Day 101 - 10 Mar 95 - Page 25
1
2 Q. People can forget things. What you are telling us he said
3 is hearsay anyway. It looks as if there was a complaint,
4 maybe not to the store but to McDonald's, and it was taken
5 up with the store as part of the investigation?
6 A. Yes.
7
8 MR. MORRIS: But when you check the records at Headquarters and
9 while talking to the manager or whatever at the time, there
10 was no record of it, of this complaint?
11 A. There were no records in my department. They are the
12 records that I checked. I also spoke to the store manager
13 to see if he had any recollection and he did not. So that
14 is all I was asked to do and that is what I did.
15
16 Q. You were, presumably, asked to check if the company had any
17 records. So you did not bother to check Customer Services
18 Department's records knowing that they were the people who
19 would have investigated it at that time.
20
21 MR. JUSTICE BELL: Did you know that?
22
23 MR. MORRIS: He said that the responsibility shifted from one
24 department to another?
25 A. No, I did not say that. I said if my department was
26 aware of it, and I would have expected our department to be
27 aware of such a complaint, then we would have been involved
28 in the investigation.
29
30 Q. So, if this is a fairly typical complaint and response,
31 they may, in fact, be thousands of similar complaints and
32 responses that you are not aware of, your department?
33 A. All I can say in this case is that there was obviously
34 a breakdown in communication between the Customer Relations
35 Department and my own department. This was pre -- one
36 thing I might add -- this was precomputerised records.
37 That could not happen now.
38
39 Q. When was the computerisation?
40 A. A couple of years ago.
41
42 MS. STEEL: When you get a letter like that, would an incident
43 report form be filled out for that?
44 A. Well, I think what has happened here (and I am only
45 surmising) is that the Head Office were contacted about the
46 complaint and not the restaurant. If the restaurant were
47 contacted about the complaint, there would have been an
48 incident report form and there would have been a copy of
49 that in my department.
50
51 Q. But if complaints are to Head Office then an incident
52 report form is not filled out?
53 A. Correct.
54
55 MR. MORRIS: Moving on from that ----
56 A. Do you want the letter back?
57
58 MR. MORRIS: Yes. Just a couple of other points. Can we just
59 go to your appendix, it is in yellow VII tab 2?
60 A. Sorry, was that appendix 7, did you say?
