The
Citizens’ Charter
Ministry of Commerce,
Science & Technology
(with Energy)
FOOD STORAGE & PREVENTION of INFESTATION
DIVISION
“Ensuring Safety & Wholesomeness”
FOOD STORAGE & PREVENTION of INFESTATION DIVISION
MINISTRY of COMMERCE, SCIENCE & TECHNOLOGY (with
ENERGY)
15 GORDON TOWN ROAD, KINGSTON 6
JAMAICA, WEST INDIES
TEL: (876) 977-6816-20, 927-1929-30
FAX: (876) 977-7515
E-MAIL: cfso@fspid.gov.jm
WEBSITE: www.fspid.gov.jm
“Ensuring Safety & Wholesomeness”
Published September 2005
MESSAGE FROM THE
MINISTER OF COMMERCE, SCIENCE & TECHNOLOGY (with
ENERGY)
THE HONOURABLE PHILLIP PAULWELL
As Jamaican consumers become more discerning,
demanding and aware of their rights, it is imperative
that we gear ourselves to anticipate and respond to
new demands. The Citizens’ Charter is part of
a series of initiatives to improve standards and introduce
a greater level of transparency, responsiveness and
accountability within the public service.
The adoption of the Citizens’ Charter
by the Food Storage and Prevention of Infestation Division
(FSPID) is a significant step forward in ongoing efforts
by Government to become more customer-focused and to
provide public services in a more timely and caring
manner.
The Charter embodies the commitment of
the FSPID in carrying out the mandates of the Ministry
of Commerce, Science and Technology (with Energy), improving
the quality of the services provided, and in projecting
an image and orientation where the people of this country
have services in which they, as citizens, can be confident,
and in which our public servants can take pride. Strict
adherence will not only ensure greater customer satisfaction,
but also improved performance, understanding and cooperation
in carrying out the functions of the FSPID in ensuring
the safety and wholesomeness of food entering commerce.
Inevitably, the Ministry and all its agencies
will have a Citizens’ Charter and I certainly
welcome the initiative shown by the FSPID. Congratulations
and keep up the good work.
Phillip Paulwell
MESSAGE FROM THE
CHIEF FOOD STORAGE OFFICER, FSPID
MR. ROY H. McNEIL
The FSPID is mandated, under the Food
Storage and Prevention of Infestation (FSPI) Act (1958)
and Regulations (1973), to ensure the safety and wholesomeness
of all food and feed intended for commerce in the island.
This division of the Ministry of Commerce, Science and
Technology (with Energy) carries out its mandate by
regulating pest management and sanitary procedures in
all food processing, storage and retail facilities.
These facilities include bakeries, supermarkets, warehouses,
restaurants, food wholesale facilities, ports of entry
and even vehicles transporting food.
We, the staff members of the FSPID are
civil servants and are thus paid from public funds.
As a result, citizens are entitled to a high quality
of service and must be assured that the food on their
table is safe. The Government demands that these essential
services, which contribute to the health and prosperity
of our nation, be conducted in a most effective and
timely manner. This Citizen’s Charter outlines
the manner in which the FSPID staff shall interact with
the food industry and the general public and also state
timelines for the FSPID’s regulatory services.
The FSPID must also be viewed as an agency
which facilitates commerce. Conducting inspections,
pest control operations, research, consultations, laboratory
analyses and training will assist food establishments
in being more viable and thus contribute to the country’s
economic growth.
With our mandate in mind, the FSPID purposes
to fulfil our obligation to the nation in a professional,
efficient and timely manner as outlined by this, the
FSPID’s Citizens’ Charter.
Roy H. McNeil
THE FOOD STORAGE & PREVENTION OF INFESTATION
DIVSION
The FSPID is an organization of the Ministry of Commerce,
Science & Technology (with Energy) of Jamaica which
operates under the FSPI Act and Regulations. It has
specific responsibility for ensuring the safety and
wholesomeness of all food and feed entering commerce.
This is achieved through:
1. Inspection and disinfestation services;
2. Analyses conducted by FSPID’s laboratories
services;
3. Training and consultation.
FSPID MISSION STATEMENT
To provide technical and regulatory services to ensure
the safety and wholesomeness of food/feed entering commerce
through sound scientific principles in a timely and
professional manner.
FSPID VISION STATEMENT
A division which is equipped, structured and staffed
with qualified and competent persons to properly implement
Government’s policies.
FSPID OBJECTIVES
To achieve its mandate, the FSPID will ensure that the
following objectives are adhered to:
(1) Professional and courteous behaviour;
(2) Proper, systematic and timely conduction of inspections,
analyses, pest control operations and other functions;
(3) The use of modern standards of food quality.
SERVICE GUARANTEE OF FSPID UNITS
INSPECTORATE & DISINFESTATION
UNIT
E-mail – inspectorate@fspid.gov.jm
Being the FSPID’s front-line unit,
the Inspectorate and Disinfestation Unit is responsible
for reducing food loss due to infestation and contamination
so as to ensure that only safe and wholesome food is
offered for sale to consumers.
Services Offered
1. Regulatory inspection of food and feed at ports of
entry (including ships) and any food storage, processing
and retailing facility to ensure that food is safe and
that food areas are suitable for food storage. Other
establishments where food is prepared and/or consumed,
e.g. hospitals, prisons, schools, etc. are also inspected.
2. Random and/or selective sampling of food and feed
for analysis by FSPID’s laboratory services to
ensure that commodities are free of infestation and
contamination.
3. Disinfestation of food, feed and related facilities.
4. Regulatory fumigation of used, imported tyres to
prevent the entry and establishment of the Asian tiger
mosquito.
5. Fumigation of imported tobacco, lumber, bamboo, straw
and wicker craft and other agricultural products, which
are liable to infestation.
6. Fumigation of seeds for planting.
7. Consultation with regards to food storage and pest
management to prevent, reduce or minimize infestation
and contamination and facilitate disinfestation, inspection
and adherence to the FSPI Act and Regulations.
8. Provision of certificates for damaged/contaminated
food and feed cargo attesting to type and amount of
damage and reason(s) for disposal for insurance purposes.
9. Fumigation and provision of fumigation certificates
for durable agricultural products such as pimento, cocoa,
cola nuts, cotton and leather for export.
10. Inspection of incoming cargo of food and feed to
ascertain that commodities meet local standards.
11. Fumigation of libraries, library books, archives
and museums for preservation of material.
12. Review of pest control records of food establishments.
Service Timeframes
1. Requests for inspections, consultations and pest
control services shall be acknowledged and an appointment
made at the earliest opportunity but no later than two
(2) working days.
2. Samples shall be delivered to the FSPID laboratories
within twenty-four (24) hours of sampling.
3. Fumigation certificates shall be issued within two
(2) working days after the fumigation is completed.
ENTOMOLOGY LABORATORY
E-mail – entomology@fspid.gov.jm
This laboratory is responsible for verifying
and ensuring the wholesomeness of durable commodities
(e.g. cereals, baked products, legumes, spices) by conducting
quantitative and qualitative analyses for insect fragments,
extraneous matter and moisture content.
Services Offered
1. Insect fragment analyses of food and feed.
2. Insect detection, count, identification and qualification
to prevent loss and tainting of food.
3. Extraneous matter analyses to detect rodent hairs
and other filth.
4. Moisture content determination of commodities such
as peanuts, rice and wheat.
5. Consultation re drying and storage techniques to
prevent infestation and mould growth.
6. Small scale fumigation, e.g. of seeds and ethnic
products intended for export to meet phytosanitary requirements
and seed viability.
7. Germination tests of seeds for planting.
8. Grading services for grains and legumes.
9. Radionuclide level and silver nitrate tests.
10. Bioassays of insecticides to determine their efficacy
and recommended dosage rates.
Service Timeframes
1. Moisture content analyses will be completed within
three (3) working days after receipt of samples.
2. Extraneous matter analyses shall be completed within
five (5) working days after receipt of samples.
3. Germination tests for seeds shall be completed within
ten (10) working days.
4. Customers shall be given a response time for other
services.
RODENT BIOLOGY & CONTROL LABORATORY
E-mail – rodentbiology@fspid.gov.jm
This laboratory is directly responsible
for reducing rodent (rat and mouse) populations in and
around food and feed facilities in order to control
the spread of disease, damage and loss of food so that
local and international standards can be met.
Services Offered
1. Rodent control programmes in food manufacturing,
storage and retailing facilities. Control programmes
for prisons, post offices, schools, hospitals, etc.
may be also conducted.
2. Bioassays of local and imported rodenticides in order
to guarantee efficacy against rodent pests and safety
to non-target organisms.
3. Assistance to manufacturers of rodenticides by conducting
laboratory and field tests.
4. Inspection and consultation re rodent control and
rodent proofing.
5. Rodent species identification tests.
6. Provision of live rodents for use in educational
institutions and other laboratories.
7. Consultation and dissemination of information with
regard to rodent biology (including diseases), control,
sanitation and proofing.
Service Timeframes
1. Requests for inspections and pest control services
shall be addressed at the earliest opportunity but no
later than four (4) working days.
2. Identification tests shall be completed within three
(3) working days after receipt of samples.
3. Tests for efficacy, humaneness and safety of rodenticides
shall be completed within two (2) months.
MICROBIOLOGY LABORATORY
E-mail – microbiology@fspid.gov.jm
This laboratory conducts analyses to ensure
that food and feed meet standard requirements with regard
to microbial contamination.
Services Offered
1. Microbiological analyses (plate, coliform, yeast
and/or mould counts) of a wide variety of commodities
including:
(a) canned products, fish, poultry, soups and shellfish;
(b) processed foods (e.g. cheese, pastry, noodles, cream-filled
cakes);
(c) powdered milk and milk products;
(d) boxed and canned juices and drinks;
(e) raw materials used in food processing;
(f) animal and pet feed;
(g) spices, condiments and agricultural produce (e.g.
pimento, ginger, cocoa
beans, turmeric);
(h) fruits and vegetables;
(i) durable commodities (e.g. rice, corn, flour);
(j) damaged/contaminated cargo re providing certificates
to insurance
companies.
2. Site inspections of food facilities with regard to
contamination and sanitation.
3. Consultation re minimizing/preventing microbial contamination.
4. Provision of certificates to importers and exporters.
Service Timeframes
1. Tests for fungal contamination of food shall be completed
within eight (8) days after receipt of samples.
2. Tests for bacterial contamination shall be completed
within four (4) days after receipt of samples.
3. Requests for consultations and inspections shall
be addressed at the earliest opportunity but no later
than four (4) working days.
4. Import and export certificates shall be issued within
two (2) working days of requests after the relevant
analyses have been completed.
PESTICIDE RESIDUE/MYCOTOXIN LABORATORY
E-mail – prml@fspid.gov.jm
This laboratory has the responsibility
of ensuring that food and feed do not contain pesticides,
mycotoxins and other chemical contaminants above acceptable
levels.
Services Offered
1. Chemical, pesticide and/or mycotoxin level analyses
of a wide variety of commodities including:
(a) canned products, fish, poultry, soups and shellfish;
(b) processed foods (e.g. cheese, pastry, noodles, cream-filled
cakes);
(c) powdered milk and milk products;
(d) boxed and canned juices and drinks;
(e) raw materials used in food processing;
(f) animal and pet feed;
(g) spices, condiments and agricultural produce (e.g.
pimento, ginger, cocoa
beans, turmeric);
(h) fruits and vegetables;
(i) durable commodities (e.g. rice, corn, flour);
(j) damaged/contaminated cargo re providing certificates
to insurance
companies.
(k) water.
2. (a) Pesticide formulation analyses;
(b) Household chemicals formulation analyses.
3. Pesticide residue maximum residue limit (MRL) monitoring.
4. Rancidity testing.
5. Consultation re minimizing/preventing pesticide residue
and other chemical contamination.
6. Determination of pesticide and mycotoxin residues
for exporters for issuance of export certificates.
7. Site inspection of commodities contaminated with
pesticide, chemical and/or mycotoxin residues with a
view to preventing and controlling contamination.
Service Timeframes
1. All analyses shall be conducted within three (3)
working days of receipt after samples.
2. Requests for consultations and inspections shall
be addressed at the earliest opportunity but no later
than four (4) working days.
POST-HARVEST LABORATORY
E-mail – postharvest@fspid.gov.jm
This laboratory has the responsibility
of reducing post-harvest loss of perishable commodities
entering commerce.
Services Offered
1. Provides solutions to post-harvest problems confronting
the exporter, retailer and farmer so that losses due
to deterioration of perishables (e.g. fruits, vegetables,
root crops and ornamentals) during harvesting, packaging
and transportation are minimized.
2. Consultations with respect to proper handling methods,
treatments for extension of shelf-life, appropriate
packaging techniques, storage conditions and methods,
proper transportation and floor plan design of packing/treatment
houses.
3. Training in post-harvest technology.
4. Research for clients requiring adapted technology
as certain conditions may have to be modified to suit
the local environment.
5. Keeping farmers, retailers and exporters up-to-date
with technology through adaptive research.
6. Inspection of supermarkets, packing/treatment houses
and other food storage facilities.
Service Timeframes
Requests for inspections, consultations and training
shall be addressed within four (4) working days.
TRAINING & INFORMATION UNIT
E-mail –
training@fspid.gov.jm
This unit provides training and information
in integrated pest management (IPM), food storage, handling
and transportation and general food safety.
Services Offered
1. Designing, developing, conducting and/or coordinating
training programmes, workshops, seminars, symposia,
etc. for the food industry, pest control operators and
the general public with regard to:
(a) integrated pest management in food and food-related
area;
(b) pesticide application (e.g. fumigation, spraying,
misting, fogging and baiting) in food and food-related
areas;
(c) the identification, biology and control of pests
of food and food areas (e.g. stored product pests, rodents,
cockroaches, flies);
(d) the proper storage, handling and transportation
of food;
(e) inspection, sampling, sanitation, proofing and hygiene
in food areas;
(f) the HACCP system;
(g) food microbiology, mycotoxins and post-harvest technology.
2. Provides/organizes consultations in the above listed
areas.
3. Produces books, booklets, handouts, brochures, etc.
re the topics listed above and other topics having an
impact on food safety.
4. Provides and facilitates in-house training of FSPID
staff on various topics including IPM, factors affecting
food in storage, sampling, the HACCP system, microorganisms
and laboratory techniques.
5. Provides FSPID staff and the food industry with the
latest information re pest management and food storage
techniques.
6. Consultations with regard to adherence to the FSPI
Act and Regulations.
7. Consultation with pest control operators and food
storage, manufacturing and retailing establishments
in order for them to attain the required operating standards.
8. Provides technical information on the types of active
ingredients of pesticides allowed for use in food and
food-related areas.
9. Revises and updates the FSPI Act and Regulations.
10. Oversees the FSPID’s public relations programme.
Service Timeframes
1. Training proposals shall be prepared and sent (by
post, E-mail or facsimile) within two (2) working days
of requests.
2. Brochures, booklets, manuals, etc., shall be written
in clear, simple and easy to read language.
3. Information shall be presented to users in a manner
most appropriate to their needs.
4. The content and presentation of information and training
programmes shall be assessed regularly and feedback
solicited.
5. Library services shall be made available to the public
within two (2) working days.
BILLING & PAYMENTS
• FSPID shall pay amounts outstanding within thirty
(30) days of receipt of invoices (signed, original invoices
bearing the company’s official stamp must be submitted).
• Invoices for FSPID services shall be issued
within fifteen (15) working days after the services
have been provided.
• Organizations/persons will be allowed thirty
(30) days after the issuance of invoices to settle amounts
outstanding to the FSPID.
CUSTOMER SERVICE
The following are customer service standards which all
the FSPID staff shall adhere to:
Telephone Etiquette
• Telephone calls shall be answered within four
(4) rings.
• Employees shall state the name of the organization
(or unit if applicable) and identify themselves politely
and professionally.
• Whenever possible, persons with enquiries should
not have to interface with more than two (2) employees.
• Persons shall not be put on hold for more than
thirty (30) seconds.
Customer Visits
• Persons shall be acknowledged and guided to
the correct unit within five (5) minutes.
• For pre-arranged visits, persons shall be seen
at agreed times.
• Persons requesting to see specified officers
without an appointment shall be seen in twenty (20)
minutes. If this is not possible, an appointment will
be scheduled for another time.
• If appointments need to be postponed, another
appointment shall be scheduled and an apology given
for any inconvenience caused.
Correspondence
• Letters shall be acknowledged within five (5)
working days of receipt and a response time given. If
the time frame is not adhered to, a full explanation
and apology shall be given in writing.
• Facsimiles, E-mails, voice mail messages and
the like shall be acknowledged within two (2) working
days.
Performance
• Service surveys shall be conducted at least
once per year.
• Performance against stated standards shall be
displayed at least twice per year.
General
• FSPID staff shall be courteous and provide helpful
service.
• Basic training in customer service and interpersonal
relationships shall be provided for all staff members.
• Staff members shall wear their identification
cards and carry business cards and give their name and
office contact information upon request.
• The public shall be informed of policy and price
changes in advance where feasible, but no later than
five (5) working days after implementation.
• Each unit of the FSPID shall be accessible to
the public and other staff members during regular office
hours (i.e. 8:30 a.m. to 5 p.m., Mondays to Thursdays
and 8:30 a.m. to 4 p.m. on Fridays). Staff members,
however, are on call twenty-four hours a day, seven
days a week.
• Comments from the public shall be actively sought
and system changes made where necessary to encourage
efficiency and accountability.
PROCESSING OF INFORMATION
• All staff shall be briefed with regard to information
processing procedures which are outlined in the FSPID’s
Procedures Manual.
• Responsibility for handling complaints and other
information shall be given to specific staff members.
THE CUSTOMER’S ROLE
In order for the FSPID to serve our customers in a professional,
timely and efficient manner, you are asked to:
• Obtain copies of the FSPI Act and Regulations
and adhere to the stipulations found therein. You may
download copies of the Act and Regulations from the
FSPID’s website or contact the FSPID for further
information.
• Contact the FSPID for inspections of imported
containers before they are opened (give 24 hours notice)
and give all relevant information (e.g. the proper address
where the containers are to be found).
• FSPID officers MUST be present before imported
containers are opened. Bear in mind that Customs Officers
MUST process all documentation before such inspections
are conducted.
• Have ALL necessary documents on hand (e.g. bill
of laden) before inspection of imported containers.
• Give FSPID officers all reasonable and necessary
assistance and information during inspections, sampling
and disinfestation operations. Note that the FSPI Act
allows FSPID officers to take food samples, free of
cost, for laboratory analyses. Do not verbally or physically
abuse FSPID officers during the conduct of their duties.
• When requesting analysis of samples, contact
the FSPID laboratory services beforehand to obtain information
on proper sampling and transportation methods and also
the requisite documentation to be submitted.
• Visit the FSPID’s website (www.fspid.gov.jm)
for further information on FSPID services, contact persons,
pest control information, etc.
COMPLAINT PROCEDURES
• Clients with complaints and other information
shall be encouraged to make them known and shall be
treated with courtesy.
• Procedures for dealing with complaints or other
information shall be defined, recorded and published
for all staff members.
• Complaints shall be dealt with even-handedly
and without bias, regardless of the status of the person
who makes the complaint or that of the person who receives
it.
• All information, including personal details,
shall be treated in a confidential manner.
• Persons shall be able to make complaints and
give other information anonymously. Persons, however,
shall not be made to feel that complaints and other
information must be anonymous for them to be confidential.
• Complaints shall be resolved within ten (10)
working days and persons kept informed of progress during
this time. If this is not possible, an apology and a
full response time shall be given.
• Persons, where necessary, shall be directed
to the FSPI Act, Section 10, where the procedure for
appeals is outlined.
• Persons, where necessary, shall be informed
of independent means (e.g. through an ombudsman) of
taking complaints further if necessary.
• Information on complaints, the number of complaints,
speed of resolution and the outcomes shall be recorded.
• Regular review of information systems shall
be conducted to ensure accountability and transparency.
• Complaint systems shall be used to improve services
and increase public awareness and satisfaction.
• If still not satisfied after FSPID complaint
procedures have been exhausted, you may contact:
The Permanent Secretary
Ministry of Commerce, Science & Technology (with
Energy)
36 Trafalgar Road, Kingston 10
Tel: (876) 929-8990-9
• If still not satisfied, you may
contact:
The Senior Director
Standards & Monitoring Unit
Cabinet Office
2A Devon Road, Kingston 6
Tel: (876) 929-1423, Fax: (876) 929-6676
E-mail: smufeedback@cabinet.gov.jm
OR
The Office of the Public Defender
78 Harbour Street, Kingston
Tel: (876) 922-7089, Fax: (876) 922-9830
E-mail: publicdefender@mail.infochan.com
