Summary
Highlights
Erica Johnson and Tom Harrington introduce a Marketplace special investigating Canadian restaurant chains. They go undercover with hidden cameras to expose unsanitary practices and reveal secrets restaurants don't want customers to see, such as cooked mice in food or band-aids. The segment highlights common customer complaints about foodborne illnesses, including anecdotes of finding hair in food and experiencing severe sickness after eating out. Award-winning Chef Roger Mooking joins to emphasize the importance of food safety and hygiene in a professional kitchen setting, where even minor errors can lead to serious health issues for customers.
Almost 2 million Canadians get sick from eating out annually. Marketplace conducted the largest investigation of its kind, analyzing nearly 5,000 inspection reports from 13 popular restaurant chains across five Canadian cities (Ottawa, Toronto, Regina, Calgary, and Vancouver). The investigation reveals that about one in four inspection reports contains at least one major violation, with handwashing being one of the most common issues. Initial rankings show Starbucks and KFC with the fewest major violations, at 11 and 13 per 100 inspections, respectively.
An undercover Marketplace server at a Vancouver Moxie's rarely observes staff washing hands, even handling food directly after touching fries intended for customers or wiping plates. The location has a history of poor inspections, including two previous citations for lack of hot water for handwashing. The segment questions the restaurant's focus on server appearance over hygiene. The severity of food safety breaches is underscored by the 2008 E. coli outbreak at a Harvey's Swiss Chalet in North Bay, Ontario, where over 200 people fell ill, with some victims sharing their harrowing experiences of intense pain and fear. The cause remained undetermined, but it profoundly impacted victims' trust in eating out.
Back at Moxie's, evidence of cross-contamination is observed. A chef scratches his back without washing hands before handling food. An ice scoop is left in the ice with its handle, and juice cartons are stored in ice used for drinks, increasing the risk of contamination. A Toronto Subway employee is seen wiping kitchen equipment and then a cutting board with the same dirty cloth, a major violation. The rankings continue: A&W (17 violations), Subway (18 violations, with Calgary locations cited for dirty cloths), Pizza Hut (20 violations), and Tim Hortons (21 violations per 100 inspections, often due to lack of handwashing supplies).
Proper food temperature is crucial. Cooked food should be held at 60°C or above, and cold food at 4°C or below. Tests on food from Second Cup and McDonald's reveal significant temperature violations, with egg salad at 13.4°C (danger zone) and McDonald's milk at 10.4°C and burgers at 35°C (dangerously low). This poses a high risk of food poisoning. Restaurant rankings worsen: Swiss Chalet (29 violations), Wendy's (30 violations), and McDonald's (33 violations). The segment discusses the lack of mandatory food safety training for all food handlers across Canada, unlike alcohol servers. A former Moxie's server recalls washing dirty glassware by hand due to insufficient supplies, a major violation left unaddressed by management.
Many restaurants exhibit a troubling pattern of repeat violations, for example, Subway and McDonald's in Calgary for contaminated cloths and temperature issues, and a Tim Hortons for a persistent fly infestation. Both Vancouver Moxie's locations show repeated violations, leading former inspector Dominic Lazo to suggest they should be closed given the persistent and serious nature of the infractions. He expresses shock that inspectors haven't taken harsher action. The segment contrasts this with Toronto's 'Dine Safe' program, which uses visible placards to display inspection grades, acting as a strong motivator for restaurants to maintain hygiene. In contrast, most other Canadian cities offer little to no public or easily accessible information about restaurant inspections, allowing repeat offenders to continue operating without public scrutiny.
The final countdown reveals the top offenders: Boston Pizza (36 violations), The Keg (39 violations), Second Cup (40 violations), and the number one offender, Moxie's, with nearly half of its inspections having at least one major violation, primarily due to issues in Calgary and Vancouver. Restaurant Canada, an industry association, declines to be interviewed, arguing that public disclosure of inspection results is overly simplistic. CBC Marketplace confronts its president, Guy White, who also remains silent. The segment concludes with practical tips for diners—check bathroom cleanliness, speak to managers about concerns, and contact local public health services—while emphasizing the critical need for greater transparency and stronger enforcement of food safety regulations across Canada.