Optus Community and Environment Report 2003

One group. One company. One team.
Community and Environment Report 2003
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Contents
01
02
Message from the Chief Executive
14
Working with communities
03
Optus in the Australian community
16
Sharing information
and environment
19
Commitments to the community
06
Optus people and values
and environmental targets
07
Optus Environmental Policy and
26
Sponsorships
actions to protect the environment
28
Challenge of the electro-magnetic
09
Environmental audits and compliance
energy debate
10
Reducing resource consumption
29
Facing the future
12
Recycling and reducing waste
30
Feedback and contacting Optus
This report has been prepared with reference to the
Global Reporting Initiative’s (GRI) 2002 Sustainability
Reporting Guidelines, including the Telecommunications
Supplement July 2003. GRI’s mission is to promote
international harmonisation in the reporting of relevant
and credible corporate economic, environmental and
social performance to enhance responsible decision making.
Financial reporting is reported separately as part of the
SingTel Full Financial Report 2002-03.
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
This was a successful year for Optus with improved
revenues, cash flow, margins and profitability.
Message from the Chief Executive
This was a successful year for Optus with
meeting the obligations of regulatory
to the community is also demonstrated
improved revenues, cash flow, margins and
compliance and wants to meet the
by our encouragement and support for staff
profitability. Perhaps of more importance our
community’s expectations for environmental
to become involved in community fund
customer numbers increased consolidating
performance. Achieving this requires clear
raising activities.
Optus’ role and presence in the community.
thinking, innovative ideas and new approaches.
Best practice environmental performance
Over the year Optus Mobile concentrated
This commitment can be demonstrated by our
and meeting the community’s expectations
on improving its services to customers,
efforts to minimise the visual impact of mobile
are important to us and these aspects of
continuing to deliver operational
phone base stations. These significantly
our business are reported here. This is the
improvements, winning and retaining high
reduce the visual impact that can be
fourth year of the Optus Environment and
value business customers and capitalising on
associated with mobile phone base stations.
Community Report and it transparently
technology innovations. Optus is the second
02
reports what we have achieved and what
largest mobile phone provider in Australia with
We value the community that supports us and,
34 per cent of the market and is committed
just as we constantly seek ways to improve our
to further expanding its mobile network.
environmental, operational and business
I look forward to the year ahead and the
performance, we look for ways to best support
achievements that will be made by our people.
still needs to be done.
When Optus became a wholly owned
the community. Our community support and
subsidiary of SingTel in 2001 its ability
sponsorship program is diverse and effective
to become a leader in environmental
and we actively assist the arts, sport, and
management and performance as well as
education as well as doing what we can in
community engagement increased. The
emergency situations such as the summer
Chris Anderson – Chief Executive
company is committed to doing more than
bushfires. The breadth of our commitment
SingTel Optus Pty Limited
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Optus aims to be a world leader in managing the
environmental issues raised by the development and
operation of a major telecommunications network.
Optus in the Australian community and environment
Optus is one of Australia’s major
Throughout the planning, designing,
to work together to form a flexible and
communications companies. With SingTel
constructing and operating of the
highly skilled workforce that is focused
as its parent, Optus is part of a significant
telecommunications network, Optus is
on customer service, optimum productivity
telecommunications company in the Asia
mindful of potential environmental issues.
and a rewarding working environment for all
Pacific region. Each day it provides more than
The company’s Environmental Policy,
employees. The agreement is due for renewal
five million customers in Australia with mobile
Environmental Management Systems,
in October 2003.
phone, local and international phone and
reporting and implementation procedures
internet services, business networks, and
aim to minimise all environmental impacts.
satellite and pay television.
This requires Optus people to be creative
Optus employs more than 9000 people
thinkers, to be innovative and to challenge
Environmental performance is important to
throughout Australia. The company aims
the status quo to identify new ideas and
Optus and the company aims to be a world
to provide a work environment that allows
opportunities and to capitalise on the
leader in managing the environmental issues
our people to perform to their full potential,
unexpected. By encouraging people to
raised by the development and operation of
is non-discriminatory and enjoyable.
approach their work in this way means
a major telecommunications network. As in
Optus is committed to offering its people
continually looking for alternative and better
past years, this Environment and Community
choice, growth and flexibility through a range
ways of doing things. Supporting people in
Report outlines Optus’ environmental
of employment offerings to suit their
their professional development is an integral
performance and targets and meets our
individual needs.
part of the ‘Challenger’ environment. In line
commitment to public reporting and
transparency.
03
Optus prides itself on its ‘Challenger’ culture.
with this, a mentoring program has been
An employment partnership agreement
introduced to help our people learn, grow
has been in place since 1997. Under the
and progress in their careers.
agreement, the company and staff committed
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Optus in the Australian community and environment (continued)
During the year Optus conducted a survey of
For the past two years, Optus has been
Since 1992 Optus has invested more than
all staff to ask what the company was doing
recognised as an ‘Employer of Choice for
$7 billion in fixed, mobile and satellite
well and what needed focus. The survey
Women’ by Equal Opportunity for Women
networks and this investment continues.
results indicated that at a company level some
in the Workplace Agency (EOWA), a Federal
The mobile network of approximately 3,500
of the positives included:
Government organisation in the Department
base stations already provides coverage for
of Employment and Workplace Relations.
94 per cent of the Australian population.
> Managers are strongly regarded
This year Optus established a ‘Women in
Another 400 base stations will be built in
> The Optus values are in line with the
Networks Program’ to promote the role of
2003/04 with a priority on improving services
future direction of the company
women in less traditional work areas such
in rural and regional areas.
> Commitment to team performance
as engineering and construction.
> Job satisfaction.
During the past year the number of customers
During the year Optus has used the advantage
on OptusNet Cable (the high-speed broadband
The opportunities for improvement included:
of being owned by SingTel to facilitate transfers
internet service) increased by 69 per cent
> Reward and recognition
of people across the group to improve its
to 100,000 while more than half a million
> Career development
business capabilities and to contribute to
customers use OptusNet dial-up internet
> Learning and development
employees growth and learning.
services. Local telephony customers grew
> Visibility of managers across
the organisation
to over 500,000.
Over the past year Optus’ customers increased
by 13.5 per cent to 4.7 million and revenue
04
Numerous initiatives have been introduced
grew by 20 per cent. Optus is the second
to address the concerns raised and to build
largest provider of mobile phone services in
on company strengths.
Australia with 34 per cent of the market.
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Optus in the Australian community and environment (continued)
The Optus Network
B1
B3
A3
Darwin
C1
Proposed Combined MSC/Tandem Switch
A-Series Satellite
Cairns
APCN/Jasuraus
B-Series Satellites
Katherine
Broome
Townsville
C-Series Satellite
Adels Grove
NT
Port Hedland
Yulara
Leased Trunk Capacity
Alice
Springs
Mt Isa
Rockhampton
Emerald
QLD
Local Fibre Ring in CBD
HFC Network
WA
Mobile Digital (GSM) coverage
Geraldton
Brisbane
SA
Kalgoorlie
SMW 3
Port
Augusta
Perth
Busselton
Bunbury
Albany
Broken
Hill
Dubbo
Newcastle
National Earth Stations
International Earth Stations
Bathurst
Griffith
Switching Systems
Canberra
Sydney
Southern
Cross
Adelaide
VIC
Bega
Melbourne
Launceston
TAS
Hobart
05
Southern
Cross
NSW
Mildura
Port
Lincoln
Pacrim West
Tasman 2
International Fibre Optic Cable
Fibre Optic Cable
SDH Digital Microwave
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Optus is committed to improving the working environment
for its people.
Optus people and values
Optus is committed to improving the working
Workers Compensation Claim Nos. vs Lost Time Frequency Rate (LTFR)
environment for its people. In 2002 a range
25
Health and Safety (OH&S) initiatives were
improving the approach Optus people are
taking towards OH&S issues. There was a
significant drop in Workers Compensation
Claims and the Lost Time Frequency Rate in
health and safety performance for 2002/03.
300
250
20
200
15
150
10
100
5
Total no. of claims
introduced. These initiatives are significantly
LTFR per millions hrs worked
of ‘best practice’ company wide Occupational
50
0
0
1998/99
1999/00
2000/01
2001/02
2002/03
OH&S programs will continue to be developed
to drive this company performance.
06
Total no. of claims
Optus LTFR
Linear (Optus LTFR)
Linear (Total no. of claims)
An OH&S Contractor Management system
strategic plan. These include a health
Training is an important part of the company’s
was uniformly introduced across the company
insurance plan, medical assessments, support
OH&S management systems. Over the past
in 2002. All suppliers of goods and services
and subsidies to participate in Corporate
12 months several new on-line training
to Optus will have their OH&S systems
Games, Winter Games and City to Surf Runs.
programs have been introduced including
reviewed before they are engaged to
Other health and fitness initiatives will be
Laser/Radio Frequency Awareness, Asbestos
ensure compliance with Optus standards.
implemented over 2003 including development
Awareness, OH&S Induction, Office Wellbeing/
Optus offers a number of health and wellbeing
of health intranet site, employee gym
Ergonomics and Contractor Induction. More
programs as part of its OH&S
discounts, health expos and family days.
than 4,000 staff completed on-line OH&S
training over the past year.
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Optus people and values (continued)
The staff survey in 2002 identified the need
Optus has a training program that keeps
for more training and development
its people up-to-date in world wide
opportunities and the need for a consistent
telecommunications, information technology
approach across the company. Optus has
and cable television. It also has a range of
responded to this and now has two induction
business and learning training programs such
training programs for its people. ‘Begin the
as Employee Development, Sales Techniques
Journey’, a web site for new people, was
for Achieving Results, Business Mobile
launched in 2002 and has all the information
Develop2Win, Optus Business Up to Date,
needed during the first months at Optus.
Global Sales Management and Technical
‘Lead the Journey’, a management induction
Training. These are widely available to help
program, was launched in 2003 and gives new
all staff continue to develop and grow in
and existing managers the tools they need to
their roles.
lead their teams.
07
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Optus remains committed to installing, operating and
maintaining a high quality telecommunications network
with minimal impact on the natural and built environment.
Optus Environmental Policy and actions to protect the environment
Optus remains committed to installing,
operating and maintaining a high quality
Energy Use
and Greenhouse
Gas Emissions
Visual
Impacts
Flora and
Fauna
Cultural
Heritage
Waste
Fuel
Storage
B
A
A
A
C
C
telecommunications network with minimal
impact on the natural and built environment.
Inter-city Fibre
Optic Cables
The company’s Corporate Environment Plan
Suburban Cables
B
A
A
A
C
C
was introduced in 1992. It was revised in 1997
Mobile Phone
A
A
B
A
C
C
and again in 2001 after the Environmental
Networks
Management System (EMS) was expanded
Major Technical
A
C
C
C
A
A
to include a training program for operational
Facilities
staff and contractors. In 2001 guidelines for
Corporate Facilities
A
C
C
C
A
B
buying goods that use minimal packaging,
are energy efficient and reduce raw material
A = Key issue
B = Important issue
C = Minor issue
consumption were also included in the EMS.
08
The EMS will continue to be refined as
As a fundamental assessment of the impact
necessary. It has been tested to make sure it
Optus may have on the environment the
complies with telecommunications and other
company has considered the key issues and
relevant environmental legislation. The EMS
the relative importance of them in operational
is available from the Environmental Affairs
management. The table above is a summary
Manager who can be contacted through the
of those issues and was reviewed in 2003.
feedback options at the end of this report.
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Optus Environmental Policy and actions to protect the environment (continued)
Protecting landscape heritage and ecology
The exercise was successful and was also
Assessment of the site was done by the Native
Protecting the environment was an important
strongly supported by the WA Department
Title Claimants of that area.
consideration in the planning work done this
of Conservation and Land Management.
Some underground work was also necessary.
year to upgrade and maintain the intercity
fibre optic cable between Adelaide and Perth.
In another example, the company modified
As the area is known to have Fire Ants all
A big challenge for the project was to protect
its construction program to protect the small-
excess soil had to be removed for appropriate
a small area in an important wilderness
leafed emubush Eremophila parvifolia listed
disposal. The whole project was completed
reserve near the western boundary of the
as rare by the South Australian National
without damage to the surrounding vegetation
Dundas Nature Conservation Reserve in
Parks and Wildlife Act 1972.
or pollution of the river.
The species is only found in the west of South
Minimising visual impact
The site originally identified for a Controlled
Australia and when two plants were identified
Daylesford in rural Victoria has been a
Environmental Vault or CEV (a CEV contains
at the proposed CEV site near Yalata. Optus
challenging area in which to establish a mobile
electronic equipment for the Adelaide to Perth
altered its plans to ensure the plants would
base station. Residents of the historic tourist
fibre optic cable) was within the reserve. The
not be disturbed during construction or future
town were concerned about the visual impact
area is accessible only by several four-wheel
maintenance of the CEV. Ongoing protection
of a base station. A solution was to enclose the
drive tracks. There are no buildings in the
of the plants is included in the site’s
antennas in a fake chimney on top of the roof
reserve except for some ruins associated with
Environmental Management Plan.
of the Daylesford Hotel.
At the Brisbane suburb of Mt Ommaney, Optus
The visual impact of mobile phone base
Optus recognised the importance of avoiding
faced a challenge this year when laying a new
stations is of concern to many in the
construction within the nature reserve and
fibre optic cable across the Brisbane River.
community. Optus has responded to these
sought an alternative. Connecting the new
Due to the difficulties presented by an
concerns and, where possible, now uses a
CEV to the cable effectively involves cutting
underground crossing, a suitable aerial site
variety of techniques and installations that
the cable, so there is potential to disrupt
was found and the cable was co-located on an
are less visually obtrusive than the traditional
services to a large number of national and
existing Energex high voltage electricity cable.
large, headframe.
international customers. In 10 years Optus
Five separate planning approvals were needed
has only once carried out a splicing like this.
and a Cultural Heritage and Environmental
Western Australia.
an old telegraph track.
09
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
There were no breaches of any environmental regulations
during the 2002/03 year.
Environmental audits and compliance
Compliance
of greater focus in future audits. The protocol
An Operational Risk Review is undertaken
There were no breaches of any environmental
for the audits is an appendix to the Optus
for the whole of Optus approximately every
regulations during the 2002/03 year. As for
Environmental Management System that all
18-24 months as this is required by insurers.
specific issues, there were no fuel leaks
contractors are required to implement.
These inspections cover insurance related
risk issues including an assessment of
during the year.
Risk inspections
environmental matters, corporate policies
Audits
Over the 2002/2003 year, there were 35
and procedures as well as physical
During 2002/03, Optus completed 10 audits
inspections to assess environmental risks
inspections of major facilities. In the last
of contractors to investigate compliance
particularly from hazardous chemicals and
review in 2001, Optus achieved the highest
procedures and documentation. The audits
fuel storage at major Optus sites. There is
score in environmental issues (85%) of
included review of corporate documents
very limited storage of hazardous chemicals,
the approximately 60 telecommunications
e.g. EMS, as well as inspection of site
although fuel (mostly diesel) is stored at most
companies around the world involved in this
construction activities. The findings were
major facilities. When tanks are replaced,
insurance program. The next Operational Risk
consistently good in site management.
double skin fibreglass tanks are installed
Review is planned for Optus in October 2003.
to ensure capture of any leak should a breach
However, there were some gaps in
of the inner tank occur. A rigorous six-monthly
development of site contingency plans and
monitoring program of fuel tanks has been
training to deal with environmental emergency
established.
situations. While there were no emergency
events during the year this will be an area
10
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Optus is getting better at implementing the approach
of “Reduce, Reuse, Recycle.”
Reducing resource consumption
Optus remained a member of the NSW
Air conditioning efficiency
The introduction of outside air for free cooling
Sustainable Energy Development Authority’s
Since mid-1996 Optus has been actively
in six major technical facilities has resulted
(SEDA) Smart Business Program and worked
reviewing its use of energy for after hours air
in savings of one chiller per site equalling
with SEDA over the past year to progress
conditioning. By continuing with this program,
in excess of 100 kilowatt hours of energy.
the lighting efficiency program.
Optus has achieved a further reduction in airconditioning running time of 4,857 hours at its
In the New South Wales Gordon call centre,
Electricity
North Sydney offices. Management controls
the building owner upgraded the air
Since signing new contracts in May 2002,
have been put in place to monitor usage and
conditioning control system so it operates
Optus has had a management system in place
review on a periodic basis.
more effectively. The new system has been
allowing an accurate assessment of electricity
11
operating for fewer that 12 months so energy
use and the ability to compile detailed data for
The Victorian East Burwood and Northern
each of Optus’ sites. In the 2002/03 financial
Territory Palmerston satellite facilities’ air
year Optus used approximately 157.5 gigawatt
conditioning control systems were upgraded
Lighting
hours of electricity, down on the previous
to a Building Management System as
A policy is in place that will see lighting
year’s estimated 159 gigawatt hours.
reported last year, although quantification
control switches installed in all meeting
of the energy savings were not available.
rooms when they are upgraded. Last year
This year it is estimated to have provided
lighting control systems were installed
a reduction of energy use in excess of
in the remaining three floors of the North
51 megawatt hours.
Sydney office.
savings are not yet determined.
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Reducing resource consumption (continued)
Fuel
Water
Optus had a fleet of 1,760 vehicles.
Optus leases some of its buildings and
Of these, 64 run diesel and 445 run LPG with
the cost of water is included in the leases.
the remaining 1251 using petrol. LPG is the
Next year Optus will develop management
most inefficient fuel but the relatively lower
systems so water and sewerage volumes
price encourages Optus’ preference to use
can be monitored.
LPG vehicles.
Diesel
Number of vehicles
Distance travelled
Total litres
Km/litre
12
LPG
Petrol
Diesel (other)
Total
64
445
1251
N/A
1760
1,021,900
8,804,750
19,752,900
N/A
28,859,950
151,560
1,718,600
2,418,700
125,300
4,414,200
6.74
4.70
8.17
–
6.73
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Optus continues to support the national industry-based
program for mobile phone and battery recycling.
Recycling and reducing waste
White goods
Paper towels
Office paper
Optus includes environmental considerations
In 2000, Optus bought 20,608 packets
During this reporting year Optus bought more
in its purchase of ‘white goods’ and company
of paper towels for kitchen facilities.
than 289 tonnes of A4 and A3 office paper
wide guidelines are in place for staff reference
This dropped to12,032 packets in 2001.
and recycled 95.96 tonnes although this is
prior to buying. The guidelines have been
Last financial year a further reduction of
known to be an incomplete figure. Action
developed to ensure the environmental
81 per cent was achieved with 2,240 packets
is being taken to ensure accurate recycling
impact during manufacture, use and eventual
purchased. This year kitchens and bathrooms
statistics are recorded in future.
disposal of ‘white goods’ is minimised.
will be consolidated in paper towel usage
so it is expected the figures will increase,
Optus does not use paper with recycled
Plastic cups
however this will provide a much more
content due to quality issues (dust generation
Optus’ use of disposable plastic cups
accurate view of usage.
in machinery) cost and availability. However
increased last financial year with 64,000
the company will ensure paper from recycled
purchased. The reason for this is greater
Toner cartridges
sources is a component of tendering for total
availability in reception areas and in training
This year 3,184 fax, printer and copier toner
paper usage for this year. The company will
locations where dish washing facilities are
cartridges were recycled which is over
continue to monitor quality issues to ensure
not available for glasses. The target next year
82 per cent of the 3,840 purchased. The target
machinery reliability is maintained.
is for a 40 per cent reduction in disposable
for next year is for 85 per cent of the
plastic cups used and a 10 per cent reduction
cartridges to be recycled. A 100 per cent rate
Optus hoped to achieve a 10 per cent
in the use of wooden stirrers by replacing
is not achievable as some toner cartridges
reduction in paper use through programming
these with metal spoons.
are not recyclable.
printers to default to double-sided printing
in all Optus facilities.
13
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Recycling and reducing waste (continued)
Lead acid batteries
Mobile phones and batteries
Diesel fuel spills
More than 63 tonnes of lead acid batteries
Optus continues to support the national
There were no diesel spills or leaks during
the year.
were recycled during 2002/03. These 2,407
industry-based program for mobile phone
batteries were taken back by the supplier
and battery recycling. To date more than
under a purchasing agreement.
180 tonnes of phones, batteries and
accessories have been collected for recycling
from over 1600 collection locations in retail
outlets. This is an industry funded and
managed program that is by far World’s
best practice in mobiles recycling.
14
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Optus is committed to giving back to the community
that supports it.
Working with communities
Optus is committed to giving back to the
launching a range of world leading, interactive
Starlight Children’s Foundation
community that supports it.
visual tools for the Kids Help Line web
Since 1992, the Starlight Foundation with the
counselling service.
support of Optus has brightened the lives of
Bali tragedy
many seriously ill children and their families by
Optus acted quickly to assist the victims
Kids Help Line is Australia’s only free,
granting wishes and providing entertainment
and families of the Bali tragedy by waiving
national counselling service for young people.
in and out of hospitals throughout metropolitan
international call charges for a week.
Kids can call the 24-hour phone line or turn
and regional Australia.
The company also provided mobile handsets
to the internet to chat with a counsellor
and prepaid calling cards to the Darwin
about whatever they want – mental health,
During 11 years of our partnership, Optus
Hospital for victims and their families to use.
relationships, suicide – and the demand
Staff have raised money for Starlight’s wish
The compassion and assistance provided
has been growing.
granting, Starlight Express Rooms, fun centres
during this time was appreciated by those
To help expand the much needed telephone
This year over 300 Optus volunteers and
and web counselling service, Optus with
Optus World Stores helped Starlight raise
Kids Help Line
the help of its customers raised half a
one million dollars on Star Day by selling
In 1999 Optus and Kids Help Line joined
million dollars for Kids Help Line during
merchandise throughout May 2003.
together in a world first to make real time
Child Protection Week 2002. Over the last
online counselling services a reality for
five years (May 1999 – May 2003), Optus
children and young people. Three years on,
has raised over $3 million for Kids Help Line.
we are still working together to develop
These funds have allowed the service to meet
innovative online solutions for young people,
the cost of responding to over 370,000 contacts
directly affected by the bombing.
15
and Starlight Express Outreach programs.
from young people.
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Working with communities (continued)
The Juvenile Diabetes Research Foundation
Cultural and Linguistic Diversity Plan
Disability Action Plan
The Juvenile Diabetes Research Foundation
To complement other activities which
The federal Disability Discrimination Act 1992
offers hope to those living with diabetes.
Optus undertakes to assist it in meeting
provides for the preparation of Disability
‘Walk to Cure’ is an annual event that helps
its obligations under the federal Racial
Action Plans to encourage organisations to
raise money to fund essential research.
Discrimination Act 1975, Optus launched
eliminate, as far as possible, disability
its Cultural and Linguistic Diversity Plan in
discrimination in a planned way. Optus
Last year over 800 Optus volunteers and
July 2002. The Plan focuses on removing
developed its Disability Action Plan (DAP)
their families participated in the walk and
barriers to access to Optus’ goods and
in consultation with disability organisations
associated fundraising activities raising in
services for customers, potential customers
and members of its Consumer Liaison Forum,
excess of $52,000. Optus will be supporting
and staff regardless of their race, colour,
and launched the DAP in December 1999.
the Juvenile Diabetes Research Foundation’s
descent or national or ethnic origin. Further
The DAP aims to remove barriers to access
(JDRF) National ‘Walk to Cure’ again this year
information on the Cultural and Linguistic
for customers, potential customers and staff.
in our role as a National Walk Leader.
Diversity Plan can be obtained via Optus
Several reviews of the DAP and progress
Customer Service, or on the website at
against action items has occurred since
www.optus.com.au/diversity
the DAP was launched. Copies of the
Bushfires
Bushfires are an integral feature of the
DAP and its reviews can be found at
Australian landscape and volunteer fire
www.optus.com.au/disability or can be
fighters who work at Optus are eligible for
obtained from Optus Customer Service.
paid emergency leave when they are absent
from work fighting fires. Over the summer
fire period, Optus acted to help its customers
affected by the fires in Canberra. The company
also provided prepaid mobile phones to
the NSW Rural Fire Service for firefighters
and families and loaned satellite phone
to emergency crews travelling from interstate
to Canberra.
16
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
This year greater attention has been placed on reporting
on the issues stakeholders have said they want to know.
Sharing information
Stakeholder engagement
Key stakeholders include staff, senior
External input came from the Consumer
Previously Optus has prepared its Community
management, investors, regulators, and
Liaison Forum (CLF). This customer group
and Environment reports on its own
most importantly customers. Discussions
embraced the opportunity and it raised
assessment of the issues requiring reporting,
with staff, particularly in Human Resources
a number of issues the group wanted
with guidance from national and international
and Occupational Health and Safety, resulted
addressed. Some issues could not be
frameworks. This year greater attention has
in a substantial shift in the nature of data
addressed because of limitations on
been placed on reporting on the issues
gathering and reporting from previous years.
available data or due to privacy implications
stakeholders have said they want to know
about which is consistent with the company’s
commitment to closer alignment with the
Global Reporting Initiative and other feedback.
This has been challenging and the process
is a journey not an event.
17
particularly in relation to staff issues.
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Sharing information (continued)
Issues raised by the CLF for reporting in the 2003 Optus Community and Environment Report
Issue
Response
Customer access to products and services;
These matters have been addressed under Optus' Disability Action Plan and Cultural and Linguistic
Customer service methods of dealing with
Diversity Plan (see above). The Plans were developed by working groups that included members
hearing impaired customers, including in
of the Consumer Liaison Forum. Please refer to the Plans for additional information.
languages other than English.
Physical access to Optus customer contact
All sites must comply with the Building Code of Australia and local council regulations. This matter
points including disability access to Optus
has been investigated and addressed under Optus' Disability Action Plan. For details, please refer
World stores.
to the Disability Action Plan and its reviews.
How we are working with communities
Revised approach as demonstrated in ‘Working with communities’.
rather than previous reporting on working
in communities.
Optus staff profile and how this compares with
Information was not readily available, but we have set this as one of the targets for reporting in
distribution of the broader Australian community.
our next report.
Visual impact of facilities and equipment should
Some examples are provided in the Section on Optus' Environmental Policy.
be reported on regularly, particularly with
respect to methods of minimising visual impact.
Resource reduction.
Reported in ‘Reducing Resource Consumption’ and ‘Recycling and Reducing Waste’.
Sponsorship questions including our Policy, and
Reported in the ‘Sponsorship’ section.
the actual direction and amount of expenditure.
18
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Sharing information (continued)
Issue
Response
Advertising/Marketing to whole community
One of the objectives of Optus' Disability Action Plan is accessible communications, that look at
including disabled persons.
the accessibility of the information available to customers and other members of the public about
Optus' products and services. The accessibility of information is also a requirement under the
ACIF Customer Information on Prices, Terms and Conditions Code, to which Optus is a signatory.
For further information, please refer to Optus' Disability Action Plan and its reviews.
Privacy processes and extent of use of
Optus has a detailed policy on privacy that is supported by staff training. This will be reported in
customer information.
more detail in the next report.
Consumer involvement in determining
There is no direct involvement, however Optus' whole approach is based on research and
company direction.
investigation of consumer needs. This will be addressed in more detail in the next report.
Examples where Optus has performed
Some examples are described in ‘Working with Communities’
‘Above and Beyond the Call’.
Stakeholder involvement in the Environment and Community Reporting will be improved. Both staff and customers have indicated the need for an
increase in depth and breadth of input. The next steps will involve consolidating initial efforts, widening the breadth of stakeholders and more actively
seeking feedback from a range of sources.
The Consumer Liaison Forum was established in 1995. It has nine members who represent peak national consumer organisations and meets
three times a year. The forum offers a unique opportunity for providing presentations and updates to members about Optus’ activities, services
and products, as well as providing Optus with an opportunity to obtain feedback from peak consumer group representatives about our initiatives.
Since its inception, the CLF has developed into an effective mechanism for Optus to gain a better understanding of key consumer issues. It has
also been a valuable mechanism for consumer representatives, providing them with a direct mechanism for raising issues of concern as well as
providing an opportunity to learn more about Optus products, policies and procedures. The CLF aims to offer a flexible and non-bureaucratic
avenue for Optus and members to explore areas of interest to all Australian consumers.
19
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Targets provide us with a focus for future actions.
Commitments to the community and environmental targets
Issue
2003 target
2003 outcome
2004 target
Officer responsible
Community
Develop some appropriate
Improved reporting, however
Improve community
Manager
and
benchmarks and targets for
meaningful targets for
reporting to develop
Environmental
Environment
community issues.
community issues have
consistent measures.
Affairs and
report
not been determined.
Manager
Corporate Affairs
Benchmark the 2002 report
Report assessed by
against United Nations
Sustainable Investment
Environment Program
Research Institute and placed
sustainability ingredients.
the 2002 Report 16th out
of the Top 50 International
reporters, although this
was 14th of the 14 reports
benchmarked in Australia/
New Zealand. The Optus 2002
report did not focus
on ‘sustainability’ issues
but was a Community and
Environment Report which
reduced the score.
20
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Commitments to the community and environmental targets (continued)
Issue
2003 target
2003 outcome
2004 target
Officer responsible
Community
Consider closer alignment
This report closer reflects
Further alignment with
Manager
and
with Global Reporting
GRI framework.
GRI framework.
Environmental
Environment
Initiative framework.
Affairs and
report
Manager
Increase stakeholder
Improved for this report.
Increased stakeholder
engagement in report
engagement in breadth and
preparation.
depth.
Corporate Affairs
Improved description of the
staff as a reflection of the
broader Australian community.
Occupational
Report on company OH&S
Health and
in 2003 report.
OH&S report included.
Enhance reporting OH&S.
External audit of OH&S
National audit completed
Seeking Level 2 Safety
Management System for
for Customer Field Services
Achievement Business System
at least one division of the
resulting in Advanced Level
(SABS) in South Australia.
company.
Safety MAP accreditation.
Safety
Implementation of the
Review effectiveness of
Contractor Management
implementation of Contractor
System.
Management System.
Implementation of the Optus
21
health and wellbeing program.
Corporate OH&S
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Commitments to the community and environmental targets (continued)
Issue
2003 target
2003 outcome
2004 target
Officer responsible
Environmental
Provide short summary of
Environmental Policy
Summary document to be
Manager
Management
Environmental Policy for display
summary now available at
provided to all sites.
Environmental
System
at all major operational sites.
most major sites.
Seek feedback from
Contractors and staff have
Review content and
stakeholders as to
reported the EMS useful in
implementation of the EMS.
applicability and
guidance, processes and
implementation of the EMS.
identification of responsibilities.
Review audit checklist on
Minor adjustments made
basis of comments from
to the audits checklist.
Affairs
completed audits.
22
Undertake 10 audits of
Ten contractor audits
Undertake 10 audits of
Environmental
contractor projects covering
undertaken. See section
contractor projects covering
planner
EMPs and site activities.
on Environmental Audits.
EMP’s and site activities.
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Commitments to the community and environmental targets (continued)
Issue
2003 target
2003 outcome
2004 target
Officer responsible
Visual/landscape,
Ensure appropriate training
Separate training packages
Develop tracking process
Environmental
ecology and
of contractor staff including
developed for contractors
to ensure contractor training
Planner
heritage
audits.
in wireline and wireless
undertaken.
activities.
Energy use
Improved records of training
Consolidated information
Tracking process to be
attendees.
of attendees.
included in on-line training.
Investigate possible on-line
Process identified and
Environmental Awareness
training systems.
discussions of content
training on-line by end
commenced.
March 2004.
Maintain involvement with
SEDA membership
Review SEDA agreement
Facilities
SEDA and implement
maintained and projects
and future programs.
Managers/
programs eg. triphosphorous
implemented.
Property
lighting and lighting sensors
in meeting rooms.
Seek opportunities for further
Significant increase of solar
use of solar power in remote
power facilities on Adelaide to
locations.
Perth cable as part of a major
capacity upgrade.
23
Corporate
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Commitments to the community and environmental targets (continued)
Issue
2003 target
2003 outcome
2004 target
Officer responsible
Energy use
Review after hours
Review undertaken and
Monitor results of air
Facilities
air-conditioning schedules.
results implemented.
conditioning changes.
Managers/
See section on Reducing
Corporate
Resource consumption.
Property
Review purchasing criteria
Whitegoods purchasing
Assess effectiveness of
for whitegoods with a view to
policy introduced.
whitegoods purchasing policy.
considerations of recyclability
and energy efficiency.
Recycling, waste
Five further waste audits
Five audits complete.
Continue existing audit
Facilities
and resource
to be done.
Identified source separation
program. Staff awareness
Managers
as requiring improvement.
program to be revived.
82% cartridge recycling.
85% toner cartridge recycling.
reduction
Greater than 75 per cent toner
cartridge recycling.
10% reduction in office paper
usage.
10% reduction in paper waste
in high volume print room.
Investigate viability of
increased recycled paper
24
content.
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Commitments to the community and environmental targets (continued)
Issue
2003 target
2003 outcome
Energy use
2004 target
Officer responsible
40% reduction in plastic
Facilities
cup usage.
Managers/
Corporate
10% reduction in wooden
Property
stirrers.
Monitoring water and waste
water volumes.
Chemicals and
Detailed audit to determine
Detailed audit not done
Investigate presence of any
Facilities
fuels
specific type, quantity and
due to national coordination
remaining CFCs with a view to
Managers
location of all CFCs.
difficulties. Partially addressed
replacement or removal.
in the Whitegoods purchasing
policy. Hand held extinguishers
no longer contain CFCs.
Continue to monitor fuel
25
Zero leaks or spills achieved.
Continue to monitor fuel
tanks with a target of zero
tanks with a target of zero
leaks or spills.
leaks or spills.
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Commitments to the community and environmental targets (continued)
Issue
2003 target
2003 outcome
Electromagnetic
Continue to monitor and
Active involvement with
Manager
energy
address safety issues in
individuals and communities
Environmental
an open manner and in
at a number of mobile sites
Affairs, Manager
accordance with community
to openly address concerns.
Community
2004 target
Relations
concerns and advances in
technology.
Monitor international scientific
Continued representation
Review ‘Fact Sheet’ content
and medical developments.
on National and International
on the basis of most recent
Committees involved in
science.
monitoring research.
Provide information to
ACIF deployment processes
Zero non-compliance with
interested parties as part of
implemented and information
ACIF Code.
the broader implementation of
readily available.
the ACIF Deployment code.
Enhance Risk Communication
strategies.
300 sites added to the
National Site Archive
database providing EME
information of our facilities
to the public.
26
Officer responsible
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Optus sponsors a range of arts, community, sporting and
educational organisations to give back to the community.
Sponsorships
Optus sponsors a range of arts, community,
> Optus now supports three Australian
sporting and educational organisations to give
Rules Football Teams. The company
the country’s finest early music orchestra,
back to the community. Sponsorship is an
has sponsored Carlton since 1993 and
has been sponsored by Optus since 1999.
important part of the company’s overall
the West Coast Eagles since 1994 while
marketing and business strategy.
support for the Sydney Swans started
in 2000.
> The Canberra Theatre Centre has had
support from Optus for 10 years.
> The Australian Business Arts Foundation
aims to increase the level of private sector
Sports
Optus sponsors elite athletes to help them
Business
support for the arts. Optus has been
sustain their performance as well as helping
Optus has a number of relationships with a
a councillor company since 2000.
tomorrow’s up-and-coming champions.
number of business interests including the
Specific sponsorships are:
State Library of Victoria, Western Sydney
the Belvoir, Company B theatre company
Awards, the Property Council, the Northern
in Sydney, since 1998.
> Optus Team Tennis Australia which
Territory Expo, the Chair of eCommerce at
is dedicated to developing Australia’s
Curtin University as well as interests in the
representative tennis team as well as
banking and finance industry.
wheelchair athletes.
> Melinda Gainsford-Taylor is one of
> Optus has been a major partner of
> The Queensland Performing Arts Centre
has been supported by Optus since 1998.
> Optus is Foundation Sponsor of one of
the six main galleries in the Queensland
identifying junior talent and supporting
27
> The Australian Brandenburg Orchestra,
Arts
Optus shares the community’s aspiration for a
Australia’s great runners and Optus
diverse and exciting nation and supports a
actively supports her efforts.
wide range of cultural activities and facilities.
University of Technology’s Art Museum.
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Sponsorships (continued)
Community and education
> The Welcome Wall in Sydney is a tribute
Optus uses its technology and people to
to millions of families who have migrated
support community and educational groups.
to Australia. Optus is the major sponsor
The company provides significant support
to the Australian Maritime Museum
to the ‘Kids Help Line’ and the Starlight
Welcome Wall.
Foundation. Other groups supported by
Optus include:
> CSIRO’s Discovery Centre is sponsored
by Optus and provides educational
opportunities for families and school groups.
> Jack Newton Junior Golf Foundation
that introduces young people to golf
and develops their skills.
> A Walk for the Juvenile Diabetes
Research Foundation (JDRF) is an annual
event that helps raise money to fund
research and last year 800 Optus staff
supported this event and raised more
than $52,000. This year Optus has been
nominated as a National Walk Leader.
28
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
It is Optus’ view that electromagnetic energy (EME) from
mobile phone base stations does not have adverse effects
on human health.
Challenge of the electro-magnetic energy debate
Optus recognises some people in the
Since October 2002 all telecommunications
The code also outlines a complaint
community have concerns about the
companies in Australia have had to comply
handling procedure.
possible health effects associated with mobile
with the ACIF Code for Deployment
phone base stations. Optus actively monitors
of Radiocommunications Infrastructure.
medical and scientific research in Australia
program for Radiofrequency Awareness
and overseas into this issue. It is Optus’
The code requires all carriers to notify and
Training for our people and contractors.
view, on the basis of independent national
consult more widely when planning to install
This takes about 45 minutes to complete,
and international expert opinion, that
new mobile phone base stations. The code
and can be started and stopped by the user.
electromagnetic energy (EME) from mobile
aims to:
It is comprised of four modules such as
phone base stations does not have adverse
effects on human health.
Basic Science; Biological Effects; Australian
> Standardise the obligations on carriers
Standards and Optus Safe Work Practices,
by providing a set of guidelines to ensure
which each have a short test at the end.
To help address community concerns about
carriers are made aware of their
At the completion of all modules there is a
EME Optus has worked with The Australian
increased responsibilities.
larger test covering all issues, but focusing
Communications Industry Forum (ACIF) and
> Encourage all participants in the industry
on OH&S aspects of electromagnetic energy.
stakeholders from community groups, unions
to responsibly exercise the powers and
All test scores are automatically recorded and
and local government in conjunction with other
immunities described in current
notified to the users’ manager, so that they
telecommunications laws.
can be sure their staff are aware of appropriate
Australian telecommunications companies to
develop a code of conduct to follow when
planning new mobile phone base stations.
29
Optus has developed an on-line interactive
> Require carriers to notify Councils
management of EME in a practical sense. In
about proposals for installation of
the last year over 480 operational and mobile
radiocommunications infrastructure
network staff have completed the training.
prior to construction.
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
In 2003, Optus’ priority will be to continue to challenge
the way it does business.
Facing the future
In 2003, Optus’ priority will be to continue
Optus is recognised for bringing innovative
Throughout the next year, Optus will focus
to challenge the way it does business to
ideas, technologies and solutions to Australian
on engagement with stakeholders and
ensure it achieves success in partnership with
consumers, business and Government.
improving reporting.
its people, stakeholders and the communities
And always seeks to do so in a manner
in which it operates.
that minimises the impact of these new
To continue to operate at world’s best
technologies on the environment and local
practice, the company has set itself
communities.
aggressive targets for the 2003 Environment
The 2003 Employment Partnership Agreement
and Community Report and is committed
(EPA) will be a key focus for the business as
it seeks to ensure the benefits offered to its
As a leading company, Optus is committed to
people remain best practice.
ensuring people in rural and regional Australia
enjoy the benefits of new communications
technology. In 2003/2004 Optus will increase
its network of GSM base stations, further
extending mobile phone coverage to regional
centres. And, projects like School of the Air
via satellite will continue to be a focus.
30
to the goals and challenges identified.
OPTUS COMMUNITY AND ENVIRONMENT REPORT 2003
Feedback and contacting Optus
For more information, or if you want to discuss
Mail
our Public Community and Environment
PO Box 1
Report 2003, please contact us.
31
Environment Affairs Manager
North Sydney NSW 2059
Phone
02 9342 7800
Email
[email protected]
Web
www.optus.com.au