Allergen Information and Communication to Consumers
What good communication looks like
Consumers must be able to get accurate, clear, consistent and timely allergen information. For non-prepacked food, provide it in writing where possible, or orally with a written signpost (e.g. 'Allergen information: please ask a member of staff'). Staff must be able to answer confidently and never guess. If information is not available, staff should say so and offer alternatives rather than reassure.
Concepts
Understand menu descriptors and how ambiguous terms ('creamy', 'buttery', 'flour') can mislead; allergen information should be explicit. Recognise cross-contact in service (shared tongs, garnishes, condiments) and how to communicate it. Know that 'may contain' statements are precautionary and should be used only where a real risk exists after assessment. Understand allergen matrices and allergen folders as tools, and the importance of keeping them current. Consider language and accessibility (translation, pictograms, digital menus) and that oral information must be backed up in writing.
Traps
- A sign saying 'ask staff' is acceptable only if staff are trained and the information is available.
- Verbally saying 'I think it's fine' is never acceptable.
- Digital/QR menus must still give full allergen information and be accessible to those without smartphones.
- Allergen information must be free and available before the customer orders.
Worked example
A customer asks whether the curry contains nuts. The server checks the current allergen matrix, confirms the dish uses cashew paste, and states this clearly; if the customer is unsure, the server offers an alternative dish or refers to the manager. The server does not say 'it should be fine'.