1. What is Fishaways doing to prevent COVID-19 spread?
1.1. We have implemented hand sanitising for all customers.
1.2. Staff wash and sanitise their hands for at least 20 seconds every 20 minutes.
1.3. Specific training modules for staff have been launched, and staff have been trained practically in the workplace.
1.4. Every restaurant has educational best practice notices for our staff and drivers, in accordance with the World Health Organisation and the Department of Health's regulations.
1.5. Every staff member, including our delivery drivers, are screened for symptoms every day.
1.6. We have implemented a No Contact Delivery service which ensures that our customers do not come into physical contact with our staff.
1.7. 3rd Party drivers are screened with temperature checks and the register is completed. Drivers showing symptoms or a high temperature are not permitted inside and cannot deliver. The 3rd party delivery company is immediately notified.
2. Do your staff wear gloves?
2.2. Gloves are at higher risk of carrying pathogens than properly washed hands.
2.3. Wearing gloves creates a false sense of security and has potential to lead to staff relaxing the strict hygiene standards we uphold at Fishaways.
2.4. The person wearing gloves cannot feel dirt or greasiness on their gloves, which means that they change gloves less often than they would wash dirty hands.
2.5. The wrong sized glove could tear or puncture leading to food contamination due to exposure to skin.
2.6. Contamination from the gloves themselves could cause cross contamination if the glove touched any other surfaces.
2.7. Wearing gloves in our hot and steamy kitchens may cause perspiration on the hands and lead to ideal conditions for bacterial growth on the skin under the gloves.
3. Do your staff wear masks?
3.1. Wearing of cloth face masks is a legislated requirement for all South Africans.
3.2. No one is permitted to enter our restaurant premises (including our own staff, delivery teams, suppliers, or inspectors) if they are not wearing a cloth mask.
3.3. Fishaways is supplied with cloth masks by local South African suppliers. We do not use surgical masks in our restaurants as this will reduce the availability of surgical masks for our brave healthcare workers in South Africa.
3.4. In addition to the cloth face masks, our staff who engage with delivery drivers also wear a face shield as an extra precaution.
4. Do all restaurants promote regular and thorough handwashing by employees or customers?
4.1. Sanitizing hand dispensers or bottles are available for drivers and staff.
4.2. Restaurants display posters promoting regular handwashing and sanitising.
4.3. Staff have access to places where they can wash their hands with soap and water.
4.4. Drivers are equipped with personal hand sanitisers for regular use on delivery trips.
5. What are the protocols that the restaurant follows when a staff member becomes ill with COVID-19?
5.1. Staff members, when they are feeling unwell or showing signs or symptoms of Coronavirus, should stay at home and quarantined until symptoms have cleared.
5.2. Our staff are working in separate teams which have zero physical contact with each other. Should one of our team members start to show symptoms, the entire team will be isolated and sent for testing.
5.3. Depending on the severity of the case, we might have to close our doors to sterilise the restaurant and reopen with approval from the Department of Health.
6. How do all restaurants make sure that workplaces are clean and hygienic?
6.1. Cleaning schedules are followed daily.
6.2. All food contact surfaces are cleaned and sanitised, as and when necessary: during and/or immediately after the handling of food so that contamination of the food that meets any such surface is prevented.
6.3. Daily deep cleaning. This requires all equipment and surfaces to be thoroughly washed with soap and water.
7. What are the brand’s standard operating procedures when it comes to product handling?
7.1. Fishaways prides itself in the strict personal hygiene practices supported by the Fishaways Food Safety Policies, under the regulation of the national Department of Health (Regulation 638).
8. How is Fishaways promoting social distancing?
8.1. Floor markers indicating 1.5m safe distance between workstations are in place.
8.2. We have implemented a No Contact Delivery service for all orders.
8.3. Depending on the size of restaurant and the number of floor markers that assist with social distancing, we only allow a limited number of customers inside.
9. Why can't we order all menu offerings we could before?
9.1. Our restaurants are operating with a very limited number of staff, and the strict physical distancing practices we have put in place in our kitchens, we have had to rationalise our menu to optimise our speed of service.
10. Are all restaurants open, and what are the trading hours?
10.1. Only restaurants that are able to offer home deliveries are operating at the moment.
10.2. To see which restaurant is open in your area and what their trading hours are, download the Fishaways App or visit the Fishaways website.
11. What is No Contact Delivery?
11.1. In order to continue to combat the effects of COVID–19, all restaurants that are open for Delivery only will implement a strict No Contact Delivery procedure with all deliveries.
11.2. This procedure ensures to protect both our drivers and our customers. This means that customers will be able to receive their meals with making no physical contact with the drivers.
12. What is the No Contact Delivery Process?
12.1. All delivery bags are sanitised and wiped down before each order is packed.
12.2. Online payments are encouraged, as this means no contact at all; however, our process still caters for those who choose to pay with a card or cash.
12.3. Our drivers carry a personal hand sanitiser bottle with them at all times.
12.4. Upon arriving at the customer's delivery address, the driver will knock on the customer's door / ring bell.
12.5. The driver will stand back away from the customer at a safe distance.
12.6. When the customer comes out, the driver will sanitise their hands and remove the meal from their delivery bag.
12.7. The driver will place the meal on top the delivery bag in front of the customer, while still maintaining a safe distance.
12.8. The customer will pick up their meal and check the content of the order.
12.9. If payment needs to be made by card, the driver will wipe down the card machine and prepare it for the transaction. The customer will then simply tap, insert or swipe their card. If a PIN is required, the driver will hold out the card machine towards the customer so that the customer can enter their PIN without having to handle the card machine.
12.10. If payment needs to be made with cash, the driver will have confirmed the exact amount of change needed before arriving. The change will be placed in a sealed and sanitised money bag. The customer will pick up their meal that was placed on top of the delivery bag, check the meal, and then place the cash on top of the delivery bag. The driver will pick the cash up, and replace it with the change for the customer to pick up.
12.11. The driver will then sanitise their hands and pick up the empty delivery bag to leave.
13. What is KERBSIDE DELIVERY?
13.1. A process where the customer is able to place an order and then drive to their selected restaurant to receive their meal.
13.2. The customer will receive their meal through our strict no contact handover process, without having to disembark their vehicle.
14. How can a customer order for KERBSIDE DELIVERY?
14.1. The easiest way to place an order is through our APP. The customer will build their order basket on the APP, input their vehicle details and then checkout, all in one seamless process.
14.2. Alternatively, KERBSIDE DELIVERY is also available to customers via our website or at selected restaurants for call in.
15. Why do we need the customer’s vehicle details?
15.1. For us to clearly identify the customer, and ensure the correct meal is delivered to the correct vehicle, we will require the customer to provide us with their vehicle details (make, model, colour and registration).
15.2. Upon the customer’s arrival at the restaurant, we will be able to identify the vehicle and delivery the correct meal to the vehicle in our parking area.
15.3. As a further form of identification, the customer can show the order confirmation which they would have received via SMS.
16. How can a customer pay for their KERBSIDE DELIVERY order?
16.1. Order placed online via our APP or website can be paid online, which is the safest option for customers.
16.2. We also offer a no contact card and cash payment option upon delivery.
17. Which restaurants offer KERBSIDE DELVEIRY?
17.1. Only selected restaurants will be able to offer Kerbside Delivery.
17.2. Download our APP or visit our website to see which restaurants are operating in your location, and their respective trading hours.
18. Is social distancing practiced during KERBSIDE DELIVERY?
18.1. Yes, we will deliver the meal to the customer in their car.
18.2. The customer may not and will not be required to leave their vehicle at all.
18.3. The meal will be presented to the customer in a box and/or bag on a tray to promote no contact between our team members and the customer.
18.4. Card and cash payments will also be facilitated using a tray for no contact transactions.
19. What safety protocols are in place for customers using KERBSIDE DELIVERY?
19.1. In addition to our team members regularly washing their hands with soap and water, all our team members sanitise their hands with alcohol-based sanitiser.
19.2. All team members wear face masks, and team members who are customer-facing also wear a face shield as an extra precaution.
19.3. Team members who are customer facing (such as runners) also have hand sanitiser available for both themselves and to offer to customers before and after handling food parcels, cash or card machines.
20. Is there a designated eating area at the restaurant for customers?
20.1. No, customers must leave immediately after receiving their order.
20.2. By government regulation, no food may be consumed on the restaurant premises.
21. Can customers receive a meal ordered by someone else on their behalf?
21.1. Yes, as long as the person coming to the restaurant is in the vehicle that was described when the order was placed, and that person has the order confirmation SMS (forwarded to them from the person who placed the order).
22. What menu offer is available when customer is ordering KERBSIDE DELIVERY?
22.1. There may be a difference in the menu offerings across our various menu channels. Download our APP or visit our website to view the KERBSIDE DELIVERY menu.
23. What is NO CONTACT DRIVE THRU?
23.1. A process where a customer can remain in their vehicle and order from the restaurant without any physical contact between the customer and restaurant team.
24. Is social distancing practiced during NO CONTACT DRIVE THRU?
24.1. Yes, the usual Drive Thru process will be followed where the customers will place their order, pay and collect their meal from the allocated windows.
24.2. NO CONTACT DRIVE THRU offers our customers the experience of Drive Thru without physical contact at the payment and collect windows, by use of regularly sanitised trays to handover cash, card machines and meals.
25. What safety protocols are in place for customers using NO CONTACT DRIVE THRU?
25.1. In addition to our team members regularly washing their hands with soap and water, all our team members sanitise their hands with alcohol-based sanitiser.
25.2. All team members wear face masks, and team members who are customer-facing also wear a face shield as an extra precaution.
25.3. Team members who are customer facing also have hand sanitiser available for both themselves and to offer to customers before and after handling food parcels, cash or card machines.
26. How can a customer pay for their NO CONTACT DRIVE THRU order?
26.1. We offer no contact card and no contact cash payment options for all Drive Thru’s.
27. Can a customer order in advance and collect at the DRIVE THRU
27.1. No. Drive Thru orders can only be placed by customers in the Drive Thru queue at the restaurant and cannot be placed in advance.
27.2. Customers who wish to place their orders in advance should check on the Steers APP or website for their closest Steers restaurant that offers KERBSIDE DELIVERY.
28. Can the Drive Thru customer order from Debonairs Pizza and/or Fishaways at the Steers Drive Thru?
28.1. No. Drive Thru is for Steers customers only.
28.2. Customers who wish to order from Debonairs Pizza and/or Fishaways should do so using the Debonairs Pizza and/or Fishaways APPs and opt for KERBSIDE DELIVERY instead.
29. What is NO CONACT TAKEWAY?
29.1. A process where customers can order their meal in-store over the counter to take away.
29.2. Customer is to stand in queue at allocated social distance floor markings at 1.5m apart.
29.3. Customer will place their order over the counter with the cashier, make payment, then wait in the allocated waiting area.
29.4. When the meal is ready, a team member will bring the meal on a tray to the customer in the waiting area, maintaining a safe distance and no physical contact.
30. Is there a limited number of customers permitted in the store?
31. As per government regulations under Level 3, all customers must maintain at least 1,5m distance apart, thus limiting the number of customers we can let into our restaurant at a time, depending on the floor space.
32. The restaurant reserves the right of admission only to customers who fully comply with all the safety protocols as per government and Fishaways regulations under Level 3.
33. Is social distancing practiced during NO CONACT TAKEAWAY?
33.1. Yes. Social distance floor decals are placed 1.5m apart on the floor and this serves the purpose to determine the number of customers allowed in restaurant.
33.2. There is a designated waiting area for TAKEAWAY customers after placing their order.
33.3. Social distancing is applied at takeaway waiting area where a compliance officer will coordinate the 1.5m distancing between customers.
34. What menu offer is available when customer is ordering NO CONACT TAKAWAY?
34.1. There may be a difference in the menu offerings across our various menu channels. Menus will be available at the restaurant for customers ordering for takeaway.
35. What safety protocols are in place for customers using NO CONACT TAKEAWAY?
35.1. In addition to our team members regularly washing their hands with soap and water, all our team members sanitise their hands with alcohol-based sanitiser.
35.2. All team members wear face masks, and team members who are customer-facing also wear a face shield as an extra precaution.
36. How can a customer pay for their NO CONTACT TAKEAWAY order?
36.1. We offer no contact card and no contact cash payment options for all TAKEAWAY orders.
36.2. Should the customer be paying by card, the card machine is sanitised before and after each transaction; sanitiser spray is also available for the customer at the counter.
37. What is NO CONTACT IN-STORE COLLECT?
37.1. A process where customers place their order online or by phone call to pick up their order at the restaurant.
38. Will customers have to wait in line?
38.1. Customers who ordered for collection will join the takeaway queue to reach the counter to make payment for their order.
38.2. Customers who have paid online will be fast-tracked to the front of the queue to receive their order.
39. Is social distancing practiced during NO CONTACT IN-STORE COLLECT?
39.1. Yes. Social distance floor markings are placed 1.5m apart on the floor and this serves the purpose to determine the number of customers allowed in restaurant.
39.2. There is a designated waiting area for TAKEAWAY customers after placing their order.
39.3. Social distancing is applied at takeaway waiting area where a compliance officer will coordinate the 1.5m distancing between customers.
40. What menu offer is available when customer is ordering IN-STORE COLLECT?
40.1. There may be a difference in the menu offerings across our various menu channels. Menus will be available at the restaurant for customers ordering for takeaway.
41. What safety protocols are in place for customers using IN-STORE COLLECT?
41.1. In addition to our team members regularly washing their hands with soap and water, all our team members sanitise their hands with alcohol-based sanitiser.
41.2. All team members wear face masks, and team members who are customer-facing also wear a face shield as an extra precaution.
42. How can a customer pay for their IN-STORE COLLECT order?
42.1. We offer no contact card and no contact cash payment options for all TAKEAWAY orders.
42.2. Should the customer be paying by card, the card machine is sanitised before and after each transaction; sanitiser spray is also available for the customer at the counter.