MEETING THE GLUTEN FREE CHALLENGE
YO U R P R AC T I C A L G U I D E TO
Gluten Free in
Food Service
B as e d o n t h e G l u ten Free Sta n da rd
fo r Fo od Serv i ce Prov i ders ©
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INTRODUCTION
Gluten Free
Best Practice
We know gluten free is increasingly dominating
the agenda of food service operators and that
this is a significant challenge. With this booklet
we intend to arm you with the knowledge you
need to put gluten free into practice.
We cover the key areas you need to understand
when making a gluten free claim on your menu
according to three main principles:
SOURCING
SEGREGATION
SERVICE
The helpful, plain English, hints and tips
enclosed in this booklet will help you not only
create a delicious menu but also ensure it’s
gluten free, guaranteeing customer satisfaction,
return business and a better bottom line.
This booklet references the Gluten Free
Standard for Food Service Providers© and
provides practical tips on how to successfully
carry out its best practice guidelines in your
kitchen. Download your copy of The Standard
at www.coeliac.org.au/gf-standard/
P R O U D LY S P O N S O R E D B Y
Karen
Kingham
With predictions by health professionals that
wheat and gluten free diets will continue in
demand, these special dietary requests are
becoming difficult to ignore. In leading Nutrition,
Health and Wellness for Nestlé Professional
Oceania, it’s exciting to offer you this practical
guide to achieving gluten free in your food service
operation.
As your trusted partner in the provision of quality
gluten free ingredient solutions, we know without
good supporting processes in your kitchen, it is a
challenge to produce a reliable gluten free menu.
Our partnership with Coeliac Australia allows us
to support you in taking the steps necessary to
transform gluten free ingredients into a gluten
free menu that your customers can trust.
Cathy
Di Bella
Coeliac Australia developed the Gluten Free
Standard for Food Service Providers© in 2015 to
establish the best practice for gluten free food
preparation. We have had many requests for
practical tips on how to successfully implement
the best practice guidelines.
Coeliac Australia is the peak body for people
living with coeliac disease and raises awareness
of coeliac disease and the gluten free diet within
the medical profession, the food and hospitality
industry along with the general public.
© Coeliac Australia and Nestlé Australia Ltd
Not to be reproduced or reprinted without permission.
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CONTENTS
What’s in this Guide
03
05
07
08
09
10
12
13
15
16
17
18
19
21
23
24
25
27
28
29
31
32
33
34
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The importance of gluten free
Who wants gluten free and why?
Back to basics: what is gluten?
Making a gluten free claim
Be allergen aware
Sourcing
Sourcing from a trusted supplier
Planning a gluten free menu
Sourcing best practice check list
Segregation
Managing cross contamination
Being food safe
Identifying hazards
Can pizza be gluten free
Segregation best practice check list
Service
Ensuring quality customer service
Communicating your menu
Building customer satisfaction
The Food Allergen Matrix
Service best practice check list
Easy ways to identify gluten free
How can Coeliac Australia help?
How can Nestlé Professional help?
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The importance of gluten free
Offering a gluten free menu attracts diners and drives your
bottom line.
2.4
An estimated 2.4 million or
1 in 10 1 Australians are eating
gluten free and requests for
gluten free options continue
to be the largest special diet
request in food service today.
MILLION
90
%
90%
Almost
of gluten free
customers would be very likely
to return to a venue if they have
had a good experience. 2
3/4 of gluten free diners
decide where to eat based
on how well a restaurant
understands the preparation
of gluten free meals. 3
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Good to know
It’s not just the person living with coeliac
disease you could be missing out on as a
customer, but their entire party.
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Who wants gluten free and
why?
Customers ask for gluten free food for
three main reasons:
1
Coeliac Disease
Coeliac disease affects around
1 in 70 Australians4 and a strict lifelong gluten free diet is their only
medical treatment. It results when
eating gluten triggers the immune
system to attack itself, causing
damage to the small intestine.
1 in 70
For some, eating gluten results in severe symptoms
while others may suffer little or no obvious effects at all.
Symptoms generally arise one to two hours after gluten
intake and include one or more of the following:
• Nausea and/or vomiting
• Diarrhoea, constipation, wind, cramping, bloating,
tummy pain
• Tiredness or general weakness
• Bone and joint pains
• Recurrent mouth ulcers
Consequences of ongoing gluten consumption4
• Some types of cancers
• Liver disease
• Osteoporosis
• Vitamin and mineral deficiencies, including iron
and vitamin D
• Failure to thrive or delayed puberty in children
Regardless of the presence of symptoms, ALL people
with coeliac disease are at risk of these serious
conditions.
A strict life-long gluten free diet is the only
medical treatment for coeliac disease.
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Coeliac Disease
Gluten triggers
the immune
system to attack
itself, causing
damage to the
small intestine.
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The surface of the small
bowel is made up of tiny
finger like folds called villi
Inflammation of the villi causes them
to swell up and flatten. Known as
villous atrophy, this damage to the
small bowel affects the absorption of
nutrients from food.
SMALL
INTESTINE
NORMAL SMALL
INTESTINE
Villi
Other Medical Reasons
COELIAC SMALL
INTESTINE
Flattened
Villi
Dietary Choice
The gluten free diet may be helpful in
reducing symptoms in other medical
conditions. A doctor may therefore
prescribe a gluten free diet for someone
experiencing these.
Some people choose a gluten free diet as
a lifestyle choice. They do this because
they believe it will improve their health,
help them lose weight or even boost their
sports performance.
For example, for those with a wheat
allergy, choosing gluten free makes it
easier to avoid wheat. However, someone
with a wheat allergy won’t need to avoid
other gluten containing grains like barley,
oats and rye.
These people are not following a gluten
free diet for medical reasons.
Good to know
• Never make a judgement on why a person makes a gluten free request
• Always make sure menu items labelled gluten free are actually gluten
free
• Always treat requests for gluten free food seriously
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Back to basics - What is Gluten?
Gluten is the name for the protein found in the
following grains and any foods made from them.
Barley
Rye
Oats
(including malt
barley)
Wheat
(including eikorn,
triticale, spelt)
Did you know that all these grains and grain based foods
contain gluten?
Burghul
Couscous
Durum
wheat
Farro
Kamut ®
Semolina
Spelt
Good to know
Contact Coeliac Australia for their resource pack which includes the latest
version of the Ingredient List Booklet. This booklet lists over 800 foods and
will help you identify gluten containing ingredients on your menu.
1300 458 836 | [email protected] | www.coeliac.org.au
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Making a gluten free claim
Gluten free food must
not contain:
any detectable gluten; or
oats or oat products; or
GF
cereals containing gluten
that have been malted, or
products of such cereals
Low gluten food:
contains less than
200ppm of gluten
Low
Gluten
is not suitable for people
with coeliac disease.
Good to
know
Our food regulator Food Standards
Australia New Zealand (FSANZ) does
not allow the use of:
• Creative menu claims such as
Gluten Friendly, 99% Gluten Free
or Coeliac Friendly
• Disclaimers such as ‘may contain
traces of gluten’ when making a
gluten free claim
• The name of any disease in
advertising or on a menu except in
the case of the logo of a reputable
endorsing body
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Be allergen aware
Do you know your responsibilities on
allergens?
It's your responsibility to provide your customers
with reliable information about the allergens on your
menu. With the prominence of social media and online
reviews the reputation of your business can easily
be placed at risk if you can’t. Ensuring a good dining
experience is good for business.
Allergens defined by The Food Standards Code in
Standard 1.2.3 (see below) must be declared on the
labels of packaged food.
An Allergen Matrix can help you and your staff identify
allergens in your menu. For more information on how
to create an Allergen Matrix see page 29-30.
Tree nuts
Egg
Peanut
Fish
Good to
know
Food Standards Australia
New Zealand
www.foodstandards.gov.au,
the Allergen Bureau
www.allergenbureau.net, and
your local health department or
council should have resources
to help with your allergen
management plan.
Milk
Soy
Crustacean
Sesame
Cereals containing
gluten and their
products
Sulphites
(≥10mg/kg)
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SOURCING
The first step in planning a gluten free menu
is to source gluten free ingredients.
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Good to know
Contains Wheat and is Gluten Free
A cause for frequent confusion are wheat derived ingredients labelled
gluten free. Ingredients such as wheat derived glucose, glucose syrup,
caramel colour, dextrose and some soy sauces and vegetable proteins
will contain a declaration of their wheat source on a food label. But,
as they are significantly processed these ingredients are suitable for
those on a gluten free diet. This declaration is required by The Food
Standards Code regardless of gluten content. Recent changes to
food regulations will allow ingredients like glucose and glucose syrup
to no longer carry a wheat declaration, others will however need to
continue this practice.
When sourcing your gluten free ingredients remember:
1. If you are using a
trusted supplier a gluten
free claim will always
mean no detectable
gluten, regardless of
the presence of wheat
derived ingredients in
the ingredients list
2. Use your Product
Specification Forms to
confirm the presence/
absence of allergens in
a product.
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Sourcing from a trusted supplier
A trusted supplier is vital to the
success of your gluten free menu.
Consider these tips when sourcing
your gluten free ingredients:
• Use a supplier who validates their
gluten free claims
• Ask your supplier for a product specification form
• Engage a qualified consultant to
help
• Check packaging for a gluten
free claim or Coeliac Australia
endorsement
Avoid precautionary or ‘May Contain’ Statements.
Ingredients containing statements such as these are
a cross contamination risk and should not be used
for gluten free recipes:
• May contain wheat/rye/barley/oats
or gluten
• May contain traces of wheat/rye/barley/oats
or gluten
• Manufactured on the same line as wheat/rye/
barley/oats or gluten containing products.
Good to
know
It’s essential to review all ingredients in your
gluten free recipes including garnishes.
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GREEN
FOODS
PLANNING A
GLUTEN
FREE MENU
When planning your gluten
free menu, source your
ingredients from these two
main groups:
1.Naturally gluten free foods
(GREEN FOODS)
2.Foods identified as
gluten free
NATURALLY
GLUTEN
FREE
These ingredients are naturally
gluten free and are mostly
unprocessed. As with all foods
as soon as they are packaged or
processed they need to be checked
to ensure they are still gluten
free. Products that include a ‘May
contain’ statement are not suitable
for use in gluten free menus.
AMBER
FOODS
CHECK PRODUCT
INFORMATION
These foods are generally processed
or packaged. Always check the
ingredient panel or check the
Product Specification Form from
the manufacturer to determine their
suitability for your gluten free menu.
(AMBER FOODS)
SOURCE
WITH
CONFIDENCE
Products endorsed by Coeliac Australia have been
tested to be gluten free. Where you see this logo
you don’t need to read the label to know that a
product is gluten free.
For more information visit www.coeliac.org.au
RED
FOODS
STOP AND
AVOID
These foods are derived from
gluten containing grains and
are not suitable for use in
gluten free recipes.
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SAGO
RICE
Rice, corn (maize),
sago, tapioca,
buckwheat, millet,
amaranth, sorghum,
quinoa, teff and
arrowroot
F R E E
CORN
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1 4
QUINOA
AMARANTH
MILLET
TAPIOCA
|
SORGHUM
Fresh fruit
and
vegetables
Unprocessed
nuts and
legumes
Eggs
Milk
Unprocessed
meat, poultry
and seafood
Cooking
fats and
oils
Dairy products;
yoghurt, custard,
coffee creamers,
ice cream
Processed meats;
smallgoods,
sausages, crumbed
or marinated meats,
meat spreads, meat
substitutes
Wheat of all types
(including hybrids:
spelt, farro, triticale,
dinkel, khorasan/
KAMUT® and durum),
rye, oats, barley
oats (including
uncontaminated oats)
and barley
WHEAT
OATS
Beverages;
soy milk,
drinking
chocolate,
cordial
Condiments;
salad dressings,
vinegars,
sauces,
mustards and
mayonnaise
Stocks,
gravies,
seasonings
and marinades
Desserts,
confectionery
ARROWROOT
TEFF
OILS
Good
to know
RYE
BARLEY
If ever in doubt about
a product, contact the
manufacturer, or leave
it off your menu.
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Sourcing Best
Practice Check List
Identify your gluten free
ingredients using our guide
on page 13-14 along with your
Product Specification Forms
Use a trusted supplier who
validates the gluten free nature
of their products
Use gluten free versions of
kitchen staples to minimise
gluten cross contamination
Ensure all components on your
gluten free menu item are gluten
free; including garnishes, sauces
and dustings
Check labels of newly delivered
gluten free products with their
Product Specification Form
to ensure they are still gluten
free. Manufacturers can change
ingredients or processes at any
time.
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Good to
know
• Wheat free won’t always
mean gluten free
• Gluten free alternatives can
be found for most ingredients
• Never assume all products
within the one brand will
be gluten free. Ingredients
and processes may vary
with different pack sizes or
between mild, medium and
hot variants. Check every
label on every product.
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S E G R E G AT I O N
Segregation ensures your gluten free
ingredients and menu items stay gluten free.
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Managing cross contamination
Segregation is all about minimising the risk of cross
contamination in your kitchen and requires good processes
for ingredient storage, preparation, food safety and hygiene.
62
%
43% of diners with
coeliac disease reported
falling ill with gluten related
symptoms after eating out2
Fear of cross contamination
prevents
62% of gluten free
diners with coeliac disease from
eating out.3
Cross Contamination Explained
Cross contamination results when allergens from other food sources are transferred
to allergen free foods. Cross contamination is most likely to occur when:
Handling or storing an allergen
free product with or near
food products which contain
allergens
Using the same knives, utensils
or chopping boards for multiple
food products
Staff move from gluten
containing to gluten free food
preparation without changing
gloves, aprons or washing
hands.
Walking through or
preparing food in a heavily
floured environment
Reaching across surfaces or
sharing equipment
Good to know
In environments such as bakeries, there are considerable amounts of
flour which can remain airborne for hours. In a high risk environment
such as this consider a separate preparation room or create a barrier
for gluten free zones.
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Being food safe
Good food safety practices are essential in any kitchen and
are vital in the preparation of gluten free food. Consider these
measures to minimise cross contamination risk in your kitchen:
Have a HACCP plan that addresses
gluten hazards
Dedicate cleaning cloths to gluten
free preparation
Conduct routine thorough cleaning
and sanitisations
Dry wipe with a disposable towel
to remove visible crumbs prior to
cleaning and sanitising
Hand washing and/or changing of
gloves is essential prior to gluten free
preparation
Use clean protective clothing for
gluten free food preparation
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Identifying
hazards
DELIVERY
STORAGE
PREPARATION
• Check all deliveries to
ensure you receive the
products you ordered
• Keep all gluten free
product in sealed
and clearly labelled
containers
• Use separate butters,
sauces, fillings and
toppings
• Check packaging is
not broken
• Decant ingredients
delivered in porous
packaging into sealed,
labeled containers,
to avoid risk of cross
contamination
• Cover gluten free items
when transferring to
storage, especially
through highly
floured areas
• Store all gluten free
ingredients in their
dedicated zone or on
the top shelf
• Consider colour coded
containers for gluten
free foods
• Double check labels
and ingredients before
topping up containers
with gluten free
ingredients
• Consider squeeze bottles
for gluten free sauces,
salad dressings and
mayonnaise
• Designate an area for
sandwich/burger/pizza
preparation and assembly
away from gluten
containing ingredients
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The identification of hazards and development of standard
procedures at every stage will help you avoid cross
contamination in your kitchen and keep your gluten free
ingredients and menu items gluten free.
COOKING
DISPLAY AND
SERVICE
Dedicate equipment for gluten free:
• Clearly label gluten free items
• Fryer
• Display gluten free items on the
top shelf of cabinets
• Grill or designate a separate part
of grill
• Fan forced ovens; separate gluten
and gluten free cooking
• Colour coded utensils, chopping boards,
basting brushes
• Toaster or bon bon wrap gluten free
items in a sandwich press
Clean equipment for gluten free:
• Baking trays or line with baking paper
and place on top shelf
• Cooking equipment (pots, pans, strainers,
woks etc). Ensure all are free of any
residue
• Clean and fresh water for cooking or
refreshing. Gluten is not destroyed in
high temperatures
• Dedicate utensils for serving gluten free
items and consider colour coding
• Never place gluten free and gluten
containing foods on the same display
platter
• Consider different colour, shaped or
patterned plates for gluten free items
• Clean probe before temperature testing
• Display gluten free foods in a bain marie
in a position to avoid contamination via
spills or drips
• Dedicate a separate buffet area for
gluten free
• Provide a dedicated and clearly labelled
gluten free toaster for buffet breakfasts
• Offer portion control spreads jams and
condiments on buffets
• Avoid biscuit or marshmallow garnishes
on the saucer/spoon face/take-away cup
lids of hot beverages
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Can pizza be gluten free?
Pizza definitely ranks as high risk for gluten contamination however by following
this guide it is possible to provide a gluten free option:
• Dedicate separate sauces, toppings
and cheese for gluten free pizza
• Use a different size or colour tray for
the gluten free pizza preparation and
dedicate a pizza cutter
• in a wood fire oven cook gluten
free pizzas on a tray. Gluten is not
‘destroyed’ by heat
• Dust bases of ALL pizzas with gluten
free flour or polenta to prevent cross
contamination
• Use different coloured pizza boxes
or a GF sticker to clearly identify
gluten free
Good
to know
It’s impossible to
distinguish between
gluten containing and
gluten free crumbs.
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Segregation Best
Practice Check List
Identify potential areas of cross
contamination in your kitchen
Prepare gluten free meals first
Dedicate colour coded utensils
for gluten free food handling.
Assign a unique colour e.g.
purple to signify ‘gluten free’
in your kitchen
Dedicate equipment to gluten free
food preparation
Ensure all gluten free fillings,
toppings and spreads are
separated from gluten containing
crumbs
Dedicate pots, pans and grills
or ensure cooking equipment is
clean and free of residue prior
to use
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A dedicated fryer for gluten
free is essential to avoid cross
contamination
Consider regular testing of
your gluten free menu items
to validate that protocols
are effective – this can only
be done in a food testing
laboratory
Good to
know
• Gluten is not destroyed at
high temperatures and will
not dissolve in hot oil or
water
• Washing equipment with
hot, soapy water will remove
gluten containing crumbs
• Even crumbs can cause
symptoms in people living
with coeliac disease
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SERVICE
Good customer service is essential to
support your efforts in creating a gluten
free menu.
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Ensuring quality customer
service
90
%
90%
Almost
of gluten free
customers would return to a venue
if they had a good experience2
Clearly communicating accurate information about allergens to customers is essential for
quality service and the ongoing success of your business.
And whilst as a business you may be following best practice, if your Front-of-House staff
are not able to clearly communicate this then your gluten free customers may decide to
eat elsewhere.
Good communication is essential in ensuring customer satisfaction.
Step
1
Gluten Free
Customer
Communicates need for
a special dietary request
when ordering
Step
2
Step
3
Front-of-house
Back-of-house
Confirms order with
customer and conveys
special dietary request to
chef. When delivering meal
to customer confirms meal
is their gluten free order
Ensure process is
followed to fulfill the
special diet request
and be able to
communicate this
if asked.
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Communicating your menu
Once you’ve sourced quality ingredients and have sound
processes in place to produce a gluten free menu, it’s
important to let gluten free customers know what you can offer.
Many gluten free customers will research restaurants online prior to dining. Highlight your
gluten free menu on your website to ensure you reach your target market.
Other important tips for reaching your gluten free customers include:
• Participating in the Gluten Free
Accreditation Program (details
on page 33.) Only accredited
businesses are permitted to
use the trademarked gluten
free symbol.
• Clearly mark ‘GF’ or ‘Gluten Free’
on relevant menu items or create
a separate ‘Gluten Free Menu’
• Ensure you have gluten free choices
throughout your menu and don’t forget
that children have coeliac disease too
• Give gluten free menu items unique
names to allow them to stand out and
prevent confusion eg. Raisin toast verses
Fruit toast gluten free
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Building customer satisfaction
Follow these tips to deliver
quality service and customer
satisfaction:
• Take requests for gluten free meals
seriously, never judge a request
• Be familiar with your menu and its
preparation so you can provide
guidance on gluten free choices
• Never guess if an item is gluten free,
use the Food Allergen Matrix
(refer pages 29-30) or check
with kitchen
• Where possible allow customers to
view labels if they are unsure about an
ingredient used
• Repeat orders back to your customer
to confirm their gluten free order
• Clearly mark orders as gluten free and
communicate this to the kitchen
• Set indicator flags for gluten free in
computerised POS systems
• Never add anything to a customer’s
order without first checking it’s gluten
free
• If gluten containing ingredients have
accidentally been used in a gluten free
meal, eg. croutons, replace the entire
meal rather than removing the gluten
containing item
• Carry gluten free food to the table
separately and confirm the gluten free
meal with your customer
Good to
know
Manage customer feedback by
establishing processes which includes
a register that details the complaint,
resolution and any changes to inhouse allergen procedures.
Self-auditing on a regular basis is vital
in maintaining allergen awareness and
controls.
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The Food Allergen Matrix
Having sourced ingredients, developed processes to prevent cross contamination and
designed your menu, the next step is creating a credible reference guide to allow your
staff to accurately communicate the presence of allergens to your customers. A food
allergen matrix is the perfect tool for this.
Developing your food allergen matrix
Step
1
Develop a standardised
recipe template and
use this for each menu
item clearly listing each
ingredient, including
garnishes
Step
2
Identify all allergens
in each recipe using
your ingredient Product
Specification Forms
Step
3
List all your recipes
on your allergen
matrix and mark in
identified allergens
Good to
know
• Ensure all staff have access to and
understand how to use the matrix
• Update your matrix when the menu
or ingredients or suppliers change
• Standardised recipes ensure
consistency of your menu, reliable
cost control and accurate allergen
identification
• Store standardised recipes with
the Food Allergen Matrix for easy
reference
• Remember allergens are not
destroyed by heating or high
temperature
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Get Started!
Download a Food Allergen
Matrix table from;
www.nestleprofessional.com.au
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Service Best Practice
Check List
Have a trained staff member be
responsible for allergen process
and procedure
Ensure all new staff have
allergen awareness as part
of their induction
Teach staff to read and interpret
your Food Allergen Matrix
Advise all staff of menu changes
and ensure these are reflected in
your Food Allergen Matrix
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Good to
know
In some states documenting
and monitoring your policies
and procedures is an essential
part of achieving a five star
food premise rating. Check with
your local council or health
authority.
GL UTE N
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P RAC T I C A L
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Easy ways to Identify
Gluten Free
Visual prompts are an easy way to highlight gluten free foods or
processes. This is especially important when English is a second
language.
Best visual prompts to consider are:
Food handling
gloves
Use different
coloured gloves
for gluten free
foods
Utensils
Display cabinets
Ordering system
Assign a colour
for gluten free
utensils such as
tongs, spoons,
knives and
cutting boards
Display gluten
free food on a
different shaped
or coloured
platter. Ensure all
gluten free food
is clearly labelled
Program ‘gluten
free’ into your
POS ordering
system
Take-away
orders
Mark the gluten
free order with
‘GF’ and place in
a separate bag
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How can Coeliac Australia
Help?
Online training
Having trained staff is critical when building
trust with your gluten free customers. Coeliac
Australia has developed online training for
food service providers aimed at both front
and back of house. The training program is
easy to follow and learners are issued with a
Certificate of Achievement upon completion.
Gluten Free Accreditation
Program
Participating in the Gluten Free
Accreditation Program gives your
customers the ability to eat with
confidence where they see this
unique gluten free symbol.
The gluten free symbol assures your
gluten free customer that you follow the
best practice when preparing their meals.
For further information on how
Coeliac Australia can help you:
[email protected] or
www.coeliac.org.au or call 1300 458 836
70
%
70%
More than
of gluten
free diners would choose a venue
accredited by Coeliac Australia over
one that is not2
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How can Nestlé Professional
Help?
Simplify gluten free menu
planning and kitchen workload
Nestlé Professional has developed an
extensive portfolio of gluten free products,
ranging from gravies, sauces, soups, boosters,
mashed potato and dessert mixes. Our
portfolio of gluten free ingredients offers
versatility, choice, variety in flavour and
convenience, helping to simplify gluten free
menu planning and kitchen workload.
We guarantee our gluten free claims by:
Closely collaborating with our own
suppliers to ensure high quality gluten
free ingredients
Manufacturing within purpose built
gluten free production areas
Testing every batch of product we
make to verify its gluten free status
These stringent processes make Nestlé
Professional a supply partner you can trust.
For further information on how
Nestlé Professional can help you:
www.nestleprofessional.com.au or
call 1800 20 30 50
References
1.
2.
3.
4.
5.
2010 Coeliac Australia Research Fund Survey
2015 Coeliac Australia National Survey
2013 Coeliac Australia National Survey
Anderson et al. BMC Medicine. 2013;11:188
Green PHR. Gastroenterology. 2005;128:S74-S78
YO U R P R AC T I C A L G U I D E TO
Gluten Free in
Food Service