Brewing is a natural process in which the main ingredients are malt, water and hops. Malt is produced in maltings by steeping, germinating and drying barley. Beer can also be made from other grains, such as corn, rice or sorghum. The raw materials used in our beer are required to meet high quality standards laid down in our recipes and specifications. The packaging materials in which our beer is sold are also subject to strict quality standards. These comply as a minimum with all statutory guidelines.
In accordance with Heineken's product safety policy, appropriate measures are taken in our brewing process to prevent product contamination. Our breweries are required to implement the principles of the HACCP (Hazard Analysis and Critical Control Points) system. Our raw materials policy requires suppliers to operate a system based on these principles and compliance is verified by supplier audits.
We work with farmers to minimise their pesticide inputs and we pursue a biotechnology policy that prohibits the use of genetically modified raw materials. Adherence with this policy is regularly monitored. Consumables must present no product safety hazard either, and we conduct audits of suppliers to identify and minimise risks. The water used by our breweries must comply with all EU or WHO drinking-water standards. To ensure that our beer reaches the consumer in perfect condition, we operate a freshness policy, which relates mainly to our distribution channels. All products are coded so that they can be traced throughout the supply chain, allowing us to identify the source of any problems that arise.
The effectiveness with which these policy measures are implemented at local level is monitored centrally. Beer samples are analysed and organoleptic tests carried out in the laboratory. The 'best before' dates on samples of products on sale are also checked to ensure that the product delivered to the consumer is safe and fresh. Consumer complaints are recorded and dealt with in accordance with our complaints procedure. A recall is ordered if, despite all our efforts, a defective product finds its way to the market.
To encourage our breweries to make an extra effort to give the consumer an excellent product, our breweries take part in an internal Quality Awards programme. This is judged by an independent external body assesses the quality of the beer and packaging on the market. | 
