Supplier Requirements

Qantas Airways Limited
ABN 16 009 661 901
Supplier Requirements
Contents
OVERVIEW
STANDARDS OF PERSONAL BEHAVIOUR
EQUAL OPPORTUNITY
HARASSMENT/NO BULLYING
THEFT, ATTEMPTED THEFT, FRAUD, ATTEMPTED FRAUD OR REMOVAL OF PROPERTY
OCCUPATIONAL HEALTH AND SAFETY
Page
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5
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OVERVIEW
1.
2.
Introduction
1.1
The standards Qantas maintains as a corporation are key to our business success. Every
Supplier needs to be aware of these standards and the conduct required of the Personnel of
the Supplier.
1.2
Relevant state and federal legislation in relation to standards and conduct bind both Qantas
and Suppliers and their Personnel.
Definitions
Personnel of a Supplier or Qantas means:
(a)
(b)
the officers, employees, agents and contractors (including their employees and contractors)
of that party; and
in the case of Qantas, includes officers, employees, agents and contractors of any Qantas
Group Company (except the Supplier and its Personnel).
Qantas means Qantas Airways Limited (ABN 16 009 661 901) of Qantas Centre Building A, 203
Coward Street, Mascot, 2020, New South Wales.
Qantas Contact means the person identified to the Supplier by Qantas as the Contact from time
to time.
Qantas Group means Qantas Airways Limited and its related bodies corporate (as defined by the
Corporations Act 2001) and companies in which Qantas holds or controls (directly or indirectly)
25% or more of the issued capital.
'Qantas Group Company' means a company in the Qantas Group.
Qantas Premises means any place or thing used by any Qantas Group Company in the course
of conducting its business, (whether or not owned by or within the exclusive control of a Qantas
Group Company) including, but not limited to:
aircraft,
vehicles,
offices,
car parks,
terminals,
hangars,
workshops,
warehouses,
kitchens, and
airports.
Qantas Site means Qantas Premises or any other workplace controlled by a Qantas Group
Company.
Precedent Version: Supplier Requirements v1.1 (July 2004)
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Supplier means any company providing goods or services to, or performing work for, a Qantas
Group Company.
STANDARDS OF PERSONAL BEHAVIOUR

3.
Requirements
3.1
Suppliers are required to ensure that their Personnel conduct themselves in a professional
manner consistent with:
(a)
(b)
(c)
(d)
3.2
4.
the highest community standards;

Qantas commitment to customer service excellence;
Qantas corporate policies and procedures as identified to the Supplier from time to
time; and
strict compliance with applicable laws.
Where these Standards are breached Qantas will take whatever action it considers
appropriate, which may include the termination of the Supplier's contract or Qantas
determining that it will not allow a particular member of the Supplier's Personnel to be
involved in providing goods or services to the Qantas Group.
Application
These Standards of Personal Behaviour apply to a Supplier and its Personnel when they are:
(a)
(b)
(c)
(d)
5.
on Qantas Premises;
in any workplace where staff of any Qantas Group Company are working;
at any work function organised by a Qantas Group Company attended by Qantas Personnel;
and
in the course of the Supplier providing goods or services to a Qantas Group Company;
including in relation to any interaction between the Supplier's Personnel and Qantas'
passengers or customers.
Personal Behaviour Standards

5.1
What are the Standards?

The standards of personal behaviour expected of a Supplier's Personnel include:
(a)
(b)
(c)
(d)
(e)
(f)
5.2
acting with honesty and integrity;

abiding by laws and regulations;
demonstrating Qantas values;
providing excellence in customer service;
dealing with Qantas' customers and the community with respect; and
treating Qantas Personnel and the Personnel of the Supplier with respect and working
as a team.
Acting with honesty and integrity

A Supplier must ensure that its Personnel:
(a)
are beyond reproach in matters of:

(i)
(ii)
(iii)
(b)
trust;
confidentiality; and
honesty; and
at no time misuse privilege, authority or status.
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5.3
Abiding by laws and regulations

(a)
(b)
(c)
(d)
(e)
5.4
comply with the applicable laws of Australia or the relevant country when travelling on
Qantas Group Company business;
meet the legislative requirements to qualify and remain eligible for Aviation Security
Identification Cards (ASIC), where relevant;
behave in a fair and consistent manner in all dealings with Qantas' customers, Qantas
Personnel and the Personnel of the Supplier;
have regard for the health, safety and welfare for themselves and others at work; and
have regard for the protection of the environment and the well being of the various
communities in which Qantas operates.
Demonstrating Qantas values

(a)
ensure the protection and enhancement of Qantas:

(i)
(ii)
(iii)
(b)
(c)
(d)
(e)
(f)
(g)
5.5
image;
profitability; and
success;
promote the Qantas spirit of service excellence;

ensure that their own behaviour or action does not cause Qantas public
embarrassment or bring the image of Qantas into disrepute;
maintain an appropriate business-like standard of appearance while performing duties;
ensure that work is carried out conscientiously, efficiently, economically and
effectively;
work safely and ensure to the extent practicable the safety and security of the
customers and assets of the Qantas Group; and
ensure the confidentiality of sensitive information relating to any Qantas Group
Company or its operations is respected at all times.
Providing excellence in customer service

Where a Supplier's Personnel are dealing with Qantas customers as part of providing goods
or services to any Qantas Group Company, the Supplier must ensure that each individual
member of its Personnel:
(a)
(b)
(c)
(d)
(e)
(f)
(g)
(h)
(i)
(j)
5.6
presents a positive and professional image of the individual and Qantas;

assists Qantas to take ownership of service failures and takes action to fix the
problem;
recognises customers in a warm, friendly, professional manner, using their names at
every opportunity;
cooperates with Qantas Personnel for the benefit of the customer;
provides an alternative or explanation when unable to meet customer requests;
assists Qantas to take ownership of and follow through on customer requests and
problems with empathy;
ensures that the individual's job knowledge and skills impress the customer;
endeavours to understand the needs of the customer;
ensures the customer feels safe and secure; and
presents the individual and Qantas in a pleasant manner that reflects a premium
international and contemporary style of excellence.
Dealing with customers and the community with respect
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(a)
(b)
5.7
behave in a fair and consistent manner in all dealings with Qantas customers; and
have regard for the protection of the environment and the well being of the various
communities in which the Qantas Group operates.
Treating other workplace participants with respect and working as a team

A Supplier should ensure that its Personnel:
(a)
(b)
5.8
work safely and ensure the safety and security of Qantas Personnel and the
Personnel of the Supplier; and
treat Qantas Personnel and the Personnel of the Supplier with trust, dignity, respect,
fairness and equity.
Unacceptable behaviours
A Supplier must ensure that its Personnel do not engage in unacceptable behaviours.
Unacceptable behaviours include:
(a)
(b)
(c)
(d)
(e)
(f)
(g)
(h)
(i)
(j)
(k)
(l)
(m)
(n)
(o)
(p)
(q)
(r)
(s)
5.9
abuse, harassment/bullying or discrimination;

physical assault;
threatening or intimidating behaviour;
breaching the relevant customs laws and procedures;
unauthorised use of Qantas time, resources or facilities (including electronic media)
for personal benefit or private purposes;
using Qantas electronic communication facilities (eg. Internet, e-mail, phone, fax)
which are inconsistent with primary business operations, is associated with any illegal
purpose, or cause interference with, or disruption of other network users, services,
equipment and information assets;
accessing, storing, processing or transmitting any information deemed to be of a
threatening, obscene, pornographic or harassing nature;
wilful damage to or theft of Qantas Group property, or property entrusted in the
Qantas Groups care;
theft or attempted theft;
fraud or attempted fraud;
unauthorised selling or promotion on behalf of another organisation;
making unauthorised public statements about Qantas or its position in respect of any
matter;
directly or indirectly engaging in any activity which could by association cause any
Qantas Group Company public embarrassment or other damage;
unauthorised passing of sensitive or confidential information (electronic or hardcopies)
relating to any Qantas Group Company or its operations to a third party or posting of
such information in a public domain eg. external website;
seeking or accepting tips or gratuities from Qantas customers;
not adhering to safety and security procedures and standards, including failure to have
Identification (ID) Card or Visitors pass appropriately displayed at all times;
selling, using, distributing or being found in possession of drugs;
unauthorised selling, possession, distribution, drinking, or being under the influence of
alcohol; and
unauthorised use of the Qantas name or logo.
Suppliers responsibilities
A Supplier is responsible for:
(a)
the behaviour and actions of its Personnel at all times;
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(b)
(c)
(d)
(e)
ensuring that its Personnel adhere to the Qantas Standards regarding personal
behaviour;
seeking the appropriate advice regarding the acceptability of an action prior to
undertaking it or allowing its Personnel to undertake such action;
acting in the best interest of the Qantas Group; and
treating Qantas Personnel and Qantas' customers fairly and equitably.
5.10 Authorisation required

Where these Standards state the need for authorisation or approval to be obtained prior to
undertaking an activity in respect of Qantas or its operations, advice should be sought from
the Qantas Contact as to the level of authority needed.
5.11 Breach of standards
Where these Standards are breached, Qantas will take whatever action it considers
appropriate, which may include the termination of the Supplier's contract or Qantas
determining that it will not allow a particular member of the Supplier's Personnel to be
involved in providing goods or services to the Qantas Group.
5.12 Legal implications
If the Supplier or its Personnel engage in unacceptable behaviour, the Supplier or its
Personnel may be directly exposed to legal action and liability for their actions, including
prosecution and penalties imposed by the courts for breaches of legislation.
EQUAL OPPORTUNITY REQUIREMENTS

6.
7.
Qantas commitment
6.1
Qantas is committed to building and fostering a culture in which diversity is valued.
6.2
Qantas is committed to providing a workplace that is free of discrimination.
6.3
A Supplier engaged by any Qantas Group Company is expected to abide by, and ensure
that its Personnel abide by, Qantas' Equal Opportunity Requirements, and State and Federal
laws.
6.4
If a Supplier does not do so, or its Personnel do not do so, Qantas will take whatever action
it considers appropriate, which may include the termination of the Supplier's contract or
Qantas determining that it will not allow a particular member of the Supplier's Personnel to
be involved in providing goods or services to the Qantas Group.
Application
These Equal Opportunity Requirements apply to a Supplier and its Personnel when they are:
(a)
(b)
(c)
(d)
on Qantas Premises;
and
in the course of the Supplier providing goods or services to a Qantas Group Company,
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8.
Anti-Discrimination
8.1
Qantas is bound by State and Federal anti-discrimination legislation which makes

discrimination, on specific grounds, unlawful. The Supplier and its Personnel are also bound
by this legislation.
8.2
Unlawful discrimination
(a)
Discrimination is treating one person or group less favourably than another.
(b)
Unlawful discrimination is discrimination based on an unlawful ground. There are a

number of Federal and State laws that make discrimination unlawful on a variety of
grounds. Those grounds include:
(i)
(ii)
(iii)
(iv)
(v)
(vi)
(vii)
(viii)
(ix)
(x)
(xi)
(c)
8.3
sex;
race, colour, descent, nationality or national origin;
age;
physical, mental or intellectual disability;
sexual preference, gender identity and transgender status;
pregnancy or potential pregnancy;
physical features;
marital status;
family responsibilities, responsibilities as a carer and/or parental/carer status;
religious or political beliefs;
trade union membership, union or industrial activity or membership of an
employee organisation.
Whether it is unlawful to discriminate for one of these reasons in a particular State or

Territory will depend on the legislation which applies.
Direct discrimination
Direct discrimination occurs where someone is treated less favourably on the basis of a
particular reason (eg: sex, race, age, disability etc.).
8.4
Indirect discrimination
Indirect discrimination occurs where a condition or requirement is imposed that might appear
to be neutral on its face but in practice results in a particular individual or group being
adversely affected because they are unable to comply with the condition or requirement,
where that requirement is not reasonable in all the circumstances.
8.5
Discrimination and the Suppliers Personnel

The Supplier's Personnel must not unlawfully discriminate against Qantas Personnel in the
course of the Supplier providing goods or services to Qantas.
8.6
Discrimination and our customers

(a)
The Federal and State anti-discrimination laws also extend to the provision of goods
and services to Qantas' customers. Qantas is required to ensure that it does not
discriminate in an unlawful way (i.e. on the above mentioned grounds) against:
(i)
(ii)
(b)
passengers; or
customers.
The legislation covers such situations as refusal of service or differential service

resulting in a passenger or client receiving less favourable treatment.
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(c)
9.
A Supplier is required to ensure that neither it nor its Personnel discriminate against a
Qantas passenger or customer in providing goods or services to the Qantas Group.
Equal Opportunity Grievances

9.1

(a)
(b)
(c)
(d)
(e)
(f)
(g)
(h)
9.2
A Supplier is responsible for ensuring that its Personnel:

(a)
(b)
(c)
(d)
(e)
(f)
9.3
9.4
adhering to these Qantas Equal Opportunity Requirements;

complying with anti-discrimination legislation;
taking reasonable steps to prevent its Personnel engaging in discrimination;
treating Qantas Personnel and Qantas' customers fairly and equitably;
seeking the appropriate advice from Qantas regarding the acceptability of an action
prior to undertaking it;
ensuring its workplace practices comply with anti-discrimination legislation;
dealing with complaints about discrimination quickly, confidentially and effectively; and
advising its Qantas Contact if any complaint of discrimination is made by a member of
the Supplier's Personnel to the Supplier.
are aware of and comply with these Equal Opportunity Requirements;

are aware of and comply with anti-discrimination legislation;
are aware of their individual responsibilities under anti-discrimination legislation;
are familiar with the avenues of complaints resolution;
advise Qantas if they believe they have been discriminated against by Qantas
Personnel to allow prompt resolution; and
advise the Supplier if they believe they have been discriminated against by another
member of the Supplier's Personnel.
Legal responsibilities
(a)
A Supplier may be liable for any discrimination by its Personnel unless it can show
that it took 'reasonable steps' to prevent the discrimination from occurring.
(b)
If such reasonable steps were taken, the liability for the discrimination will rest with the
individual member of the Supplier's Personnel that engaged in the conduct.
What are reasonable steps?

Reasonable steps to prevent discrimination may include a Supplier:
(a)
making its Personnel aware of their rights and responsibilities under these Equal
Opportunity Requirements and legislation by:
(i)
(ii)
(iii)
(iv)
(v)
(b)
9.5
having a policy;
distributing the policy;
conducting appropriate training;
distributing booklets and leaflets;
displaying anti-discrimination posters; and
the Supplier immediately dealing with any complaints of discrimination.
Suppliers Personnel discrimination complaints

(a)
Any member of the Supplier's Personnel who feels that they are being discriminated
against may have the right to make a complaint.
(b)
Some avenues available to the individual may be:
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(i)
(ii)
(iii)
(iv)
(c)
9.6
While it is preferred that matters are resolved satisfactorily internally, the Personnel of
Suppliers may have the right to lodge a complaint with the relevant anti-discrimination
body.
When action has commenced

(a)
Regardless of the type of action taken by the individual, if Qantas becomes aware of a
grievance, a record of any incident(s), meetings or actions will generally be kept by
Qantas that includes:
(i)
(ii)
(iii)
(iv)
9.7
The Supplier and/or the member of the Supplier's Personnel may also wish to keep
such records.
(c)
The victimisation of any person who has complained of discrimination (and who has a
right to make such a complaint under legislation), or who has been asked to assist in
any investigation of complaints, is generally unlawful.
(d)
A person who victimises another may be subject to appropriate action by Qantas.
Maintaining confidentiality
If a complaint is made to Qantas, it will generally take all reasonable steps to maintain
confidentiality and privacy of all individuals concerned to prevent:
(i)
(ii)
(b)
9.9
dates and times;

places;
witnesses; and
details of what happened.
(b)
(a)
9.8
letting the person responsible for the behaviour know that the behaviour is
unacceptable;
seeking the assistance of the Qantas Contact or the Supplier in resolving the
matter;
lodging a formal complaint to the Supplier where the conduct involves other
Personnel of the Supplier;
lodging a formal complaint to Qantas management where the conduct involves
Qantas Personnel.
the possibility of victimisation or complainants; and

legal action for defamation.
If a complaint is made to the Supplier, Qantas expects that the Supplier will also take
all reasonable steps to maintain confidentiality and privacy. The Supplier must advise
Qantas of the complaint as soon as is practicable.
Unfounded complaints
(a)
A complaint of unlawful discrimination is a serious matter for everyone concerned.
(b)
Any person who makes such a complaint against another person without reasonable
grounds may be subject to whatever action Qantas considers appropriate.
Breach
If any Supplier or its Personnel do not comply with these Equal Opportunity Requirements
and their obligations under it, Qantas may take whatever action it considers appropriate
which may include the termination of the Supplier's contract with a Qantas Group Company
or Qantas determining that it will not allow a particular member of the Supplier's Personnel to
be involved in providing goods or services to the Qantas Group.
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9.10 Legal implications for individuals

A Supplier must ensure that its Personnel are aware that individuals are liable for their
actions under Federal and State anti-discrimination laws in relation to complaints of
discrimination in the workplace.
HARASSMENT/BULLYING REQUIREMENTS
10.
Qantas Commitment
10.1 Qantas promotes a working environment free of intimidation, threat and humiliation.
10.2 Harassment or bullying by a Supplier's Personnel of Qantas Personnel or members of the
general public is not permitted.
10.3 Similarly, the Personnel of Suppliers should not be harassed or bullied by Qantas Personnel.
11.
Application
These Harassment/Bullying Requirements apply to a Supplier and its Personnel when they are:
(a)
(b)
(c)
(d)
on Qantas Premises;
in any workplace where staff of a Qantas Group Company are working;
and
12. What is Harassment?

12.1 Harassment and/or bullying is any unwelcome behaviour that:
(a)
(b)
offends, intimidates, or humiliates another person; and/or

makes the workplace uncomfortable or unsafe; and
that occurs in circumstances in which a reasonable person, having regard to all the
circumstances, would have anticipated that the person harassed would be offended,
humiliated or intimidated.
12.2 Harassment may be unlawful if it is based on a ground of unlawful discrimination. Other
harassment or bullying may not be unlawful. Neither form of harassment or bullying will be
tolerated by Qantas.
12.3 Regardless of whether behaviour is unlawful or not, any behaviour that creates an offensive,
uncomfortable or threatening work environment will not be tolerated by Qantas.
12.4 If a Supplier or its Personnel engage in such behaviour, Qantas will take whatever action it
considers appropriate which may include the termination of the Supplier's contract with
Qantas or Qantas determining that it will not allow a particular member of the Supplier's
Personnel to be involved in providing goods or services to the Qantas Group.
12.5 Types of harassment/bullying
Harassment and/or bullying can take many forms. It may be:
(a)
verbal;
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(b)
(c)
written; or
physical.
12.6 Unlawful Harassment

(a)
Under both State and Federal legislation, harassment which is based on an unlawful
ground is a form of unlawful discrimination. The unlawful grounds are set out in detail
in the Equal Opportunity Requirements.
(b)
Unlawful harassment may include:

(i)
(ii)
(iii)
(iv)
(v)
(vi)
(vii)
sexual harassment;
verbal abuse or comments that degrade or stereotype people because of their
race, sexuality, pregnancy, disability, etc;
jokes based on race, sexuality, pregnancy, disability etc;
mimicking someones accent, or the habits of someone with a disability;
offensive gestures based on race, sexuality, pregnancy, disability, etc;
ignoring or isolating a person or group because of their race, sexuality,
pregnancy, disability, etc; or
display or circulation of racist, pornographic or other offensive material.
12.7 Unlawful sexual harassment

Sexual harassment is one form of unlawful harassment.
includes but is not limited to:
(a)
(b)
(c)
(d)
(e)
(f)
(g)
(h)
(i)
Unlawful sexual harassment
pressure or demands for dates or sexual favours;

unnecessary familiarity for example, deliberately brushing against a person or
constantly staring at a person;
unwanted physical contact for example, touching or fondling;
sexual jokes or innuendo;
offensive telephone calls;
offensive sexual gestures;
unwelcome comments or questions about a persons sex life;
display or circulation of sexual material, including magazines, posters or pictures and
messages; or
sexual assault.
12.8 Criminal Offences

(a)
It is important to understand that some of the above forms of sexual harassment (and
other types of harassment) may also constitute criminal behaviour and may be treated
as a criminal offence. These include:
(i)
(ii)
(iii)
(iv)
(b)
sexual assault;
physically molesting a person;
indecent exposure; and
obscene phone calls and letters.
If a Supplier or its Personnel become aware that a criminal offence, such as physical
abuse, may have been committed or attempted, they should advise the Supplier's
Qantas Contact and the Qantas Duty Security Controller immediately.
12.9 Internet and E-mail abuse

Harassment/bullying can also include the access, storage, processing, or transmission
(import or export) by using internet or e-mail of any information deemed to be of a
threatening, obscene, pornographic or harassing nature.
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13. Harassment/Bullying Responsibilities

13.1 A Supplier is responsible for:
(a)
(b)
(c)
(d)
(e)
(f)
(g)
(h)
adhering to these Qantas Harassment/Bullying Requirements;

complying with relevant legislation;
taking reasonable steps to prevent its Personnel engaging in harassment/bullying;
treating Qantas Personnel and Qantas' customers fairly and equitably;
seeking the appropriate advice from Qantas regarding the acceptability of an action
prior to undertaking it;
ensuring its workplace practices comply with anti-discrimination legislation;
dealing with complaints about harassment/bullying quickly, confidentially and
effectively; and
advising its Qantas Contact if any complaint of harassment/bullying is made by a
member of the Supplier's Personnel to the Supplier.
13.2 A Supplier is responsible for ensuring that its Personnel:

(a)
(b)
(c)
(d)
(e)
(f)
are aware of and comply with these Harassment/Bullying Requirements;

are aware of and comply with relevant legislation;
are aware of their individual responsibilities under anti-discrimination and other
legislation;
are familiar with the avenues of complaints resolution;
advise Qantas if they believe they have been harassed or bullied by Qantas Personnel
to allow prompt resolution; and
advise the Supplier if they believe they have been harassed or bullied by another
member of the Supplier's Personnel.
13.3 Legal responsibilities

(a)
A Supplier may be liable for any harassment/bullying by its Personnel unless it can
show that it took 'reasonable steps' to prevent the bullying/harassment from occurring.
(b)
If such reasonable steps were taken, the liability for the harassment or bullying may
rest with the individual member of the Supplier's Personnel that engaged in the
conduct.
13.4 What are reasonable steps?

Reasonable steps to prevent harassment/bullying occurring may include a Supplier:
(a)
making its Personnel aware of their rights and responsibilities under legislation by:
(i)
(ii)
(iii)
(iv)
(v)
(b)
having a policy;
distributing the policy;
conducting appropriate training;
distributing booklets and leaflets;
displaying harassment/bullying posters; and
the Supplier immediately dealing with any complaints of harassment/bullying.
14. Grievances
Individual rights of Suppliers Personnel
14.1 Any member of a Supplier's Personnel who experiences harassment/bullying in the
workplace can do something about it. The best action to take will depend on the nature and
severity of the harassment/bullying and how long the incidents have been occurring.
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14.2 Some avenues that may be available to the individual include:

(a)
(b)
(c)
(d)
letting the person responsible for the behaviour know that the behaviour is
unacceptable;
seeking the assistance of the Qantas Contact or the Supplier in resolving the matter;
lodging a formal complaint to the Supplier where the conduct involves other Personnel
of the Supplier; or
lodging a formal complaint to Qantas management where the conduct involves Qantas
Personnel.
14.3 While it is preferred that matters are resolved satisfactorily internally, the Personnel of
Suppliers may have a right to lodge a complaint with a relevant body.
15. Action Required

15.1 When action has commenced
(a)
Regardless of the type of action taken by the individual, if Qantas becomes aware of
the grievance, a record of any incident(s), meetings and actions will generally be kept
by Qantas including:
(i)
(ii)
(iii)
(iv)
dates and times;

places;
witnesses; and
what happened.
(b)
The Supplier and/or the member of its Personnel may also wish to keep such records.
(c)
The victimisation of any person who has complained of harassment/bullying or who

has been asked to assist in any investigation of complaints, is generally unlawful.
(d)
A person who victimises another may be subject to appropriate action by Qantas.
15.2 Maintaining confidentiality

(a)
If a complaint is made to Qantas, Qantas will generally take reasonable steps to

maintain the confidentiality and privacy of all individuals concerned to prevent:
(i)
(ii)
(b)
the possibility of victimisation of complainants; and

legal action for defamation.
If a complaint is made to the Supplier, Qantas expects that the Supplier will also take
all reasonable steps to maintain confidentiality and privacy. The Supplier must advise
Qantas of the complaint as soon as is practicable.
15.3 Unfounded complaint

(a)
A complaint of harassment/bullying is a serious matter for everyone concerned.
(b)
Any person who makes such a complaint against another person without reasonable
grounds may be subject to whatever action Qantas considers appropriate.
15.4 Breach of Requirements

If any Supplier or its Personnel do not comply with these Harassment/Bullying Requirements
and their obligations under it, Qantas may take whatever action it considers appropriate
which may include the termination of the Supplier's contract with any Qantas Group
Company or Qantas determining that it will not allow a particular member of the Supplier's
Personnel to be involved in providing goods or services to the Qantas Group.
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15.5 Legal implications

A Supplier must ensure that its Personnel are aware that engaging in behaviour in breach of
these Harassment/Bullying Requirements may lead to them being personally liable to
prosecution and penalties imposed by the courts for breaches of legislation or to them being
individually liable for their conduct.
THEFT, ATTEMPTED THEFT, FRAUD, ATTEMPTED FRAUD OR

REMOVAL OF PROPERTY REQUIREMENTS
16. Requirements
16.1 The theft, attempted theft, fraud or attempted fraud or unauthorised removal of Qantas
Group property, the property of Qantas Personnel or property entrusted to the care of the
Qantas Group, is a serious matter.
16.2 Where Qantas believes that a Supplier has engaged in this conduct, Qantas may take
whatever action it considers appropriate including suspending the Supplier's contract with
any Qantas Group Company while Qantas conducts an investigation. Where Qantas is
satisfied that a Supplier has committed an offence, Qantas may take whatever action it
considers appropriate including terminating the Supplier's contract with any Qantas Group
Company. The Supplier may face criminal charges.
16.4 Where Qantas believes that a member of a Supplier's Personnel has committed this act,
Qantas may take whatever action it considers appropriate while Qantas conducts an
investigation. This may include directing that the relevant member of the Supplier's
Personnel not be involved in providing goods or services to the Qantas Group.
16.4 Where Qantas is satisfied that a member of the Supplier's Personnel has committed an
offence, Qantas may take whatever action it considers appropriate including determining that
it will not allow that particular member of the Supplier's Personnel to be involved in providing
goods or services to the Qantas Group. The person may also face criminal charges.
16.5 Similarly, Qantas may take whatever action it considers appropriate if the Supplier or its
Personnel fail to comply with the procedures set out in these Theft, Attempted Theft, Fraud,
Attempted Fraud or Removal of Property Requirements.
17. Application
These Theft, Attempted Theft, Fraud, Attempted Fraud or Removal of Property Requirements apply
to a Supplier and its Personnel when they are:
(a)
(b)
(c)
(d)
on Qantas Premises;
and
18. Authorised removal of property

18.1 When Qantas agrees that a Supplier may remove scrap materials, or any items not
belonging to the Supplier, an approval, signed by an authorised officer of Qantas, must be
obtained.
18.2 The authorisation must be presented to security when leaving the premises.
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19. Security Inspections

19.1 When and where inspections may be conducted
Any Qantas Group Company may carry out inspections at any time where a Supplier or its
Personnel are:
(a)
(b)
(c)
(d)
entering Qantas Premises;

leaving Qantas Premises;
on Qantas Premises; or
in the course of the Supplier providing goods or services to any Qantas Group
Company.
19.2 Permitted inspections

When requested to do so by a member of the Qantas Security and Investigation Services
Division or other person authorised by the Head of Group Security (or his/her delegate) or
other Qantas authorised officers, a Supplier must permit and must ensure that its Personnel
permit the inspection by any officer authorised by Qantas of any:
(a)
(b)
(c)
parcels, bags, or containers in the possession or control of the Supplier or member of

its Personnel;
motor vehicle driven by the Supplier or member of its Personnel; and
lockers, desks or other receptacles used by the Supplier or member of its Personnel.
19.3 Supplier absence

An inspection may be conducted in the absence of the Supplier or a member of its
Personnel.
19.4 Before any inspection
Before any inspection is conducted, the officer conducting the inspection will generally:
(a)
(b)
identify him/herself to the person being subjected to the inspection; and

state the reason for the inspection.
19.5 During the inspection

(a)
During the course of the inspection it shall be the responsibility of the Supplier to
ensure that the relevant member of its Personnel reveals the contents of any item
being inspected to the satisfaction of the officer conducting the inspection.
(b)
The officer conducting the inspection will generally not touch the member of the
Supplier's Personnel during the course of the inspection or reach inside any
receptacle in the possession or control of the Supplier or the member of its Personnel
without the consent of the Supplier or the member of its Personnel.
19.6 If the Suppliers Personnel refuse an inspection

(a)
If a member of the Supplier's Personnel refuses to undergo an inspection, the officer

will generally advise the member of the Supplier's Personnel that such refusal may
expose the Supplier or that member of the Supplier's Personnel to action by Qantas.
(b)
If the member of the Supplier's Personnel continues to refuse to undergo an

inspection, the member of the Supplier's Personnel is required to present their
identification card for recording purposes.
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(c)
The officer shall immediately report the refusal of the member of the Supplier's
Personnel to the Supplier's Qantas Contact and to the Supplier.
19.7 If Qantas property is found

(a)
During the course of an inspection, a Supplier or member of the Supplier's Personnel

may be found to be in possession of Qantas Group property, the property of Qantas
Personnel or property entrusted to the care of the Qantas Group.
(b)
If the officer conducting the inspection believes that the possession of the property by
the Supplier or the member of the Supplier's Personnel is unauthorised, the officer will
generally invite the Supplier or the member of the Supplier's Personnel to give an
explanation.
19.8 When an adequate explanation is not provided

Unless an adequate explanation is provided, the officer will generally:
(a)
(b)
(c)
(d)
as soon as practicable take possession of the property and attach identifying labels or
tags in the presence of the member of the Supplier's Personnel;
as soon as practicable prepare a list of items taken and provide the Supplier with a
signed copy of the list;
as soon as practicable place the items in a sealed receptacle and/or store in a safe
place; and
as soon as practicable notify the Supplier's Qantas Contact and the Supplier of the
property which has been taken, the officers reasons for doing so and any explanation
offered by the Supplier or the member of the Supplier's Personnel.
19.9 Inspection principles

(a)
In an appropriate case, the member of the Supplier's Personnel may elect to have the
inspection conducted by an officer of the same gender as that person.
(b)
If the Supplier has any complaint regarding the inspection, it should report that matter
to the Supplier's Qantas Contact.
19.10 Supplier responsibilities

(a)
(b)
(c)
(d)
(e)
complying with these Theft, Attempted Theft, Fraud, Attempted Fraud or Removal of
Property Requirements;
the behaviour and actions of its Personnel at all times;
ensuring that its Personnel are aware or and adhere to these Theft, Attempted Theft,
Fraud, Attempted Fraud or Removal of Property Requirements;
taking all reasonable action to secure all Qantas Group premises and property; and
seeking the appropriate advice regarding the acceptability of an action, prior to
undertaking it or allowing its Personnel to take such action.
20. Dealing with Breaches

20.1 Where Qantas believes that a Supplier has breached these Theft, Attempted Theft, Fraud,
Attempted Fraud or Removal of Property Requirements, Qantas may take whatever action it
considers appropriate including suspending the Supplier's contract with any Qantas Group
Company while Qantas conducts an investigation.
20.2 Where Qantas is satisfied that a Supplier has committed an offence, Qantas may take
whatever action it considers appropriate including terminating the Supplier's contract with
any Qantas Group Company. The Supplier may face criminal charges.
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20.3 Where Qantas believes that a member of a Supplier's Personnel has breached these
Requirements, Qantas may take whatever action it considers appropriate while Qantas
conducts an investigation. This may include directing that the relevant member of the
Supplier's Personnel not be involved in providing goods or services to the Qantas Group.
20.4 Where Qantas is satisfied that a member of the Supplier's Personnel has committed an
offence, Qantas may take whatever action it considers appropriate including determining that
it will not allow that particular member of the Supplier's Personnel to be involved in providing
goods or services to the Qantas Group. The person may also face criminal charges.
20.5 Similarly, Qantas may take whatever action it considers appropriate if the Supplier or its
Personnel fail to comply with the procedures set out in these Theft, Attempted Theft, Fraud,
Attempted Fraud or Removal of Property Requirements.
OCCUPATIONAL HEALTH AND SAFETY (OHS) REQUIREMENTS

21. Introduction
21.1 The Qantas Group is committed to protecting the health and safety of a Supplier's Personnel
when they are present at Qantas Sites.
21.2 A Supplier is responsible for ensuring the health and safety of its Personnel as well as the
health and safety of others, when present at Qantas Sites.
21.3 These OHS Requirements provide Suppliers with an overview of their responsibilities in
relation to OHS while present at Qantas Sites.
21.4 These OHS Requirements only apply to Suppliers when present at Qantas Sites.
21.5 These OHS Requirements represent the minimum OHS requirements for Suppliers present
at Qantas Sites.
21.6 Depending upon the nature of the goods or services being supplied in each case, Qantas
may provide more specific OHS requirements relating to the provision of those particular
goods or services.
22. Supplier Health and Safety Management

22.1 While present at a Qantas Site, Suppliers are required to comply with their obligations under
relevant OHS legislation, regulations, rules, Codes of Practice, Australian Standards and
these OHS Requirements.
22.2 Qantas may also require a Supplier to demonstrate its capacity to meet its obligations under
law and these OHS Requirements.
22.3 Compliance with legal obligations and these OHS Requirements is a condition of
engagement to Qantas. Failure to comply with legal obligations or these OHS Requirements
is a breach of the terms and conditions of the Supplier's engagement as set out in the
Supplier's Agreement with Qantas.
22.4 If the Supplier is unsure of any of Qantas' OHS Requirements, the Supplier should discuss
this with its Qantas Contact.
23. General Safety Requirements

A Supplier is required to ensure that its Personnel:
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(a)
obey safety signs at all times;
(b)
obey all safe work instructions from Qantas Personnel;
(c)
use required personal protective equipment;
(d)
comply with these OHS Requirements.
24. Care, Skill and Diligence

A Supplier must:
(a)
be authorised by Qantas to provide the particular goods, services or work being provided to
a Qantas Group Company;
(b)
ensure that safe working practices and procedures are developed and implemented;
(c)
ensure that its Personnel used to perform its obligations under its Agreement with Qantas
are appropriately skilled and qualified and exercise the necessary levels of care, skill and
diligence required;
(d)
not permit any of its Personnel to undertake any work for which they have not received
training to a level that allows them to carry out the work competently and safely; and
(e)
provide adequate supervision and training to ensure its Personnel comply with safe working
practices and procedures, OHS legislation, regulations, rules, Codes of Practice, Australian
Standards and these OHS Requirements.
25. Plant, Equipment, Vehicles and Protective Equipment

25.1 Suppliers Plant, Equipment and Vehicles
A Supplier must ensure that its plant, equipment and vehicles:
(a)
are in a safe condition, with guards and safety devices in place;
(b)
comply with all applicable OHS legislation, regulations, rules, Codes of Practice and
Australian Standards;
(c)
are fit for the purposes for which they are required and used by the Supplier;
(d)
are kept clean and in good mechanical condition; and
(e)
comply with all relevant vehicle registration requirements and other applicable
regulations having regard to the uses to which they are to be put.
25.2 Protective Clothing and Equipment

A Supplier must provide and replace any protective clothing and equipment necessary for
the work to be performed by the Supplier and ensure that such protective equipment is
maintained, used and stored appropriately by its Personnel in relation to hazards associated
with the goods or services provided by the Supplier.
26. Alcohol and Other Drugs

26.1 Consuming alcohol and/or other drugs prior to commencing work, or whilst at work or on
duty, may adversely affect the safety of persons in the workplace.
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26.2 Qantas maintains a zero blood alcohol and drug free policy within all of its workplaces. This
means that all Personnel of the Supplier must be free from alcohol and/or other drugs whilst
present at a Qantas Site, other than when specifically authorised as detailed below.
26.3 The unauthorised use, possession, sale, manufacture, solicitation or distribution of any
alcohol or other drugs on Qantas Sites, at any time, is prohibited.
26.4 Definition of Drugs
(a)
'Drugs' are substances or medications capable of causing dependency, alteration of

mood or impaired judgment, concentration or coordination.
(b)
These include, but are not limited to:

(i)
illegal drugs;
(ii)
prescribed psychoactive medications not approved by Qantas Medical Officer;
(iii)
prescription medications for which no medical authorisation has been given;

and
(iv)
medications or 'over-the-counter' substances which are used contrary to the

manufacturer's instructions or recommended dosage.
26.5 Authority to consume alcohol

(a)
The consumption of alcohol by the Suppliers Personnel requires prior approval by the
Qantas Contact. In all cases it is the responsibility of the Personnel of the Supplier to
seek appropriate authorisation prior to consuming alcohol.
(b)
At no time will permission be granted to consume alcohol at airside locations.
(c)
When the above authority has been given, the behaviour of the Suppliers Personnel
must be appropriate and they are required to observe the relevant local laws relating
to blood alcohol limits whilst operating a motor vehicle or other forms of transport.
26.6 Safety Critical Areas

To uphold safe work practices and the highest possible standard of aviation safety,
Suppliers Personnel working in the following safety critical functions/areas will not be given
permission to consume alcohol whilst present at a Qantas Sites.
(a)
Maintenance personnel;
(b)
Dispatchers;
(c)
Operations Control;
(d)
Ground Security Controllers;
(e)
Ramp;
(f)
Load Control;
(g)
Drivers;
(h)
Domestic and International Cabin Crew; and
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(i)
Personnel in front line or operational positions in Freight Terminals, Catering Centres

and Airports.
26.7 Notification of use of medication

A Supplier is required to inform Qantas if any of its Personnel are using prescription
medication which may have a possible effect on their performance or ability to work safely.
27. Smoke-free Workplace

27.1 Qantas Sites are smoke-free workplaces.
27.2 Suppliers must ensure that their Personnel abide by the smoke-free workplace guidelines
whilst present on Qantas Sites.
27.3 What areas are smoke-free?

The following Qantas Sites are smoke-free:
(a)
all on-ground Qantas workplaces and premises except for designated smoking
shelters where permitted, including:
(i)
leased Airport Owner/Authority premises, including all airside areas; and
(ii)
Qantas car parks;
(b)
all Qantas vehicles;
(c)
all Qantas aircraft; and
(d)
hazardous areas.
27.4 What are hazardous areas?

Smoking is strictly prohibited at all times in hazardous areas:
(a)
where flammable or combustible gases or vapours may exist, where chemicals are
used, flammable liquids are stored and/or where fire and/or safety hazards exist;
(b)
where there is potential for damage to equipment; and
(c)
in areas which are marked as hazardous areas by OHS signage.
28. Entry Procedure

The Supplier must ensure that its Personnel, on arrival at a Qantas Site:
(a)
report to the Qantas Contact, upon initial induction and thereafter as required by Qantas;
(b)
comply with any entry procedure and/or completes any documentation required by Qantas
from time to time;
(c)
where considered necessary by Qantas, participates in, or has participated in:

(i)
appropriate general safety, health and environmental induction training; and
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(ii)
site safety induction including being given information detailing Qantas first
aid officers, fire wardens and emergency exits, etc;
prior to commencing involvement in the provision of goods or services to, or performing work
for, the Qantas Group; and
(d)
provide details of appropriate licences to be reviewed by the Qantas Contact prior to

commencing work.
29. Emergency Procedure

29.1 In case of an emergency, Suppliers must ensure that their Personnel:
(a)
take appropriate action to ensure the personal safety of themselves and any other
person, including if necessary stopping work and switching off equipment while,
without jeopardising the personal safety of themselves or any other person, minimising
the loss or damage to plant and equipment or interruption of any service; and
(b)
seek instruction from the closest Qantas Personnel and as soon as is practicably
possible from the Qantas Contact.
29.2 In the case of a fire, Suppliers must ensure that their Personnel obey the directions of
Qantas Fire Wardens, including if directed to evacuate the premises and proceed to the
emergency assembly point.
30. Treatment and Reporting of Injuries

30.1 Suppliers are responsible for the treatment of their ill or injured Personnel.
30.2 For the purposes of these OHS Requirements, an 'injury' is damage or harm done to or
suffered by a person present at a Qantas Site, which requires some form of first aid or
medical treatment or results in some level of incapacity or time off work.
30.3 For the purposes of these OHS Requirements, 'incapacity' means an inability to perform
some or all of the requirements of a job.
30.4 Injury Reporting Process
(a)
Personnel of the Supplier who suffer an injury and/or any subsequent resulting
incapacity whilst at a Qantas Site must report that injury and/or incapacity immediately
to the Qantas Contact and to the Supplier.
(b)
Further, Personnel of the Supplier who witness a person incurring an injury must
ensure that the incident is reported immediately to the Qantas Contact.
(c)
Injured Personnel of the Supplier must seek appropriate first aid or medical treatment
immediately, or make themselves available for any treatment provided by the Supplier
or, where appropriate, Qantas.
(d)
The Supplier must ensure that any of its Personnel who witness an event resulting in
an injury to a person makes themselves available for interview if Qantas wishes to be
provided with information regarding the event. Qantas may also require the Supplier
to provide to Qantas any information, including documents, regarding such event.
31. Incident Reporting

31.1 Suppliers must report incidents, near misses and dangerous occurrences on Qantas Sites,
immediately, to the Qantas Contact.
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31.2 The Supplier must also report the incident, near miss or dangerous occurrence to the
relevant authority in accordance with relevant OHS legislation.
31.3 The Supplier must ensure that any of its Personnel who witness an incident, near miss or
dangerous occurrence make themselves available for interview if Qantas wishes to be
provided with information regarding the incident, near miss or dangerous occurrence.
Qantas may require the Supplier to provide to Qantas any information, including documents,
regarding the incident, near miss or dangerous occurrence.
31.4 Definitions
The definition of incidents, near misses and dangerous occurrences vary according to the
OHS legislation in every State and Territory. The relevant legislation should always be
referred to, however, the following definitions can be used as a general guide:
(a)
an 'incident' is any event in the workplace which either causes injury or illness to
personnel or has the potential to seriously injure personnel;
(b)
a 'near miss' is any event occurring in the workplace which, although not resulting in
any injury or disease, had the potential to do so; and
(c)
a 'dangerous occurrence' is an event occurring at a workplace which exposes a

person in the immediate vicinity of the event to an immediate risk to the person's
health and safety, through:
(i)
collapse or failure of an excavation, plant building or scaffolding;
(ii)
an implosion, explosion or fire;
(iii)
spillage or leakage of any substance including the escape of gas, dangerous

goods or steam; or
(iv)
fall or release from a height of any plant, substance or thing.
32. Other Matters

32.1 Reporting of OHS Issues and Hazards
Suppliers who have OHS issues or queries, or who have identified a hazard, should initially
raise that matter with the Qantas Contact.
32.2 OHS Regulatory Authority (or similar) Inspections
Where it is required that a representative from the relevant OHS regulatory authority (eg
WorkCover) (or similar) inspect a Qantas Site, the Supplier must ensure that the Qantas
Contact is advised of this prior to the inspection taking place.
If the WorkCover (or similar) representative attends a Qantas Site unannounced the Supplier
must immediately advise the Qantas Contact to provide the opportunity for a Qantas
representative to be present.
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Supplier Requirements

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Qantas Airways Limited

ABN 16 009 661 901

Qantas Airways Limited

STANDARDS OF PERSONAL BEHAVIOUR

the highest community standards;

Personal Behaviour Standards

What are the Standards?

acting with honesty and integrity;

Acting with honesty and integrity

are beyond reproach in matters of:

at no time misuse privilege, authority or status.

Precedent Version: Supplier Requirements v1.1 (July 2004)

Qantas Airways Limited

Abiding by laws and regulations

Demonstrating Qantas values

ensure the protection and enhancement of Qantas:

promote the Qantas spirit of service excellence;

Providing excellence in customer service

presents a positive and professional image of the individual and Qantas;

Dealing with customers and the community with respect

Precedent Version: Supplier Requirements v1.1 (July 2004)

Qantas Airways Limited

A Supplier must ensure that its Personnel:

Treating other workplace participants with respect and working as a team

abuse, harassment/bullying or discrimination;

the behaviour and actions of its Personnel at all times;

Precedent Version: Supplier Requirements v1.1 (July 2004)

Qantas Airways Limited

5.10 Authorisation required

EQUAL OPPORTUNITY REQUIREMENTS

Qantas is committed to building and fostering a culture in which diversity is valued.

Qantas is committed to providing a workplace that is free of discrimination.

Precedent Version: Supplier Requirements v1.1 (July 2004)

Qantas Airways Limited

Qantas is bound by State and Federal anti-discrimination legislation which makes

Discrimination is treating one person or group less favourably than another.

Unlawful discrimination is discrimination based on an unlawful ground. There are a

Whether it is unlawful to discriminate for one of these reasons in a particular State or

Discrimination and the Suppliers Personnel

Discrimination and our customers

The legislation covers such situations as refusal of service or differential service

Precedent Version: Supplier Requirements v1.1 (July 2004)

Qantas Airways Limited

Equal Opportunity Grievances

A Supplier is responsible for:

A Supplier is responsible for ensuring that its Personnel:

adhering to these Qantas Equal Opportunity Requirements;

are aware of and comply with these Equal Opportunity Requirements;

What are reasonable steps?

the Supplier immediately dealing with any complaints of discrimination.

Suppliers Personnel discrimination complaints

Some avenues available to the individual may be:

Precedent Version: Supplier Requirements v1.1 (July 2004)

Qantas Airways Limited

When action has commenced

A person who victimises another may be subject to appropriate action by Qantas.

dates and times;

the possibility of victimisation or complainants; and

A complaint of unlawful discrimination is a serious matter for everyone concerned.

Precedent Version: Supplier Requirements v1.1 (July 2004)

Qantas Airways Limited

9.10 Legal implications for individuals

12. What is Harassment?

offends, intimidates, or humiliates another person; and/or