COVID-19

Update 9th June, 2020, 10:10am

As New Zealand moved into Alert Level 1 at midnight, Monday 8th June, BurgerFuel stores nationwide will remove all dine in and ordering restrictions put in place during Alert Level 3 and 2, returning to normal operating levels. Please feel reassured that we continue to follow strict hygiene protocols with the health and safety of our staff and customers being our #1 priority. Please note the following measures we are taking to ensure this:

  • Scheduled staff hand washing & sanitisation.
  • Kitchen & dining room frequently cleaned with a focus on high touch surfaces.
  • We encourage you to keep track of your movements. Download the NZ Covid tracer app and scan the Ministry of Health QR code as displayed as you enter, find out how here https://tracing.covid19.govt.nz/.
  • Hand sanitiser is available for use on the counter.
  • We ask that customers please continue to be aware & practice physical distancing where possible.
  • Our team members are required to stay home if unwell & we encourage customers to do the same.

We appreciate your understanding & continued support.

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Update 12th May, 2020, 11:04am

As New Zealand moves into Alert Level 2 on Thursday 14th May, it will remain very much status quo for all BurgerFuel stores nationwide for the week to follow. During this time, we encourage customers to continue to order online, or place a phone order, for contactless takeaway at the store front. Select stores will continue to offer contactless Kerbside Pick Up and contactless Delivery.

We will look to play it safe, and for the seven days following the Alert Level 2 changeover, we will take this time to ensure our procedures are correct and work with our store owners to select which of our stores can safely open for dine in or in-store (over the counter) ordering. This will allow franchisees, with suitable space in their front of house, the chance to plan and prepare for opening their dining rooms under the government requirements.

Unfortunately, not all of our stores have dining room layouts that will enable them to maintain physical distancing, so some may not be able to offer a dine in option at Alert Level 2. But for the most part, we look forward to being able to welcome customers back into our in-store environments very soon, in the safest way possible.

We want our customers to feel reassured that we continue to have strict hygiene protocols in place and the health and safety of our staff and customers remains our number 1 priority. Please note the following measures we are taking to ensure this and for your general information:

Our Customer’s Needs:

- Hygiene, Health & Safety: We continue to follow regimented hygiene protocols; from our staff, to our food preparation and order handling, pick up and delivery services and to our kitchens and dining rooms.

- Physical Distancing: We are strictly adhering to physical distancing guidelines in our stores and at our store fronts, at all times. We ask that our customers please follow the instructions of our stationed staff at the front of house and use the internal floor stickers and external pavement stickers as a guide on where to safely stand.

- Contact Tracing: All in-store and phone order customers will be required to register and sign in via digital or physical customer registration, before paying for their order. A staff member will fill in the form for you, if you are unable to use the digital registration. This register is strictly for the purpose of contact tracing, at the request of the Ministry of Health, to assist with the management and reduction of transmission of Covid-19. Under no circumstances will it be used for marketing purposes. You can find out more here or head to the Covid19.govt.nz website.

- Contactless Dine In: Stores that can safely operate under the requirements of Alert Level 2 (have a large seating area) will offer dine in. There will be window signage displayed to let you know. The customer will be guided on where to sit and will be required to pick up their order from a pick up point in the store. This is to ensure the customer is only liaising with a single server (till person) one time only, upon ordering.  If dining room is closed, toilets will also be closed. If dining room is open, toilets will be accessible and frequently cleaned.

- Contactless Takeaway Options: Customers will be able to phone, order in-store or order online for contactless takeaway. Some stores will be able to allow customers to wait in-store for their order (if they can maintain physical distancing and capacity will allow). Select stores will be offering contactless Kerbside Pick Up (BurgerFuel.com/Kerbside) or contactless Delivery (BurgerFuel.com/Delivery). Please refer to our store locations page for information as to what services your store is offering. 

- Queue Control: To manage any queues, and to reinforce physical distancing during peak hours and busy periods, we will have a crowd controller stationed to guide people on where to stand and ensure people are keeping their distance. At these busier times we will also have an Online Order Management person to monitor online order congestion, to mitigate order backlogs and crowds building at the storefront. Please note that your ability to online order may be put on hold if a store is experiencing an influx of orders, or there is an issue which may contribute to a queue i.e if the eftpos system is down.

- Contactless Payment: We will only accept cashless payments at this time and will have contactless payment in place. We ask that customers use the hand sanitiser provided after using the eftpos terminal. All customer will be required to take their own receipt.

- Your wellbeing: For the safety of both our staff and customers, we ask that anyone who doesn’t feel well, doesn’t come to store. We ask that you simply hold off on getting your burger fix until you are well again! If unsure, please call Healthline on 0800 358 5453

Our Staff:

- Are required to stay at home if they are feeling unwell.

- Have undergone continuous COVID-19 specific online safety training on top of our thorough health and safety e-learning throughout lockdown.

- Are required to sanitise every 5 minutes and wash hands frequently.

- Where possible, will be executing touchless food preparation, cooking, stacking, bagging and serving.

- Our staff will be sanitising before and after bagging your order.

- Will continue to follow 1m physical distancing guidelines in kitchens and when moving through our dining rooms or on breaks.

- Will be wearing freshly washed uniforms for each shift, including aprons.

Our Kitchens & Dining Rooms

- Will have regimented hourly cleaning with a particular focus on high touch surfaces.

- Food preparation, cooking, stacking and bagging will be mainly touchless, using gloves and utensils.

- We will ensure our dining rooms can only be opened for dine in if physical distancing can be maintained at all times. Please refer to the ‘Queue Control’ and ‘Wait Areas’ information in the ‘Your Customer Needs’ section above, for more information.

If your BurgerFuel experience is anything less than expected please get in touch with us via email or social media if you have any queries.

We thank you for your continued support as we continue to feed your need in the safest way possible.

 

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Updated 5:13pm – Wednesday 29/04/2020

Day one of reopening saw BurgerFuel stores inundated with a stampede of customers, well beyond what was anticipated.    

Since opening at Alert Level 3, our staff are navigating many new procedures such as strict hygiene protocols, physical distancing guidelines and contactless food preparation in all kitchens.

On Tuesday 28th April, these new procedures, combined with major volumes of orders following 5 weeks of no operation, resulted in some BurgerFuel stores struggling to control crowds at peak collection times.

Today and moving forward we are working hard on a number of improvements to ensure the wellbeing of customers and staff.

We will be limiting online orders to ensure food production and queues are manageable, all stores are now required to have a crowd controller at the store front at all times, to reinforce physical distancing and have also provided additional video training to guide staff and ensure they’re operating in adherence with the government’s guidelines.

Staff are also required to follow physical distancing guidelines, strict cleaning protocols and personal hygiene regimes - such as frequent hand washing and hand sanitising every 5 minutes.

We ask if customers could please be understanding if there is a delay with their order to help ensure their safety and others by following these simple guidelines when heading to a store:

Physical Distancing: Unfortunately, we can only allow for physical distancing guidance in the immediate area outside of our stores. We have pavement decals for guidance directly in front of the store, but need customers help and ask that they use their best judgement and follow the 2m rule if a queue forms. We will also have staff stationed at the store front to call out customers’ orders, so please try to form an orderly queue and wait for your name to be called.

Phone order or Download the BurgerFuel app: There is currently increased traffic and pressure on our website and online ordering system. For the safety of customers, we will be monitoring & staggering online orders, if online ordering is unavailable – customers should check back after a few minutes. Customers can also try calling the store or ordering from the BurgerFuel app. We are working overtime to ensure any technical issues are dealt with asap.

Peak times: Expect that BurgerFuel stores are likely to be at maximum capacity during peak trading hours. Try again a bit later, try avoiding peak dinner rush (6-7pm) or try ordering from a nearby store (they may be getting less orders than the store customers normally order from).

We are adapting to a totally new environment, with safety being our highest priority. We appreciate our customers support and we ask for their patience and assistance to ensure that physical distancing is maintained at all times.   

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Update 28th April 2020, 8:40am:

BurgerFuel kitchens are open nationwide so you can order online for contactless pick up at our stores. Select stores will also be offering Kerbside Pick Up and Delivery.

We are thrilled to be back in operation again and would like to reiterate the steps we are taking to ensure the wellbeing of our customers and staff:

Our Customer’s Needs:

- Order online with confidence, knowing that we are adhering to physical distancing guidelines and following regimented hygiene protocols; from our staff, to pick up and delivery services, to our kitchens and the wider store and to our food preparation and handling.

- Contactless Pick Up Options: BurgerFuel kitchens will be open so you can order online for contactless pick up at our stores. Select stores will also be offering Kerbside Pick Up and Delivery. Please refer to our store locations page for up to date information around your stores opening hours and what services they are offering. Head to BurgerFuel.com/Kerbside or BurgerFuel.com/Delivery for more information on these new services.

- For the safety of both our staff and customers, we ask that anyone who doesn’t feel well doesn’t come to store. We ask that you simply hold off on getting your burger fix until you are well again! If unsure, please call Healthline on 0800 358 5453

- If your pick up or delivery experience is anything less than expected please get in touch with us via email info@burgerfuel.co.nz or social media if you have any queries.

Our Staff:

- Are required to stay at home if they are feeling unwell.

- Have undergone continuous COVID-19 specific online safety training on top of our thorough health and safety e-learning throughout lockdown.

- Are required to sanitise every 5 minutes and wash hands frequently.

- Where possible, will be executing touchless food preparation, cooking, stacking, bagging and serving.

- Our staff will be sanitising before and after bagging your order.

- Where possible, will be required to follow 1m physical distancing guidelines in kitchens and 2m physical distancing when moving through our dining rooms or on breaks.

- Will be wearing freshly washed uniforms for each shift, including aprons.

- We will be encouraging stores to roster in staff bubbles where possible.

Our Kitchens:

- Will have regimented frequent cleaning with a particular focus on high touch surfaces.

- Food preparation, cooking, stacking and bagging will be mainly touchless, using gloves and utensils.

We thank you for your continued support and look forward to firing up our grills again and feeding your need in the safest way possible.

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Update, 21st April 2020, 2:10pm:

In light of yesterday’s government announcement and in line with the new guidelines set around Alert Level 3, from Tuesday 28th April, BurgerFuel kitchens will be open so you can order online for contactless pick up at our stores. Select stores will also be offering contactless Kerbside Pick Up and Delivery. Please refer to BurgerFuel.com from Saturday 25th April for your store’s operating hours. Please also note that some stores may be offering a limited menu due to delays with product supply. We appreciate your understanding at this time.

Our customers can feel reassured that when we are operating again, we will be following all requirements set by the government for our industry, in accordance to Alert Level 3, and we will have strict health & safety protocols in place. See the following measures we are taking to ensure the wellbeing of our customers and staff.

Our Customer’s Needs:

- Order online with confidence knowing that we are adhering to physical distancing guidelines and following regimented hygiene protocols; from our staff, to pick up and delivery services, to our kitchens and the wider store and to our food preparation and handling.

- Contactless Pick Up Options: Customers will be able to order online and choose from 3 different contactless pick up and delivery services – At Store Pick Up, Kerbside Pick Up and Delivery. At Store Pick Up will be available at all stores, whereas select stores will be offering Kerbside Pick Up and Delivery. Please refer to our store locations page from Saturday 25th April for up to date information around your store’s opening hours and what services they are offering and head to BurgerFuel.com/Kerbside or BurgerFuel.com/Delivery for more information on these new services.

- For the safety of both our staff and customers, we ask that anyone who doesn’t feel well doesn’t come to store. We ask that you simply hold off on getting your burger fix until you are well again! If unsure, please call Healthline on 0800 358 5453

- If your pick up or delivery experience is anything less than expected please get in touch with us via email info@burgerfuel.co.nz or social media if you have any queries.

Our Staff:

- Are required to stay at home if they are feeling unwell.

- Have undergone continuous COVID-19 specific online safety training on top of our thorough health and safety e-learning throughout lockdown.

- Are required to sanitise every 5 minutes and wash hands frequently.

- Where possible, will be executing touchless food preparation, cooking, stacking, bagging and serving.

- Our staff will be sanitising before and after bagging your order.

- Where possible, will be required to follow 1m physical distancing guidelines in kitchens and 2m physical distancing when moving through our dining rooms or on breaks.

- Will be wearing freshly washed uniforms for each shift, including aprons.

- We will be encouraging stores to roster in staff bubbles where possible.

Our Kitchens:

- Will have regimented frequent cleaning with a particular focus on high touch surfaces.

- Food preparation, cooking, stacking and bagging will be mainly touchless, using gloves and utensils.

We thank you for your continued support and look forward to firing up our grills again and feeding your need in the safest way possible.

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Update, 26th March 2020, 10.00am: 

See you soon, our friends of the Fuel.
   
We have closed our doors in direct response to the NZ Government’s increased covid-19 alert level.

We thank you for your continued support, patience and understanding. We will continue to update you via this webpage and social media.

In the meantime, stay safe and see you soon.

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Update, 25th March 2020, 2:30pm: 

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Some of our BurgerFuel stores across New Zealand have begun to close in preparation for alert level 4. If you are unsure if a store is open we encourage you to check on our online ordering platform or to call the store. All stores will close by 9pm tonight but some may continue to close before then dependent on stock levels.

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Update, 24th March 2020, 2:30pm:

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From 9pm Wednesday 25th March, our stores will close their doors, we will turn off our grills and hang up our aprons until such a time when we can reopen. This is in direct response to the NZ Government's increased COVID-19 level from 3 to 4. 

We are all in this together and we will continue to work on different ways we can continue to bring BurgerFuel to you during these unprecedented times. We will continue to update you via this webpage and social media.

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Update: Monday March 23rd, 16:45pm

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Our stores are open but our dining rooms are now closed. This is in response to the increased alert level, level 3, indicated from the NZ Government.

Ordering in-store to take-away, and ordering online for express pick-up continue to be available.

All stores across our network will shut their dining rooms to customers. This means you will no longer be able to dine-in at our stores.

This action will be brought into effect as soon as possible in stores nationwide.

Finally, we are working on different ways we can continue to bring BurgerFuel to you during these unprecedented times. We will continue to update you via this webpage and social media. We are a proud New Zealand company and will endeavour to support our loyal staff, customers and the local community through this time. We are in this together.

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Original statement: Tuesday March 17th, 12 noon

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As the impact of COVID-19 grows, we think it is important to let you know we continue to be open across the country.

The situation is rapidly changing, but right now we plan to keep our doors open, our grills hot and to continue to make burgers for you, your family and the wider community  – just with a few more precautions and a double down on safety protocols. We continue to provide quality food and take pride in our health and safety practices. We know that certain situations require us to implement updated procedures, listen to the experts and be nimble so we can continue to cater to our customers. This is one of those situations.

Your needs
We know that you will be relying quite heavily on eating at home or quick pick-up right now. In order to feed your needs, we have implemented the following:

  • We continue to encourage you to order online and pick-up in-store, supporting reduced social contact.
  • Stores are open and will be until further notice. We will promptly inform you, via social media channels or our website, of any changes to opening hours, in-store menu selection or any other changes that may arise.
  • As always, if your experience in-store is anything less than expected, please let our staff in-store know at once.  Otherwise please get in touch with us via email or social media if you have any further questions.

Our stores
Peace of mind and risk mitigation goes a long way, so we have implemented (above and beyond our usual extensive health and safety programme):

  • All stores have sanitiser stations available on entry and on counters.
  • We have reduced front-of-house reusable touch points.
  • All stores have cashless and touchless facilities available.
  • We have doubled the amount of deep cleaning procedures in our stores.

Our staff
Our teams have always taken in pride in offering you the best experience. We consider our people central to everything we do and as such, have implemented the following to support them during this time:

  • If any team member feels unwell, they will remain at home, and we encourage our customers to do the same. If unsure, please call Healthline on 0800 358 5453.
  • All staff undergo continuous training in adherence with our thorough health and safety protocol and auditing. We have extended this by implementing specific COVID-19 online safety training to all stores. 

It goes without saying this is a tricky time for us all. We cannot predict how this situation may progress; we are closely monitoring this in real-time based on the advice the World Health Organisation and the Ministry of Health are providing. We are reviewing our approach regularly. 

Thank you for your continued support.