Sustainability

Taking this one step further, we have recently strengthened and formalised our approach to Sustainability. This has been a journey over the past two years where we have introduced policies and procedures across a range of sustainability elements. Part of this journey has been recognised by The Westpac Group, one of our clients (please refer to Sustainable Supply Chain Management Case Studies in the following link, case study #2: Westpac Sustainable Supply Chain Management Case Studies).

Sustainability at The Customer Experience Company now contains six areas. Recognising our commitment publicly and integrating these processes, policies and procedures into our business operations is our next step on this journey. Below we provide our sustainability overview:

Environment

We are committed to minimising our environmental impact and complying with environmental law.

We have undertaken to establish an Environmental Management System in order to help systematically reduce our impacts on the environment and continuously improve the environmental performance of our company adopting leading practices as they develop and are applicable to our business operations.

Our approach to environmental sustainability also includes:

• A suite of environmental policies which are discussed for understanding during our employee on-boarding processes
• Environmental impact measuring and monitoring
• Environmental impact roles and responsibilities

Ethics

We have a strong commitment to the legal and ethical governance of our business and the ethics with which we conduct our interactions with clients, employees, suppliers and the community.

This element of our sustainability program includes:

• Clear policies on how we conduct business acknowledging appropriate legislation where relevant
• Formal acceptance of these requirements from our employees and management during the on-boarding process
• A complaints management process for our product and service suppliers

Community

We apply our responsibility to communities through conducting pro bono or reduced rates work for not-for-profit organisations. For example, we recently worked with the Crows Nest Centre to produce their strategy for the next 3 years. We also provide a community feedback channel via our website.

Labour

We comply with legislative labour standards and OH&S requirements aimed at supporting and maintaining the professional standards and well- being of our people. This approach benefits our people and our clients as the professional development supports servicing our customers to the highest standard possible, at good value for money.

The labour component of our sustainability program includes:

• Acknowledgement and execution of our Occupational Health and Safety responsibilities relevant to local and national legislation
• Having written policies integrated into our business operations includingthe areas of:
  • Fair pay and working conditions
  • Work life balance
  • An open dialogue with employees regarding their needs
  • Workplace discrimination, harassment, bullying on any grounds
  • Learning and development

Market

Our supply chain approach demonstrates how we contribute to sustainability in this area. We require our suppliers to acknowledge and respond to our ‘supplier principles” and work collaboratively with us towards achieving these standards.

Risk

We maintain a Business Continuity Plan, which includes our response to emergency scenarios. All employees receive a briefing on the BCP as part of our on-boarding process.

Additionally, we conduct a risk assessment for all work we pursue and win.