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MEMORANDUM
TO: KAY
CC: Jeff Fxkmann
mewde GAIdirizer
FROM: Y-Ar6-1- Wells
DATE: November 11, 1992
RM CTC Pr--Auro-v
I wJmowledp the thoughtful note from you and your
staff. You am most welcome; Id's do it
again.
Aarlmd am the 'Ovariding Procedures' and
'Procedurn For Calls RpI--A To Product
Utiption Or Legislative NUtters." 71icy am revised
pum=t to our discussion.
Plew distribute the j.,,c&dums to your stLff.
/S&
Attachments
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CONSUbM INFORMATrON CENTER PROCEDURI
OVERRIDING PROCEDURES
C
1. Call From: Lawy-
Government officw
Halth Cut Profemional
Repmsentativt of Voluntary Health Group, such as
American Cancer Society, Amexican H= A-""on,
American Lung A wx;-t;qn, American Madical.A
-;-Ann
or ASIL
Subject: Any Subject
Procedurr_- Say., "Our Law Department would Mw to
receive your an
..6,r- 0.q and I'm going to ask You to call thern.
iu iAw
*
Department's telephone number is 502-568-7665
.
~) r# j, Sip off.
2. Call From: Anyone
Subje= Current litigation in any court, a
subpoe:na, a summom, or
another court matter (more than a comment on a
r==t
event).
Procedure: Say: *Our Law Department would like. to
receive your can
and I'm going to ask you to call them. The Law
Depament's telephone number is 502-568-7665.1
Sip off.
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3. Call From: Anyone
SubjeLt Claim that a cigarette MUd a qmcific fire
which caused
a mious burn or substantial pwpczty damage.
Claim that use of a tobe product is red-led tD
discs in
a qecifw, person, such as a caller who says
ciprette
smoking gave my Wier ltmg can= or emphysema. 71W
caller may ask for money or t1imatcri to sm.
Claim that the warning not= or the luk of a
wwaing:
notice ca a tobaccv product affected a specific
perm.
Procedure: Say: *Claims against the company or Us
products am
beyond the purpose of the rcv--- Hodim if you wish
tD present this daim, please presmt it in a Lem to
the Law
Department, Brw*-n & Widliamson Tobacco
Corporation,
P.O. Box 35090, Loulriffle, Kentucky 40232.
sip off.
4. Call From: media
Subjecc Any Subject.
Procedure: Say: 'Our Corporate Communications
Department would
like to meive your call vid I'm going to ask you
to call
them. 7be Corporate Communication Depamcrit's
telephone number is 502-568-7211.'
Sign off.
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coNsuuMR WFORMATION CENTER PROCEDURES
PROCEDURES FOR CALLS RELATED TO
PRODUCT LMGA77ON OR LEGIRATIVE MAMM
If a call not covered by the Overriding Procedures
is received and the caller's subject is a m
related to product litigation or Ireelation, the
procedure is as Wows:
a. Capture contact data, including caller's
inquiry.
b. Provide the answer exactly as autborized by
Corporate and dic Law
Department for telephone use; if none is
appropriate, d= -
c. Say: 'The information is not immediately
available. We will try to respond by mail."
Then -
d. Select an appropriate response letter from
among the lette, approved for Sencral
distribution by Corporate Communications and the
Law Department and send; ifnone, am
ak,F-k,,;M, d= -
e. Send dm infbrmation collected on the call to
Caporatz Commit"ir-tiont.
f Corporate Communications will draft a response
letter and provide it W CIC, or notify
CIC that no response is recommended.
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BATCo document for Province of BritiSh Columbia 28
October 1999