Woolworths 'The Fresh Food People'

Woolworths is committed to only selling products that meet all Australian regulatory requirements and comply with relevant safety and quality standards.

Notification

• Vendors are required to call their primary contact within the Woolworths business division with whom you deal (usually the buyer) as soon as you become aware of a potential safety or quality concern with a product you supply that may result in a recall or withdrawal
• If your primary contact is not available or if they have not returned your call within the first hour of you attempting to initiate contact, you should call the Woolworths Withdrawal/Recall  team without delay (details provided below). The Woolworths Withdrawal/Recall  team will then record the details pertinent to the issue and contact your usual Woolworths buyer using internal communication channels.
• If you become aware of a potential product recall or withdrawal outside of business hours, this should be reported to Woolworths Withdrawal/Recall  team and your commercial contact without delay.

Submission

• Woolworths would like to advise that our preference is that the required information to submit a recall or withdrawal is done through WOWLink or GS1 Recall in a timely manner, typically one hour from notification of the issue.
• Woolworths has 2 web-based ways to allow our trade partners to submit their withdrawals and recalls electronically.

1) The Product Withdrawal / Recall Management (PWRM) application allows you to lodge your recall or withdrawal online directly into the Woolworths system. This system is accessed from WowLink which is free of charge to vendors. User Guide for PWRM is downloadable below. To register for WOWLink click the Register button at the top of the screen.

2) GS1 Recall is an online portal that enables suppliers to create, approve and issue recall and withdrawal notifications to their customers and government agencies efficiently and securely. The service is based on GS1 standards and global best practices and is designed to increase the speed and accuracy in the removal of unsafe or unsuitable products from the supply chain. When using GS1 Recall to initiate withdrawals and recalls for Woolworths and other partners there is no requirement to enter the information into the PWRM system. Woolworths will automatically receive this information when sent from GS1 Recallnet. To register for GS1 Recall please visit: hhttps://www.gs1au.org/our-services/recall/preform/

The manual AFGC A&NZ Product Recall Withdrawal form is only to be completed by vendors who have not registered for either of the above noted systems or when the system is unavailable. Using the manual form is the least preferred option and delays our ability to effectively manage your withdrawal or recall.

Cost Recovery

Under the National Vendor Trading Terms, Woolworths is entitled to recover certain costs associated with executing a recall or withdrawal across our network of stores and support functions. This is in addition to claims relating to affected stock and any other costs and losses incurred by Woolworths as a result of the recall or withdrawal from sale and the return of the stock to you or the destruction of the stock.Current administration fees are as follows for Woolworths Supermarkets, Thomas Dux Grocer and the Endeavour Drinks Group. These fees are subject to change.

• Product Withdrawal - $79.00 (includes GST) charge per store will be levied.

• Product Recalls - tiered charges based on time of notification to Woolworths.

• Mon - Fri 8.00am - 1.00pm - $79.00 (includes GST) per store will be levied.

• Mon - Fri 1.01pm - 5.00pm - $79.00 (includes GST) plus 50% per store will be levied.

• Mon - Fri after 5.01pm plus Sat & Sun - $79.00 (includes GST) plus 100% per store will be levied.

Should you have any concerns with payment of these charges, please discuss this with your Woolworths buyer at the time of advising a recall or withdrawal. In the interests of customer safety, product quality and to avoid brand damage, the processing of a charge should not be seen as a deterrent for conducting a recall or withdrawal through Woolworths.

If you require clarification or should you wish to discuss any aspect of the recalls and withdrawal process, your Woolworths buyer will be happy to discuss this with you. Your Woolworths buyer is the main point of contact for all stages of the recall or withdrawal process, regardless of where the initial report was made.

Contact Details - Australia

• Woolworths Withdrawal/Recall team primary contact: 02 8885 3943

• 24/7 mobile number: 0404 829 797

• Email (Non urgent queries): Withdrawalrecall@woolworths.com.au

• Buying Team Contacts can be found under Contacts / Supermarket Product

• Wowlink Support: Contact your Local Administrator for assistance. If the problem persists, please contact our Helpdesk on 02 8885 3100.

The below government websites contain useful information on withdrawals and recalls:

• www.foodstandards.gov.au – for food products

• www.recalls.gov.au – for most non foods items

• www.tga.gov.au – for Therapeutic goods

Contact Details - New Zealand

If you are a vendor wishing to withdraw or recall a product in Progressive (New Zealand) please contact the National Compliance and Food Safety Manager, ph NZ 09 255 2148, or emailwithdrawalrecall@progressive.co.nz