Canada Organic Office - Operating Manual

Part E - Consumer and Trade Complaints Related to Organic Product Claims

Table of Contents

• E.1 Objective
• E.2 Scope
• E.3 References
• E.4 Filing a Complaint
• E.5 Procedure to Respond to Complaints Related to Organic Claims
• E.6 Frequency
• E.7 Person's Responsible
• E.8 Reporting and Records
• E.9 Training

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E.1 Objective

To outline how consumer and trade complaints regarding organic product claims should be reported.

E.2 Scope

This section describes procedures related to complaints concerning organic claims on products.

Other complaints concerning the validity of the organic certification or compliance of a product to the CAN/CGSB 32.310 and CAN/CGSB 32.311 should be directed to the Canada Organic Office. Complaints concerning the administration of the Canada Organic Regime or complaints concerning designated CVBs or accredited CBs should also be directed to the COO.

E.3 References

CFIA Complaint manual and area operations resources.

E.4 Filing a Complaint

Complaints regarding organic product claims can be reported to the CFIA by telephone at 1-800-442-2342 or by contacting a local CFIA district office.

E.5 Procedure to respond to complaints related to organic claims

E.5.1 CFIA inspection staff will respond to organic claim complaints following the procedures established in their office or that have been developed by their Commodity Inspection Program.

E.6 Frequency

The frequency will depend upon the number of complaints received.

E.7 Person's Responsible

CFIA inspection staff will respond to organic claim complaints.

E.8 Reporting and Records

The CFIA inspector will report findings as per the commodity inspection protocols. The inspector will forward a copy of the report and any resulting compliance actions to the Canada Organic Office.

E.9 Training

Only CFIA inspectors who have completed the organic training module should conduct organic label verifications.

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