1. Purpose
   This SOP outlines the guidelines and responsibilities for ensuring smooth operation, hygiene, and quality control of the United International University Cafeteria (UIU Cafeteria), for the benefit of all students and employees of UIU as well as for visitors.
2. Scope
   This SOP is applicable to:
   • All cafeteria vendors and their staff working within the UIU premises.
   • Students and employees of UIU as well as visitors to UIU.
   • The UIU Operations Department and the Canteen Food Committee responsible for oversight and quality assurance of UIU Cafeteria.
3. Hygiene & Food Quality
   To maintain the highest levels of food safety and hygiene:
   • Vendors must ensure cleanliness in all food preparation, handling, and serving areas at all times.
   • All cafeteria staff must wear appropriate uniform, including aprons and head covers, to minimize contamination.
   • Personal hygiene, including frequent and proper hand-washing, must be strictly observed by all food handlers.
   • Only fresh and safe ingredients should be used in food preparation.
   • All food items must be stored at correct temperatures to prevent spoilage and contamination.
4. Food Serving and Replacement/Refund Policy
   • Food must always be served in clean and hygienic utensils.
   • If any anomaly (such as foreign objects, undercooked or spoiled food) is identified by a customer:
     1. The customer will immediately bring it to the vendor’s attention.
     2. The vendor is obligated to replace the food item promptly or return the food price, and apologize for the inconvenience caused to the customer.
5. Complaint Reporting Procedure
   • For filing a complaint, the customer must document an incident of ‘food served with any form of anomaly’ by taking photos and/or videos in presence of the vendor, as evidence.
   • Depending on the gravity of the incident, written or verbal complaint may be lodged to concerned office (Operations Room # 110, Cell # 01681375669).
   • The Canteen Food Committee will then address the complaints promptly, and if the vendor is found guilty, the Committee would recommend appropriate measures against the particular vendor.
6. Social Media Usage Guideline for Cafeteria-related matters
   In order to uphold our university’s reputation and to not defame our own institution in public, to which we all belong, particularly the students who would carry the tag of UIU in the rest of their lives, and to ensure constructive resolution of issues:
   • Students and employees are requested not to post cafeteria-related complaints or negative experiences on social media.
   • Instead, all concerns should be routed through the official grievance channel (as mentioned above) for swift and effective handling of such matters.
7. Periodic Inspection and Monitoring
   • The Canteen Food Committee, along with the UIU Operations Department, will conduct regular inspections to ensure full compliance with hygiene and service protocol of the UIU Cafeteria vendors.
   • If any deviations are detected, immediate corrective measureswill be enforced.
8. Training, Review, and Enforcement
   • All cafeteria staff and vendors must be adequately trainedand familiarized with this SOP.
   • Feedback and suggestions from both students and employees will be encouragedto enhance food quality and service at the UIU Cafeteria.
   • Non-compliancewith any of the provisions of this SOP may result in punitive actions against the vendor, which may include:
     1. Monetary penalties for each violation.
     2. Partial or complete termination of the vendor’s contract, subject to UIU policy.

All concerned are requested to adhere to this SOP for UIU Cafeteria and help us provide the customers better service.

Dr. Md. Zulfiqur Rahman
Registrar
United International University