The State Food and Veterinary Service (SFVS) is a government institution that implements state policy in the food and veterinary sectors. Among the key tasks of the service is assurance of food safety and quality control at all the stages of food handling (including rearing plants and animals intended for the production of food, the safety of drinking water and the supply of food to consumers). This safeguards the interests of the consumers by ensuring that the food supplied on the local market and for export meets the established safety, quality, marking and other mandatory requirements and assurance of control over the welfare of animals. With these aims in view the State Food and Veterinary Service takes into consideration each message and complaint from the inhabitants of Lithuania about potential infringement of the established requirements.
The goal of the project was to develop a uniform system for a ‘single window’ service for the population including:
The implementation stages of the project included the introduction of a free phone line to register complaints and information, the development and introduction of an electronic form for complaints and the development and introduction of a quality programme, as well as setting up a subdivision to register consumer complaints, consultation and analysis.
The centralised system for the reception, registration and investigation of consumer complaints (messages) ensures that all the technical and administrative capacities of SFVS are used to register the consumers’ messages and information. The registered complaints are transmitted automatically by electronic means to the relevant SFVS branch of the county, city or district. The applicant is informed about the results of the investigation by the territorial or the central SFVS that conducted the investigation. The use of the system reduces the chance of human error and ensures that control data cannot be forged. Since the system was introduced, the bureaucratic obstacles to the provision of public services have been significantly reduced.
|Award category:||citizen involvement|
|Sector:||Public health and social welfare/affairs|
|Type of activity:||quality management|
|Keywords:||Food safety, consumer protection, consumer complaints|
|Short English description:||Among the key tasks of the service is assurance of food safety and quality control at all the stages of food handling (including rearing plants and animals intended for the production of food, the safety of drinking water and the supply of food to consumers).|
|Organisation:||State Food and Veterinary Service (SFVS)|
|Level of government:||national level|
|Size of organisation:||>100|
|Number of people involved:|
|EU membership:||EU member|