Nominate one person, or a team, to examine the problem, assess the risk and coordinate the recall.

Identify the steps that need to be taken to address the problem.

Decide what recall action you should take, based on the risk associated with using the product. If a product is likely to cause injury, you should ask consumers and other suppliers to return the product for a refund or replacement, or for modification. If a product is unlikely to cause injury in the short term, you should invite consumers to contact the company for a replacement product or part. You should also offer to send an agent to the consumer's home to repair or modify a product that is difficult to transport.

Identify which models or batches of the product are affected (eg, by serial numbers, batch marking), when these were produced and where they have been distributed.

Arrange to provide refunds, or replace or repair the defective product.

Notify the Minister for Competition Policy and Consumer Affairs (the Minister) in writing within two days of taking recall action. Legally, this notification must state that the goods are subject to recall and provide details of the nature of any defect.* Address the notification to the Minister and deliver it by post, fax or email to the Australian Competition and Consumer Commission at the relevant address given below:

The Hon Chris Bowen MP
Minister for Competition Policy and Consumer Affairs
c/o: Australian Competition and Consumer Commission
GPO Box 3131
CANBERRA ACT 2601

Fax: (02) 6243 1073
Email: recalls@recalls.gov.au

Prepare a notification containing:

• a clear description of the product, including the name, make, model and serial number, with a photograph or drawing, if available**
• complete contact details of the supplier including contact name and company street address, postal address, e-mail address, web site address, telephone and facsimilie numbers
• a statement of the hazard and the associated risk
• dates when the product was available for sale
• the number of products affected
• where the product has been distributed and / or exported
• what action the supplier proposes to take (including copies of any proposed recall advertisements)
• what action the other suppliers and consumers should take, and
• detailed information about using or storing the product

* Suppliers should note that the legal notification to the Minister is an official and formal requirement under S 65R of the Trade Practices Act 1974. For this reason, the notification must include the requirements listed above. Sending only a copy of a proposed/actual recall advertisement, for example, will not be considered a sufficient official/formal notification under the Trade Practices Act.

** Suppliers should also note that recalls are more effective if a photo or other image is added to our Product Recalls Australia web site entry for your recall. The ACCC therefore requests that digital images (where relevant) be provided with all recall notifications via email to recalls@recalls.gov.au

Notify overseas recipients of the recalled product in writing. If you have supplied the product overseas, you have a legal obligation to notify the recipients within a reasonable time and provide the Minister with a copy of this notification within 10 days. Address the notification to the Minister and deliver it by post, fax or email to the Australian Competition and Consumer Commission at the relevant address given above.

Liaise with relevant government agencies on the recall action

Food Standards Australia New Zealand (FSANZ) for food recalls,

Department of Infrastructure, Transport, Regional Development and Local Government (INFRASTRUCTURE) for motor vehicle recalls,

Therapeutic Goods Administration (TGA) for therapeutic goods,

Australian Pesticides & Veterinary Medicines Authority (APVMA) for agricultural and veterinary chemcials,

State and Territory electrical regulators for electrical goods,

State and Territory gas regulators for gas appliance products,

Product Safety Policy Section of the Australian Competition and Consumer Commission and State and Territory Consumer Affairs agencies for other consumer products.

Check with the responsible authority to make sure you are aware of the correct procedures.

Notify distributors, wholesalers, importers, agents and retailers quickly and in writing. If the risk is particularly serious you should, if possible, notify them directly by email, fax or telephone.

Notify other companies or organisations (eg, trade associations) likely to be affected by the recall.

Prepare and undertake a publicity campaign to ensure all users of the product are aware of the recall.

Arrange to destroy the defective products, or store them securely until you can modify them.

Keep a record of returned products, modified products, or replacement products or parts sent to consumers. Record consumer details, dates and any known injuries, damage or complaints associated with the use of the recalled good.

Monitor the recall using your records of returns. If the recall has not achieved a satisfactory rate of return, you will need to develop new publicity strategies. Analyse your records to see which suppliers, or which regions, have a low return rate and choose suitable methods to inform these suppliers of the recall.

Keep relevant authorities informed of the progress of the recall.

Review the effectiveness of the recall procedures once the recall has finished. Put in place any changes you consider appropriate