproducible in a manufacturing situation.

2.6.5. Where requested by the Coles Product Technologist, laboratory samples may require additional production/factory trials after the business has been awarded and / or before first production run.

2.6.6. Suppliers must provide sufficient quantities of samples with supporting testing documentation as outlined in the attribute brief or as required.

2.6.7. The Supplier may not change the product formulation or fabrication after sample submission, without prior consultation and consent from the Coles Product Technologist.

2.6.8. Where relevant, all product submission samples must undergo appropriate stability testing. If test results are not available at the time of sample submission, the Supplier must provide the results before the first production.

2.6.9. The Supplier, awarded business, must retain samples of the submission product until the completion of the first production run.

2.0 Section 2 cont.

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2.7. Product Documentation

2.7.1. Once a product has been approved, the Supplier must complete a Coles Finished Product Specification on ColesPLUS and, where relevant to the product, provide supporting documentation and a Material Safety Data Sheet. Refer to Appendix #3.

2.7.2. The Supplier must ensure that specifications exist for all raw materials (including packaging materials) and intermediate / semi-processed products (where appropriate).

2.7.3. The Supplier must retain documentation to support all product claims and manufacturing operations for a minimum of five (5) years, or as otherwise requested by the product technologist.

2.7.4. The Supplier must record all receival, testing and monitoring of raw materials and packaging. Records must be signed, dated and legible. Records of raw material testing must be produced when requested and retained for a minimum of five (5) years.

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3.1. Factory Production & Premises

3.1.1. The Supplier should ensure that the site is not located in close proximity to other industries , which pose a significant risk of contamination to the Supplier’s premises or products.

3.1.2. The Supplier must ensure that the layout of the premises and the equipment minimises the risk of cross contamination.

3.1.3. Controls must be in place to ensure materials and products are used in the correct order, and where appropriate, used within the allocated shelf or usage life.

3.1.4. Equipment must be suitably designed for the intended purpose and must be used so as to minimise the risk to product safety, legality and quality.

3.1.5. The Supplier must only use timber equipment and utensils where there is no practical alternative.

3.1.6. All internal surfaces and production equipment, including cleaning equipment, must be appropriately designed and constructed, and maintained in good condition.

3.1.7. If exposed product or packaging materials are present in an area, the area should have smooth walls, doors and ceilings, with no unsealed crevices or joints.

3.1.8. The Supplier must ensure that all areas are easy to clean, with washable floors that are easy to clean and free from cracks or crevices. Equipment must be positioned so as to give access beneath, inside and around it for ease of cleaning and servicing.

3.1.9. The Supplier must use mirrors made from stainless steel or other non-breakable materials within manufacturing areas.

3.1.10. Light fittings in raw material and packaging storage areas and production areas must have protective shielding (or be fitted with shatter-proof globes/tubes), be cleanable and accessible for cleaning and repairs.

3.1.11. Adequate lighting must be provided for all work areas. Suitable and sufficient lighting must be provided so as to permit effective inspection of product and effective inspection of cleaning practices.

3.1.12. Lagging is a type of insulation used to wrap ducts and pipes. Lagging must be in good condition and adequately sheathed/covered to prevent deterioration and deter pests.

3.1.13. Appropriate storage facilities must be provided for the control and storage of chemicals, and these storage facilities must be located so as not to compromise the safety, legality and quality of the product. Chemicals must be clearly labelled and must not be decanted unless into properly labelled and identified containers.

3.1.14. A designated and segregated Quarantine area should be provided for all defective products, packaging and materials.

3.2. Factory Repairs & Maintenance

3.2.1. The Supplier must keep a record of all repairs and maintenance work. Repairs, maintenance and modifications must be carried out with appropriate materials and in an effective manner.

3.2.2. The Supplier must ensure that the safety, legality or quality of product is not jeopardised during maintenance operations.

3.2.3. The Supplier must not use equipment while it is being repaired, or allow production to take place near repair work, unless adequate steps have been taken to ensure that the product is not contaminated.

3.2.4. The Supplier must have documented and implemented procedures for cleaning production and storage areas and equipment following any maintenance activity and prior to re-commencing production.

3.2.5. The Supplier must carry out regular internal audits to ensure that the procedures are followed and are effective in removing debris and contaminants.

3.2.6. The Supplier must carry out routine preventative maintenance to reduce the risk of product being contaminated by deteriorating or faulty equipment.

3.2.7. All external contractors and maintenance engineers must be aware of, and adhere to, the appropriate company procedures.

3.0 Section 3

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3.3. Factory Services

3.3.1. Where relevant, the Supplier should have a documented and implemented procedure to ensure that air quality and airflow do not contaminate product, product contact surfaces or packaging materials.

3.3.2. The Supplier must ensure that where the process requires screened or filtered air; the equipment used for this purpose is adequately maintained.

3.3.3. The Supplier must ensure that the factory has an adequate treatment system for the water supply, if required.

3.3.4. Where there is a need for drainage, this must be designed and maintained to minimise the risk of product damage or contamination.

3.3.5. The Supplier must have systems in place to prevent the accumulation of waste on site, and to prevent the accidental use of waste materials. Waste receptacles and waste storage areas must be clearly identified, regularly emptied and cleaned

3.3.6. External waste collection containers and compactors must be managed in such a manner as to minimise any contamination risk to raw materials, packaging or finished product.

3.3.7. Factory wastewater must undergo appropriate treatment to comply with Section 1.4 – Legal Requirements.

3.4. Factory Amenities

3.4.1. The Supplier must ensure that the factory has an adequate number of hand-washing facilities for the size and nature of the operation. The hand washing and drying facilities must be easily accessible and must not be used for any other purpose other than hand washing.

3.4.2. The Supplier should ensure that hand-washing and drying facilities are located at access to, and at other appropriate points within, production areas. All hand-washing facilities must be routinely checked to ensure that consumable items (e.g. soap, sanitiser, paper towels) are available.

3.4.3. Toilets, staffrooms, dining areas and living quarters must be adequately separated from the processing and packing areas by physical barrier, and must be maintained in a clean and sanitary condition and be in compliance with the Coles Ethical Sourcing Policy.

3.4.4. Where applicable, the staff changing facilities should be sited to allow personnel direct access to the production, packing or storage areas without recourse to any external area.

3.4.5. The Supplier must have documented and implemented procedures to ensure that personal clothing and other personal items are stored separately from the work-wear within the changing facility.

3.5. Personnel

3.5.1. The Supplier must have documented and implemented procedures to ensure that smoking, eating and drinking is only permitted in segregated and designated areas, and that these areas do not pose a contamination risk to raw materials, packaging, work in progress and finished product.

3.5.2. The Supplier must ensure that documented and implemented procedures are in place to restrict access to processing areas to authorised personnel.

3.5.3. The Supplier should documented, implement and monitor a personal hygiene policy and procedures, which are applied to all personnel, including sub-contractors and visitors to the factory.

3.5.4. Suppliers of formulated products must have a documented and implemented procedure to ensure that staff do not wear false nails, nail polish, jewellery or loose personal items (e.g. ties) in handling, production or packing areas. Medic alert bracelets or necklaces / jewellery that cannot be removed must be worn under protective clothing.

3.5.5. Suppliers of fabricated or textile products should ensure that appropriate measures are in place to minimise the risk of damage or contamination to products from personal attire or jewellery, and to ensure that staff safety is not compromised.

3.5.6. All wounds and infections in exposed skin must be protected with a clean, brightly coloured, waterproof dressing or adhesive bandage.

3.5.7. Where metal detection systems are in place, the dressings used for wounds or skin infections should be detectable and regularly tested through the metal detection system to ensure that the system rejects them.

3.5.8. Suppliers of formulated products must have a documented and implemented procedure for the notification by employees, including casual or temporary employees, of any relevant infectious disease. Where an employee notifies the Supplier of any infectious disease, steps must be taken to minimise any risk to product safety. Records of staff illness must be maintained.

3.5.9. Employees must not keep personal items or any loose articles, such as untethered pens, bolts, washers or screws, in production areas.

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3.6. Staff Training

3.6.1. The Supplier must ensure that all employees are adequately trained, are able to demonstrate competence with regards to their activities and that a programme of refresher training is in place.

3.6.2. The Supplier must have documented training procedures and records to demonstrate that training is appropriate and effective.

3.7. Protective Clothing

3.7.1. The Supplier must ensure that, where a need for protective clothing has been identified, this clothing is laundered effectively on a regular basis.

3.7.2. Disposable protective clothing (e.g. gloves, hair nets) if used, must be subject to adequate control measures to avoid product contamination.

3.7.3. Where a need for protective clothing has been identified, the Supplier must ensure that all personnel, sub-contractors and visitors receive and wear appropriate, clean protective clothing in production and packing areas.

3.7.4. Suppliers must ensure that personnel, sub-contractors and visitors do not wear false nails, nail polish, jewellery or loose personal items (e.g. ties) in handling, production or packing areas.

3.7.5. Where required, all personnel, sub-contractors and visitors must wear suitable head or hair coverings, including beard snoods/guards. Any head or facial hair of 3mm or more in length must be covered.

3.7.6. All personnel, sub-contractors and visitors must remove outer protective clothing (e.g. aprons, coats) when they leave the production or packing areas.

3.7.7. Suitable footwear must be worn within the factory environment. Where appropriate, personnel, sub-contractors and visitors must also receive and wear shoe covers.

3.8. Pest Control

3.8.1. The Supplier should prevent pests entering all enclosed areas (i.e. by fitting the areas with air lock entries, plastic strips, air curtains, self-closing doors or remote control doors).

3.8.2. Perimeter walls, roofs and ceilings should be free of gaps that may allow pests to enter or shelter in the building. Areas around the building should be maintained to deter pests.

3.8.3. Windows or other openings must be suitably screened or sealed to prevent pests entering the building. Where appropriate, drains should be fitted with screens and traps to prevent pest entry.

3.8.4. The Supplier must either contract the services of an external pest control organisation or have trained personnel for the regular inspection and treatment of premises to deter and eradicate infestation. Where the services of a pest control contractor are employed, the service contract must be clearly defined and reflect the activities of the site.

3.8.5. The pest control program must incorporate regular audits and routine inspections for pests and signs of pest activity. The Supplier must keep a plan showing the location of numbered bait stations and insect trapping devices.

3.8.6. If pests are found, the Supplier must immediately take appropriate action. The Supplier must keep records of the type, nature and location of any pests found, and the action taken to correct the problem.

3.8.7. Insect killing, trapping and repellent devices must be installed in appropriate locations to minimise the risk of insect contamination. Devices must not be located near exposed product, product packing surfaces or product packaging.

3.8.8. The Supplier or pest control service must only use registered pesticides. The Supplier must ensure that pesticides to not contaminate product, product packing surfaces or product packaging. Current copies of Material Safety Data Sheets (MSDS’s) must be held for all pest control chemicals.

3.9. Contamination3.9.1. The Supplier must ensure that all necessary steps are

taken to identify and control the risk of foreign object and / or foreign matter contamination.

3.9.2. If there is a significant risk of contaminants in raw materials, the Supplier must have processes to detect and remove them (i.e. sieving, floating, metal detectors, x-ray etc). The Supplier must implement appropriate control measures where either the contamination is possible or injuries caused by contaminants in product would be serious.

3.9.3. When a contamination is detected, affected product must immediately be isolated and quarantined. A risk analysis must be performed to determine if stock is suitable for release of if it needs to be destroyed. If there is any doubt the relevant Coles Product Technologist must be consulted. Corrective actions must immediately be undertaken to prevent a reoccurrence of contamination.

3.9.4. Where a metal or foreign body detector is required, the Supplier must establish, validate and apply the critical limits for detection. The critical limits must incorporate such factors as the nature of the product and the location and sensitivity of the detector, along with any factors, which may affect the detector’s sensitivity.

3.0 Section 3 cont.

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3.9.5. Where a foreign body detector is required, the Supplier must document and implement procedures for the operation, routine testing, monitoring and calibration of the detector. Records of monitoring, testing and calibration must be maintained. Refer to Appendix #2.

3.9.6. Knives with snap-off blades must not be used in production, packing or storage areas.

3.9.7. Metal detectors are compulsory for all manufacturers of Coles Brands fibre-based products. If supplying fibre-based products to Coles, the Supplier must have a metal detection system in place. Refer to Appendix #2.

3.9.8. If recycled office documents are used as raw materials for fibre-based products, the Supplier must develop, document and implement appropriate control measures for all finished products, regardless of the proportion of virgin fibre or recycled content. Refer to Appendix #2.

3.9.9. The Supplier must ensure that products are processed, handled, stored and transported under conditions that ensure product safety and best possible quality and prevents contamination and damage.

3.9.10. The use of wood within raw material handling, preparation, processing, packing and storage areas must, where appropriate, be eliminated.

3.9.11. All conveyor lines, vats, tanks, fillers or other bulk containers of product must be covered. The Supplier must ensure that conveyor lines are only uncovered where there is a low risk of contamination (e.g. the ceiling is smooth and the conveyor system is smooth and elevated).

3.9.12. Suppliers of textile products must ensure that Needle Control procedures are documented and implemented. This shall include a final needle/pin inspection of finished product. Records of the final inspection shall be maintained.

3.10. Glass Handling

3.10.1. Where applicable, procedures for handling glass, ceramics and brittle plastic breakages within raw material handling, preparation, processing, packing and storage areas must be documented, implemented and monitored.

3.10.2. The Supplier must ensure that glass, ceramic or brittle plastic items are not taken into raw material or production areas unless the finished product is to be packed in such containers.

3.10.3. If product is to be packed into glass, ceramic or brittle plastic containers, the Supplier must ensure that the containers are sound, clean and free of fragments.

3.10.4. Where applicable, the Supplier must have a written procedure to follow outlining the practices to follow if a glass, ceramic or brittle plastic container breaks at the filler or capping stations. This procedure must include appropriate receptacles being provided for disposal damaged and affected stock. When breakage occurs, the Supplier must ensure that containers two meters (2 mt) to each side of the breakage are reinspected and / or discarded.

3.10.5. The Supplier must have effective cleaning procedures that will remove all broken glass, ceramics or brittle plastic fragments, including fragments, which may be embedded in rubber filler flanges.

3.10.6. The Supplier must maintain a breakage log showing the time of each breakage, the action taken, the products and batch codes being produced on the affected line and adjacent lines, and the time the line/s restarted.

3.11. Cleaning and Sanitation

3.11.1. The Supplier must have documented and implemented procedure for cleaning and sanitation. The procedures must include each item that is to be cleaned and the method of cleaning.

3.11.2. Where relevant, the Supplier must clean (and sanitise where appropriate) all handling, processing and packaging equipment and utensils at least on a daily basis. Cleaning must be carried out in line with the procedures and must be effective in preventing product contamination.

3.11.3. The effectiveness of cleaning and sanitation procedures must be verified and recorded.

3.11.4. Cleaning chemicals and equipment must be suitably identified and controlled to prevent the risk of product contamination and must be stores separately from production storage and handling facilities. Current MSDS’s must be held for all cleaning chemicals.

3.11.5. Equipment and utensils must be cleaned at dedicated wash facilities unless they cannot be moved to an appropriate facility.

3.11.6. The Supplier must ensure that appropriate standards of hygiene and housekeeping are maintained at all times.

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4.1. First Production Requirements

4.1.1. Before First Production can commence, the Supplier must ensure that the appropriate documentation is forwarded to the Coles Product Technologist

4.1.2. The Coles Product Technologist may attend the First Production. In order to do so, the Supplier must inform the Coles Product Technologist of the manufacturing date for First Production, at least two weeks prior to the manufacturing date for locally (Australian or New Zealand) made product and at least four weeks prior to the manufacturing date for product made overseas.

4.1.3. The Supplier must ensure that First Production samples are representative of the production run and are accompanied by a Certificate of Analysis for the sample and the batch. The Coles Product Technologist may nominate either an internal or external certificate of analysis, as appropriate for the product as being acceptable. A minimum of two First Production samples must be taken from each of the start, middle and end of the production run. Note: Pre-production or mock-up samples will not be accepted as First Production samples.

4.1.4. First Production samples must be clearly labelled with:

• A batch code/production code,

• Date and time of manufacture,

• Date and time of filling,

• Name and address of manufacturer

• Stage of filling: i.e. start, middle and end

4.1.5. The Coles Product Technologist must approve first Production samples before product is released to a distribution centre.

4.2. Quality Control : Part A – Raw Materials

4.2.1. All raw materials, packaging and labelling must be checked against order requirements and inspected for cleanliness and contamination.

4.2.2. Raw materials, including bulk deliveries that are not tested on site must be accompanied by a Certificate of Analysis (C of A) from the raw material supplier.

4.2.3. Raw Materials produced on the manufacturing site (e.g. De-Ionised or Reverse Osmosis water), must be tested according to Section 4.2.2-Raw Materials C of A’s.

4.2.4. Supplier owned and sub-contracted/external storage facilities for raw materials must meet all the requirements in Section 1.4-Legal Requirements.

4.2.5. Where practicable, raw material samples should be retained for the applicable shelf life of the product or as required by the Coles Product Technologist.

4.2.6. The Supplier must record all receival, testing and monitoring of raw materials and packaging. Records must be signed, dated and legible. Records of raw material testing must be produced when requested and retained for a minimum of five (5) years.

4.2.7. Suppliers should routinely audit their raw material, packaging and labelling suppliers.

4.2.8. Raw materials, packaging and labelling must be stored in a clean and dry enclosed environment to avoid any risk of cross contamination.

4.2.9. Suppliers should have an appropriate sampling system in place taking into account quantity of material, packaging or labelling received such that the sample is representative of the delivery

4.2.10. All raw materials, packaging and labelling must be quarantined until such time as they are approved by QC. Failed items must be clearly marked and isolated from other products.

4.2.11. Raw material and packaging should contain appropriate labelling to identify:

• Name of supplier,

• Name of material,

• Batch code of material,

• Date of arrival & date of QC approval,

• QC signature of approval

4.2.12. The supplier must record all testing and monitoring. Records must be signed and dated, be legible and produced when requested. Records must be retained for a minimum of five (5) years.

4.0 Section 4

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25 Non Food Coles Brands Supplier Standard – QC-NF1

4.2.13. All labelling or printed packaging must be evaluated against an approved standard or approved artwork. Approved artwork or printed packaging where possible should come with colour tolerances.

4.3. Quality Control : Part B – Finished Product

4.3.1. The Supplier must have policies and procedures to ensure that all finished product meets the Coles agreed Finished Product Specification. These policies and procedures must include the methodology and frequency of analysis.

4.3.2. Where applicable, Finished Product must be microbiologically, chemically and physically sound and meet the Coles Group Ltd agreed Finished Product specifications.

4.3.3. Each batch of product (including packaging) must be tested and assessed to ensure that it meets the Coles agreed Finished Product Specification. For formulated products, if the process is continuous, the Supplier must ensure that product is tested at least every 1 to 2 hours.

4.3.4. For formulated products, internal or outsourced laboratories must be accredited by a national accreditation body for the testing being undertaken. Before testing, the Coles Product Technologist must approve the laboratory.

4.3.5. For soft-goods and textile products, the Supplier must ensure that Coles’ fabric performance standards are maintained by using a Coles-approved laboratory. Contact your Coles Product Technologist for details.

4.3.6. The Supplier must ensure that Finished Product is not released unless all release procedures have been followed, and must ensure that product is only released by authorised personnel.

4.3.7. The Supplier must record all testing and monitoring of Finished Products. Records must be signed and dated, legible, able to be produced when requested and held for a minimum of five (5) years.

4.4. Production Retention Samples

4.4.1. The Supplier must hold retention samples from each batch of finished product for a minimum of 1 year from the date of dispatch, or where applicable, until the expiry date of the product, or as per timeframes agreed to by the relevant Coles Product Technologist.

4.4.2. The Supplier must retain production samples to aid investigation in the event that a complaint is received. Procedures must be in place to document the approval of retained samples and / or component samples.

4.4.3. Production retention samples must be handled and stored in suitable conditions to maintain their original status.

4.4.4. At the end of their storage period, retention samples should be evaluated for their stability and compliance to the finished product specifications and allocated shelf life. Records of the evaluation shall be maintained and retained for a minimum of five (5) years.

4.5. Weights & Measures

4.5.1. If a product is sold by Volume, but packed by Weight, the Supplier must determine the specific gravity of the product before each production run or batch, and adjust the fill weight to ensure that the correct volume is packed.

4.5.2. Where applicable, the finished product must be equal to or greater than the minimum net weight, volume, count or dimensions stated on the product packaging.

4.5.3. Where applicable, the Supplier must conduct compliance checks to ensure that products have the correct minimum net weight, volume, count or dimensions at least once every hour.

4.5.4. Where applicable, the Supplier must allow for volume or weight loss during shelf life. Monitor loss and keep records to ensure that appropriate allowances are made.

4.6. Calibration

4.6.1. The Supplier must ensure that all measuring, monitoring and testing equipment that affects product compliance, quality or safety is checked and calibrated as specified in the verification schedule. All measuring devices must be independently calibrated at least once every twelve (12) months.

4.6.2. The identified measuring, monitoring and testing devices must be prevented from adjustment by unauthorised staff.

4.6.3. The Supplier must document the checks, results and any corrective actions and records of all calibration activities must be maintained for a minimum of five (5) years.

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4.7. Lot Identification, Traceability, Recall & Withdrawals

4.7.1. The Supplier must have a documented and implemented system of traceability, with the capability to trace all raw materials, packaging and components from receival through to delivery of finished product to Coles and vice versa. This system must include full traceability on any re-worked product.

4.7.2. The traceability system must include validation and verification of any automatic systems used (e.g. systems used for dispensing, ordering or processing).

4.7.3. Where applicable, the traceability system must be able to identify batch records (including product formulation), raw materials batch number, quantity, date, equipment used, packaging and shipping records for finished product, finished product batch records or lot number, destination and similar information.

4.7.4. The Supplier must regularly test the system to ensure that traceability can be fully maintained. To test the system, a “product trace-back” should be conducted at least annually, including all raw materials, packaging and other inputs.

4.7.5. All outer cartons of finished product must include clear and legible lot code identification that provides traceability. A production Lot Code is acceptable, provided that it allows for a specific day’s production to be identified.

4.7.6. All retail packaging must be appropriately marked with batch or lot codes, or serial numbers where applicable.

4.7.7. The Supplier must have a documented Product Recall and Withdrawal procedure to identify, isolate and retrieve from distribution, trade or consumers any products that are: hazardous, potentially hazardous or not in compliance with the finished product specifications and/or Supplier Agreement. Arrangements for notifying relevant stakeholder within a specific timeframe must be defined within the procedure, along with roles and accountabilities of key staff.

4.7.8. The Recall Procedure must be capable of being operated at any time and will take into account notification to the supply chain, stock return, logistics for recovery, storage and isolation of recovered product and disposal.

4.7.9. The Recall and Withdrawal procedure must clearly make reference to out-of-hours contact details for Coles Group Ltd by implementing the use of the Recall and Withdrawal form available on the Coles Supplier Website (www.supplier.coles.com.au/recalls-and-withdrawals/default.aspx)

4.7.10. To ensure it is effective, the Recall and Withdrawal Procedure must be tested at least annually by conducting a Mock Recall based on a raw material or component part, rather than on a finished product. Records of the Mock Recall must be maintained.

4.7.11. The Supplier must obtain Coles Group Ltd’s agreement before taking action to address any serious problem with a Coles-branded product.

4.0 Section 4 cont.

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4.8. Customer Complaint Handling

4.8.1. The Supplier must demonstrate senior management commitment to ensure complaint processes reflect key performance criteria relating to customer focus and satisfaction.

4.8.2. The Supplier must have a documented procedure for investigating all report complaints and incidents of non-conforming product. The procedure must include a process flow for the management of complaints, and recording the receipt, investigation and resolution of complaints about product safety, legality and quality.

4.8.3. All complaints must be logged and reviewed on a regular basis as part of a trend analysis. Trend analysis outcomes are to be shared and discussed with Coles and will form part of the overall supplier business scorecard assessment.

4.8.4. Corrective action plans are to be established to address identified complaints trends, and/or individual customer complaints. Corrective Actions instigated as a result of a customer complaint must be undertaken in a timely manner to prevent further occurrence of the issue or non-conformity.

4.8.5. The Supplier must take appropriate action on product faults, including providing a written report on the incident if requested by the Coles Product Technologist.

4.8.6. Complaints brought to the Supplier’s attention by Coles Group Ltd must conform to the following timelines:

• Acknowledge of the complaint and initial response to Coles’ notification within the first twenty-four to forty-eight hours (24 to 48 hours).

• Detailed follow-up report to be sent to Coles within five (5) working days, including initial findings of investigation and a timeline for completion of investigation and implementation of Corrective Actions.

4.9. Post Launch Quality Monitoring & Verification

4.9.1. Quality Systems must support continuous quality improvement. Finished product is to be routinely assessed against the agreed finished product specification criteria to demonstrate effective operation. Procedures must be in place to ensure verification of safety, regulatory and quality criteria. Documented records of all checks are to be maintained.

4.9.2. If required by Coles, Suppliers may be instructed to conduct testing at a nominated independent third-party testing authority, as part of the agreed post launch verification programme. In this instance the Third party testing authority will produce the required Testing or Analysis Certificates.

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Appendix 1Regulatory Agencies and Codes, Business Information, Australian and New Zealand Standards

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Refer to the below table for a list of Australian regulatory agencies and governing bodies and a link to their website.

Resource Role Internet address

The Australian Competition and Consumer Commission (ACCC)

Develops and provides regulations and information for consumer-related matters, including cosmetic regulations.

www.accc.gov.au

Product Safety Recall Australia A federal government website listing all product recalls in Australia.

www.recalls.gov.au/

Banned Goods Full List Australia Banned list of products under the Trade Practices Act

www.accc.gov.au/content/index.phtml/itemId/780100

Australian Quarantine Inspection Service (AQIS)

Regulates goods imported to and exported from Australia.

www.aqis.gov.au/index.htm

Australian Customs Services Provides information on prohibited imports and goods.

www.customs.gov.au

Australian Pesticides and Veterinary Medicines Authority

Develops and provides regulations and information for agricultural and veterinary chemicals.

www.apvma.gov.au/

Ministerial Council on Consumer Affairs Australian Federal Consumer Affairs www.consumer.gov.au/

NSW Fair Trading Office State government consumer protection agency providing state regulations and information for consumer protection.

www.fairtrading.nsw.gov.au

QLD Office of Fair Trading State government consumer protection agency providing state regulations and information for consumer protection.

www.consumer.qld.gov.au

The Department of Justice and Attorney-General, Queensland

State government consumer protection agency providing state regulations and information for consumer protection.

www.justice.qld.gov.au/

Consumer and Business Affairs Victoria State government consumer protection agency providing state regulations and information for consumer protection.

www.justice.vic.gov.au

Department of Justice Victoria State government consumer protection agency providing state regulations and information for consumer protection.

www.justice.vic.gov.au/

SA Office of Consumer and Business Affairs State government consumer protection agency providing state regulations and information for consumer protection.

www.ocba.sa.gov.au

Tasmanian Department of Justice, Consumer Affairs and Fair Trading


www.consumer.tas.gov.au/

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Northern Territory Government Department of Justice


www.nt.gov.au/justice/

ACT Office of Fair Trading Develops and provides uniform national regulations and information for consumer protection.

www.ors.act.gov.au/fairtrading/index.html

WA Consumer Protection State government consumer protection agency providing state regulations and information for consumer protection.

WA

Australian Dangerous Goods code Sets out the labelling, packaging and handling requirements for dangerous goods.

Australian Dangerous Goods Code

Uniform Scheduling of Drugs & Poisons (SUSDP)

Sets out the labelling and packaging requirements for drugs and poisons.

Standard for the Uniform Scheduling of Drugs and Poisons (SUSDP)

National Occupational Health & Safety Commission

Develops and provides regulations and information for occupational health and safety

National O. H. & S. Commission

Food Standards Australia & New Zealand (FSANZ)

Develops and provides standards and information for food safety. Includes the Australian Food Standards Code.

Food Standards Australia New Zealand (FSANZ)

Therapeutic Goods Administration Develops and provides regulations and information on therapeutic goods.

Therapeutic Goods Administration

Therapeutic Goods Advertising Code Information about health care advertising. Therapeutic Goods Advertising Code (TGACC)

National Industrial Chemicals Notification and Assessment Scheme (NICNAS)

Regulates industrial chemicals, including cosmetics.

National Industrial Chemicals Notification and Assessment Scheme (NICNAS)

Good Environmental Choice Australia (GECA)

Good Environmental Choice Australia Ltd. Standard for environmentally responsible products.

Good Environmental Choice – Australia Ltd

The Australian Government Department of the Environment, Water, Heritage and the Arts

Energy and Water efficiency & Legislation www.environment.gov.au/

Australia Government’s Guide to Energy Efficiency (MEPS)

Electrical energy efficiency ratings – Registration & Compliance

www.energyrating.gov.au/

The Australian ENERGY STAR programme Electrical energy efficiency ratings programme www.energystar.gov.au/

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Energy Safe Victoria Victorian Electrical & Safety regulations www.esv.vic.gov.au/

Water Efficiency Labelling and Standards (WELS) Scheme

Water efficiency labelling, legislation & regulations for appliances and all water related products

www.waterrating.gov.au/

The Australian Communications and Media Authority (ACMA)

Radio communication equipment – classification of all electronic & electrical products

www.acma.gov.au/

Department of Broadband, Communication and the Digital Economy – Digital Switchover Taskforce

Taskforce for the digital medium change over www.digitalready.gov.au/

ACMA’s Digital Radio Site Information on digital planning & schedules www.acma.gov.au/WEB/STANDARD/1001/pc=PC_90054

Department of Broadband, Communication and the Digital Economy – Digital Radio

Digital radio readiness and rollout www.dbcde.gov.au/radio/digital_radio

RAPEX is the EU rapid alert system for all dangerous consumer products

European Recall site – current overseas recall activity

ec.europa.eu/consumers/dyna/rapex/rapex_archives_en.cfm

Refer to the below table for a list of Australian regulatory agencies and governing bodies and a link to their website.

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SAI GLOBAL

Australian & New Zealand Standards

All product related standards for the Aust & NZ markets

http://infostore.saiglobal.com/store/?gclid=CIL7v8yr0ZsCFcEtpAod-U9fLg

COLES – Supplier web site All business specific information & Standards relating to doing business with Coles Supermarkets

http://supplier.coles.com.au/quality/policies-and-guidelines.aspx

Coles Group

Supplier E-Trading site

Business specific information – Ethical Sourcing code, labelling information etc.

http://et.colesgroup.com.au/default.asp

Refer to the below table for a list of Business Information sites and Australian and New Zealand Standards and a link to their websites.

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Website links verified as of 11/09/09

Appendix 2Metal Contamination of Fibre-Based Products

All factories manufacturing these products under Coles branding must have in place a range of metal contamination control measures which include:

1. Metal detection of all finished Coles Brands products supplied to Coles group Ltd. Such equipment must be sensitive enough to detect small metal contaminants that may be generated by production processes or introduced via raw materials. They must be tested every two (2) hours using appropriate test pieces and the results recorded and retained for a minimum of two (2) years.

2. Additional metal separation measures must be used in conjunction with Finished Product metal detection. Suggested measures include (individually or in combination):

- Sieving

- Centrifugation

- Visual Inspection

- Magnets

The quantity and type of any metal contaminants detected via such processes must be monitored and recorded, and any increase outside specification must be investigated. The source of the increase must be identified and control measures implemented.

3. Restriction of metal objects in production areas.Metal objects (or those capable of generating other dangerous contaminants, e.g. glass) must not be allowed in production areas.

Local and overseas agents for fibre-based manufacturers are responsible for ensuring the above measures, and all elements of this standard, are complied with. Failure to comply with these requirements may affect your supply status for Coles Brands products.

Facial Tissues Baking & Grease-proof Paper Nappies

Toilet Tissues Waxed Lunch Wrap Sanitary Protection Items

Kitchen Towels Paper Lunch Bags Incontinence Pads

Serviettes & Napkins Paper Plates Nursing Pads

Household Textiles Apparel Baby / Personal Wipes

Metal detectors are compulsory for manufacturers of Coles Brands fibre-based products.

A significant metal contamination incident has underlined the importance of metal contamination control measures for manufacturers of fibre-based products, including but not limited to:

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Appendix 3ColesPLUS

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Coles Group Ltd Supermarkets in collaboration with service provider Agentrics, have developed a new, web enabled IT solution called ColesPLUS (Coles Product Lifecycle User System).

ColesPLUS will enable Coles to better manage our product quality and development process, by giving Coles and our Coles Brands Suppliers a more efficient means of collecting and sharing data on our products.

To learn more about ColesPLUS and to assist you in getting started, you will need to :

•• Contact your Coles Brands Product Developer to register on the system

•• Enrol your company’s Technical Manager (or equivalent) in ColesPLUS training.

•• Commence data entry of Product Specifications for all new product development into ColesPLUS.

•• Commence data entry of all Product Specifications for all existing products into ColesPLUS.

•• Commence data entry of all Material Safety Data Sheets (MSDS) relevant to existing & new product specifications into ColesPLUS.

Recognising that this initiative requires a degree of support and education to help you get started, Coles has developed the following training formats to suit your individual business’ needs. These sessions are available free of charge,

• Classroom training (Australia only) – 5-hour interactive session covering a ColesPLUS overview, basic navigation of the system and Product Specification entry.

• Remote training – live presentation of ColesPLUS and system overview, basic navigation of the system and Product Specification entry.

• E – Learning – 5 modules, interactive session covering system overview and Product Specification entry.

ColesPLUS Use Guides have also been developed to assist you. These are available via the Coles Supplier website. To register for E-Learning, remote or classroom training courses please contact the ColesPLUS support desk by toll free number or email as per the below:

•• Within Australia – call toll free 0011 800 4367 4663 select 1, 2

•• For Suppliers outside of Australia, go to www.agentrics.com/web/agentrics/support for a list of local phone numbers.

•• Email : [email protected]

•• More information on ColesPLUS can be found on the Coles Supplier website – www.coles.com.au please log in and click Supplier > Coles Brands > ColesPLUS.

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1725

51 10

09 C

1008

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