We love our customers...
At Woolworths, we are committed to providing our valued customers with safe, quality products. We put our customers first including keeping them informed of any issues with products resulting in withdrawals and recalls.
Product Safety Requirements
We take our compliance with the product safety requirements of the Australian Consumer Law seriously.
For our own brand products this includes ensuring that:
- the products we supply comply with the product safety standards and Australian Consumer Law requirements;
- we have appropriate policies that describe when and how we:
- recall goods; and
- compensate you for loss caused by goods with a safety defect;
- we promptly withdraw and recall products that may cause injury to any person;
- we report product safety incidents as required.
More detailed information about the ACL product safety requirements can be found at the following websites: Product Safety Australia or ACCC.
Woolworths Product Safety Policy
This policy applies only in respect of products sold by Woolworths Group Limited (“we”) on Woolworths Online, and does not apply to Everyday Market from Woolworths products.
We are committed to ensuring that all products we sell are safe and of the highest quality across all our Woolworths' businesses in Australia and New Zealand.
Together with our Suppliers, we have a responsibility to provide high quality products and services to our customers.
How to Report an Incident
If you purchased a product from us and wish to report a product safety related incident please
Once we have your details and the incident your report will be progressed according to our product safety policies and procedures.
How an incident is dealt with
Once we have received notice of a product safety incident (see How to Report an Incident above):
- Our contact centre records incidents according to their type and assigns a 'Severity' rating to ensure it receives the proper escalation and attention.
- If the incident cannot be resolved at the point of contact, the incident is assigned to the relevant person. If further investigation is required, we will contact you. The level of investigation undertaken is commensurate with the seriousness of the complaint.
At a minimum all complaints relating to serious injuiries (incidents we classify as Severity 1) must have a formal investigation commenced to identify root-cause within a reasonable timeframe having regard to the incident.
We aim to find a commercial and fair solution to our customer's complaint using all relevant information and common sense.
In making a decision, we must always consider the following:
- the law;
- industry codes and guidelines;
- what is the fair and reasonable thing to do in the circumstances.
Product Recalls
WoolworthsOur most important role is to provide you with safe, quality products. We put our customers first including keeping them informed of any issues with products resulting in withdrawals and recalls.
Our response to products that have been recalled or withdrawn from sale is determined by our internal policy and the following priorities:
- Protecting the health and safety of our customers and staff.
- Complying with legal requirements.
- Maintaining our reputation for quality products.
Details of all products recalled by Woolworths supermarkets in the past 12 months is available here.
Product Safety Australia
If you want more information about a recalled product (in Australia) you can use the links below to access the most up-to-date product recall information. This information is maintained by Australian Competition and Consumer Commission.
The ACCC's website is Product Safety Recalls Australia. This website has information about all product safety recalls directed at consumers in Australia.
Food specific information
Food Standards Australia New Zealand (FSANZ) coordinates and monitors food recalls in Australia and New Zealand. Recalls occur after consultation between State food authorities and the manufacturer or importer. Information about current food recalls and what to do if you have a product that has been recalled is available at the Food Standards Australia New Zealand web-site.
How to stay safe online
Your online safety is important to Woolworths and we are committed to constantly improving our customers' online security.
If you've experienced any cyber bullying and/or abuse, image-based abuse or material that promotes, incites, instructs or depicts illegal, offensive or abhorrent behaviour, please report it to the eSafety Commissioner at https://www.esafety.gov.au/report.
The eSafety Commissioner is Australia's independent regulator for online safety. Their purpose is to help safeguard all Australians from online harms and to promote safer, more positive online experiences. The regulator is responsible for identifying and removing illegal online content, tackling online abuse and providing a complaints service to raise online safety concerns.
Alternatively, if you wish to contact Woolworths, please use our chat function.
To assist with protecting your identity online, please refer to the IDCARE - a national identity and cyber support service at: https://www.idcare.org/.
Set up parental controls and content filters
The eSafety Commissioner is where you can find valuable information relating to parental controls guidance, tips and resources.
Parental controls often include a content filter. Content filters are a good way to limit or block children from seeing online content you don't want them to see, including sexually explicit content, extreme crime and violence, drug related material and more. In Australia, these are classified as illegal and restricted content. You can read more about illegal and restricted content on the eSafety Commissioner's website.
Parental controls exist in various places and it is important to ensure children are protected by following some basic guidelines;
- monitor what children are doing online;
- set rules and limits about using social media;
- limit access to websites and content;
- set limits on screen time; and
- use up to date filters and software to ensure children's safety.
Many devices, like your computer or phone, will have built-in parental controls. Others are available as third-party software or in certain apps and services, like streaming services, social media or search engines. If you’re paying for third-party security software, you can check the app that comes with it to see if parental controls are included.
If the parental controls you're using don't include a content filter or you would like other options, please refer to the list of content filters accredited by the Family Friendly Filter Program on the Communications Alliance website.
Please be aware that some gaming devices may have functionality that allows end users to freely browse the internet using such device. Please refer to the gaming device’s packaging and / or the manufacturers website to find out if your gaming device has this functionality.