Foreign Body Control & Customer Complaint Root Cause Analysis
Foreign bodies are a leading cause of food recalls and often trigger customer complaints that can damage brand trust. This is the combination of two half-day courses that perfectly complement each other. Foreign Bodies are a leading cause of recalls that are often found and complained about by the consumer. Getting to the root cause of the issue quickly can minimise the damage to your business.
Industry Best Practice Training
There are no prerequisites.
This is for you if...
- You manage or support foreign body control and complaint handling
- You work in QA, Food Safety, Production, or Operations roles
- You are responsible for investigating customer complaints
- You need to strengthen preventive controls and response processes
- You want confidence managing foreign body risks and complaint trends
Course Overview
Course Length
- 1 Day
Course Delivery
- Virtual Classroom (Online, trainer-led)
- In-house (at your facility for groups)
Course Modules
- Foreign Bodies Types
- Foreign Body Control for Raw Materials
- Foreign Body Control in the Factory Environment – Facility & Equipment
- Pre-requisite programs impacting on Foreign Body Control
- Common Customer Complaints
- Regulatory Requirements
- Investigating Customer Complaints
- Root Cause Analysis Principles
- Root Cause Identification Techniques
- Preventative Actions
Learning Outcomes
- Best practice complaint management systems and quality investigations techniques.
- Teaches several tools to be used when working through customer complaints to get to the root cause of the problem.
Presented skills
- Identifying common customer complaints and implementing mandatory reporting
- Investigative skills, including data gathering, determining causal factors and causes
- Developing recommendations and preventative actions
- Foreign bodies in food products are a major cause of customer complaints and recalls
Presented knowledge
- Sources of foreign bodies from raw materials and factory enviroment
- Control mechanisms of foreign bodies including through sieving, metal detection and use of pre-requisite programs
- Control of Foreign Bodies through CCPs – metal detection and sieving
Qualification
- Non-accredited training
- A certificate of completion will be awarded at the end of this course.
Who should attend
This course is perfect for the whole quality team
- QA and food safety teams
- Production and operations staff
- Customer complaint / quality investigation personnel
- Anyone involved in recall prevention, traceability, or product integrity
- In-house vs Public
Public Training
Public training is ideal for individuals or small teams who want a live trainer. Sessions are held virtually, so you can join from anywhere, and we mail out physical training materials before the course. You get structured, industry-focused learning with the chance to ask questions in real time.
In-house Training
Ideal for teams of three or more. Our trainer delivers the session privately, either online or on-site, and tailors the content to your products, processes and part of the food industry. This format builds consistency across your team and allows for focused discussion on your real scenarios.
Course Review
Lyn Radford
Managing Director Chobani
I couldn’t speak more highly of the process and the confidence it has given us to address our gaps and deal with whatever real-life scenario comes our way.
In-House Group Training
In-house Training for Your Team
In-house training is the most effective way to build capability across your team, especially when three or more people need the same course. We deliver the session privately for your business, either online or on-site, and tailor the content to your products, processes and part of the food industry. This gives your team the chance to ask focused questions and work through real examples that matter to your operations.
We can train groups of up to 20 people however slightly smaller is ideal for discussion, engagement and hands-on learning.
How it works
- Submit the form below
Tell us about your business, the course you are interested in and the number of people you would like trained. - We review your needs
Our team looks at your products, workflows and any specific challenges you want covered. This helps us tailor the session, so it is practical and relevant. - Receive a tailored quote
Once we understand your requirements, we send you a clear quote outlining the delivery options, timing and any customisation you may want. - Training delivered your way
Your session is delivered by an experienced Quality Associates trainer who understands your section of the industry and brings real-world examples to the room. - Ongoing support
After the training, we are available to clarify any questions or next steps, so your team can apply the learning with confidence.
Why choose in-house training?
- Tailored to your products and processes
- Consistent understanding across your entire team
- Focused discussion on your real scenarios
- Efficient and cost-effective for groups of three or more
- Engaging delivery that builds capability quickly
Once you complete the form below, we will come back to you with a tailored quote and recommended approach for your team.
For All Training Enquiries
- ABN: 43 686 877 167
- Training ABN: 43 606 932 165
- RTO Number 41341
FAQs about the course
Will this course help with recall prevention?
Yes. Foreign bodies are a cause of recalls. This course teaches how to control contamination risks proactively and investigate complaints effectively to reduce recall exposure.
Do I need prior HACCP training to attend?
No prior HACCP training is required for the HARPS course itself. However, for the HACCP Refresher add-on, previous completion of a recognised HACCP course is assumed.
What are the most effective foreign body prevention tools used in factories?
Common industry controls include metal detectors, X-ray systems, sieves, filters, magnets, visual checks, and controlled equipment maintenance. These tools help verify that contaminants are removed before products reach customers.
How should food companies investigate customer complaints effectively?
A strong investigation uses root cause analysis, complaint trend reviews, product traceability, inspection of retained samples, and interviews with operators. This structured approach helps identify the real source of the issue.