1. Forest Stewardship Council. FSC no: SGS-COC Programme for the Endorsement of Forest Certification. PEFC no: SGS-PEFC/COC-0837

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2 Waterfall at Ballroom Forest, Cradle Mountain by Kodi Bellchambers This Fuji Xerox Business Centre Tasmania, Sustainability Report has been printed on a 1000i Digital Colour Press on paper certified by 1. Forest Stewardship Council. FSC no: SGS-COC Programme for the Endorsement of Forest Certification. PEFC no: SGS-PEFC/COC

3 Introduction by Dealer Principal 4 Sustainability program scope and reporting 6 About our organisation 7 How we manage End of Life equipment and associated parts and consumables 8 How we manage disposal of waste 10 Energy consumption 12 Assisting customers to improve their environmental outcome 13 Community Involvement 14 Customer Satisfaction 16 Leadership Endorsement and employee engagement 17 Summary 18 3

4 by Dealer Principal Welcome to the Fuji Xerox Business Centre Tasmania sustainability report for the calendar year Another very busy year has gotten behind us, both for the dealership in general and our sustainability program in particular. On the business front, the investment we have made in upgrading and expanding our support facilities around the state over the past several years has allowed us to continue to grow our fleet of machines in the field, without compromising our commitment to providing the best possible service to our customers. I am very pleased to be able to report that we have again been named as Dealer Service Operation of the Year by our parent company Fuji Xerox Australia (FXA). This continued success has been achieved with our impact on the environment front of mind, and I am also very pleased to report that we have achieved some excellent results and improvements in almost every area of our sustainability program. As well as continuing to meet our product stewardship responsibilities regarding management of EOL equipment, we have achieved some truly outstanding results in the collection and recycling of used machine consumables, with a return rate of 89% overall. To be able to say to our customers that we retrieve nine out of every ten consumables we send out is, I think, compelling evidence of our commitment to minimizing our impact on the environment wherever we can. We have also made some improvements in the way we manage general business waste (although we still have work to do in this area) and we continue to make ground in energy and fuel management. We have continued our heavy involvement with the community we are part of, both through sponsorship of many charities and other worthy causes, either through direct donation or through assistance in kind through our print services to help them get their message heard. However, we have always taken the view that involvement in the community involves doing the things that are hard as well as those that are popular. To this end we have been a supporter of the Hobart Women s Shelter which aims to empower women and children to lead independent and fulfilling lives, and envisions that all women and their children should be able to live in a community free from violence and injustice. 4

5 The issue of violence against women continues to be a blight on our society, particularly in Tasmania which has the highest domestic violence rates in Australia. In 2016, as part of our strategic plan to increase awareness in the community around this growing issue, we decided to seek to become a recognised White Ribbon Australia officially accredited organisation. After three years of demonstrated commitment and work in this area we made our accreditation submission in December 2016 and have been advised that we have been successful. As a byproduct of our efforts in this area, I have been invited to join the board of the Hobart Women s Shelter, the first male to be so appointed in 40 years. We are one of only eight organisations in Tasmania to receive this accreditation and the ONLY private business to do so. (All of the other organisations are Government departments.) In conjunction with the Hobart Womens Shelter, White Ribbon Australia and key Government Departments, we hope to be able to play a leadership role in getting acceptance in the business community that a demonstrated commitment to prevention of violence against women is just as important as a commitment to the environment as a prerequisite to being a good corporate citizen. In 2016 we also launched a new project under our good neighbours policy and we are building a school in a remote and very poor region of Indonesia where they currently teach 256 children in the open air. I look forward to informing everyone of progress in our next annual report. All in all, this has been another successful year for the Fuji Xerox Business Centre Tasmania, and I would like to thank all of our employees for the contribution they have made, and continue to make, to that success. I would also like to thank the sustainability team of our parent company, Fuji Xerox Australia for their continued support and assistance throughout the year. As usual, we have tried to keep our report short and easy to read. I hope you find it informative. Keirran Downham Dealer Principal Fuji Xerox Business Centre Tasmania 5

6 Scope & Reporting We currently measure how we handle end of life (EOL) equipment and peripherals, recycling of parts and consumables, management of business and kitchen waste, paper usage, energy consumption (electricity and fuel), our interaction with the broader Tasmanian community and air travel. We also measure and report on how happy our customers are with the products and services we provide. Sustainability is well embedded in our organisation and has simply become the way we do business. We have sustainability champions in each area of the business who monitor and record waste and recycling information and report either weekly or monthly depending on the area. Sustainability is a standing agenda item at monthly management meetings. Monthly updates are provided to our service team on how we are doing on recovery of used consumables. A report on progress against all areas of the program is provided to all staff in the company every six months and this sustainability report is produced annually. Copies of our half yearly reports and this annual report are also provided to FXA as part of our commitment to transparency in what we do in this area. 6

7 The Fuji Xerox Business Centre Tasmania has been the Tasmanian Dealer for Fuji Xerox Australia (FXA) since We deal with the very latest in environmentally sustainable technology, ranging from sales and service of tailored printing hardware to meet customer in house printing needs, through to print on demand and finishing services available in any one of our four Print Division outlets statewide. We are also the Tasmanian Dealer for Makerbot 3D printers and now have factory trained Service Repair Engineers state wide to service this important emerging market. At the present time we manage a fleet of over 2500 machines around the state (including Flinders and King Islands) on full service maintenance agreements (FSMAs) and our Print Centres continue to provide a service to our many print on demand customers. 3D printer sales are also gaining momentum. We have completed major upgrades of our premises right across the state to allow us to continue to provide the services that our customers have come to expect when they become part of the Fuji Xerox family. With offices in Hobart, Launceston, Ulverstone and Burnie and a presence in Devonport, we are well positioned to quickly respond to any difficulties customers may have, no matter where in the state they may be. We pride ourselves on having the best people in Tasmania providing the best service in Australia on the best equipment in the world. Sales Hobart Mowbray Burnie Devonport Sales Manager Customers Sales and Service Support Chief Financial Officer Service Hobart Mowbray Burnie Devonport Service Work Controller Stock Controller Service Manager Dealer Principal Print Division Hobart Mowbray Burnie Moonah HR & Compliance Manager 7

8 End of Life equipment & associated parts & consumables How we manage EOL equipment and peripherals Our policy is that no end of life copiers/printers (including opposition devices we have traded out) are to be disposed of to landfill. During the course of 2016 we disposed of some 319 devices and peripherals (including some opposition machines) as follows 253 through our recycling partners, and 66 were on sold During this period, no devices have been reported as going to landfill. We dispose of any EOL computer equipment and peripherals through our IT providers who either rebuild / refurbish them for redeployment to another part of our organisation or for donation to charity, or disassemble and dispose of through recyclers. 100% of our old equipment was disposed of this way during This year we had a total of approximately kg of used parts which we sent back to FXA for recycling. No complaints were received from customers that parts or packaging had been left at customer premises during the year under review Parts Returned (kg) How we manage parts return Our policy is that all used parts are collected and returned to base for recycling by FXA and that no used parts (or associated packaging) are to be left at customer premises kg 8

9 How we manage consumables recycling Our policy is to actively encourage all of our customers to return used consumables to us and that all such items from either FXA or FXP products are returned to FXA or Close the Loop for recycling, or (in the case of some types of waste toner bottles) recycled locally % Recycled % We are able to accurately track all consumables sent to customers in each of our three regions (North, North West and South). As each region also reports how many used consumables have been recovered for recycling, we are able to say with some degree of accuracy what percentage of consumables we are recycling. After recording a steady improvement in the percentage of consumables recycled in each of the five years up to and including 2014, we suffered a disappointing drop in our recycling rate in 2015 to 79.5%, which was well short of our target of 85% and 4.5% less than we had achieved in One of our challenges for 2016 was to turn that situation around, and we are pleased to be able to report that through a much sharper focus on consumable recovery (particularly in the Hobart Region) and improved collection processes, we achieved a return rate of over 89% in the year under review, which was well up on the 79.5% achieved in 2015 and well ahead of our 2016 target of 85%. Hopefully we can achieve a similar result in To be able to say that we get back nine out of every ten consumables we send out sends a very strong message to our customers about our commitment to sustainability. During 2016 we also recycled / refurbished over 1500 waste toner containers through our relationship with Mail House in Hobart. 9

10 Waste Disposal General Waste Our overall policy is to minimize waste to landfill as much as possible Each year we strive to improve on the percentage of the waste we recycle as a proportion of the total waste we generate as a byproduct of doing business. Sadly, in 2016 the best we could do was to achieve a 67.7% recycling rate for general waste (up slightly on the 65.5% we achieved in 2015), but well short of our target of 70%. We will be looking to improve in this area during Launceston are again the stand out site for waste recycling with a recycling rate of over 80% % Recycled % Recycling of kitchen waste Our policy is that we separate and recycle all kitchen waste that meets council guidelines We have a well-established procedure in Hobart whereby recyclable kitchen waste is collected fortnightly. In Burnie, Ulverstone and Launceston there is no collection service for business, and a local arrangement at each of those locations has been put in place to make sure that co-mingled waste is disposed of appropriately. Recycling of waste paper Our policy is to recycle as much waste paper as we can All waste paper from our four Print Centres located around the state is collected by Veolia Waste Management Services for secure disposal and recycling once a week or once a fortnight depending on location. Since 2009 we have arranged for other areas of our business to dispose of their waste paper via the same system. Additionally in Hobart we have an ongoing arrangement with Plane Tree Studio whereby waste paper with very little ink on it is separated out for use by the Studio in production of their specialty handmade papers. 10

11 All up we are confident that we recycle over 95% of the waste paper we generate as a business. Recycling of polystyrene Our policy is to recycle polystyrene where possible and practical Historically, a large proportion of the waste we generate as a business has been the polystyrene packaging that arrives with machine deliveries. In Launceston there is an accredited polystyrene recycler (R Max) who is happy to take this waste and some 20 cubic metres was recycled through them by our Launceston service team during We have been unable to find a recycling partner for this waste product in the South and North West. A feasibility study to set up a polystyrene recycling plant in Hobart in 2015 came to naught so unfortunately, we have no alternative but to dispose of such waste to landfill in those regions. One positive aspect is that due to changes to the packaging arrangements of machine orders, the amount of polystyrene used has deceased. Recycling of cardboard Our policy is to recycle cardboard whenever possible We have no such problems with recycling cardboard. During 2016 we sent an estimated 218 cubic metres of cardboard for recycling and we are confident that we are recycling over 95% of the cardboard waste we generate through our recycling partners. Paper used for administrative purposes within the company Our policy is to use only carbon neutral paper for administrative printing done within the company. (Internal company documents, invoices, service job sheets etc.) After the initial dramatic reduction in paper used for administrative purposes when we moved to electronic billing, paper use has remained relatively static over the past few years. Our target for 2016 was to further reduce our use of administrative paper use by another 10% to around 135 reams. In fact we made virtually no improvement at all. (We used approximately 140 reams of A4 and 5 Reams of A3 paper for administrative purposes which was around the same volume we used in

12 Our policy is to reduce energy consumption as much as possible consistent with being able to efficiently carry out our business and ensure staff comfort. Vehicles Whilst Hobart recorded a minor increase in fuel consumption in 2016 of about 2%, we had a reduction in fuel consumption of 8.6% in Launceston and 4.8% in Ulverstone leading to a net reduction of 0.7% overall. A good result. Air travel Buildings During 2016 we recorded a very minor 0.5% increase in electricity usage in Hobart which considering the increased demand for power as a result of new equipment in the Print Centre and the Makerbot showroom was less than expected. In Burnie we experienced a 12.9% increase in power usage in 2016 which all occurred in the first quarter of 2016 compared to the same period in We are still collecting data for our Ulverstone and Launceston premises. We only fly when we absolutely have to, either to send people to the mainland for training or machine demonstrations, or to service equipment we have on Flinders and King islands. We purchase offsets for most of this travel (around 95%) as the only option we have to reduce our carbon footprint in this area. Water use We are still not measuring our use (no means for doing so as yet) but this is not a high priority for us as we use very little water in our operations. Regular checks are made of taps and toilet cisterns. 12

13 to Improve their Environmental Footprint Our policy is to provide customers with the best document solution to meet their needs with the least environmental impact. Our policy is to provide customers with the best document solution to meet their needs with the least environmental impact. The approach at Fuji Xerox is to provide a solution for customers which not only meets their document solution needs, but is designed with the environment in mind and without compromising the user experience. Eco Mark and Energy Star certification are commonplace with Fuji Xerox office devices. This is backed by our responsible parts procurement, remanufacturing and recycling processes for used parts and consumables, and responsible disposal and recycling of devices at their end of life. Since 2012 Fuji Xerox Australia has been achieving zero waste to landfill from devices, parts and consumables collected from customers. Prize in the Eco Products category of the 11th Eco Products Awards in Japan. Launched in May 2014 for the entry-level production market, the Versant 2100 is the first product in its class that complies with the latest Energy Star program requirements. We also source and provide a wide range of recycled content, FSC and / or PEFC certified paper stocks for our customers. Our biggest sellers are our guaranteed carbon neutral business papers, which enable our customers to make an immediate reduction in their operational environmental footprint. While Fuji Xerox has received numerous awards for energy efficiency and environmentally responsible design and product stewardship for office devices, this commitment is also delivering accolades in production devices. In 2014, Fuji Xerox s colour on demand publishing system Versant 2100 Press was awarded the prestigious Minister of Economy, Trade and Industry 13

14 Our policy as a good corporate citizen is to play an active role in assisting the wider community to be a better place wherever we can. We have played an active role in the general community for many years, including sponsorship of various clubs and charities (e.g. Gimme five for kids) and provision of assistance to many other worthy causes. As part of our sustainability program we have forged partnerships with a number of organisations which we feel play an important role in the Tasmanian community. We now have an ongoing business relationship with Mailhouse Tasmania which provides cleaning and refurbishment services for some types of waste toner boxes. (Mailhouse Tasmania is a Division of Oak Tasmania which provides a wide range of support and employment services for people with disabilities in Tasmania). We also have an ongoing relationship with various Men s Sheds around the state whereby we provide them with plastic plinths and wooden pallets which they in turn remanufacture into an amazing array of products for community organisations, schools and charities. We also support the Bonorong Wildlife Sanctuary which plays a lead role in educating the public (and school kids in particular) about wildlife conservation and the plight of the Tasmanian devil. As part of our partnership with them we have assisted in the complete re-signing of animal enclosures and the wildlife park generally, as well assisting by way of sponsorship of various awareness and fund raising events during the year. 14

15 Finally, because the Fuji Xerox Business Centre Tasmania has always taken the view that involvement in the community involves doing the things that are hard as well as the things that are popular, we have for some years now been a supporter of the Hobart Women s Shelter in their campaign to raise awareness within the community of the epidemic of violence against women. We have joined with them to support the White Ribbon organisation which encourages people to speak out against such violence. In 2016 as part of our strategic plan to increase awareness in the community about this growing issue, we decided to seek to become a recognised White Ribbon officially accredited organisation. Over the past 3 years the Fuji Xerox Business Centre has demonstrated effective leadership, resource allocation, communication, HR policy development and training to create a safer and more respectful workplace, and we submitted our application to become accredited in December We have now been advised that as of March 2017, we will be officially recognised by White Ribbon Australia as a pioneer in Tasmania contributing to national cultural change to prevent and respond to violence against women, joining the sixth and largest group of White Ribbon Workplace graduates. We are one of only eight organisations in Tasmania to receive this accreditation and the ONLY private business to do so. All of the other organisations are Government departments. As with any change the efforts must be sustained and ongoing. The application for reaccreditation in 36 months must evidence an ongoing commitment to this journey. The next chapter moving forward is to gain wider community involvement and commitment and increased education and awareness, and as part of our White Ribbon commitment and accreditation, White Ribbon have indicated they would support the funding of the Hobart Women s Shelter to provide an outreach service to help other Tasmanian businesses come on board. During 2016 we also launched our Good Neighbors policy, which we will be reporting on next year. 15

16 Our policy is to provide our customers with the best service we possibly can. We consider this policy to be fundamental to our continued success and sustainable growth and we are always looking for ways to improve. Just a few of the customers who have chosen Fuji Xerox for their document solution needs are as follows: Whilst we have been named service provider of the year by FXA on a number of occasions (and again this year), we wanted a system where we could home in on, and get feedback from as many customers as possible on an individual basis. The system we use is called heartbeat and we normally do two surveys a year, one in June and the other in November. We continue to enjoy a very good response rate (around 25%) and whilst the overwhelming majority of the feedback is positive, each survey does highlight a few customers where we need to change our approach. This enables us to quickly home in on issues and take corrective action before they become problems. In the last survey we improved our ranking in one of the four measures, maintained our position in two, and slightly declined on the fourth. Overall satisfaction declined by one point from 8.5 out of 10 to 8.4 but remains ahead of the industry average. We will be striving to do better in

17 and employee engagement Sustainability is a standing agenda item at Monthly management meetings and we have 6 Sustainability Champions spread across the organisation in different business units who report regularly to our Sustainability Coordinator on waste disposal, recycling etc., with a further 4 actively involved in gathering sustainability data for the program. We provide half yearly reports to all staff on the progress we are making (or not making) across all areas of the program. More frequent, monthly reports are provided to all service personnel on machine consumable recycling where there is considerable competition between regions to get the greatest number of consumable returns. Sustainability is now an integral part of our business model. There is very strong and visible endorsement of the program from the Dealer Principal and Senior Management Group, and most staff have bought into the process because they understand the importance of the program to the Company s long term business success. 17

18 We are broadly on track in achieving the goals we have set ourselves in our sustainability program, and we are particularly pleased with the results in the area of machine consumable recycling, although we recognize that we have a lot more work to do in terms of how we manage waste in general. We continue to make small but steady gains in energy management. Overall we are pleased with the progress we are making and we recognize that this is a continuous improvement process that is helping to drive the business forward in a way that is good for us, our customers, the general community and the environment. We are very pleased that as part of our community involvement that we have succeeded in becoming an accredited White Ribbon Workplace, and we hope that our example in this area will motivate other organisations to take up the challenge in addressing the enormous social issue of violence against women. Our new Burnie Print Centre. Our new Ulverstone workshop at Queen Street. 18

19 Derwent River Sunrise by Ralph McGee 19

20 PRINT CENTRES Hobart 118 Bathurst Street Launceston 288 Invermay Road Moonah Shop 1, Main Road Burnie 17 Cattley Street MACHINE SALES AND SERVICE Statewide Phone