Insights

How ISS serves up care

Food safety is science in action – and at ISS, that action happens every day.

As one of world’s leading catering providers, we recognise that our role extends not just to serving meals but to delivering safe, nutritious and high-quality foods, balanced with the pragmatic application of scientific knowledge to ensure the safety of our customers.  
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In Australia, ISS teams prepare and serve thousands of meals daily in high-performance environments, from mining camps to critical-care hospitals. Every meal served has innovation in design, is developed with a considered approach, to safety standards and regulations that mitigate risks, and which are then practically applied by a highly skilled team.

ISS is invested to strive for continuous improvement through innovation and its application, woven through daily practices, and drawing upon industry thought leaders. But more importantly, this is all driven by people who understand the science and who are committed to applying it.
"For us, food safety is about people – their health, their trust and sometimes their lives. It’s not just about meeting standards – it’s about applying scientific knowledge in real-world settings to protect those we serve."
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Kent Mincherton
Head of Food Products & Performance, ISS Australia & New Zealand

Putting people first in food safety

Kent Mincherton, Head of Food Products & Performance, ISS Pacific leads a team responsible for food development, compliance and continuous improvement across ISS’ catering operations. Working within the team is Sonia Lee, ISS Pacific’s Food Safety Manager. The role of the Food Safety Manager is to develop and oversee all food safety regulations, policies, procedures, and work closely with the team to facilitate the effective implementation of food safety standards.

Additionally, to support a culture that puts food safety front of mind and empower teams to speak up if there are concerns. “Serving meals in remote locations and to vulnerable populations entails responsibility,” says Sonia.

In environments where medical care is limited, such as remote locations, the margin for error can be minimal, making food safety rigour an essential part of the business.
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From compliance to culture

This people-first, science-backed mindset is what transforms food safety from a checklist into a living culture. ISS embeds prevention at every level – consistent HACCP principles, strong allergen protocols, clear labelling, strict hygiene and temperature controls – all underpinned by frontline ownership and practical understanding.

“We make safety an integral part of the day’s rhythm,” says Kent. “It’s essential to go beyond having policies – it involves equipping teams with the right tools, comprehensive training and fostering the trust to act with confidence based on scientific knowledge.”

Sonia adds: “A food safety mindset is instilled and built upon to promote a positive and proactive approach to ensure food safety. This is achieved by collaborating with and influencing the teams to enact and ensure that every team member understands the importance of their role in maintaining food safety with robust systems.”

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Building confidence through consistency

Across more than 100,000 meals preopared and served daily by ISS teams in Australia, in diverse often challenging settings, one things stays the same: our commitment to safe, confident service.

We reinforce this through:

  • Targeted, role-specific training based on food science and risk assessment

  • Site-level ownership of food safety KPIs

  • Digital auditing and real-time feedback loops

  • Clear escalation processes and expert support

  • Ongoing coaching and capability building

From labelled allergens to temperature logs, every safety measure is part of a bigger promise: peace of mind with every plate.

The standard we set

At ISS, food safety is about understanding and managing the risks, and building and maintaining trust, the foundation on which every meal served.

“The standard we walk past is the standard we accept,” Kent says. “We work in partnership with our clients and recognise that they entrust us with the well-being of their people – a responsibility we, at ISS, embrace and are committed to.

Because when food is served safely, confidently and with care, everyone benefits – and the people we serve can focus on what matters most.
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