Day 084 - 07 Feb 95 - Page 43


     
     1
     2   Q.   The ones that are noted, how are they noted?
     3        A.  We have an incident report form which is filled in if
     4        there is an incident within the restaurant.  If the
     5        customer is complaining of an under-cooked product it may
     6        well be just something that they think is of note and we
     7        should make a record of in case the customer comes back at
     8        a later date, we have documentation of it.  Maybe a
     9        customer accident, a customer falls over, we will take
    10        details of that down.
    11
    12   Q.   So when a customer makes a complaint -- I am trying to
    13        understand what happens.  What is the instruction for a
    14        store when a customer makes a complaint?
    15        A.  We would make sure the customer goes away feeling that
    16        their complaint has been dealt with seriously and cleared
    17        up, resolved on the spot.
    18
    19   Q.   But in terms of recording the information?
    20        A.  I think -- sorry.
    21
    22   Q.   Yes, just explain how it gets on to paper in some form?
    23        A.  I think there has to be a certain amount of discretion
    24        with the manager. The customers speak to the manager on
    25        many issues: they may have to wait a long time to be
    26        served; they may not be happy that the table was clean.
    27        There are many instances where a customer may come along
    28        and say that their food was cold, and they may come along
    29        and say, "My daughter has fallen over and damaged her
    30        arm".  There is some level within there where the manager
    31        has to decide if it goes on the incident report form.  So
    32        it is a serious occurrence, an incident, it will get
    33        recorded on there.  If it is a not a serious occurrence
    34        then it will not.
    35
    36   Q.   So if a complaint gets on to incident report form it is a
    37        serious complaint, it is considered to be a serious
    38        complaint by the manager -- significant?
    39        A.  Yes, I think significant.  It is an incident report
    40        form. The very words of that, it is an incident that has
    41        happened in the store.  So an incident of significance
    42        would go on there.
    43
    44   Q.   These incident report forms, where are they sent do?
    45
    46   MR. RAMPTON:  My Lord, I now intervene.  I have sat patiently
    47        for the last 10 minutes hearing the noise of fishing nets
    48        being rattled.  I do it for this reason.  The Defendants
    49        made an application for the discovery of documents relating
    50        to McDonald's food hygiene general statistics, I think they 
    51        called them, way back in late 1993.  Your Lordship refused 
    52        that application on 21st December 1993 page 17 letter A of 
    53        that judgment.  It is quite proper for the Defendants to
    54        investigate the Plaintiffs' procedures and how seriously
    55        they take these matters.  That is not what is going on.  It
    56        is not cross-examination.  It is fishing.
    57
    58   MR. JUSTICE BELL:  What you are on at the moment, as
    59        I understand it, is food poisoning.  Is that it?
    60

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