Sent to Wet'n'Wild, Gold Coast: I made a decision to leave it one year before contacting you with this complaint about a response to feedback, which I raised with you on December 29, 2012. I hope my emotional detachment will be evident, and you will see this feedback for what it is – a last ditch attempt to incite a considerate response. Not a response to me, but a response you owe to all members of the community who may find themselves eating at your establishment - a response that involves listening and acting. Last year I attended a staff Christmas party at your venue. Chicken legs were available, and the particular chicken leg that ended up on my plate was larger than the majority. After I ate it, my husband noticed that it was undercooked. I have already provided useful feedback regarding that incident (refer excerpt of email), and I would just like to get off my chest my view regarding your response to this very serious issue. I have no confidence that you have done anything to ensure that undercooked chicken will not be served at your premises again. Indeed, how could you possibly have done anything when you appear to have adopted and demonstrated a “deny and do nothing” attitude. This was apparent during my phone conversation with Lauren, from Guest Services. She called to advise me in no uncertain terms, with a manner which was less than apologetic, that you already have procedures in place so, therefore, the incident I advised you of couldn’t have happened! That sort of approach leaves no room for improvement. I understand that there may be times when some people are not sure of the source of their food poisoning and may point the finger in the wrong direction, but I can assure you that that is not the case in these circumstances. My fourth child was just over a month old at the time, and it was the first time since her birth that I had eaten ‘out’. I have always adhered to a particular diet during and after pregnancy, and in the early stages of breastfeeding – a nourishing diet which I had been enjoying at home until that day. Not to mention the fact that I was looking at the undercooked chicken leg bone on the plate in front of me, and all my symptoms, and their timing, confirmed my expectations of what was to come because of it. I feel it is my duty to make it known that you were notified of this potential tragedy 12 months ago. This may sound melodramatic, and I won’t go into the details of what I suffered, but I will say that it was the worst case - in more ways than one - of diarrhoea that I have experienced, and the consequences for me, had I still been pregnant, or for a young child or an elderly person, may have been dire. You’re big enough to know better. And I’m not talking about the undercooked chicken – that was understandable. That was forgiven a long time ago, as is evident in my original email to you. I’m talking about your cavalier response. I am of the opinion that the only way for me to feel ‘heard’ is to copy this email to social media & forums. I can’t get a worse response. Regards Michelle “...Anyone working in the food industry knows the dangers of undercooked chicken. The chicken leg I had may have been larger than the average size, which was probably a contributing factor. That is something to watch out for in future. I don't know what to suggest... remove larger looking legs; base cooking times to ensure largest legs are cooked through (a few overcooked legs are much better than a few undercooked legs). I hope you will treat this, not as a complaint but, as an opportunity to make sure you do all you can to prevent this from happening again.”
