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Sustainability
Report 2021
1
EBOS Group Limited Sustainability Report 2021
Contents
Introduction
CEO and Chair Message 4
Our ESG Program About EBOS 5
sets out the actions Our ESG Program
ESG Governance
8
12
we will take to ensure Health & Animal Care Partners 14
we consistently and Delivering essential infrastructure for health 15
sustainably deliver on FY21 Highlights: EBOS partnerships for essential care 16
our responsibilities as
Implementing robust systems 17
EBOS partnerships for enhancing resilience 18
a provider of essential Consumers & Patients 20
network infrastructure, Upholding our quality promise 21
products and services. Managing social and environmental impacts of our products 22
Community & Environment 24
Taking action on Climate Change 25
EBOS Energy Road Map 26
Partnerships to restore native forests 27
Reaching out to make a difference 28
Our People 30
Profile of our People in FY21 32
Equal Opportunities, Diversity and Inclusion 33
Worker Health & Safety 34
Measuring our progress 35
Reconciliation Action Plan 37
Responsible Business 38
Business Ethics and our policies 39
Risk Management Framework 40
Supply Chain Management 41
About this report 42
ESG Data summary 44
GRI Content Index 2021 46
3
2 3
EBOS Group Limited Sustainability Report 2021
Introduction
CEO and Chair Message About EBOS
Every day, communities across New Zealand and Australia
benefit from the work we do.
It is with great pleasure that across New Zealand and Australia.
we present EBOS’ inaugural However, the strength of EBOS goes EBOS is the largest and most diversified Our businesses and functions operate from
Sustainability Report. beyond the black-and-white of our Australasian marketer, wholesaler and 63* locations across New Zealand and
financial statements and we have distributor of healthcare, medical and Australia with a value chain encompassing
As a leading healthcare and animal pharmaceutical products. We are also a manufacturing, manufacturer services,
set out a range of ESG criteria to
care company in New Zealand leading marketer and distributor of recognised wholesale, distribution and direct marketing to
help us assess our performance in
John Cullity and Australia, we recognise our consumer products and animal care brands. consumers.
these critical areas.
Chief Executive responsibility to lead by example.
Officer We are relied upon to deliver Lessons from the pandemic
for our customers, stakeholders The challenges of the last 18 months
and communities across New have brought out the very best
Zealand and Australia, every day. of our business and our people.
FY21 Highlights
3,700+
In these times of uncertainty and
$9.2b 11,650
Our Environmental, Social and
Governance (ESG) Program sets adversity, EBOS is fortunate to be
out our priorities and actions to a company of scale and financial
ensure that we will consistently strength, operating in markets where
and sustainably uphold our the majority of our products and revenue shareholders employees
$188.2m 63* 72%
Elizabeth responsibilities as a provider of services are non-discretionary in
Coutts essential network infrastructure, nature.
products and services.
Chair Our key focus during this time
Our ESG Program serves as has been on maintaining the high locations in New Australian
a framework for responsible standards of service that we pride
underlying NPAT Zealand and Australia employees
organisational practices that will ourselves on. We have also been
114.9c 28%
ensure EBOS maintains its social committed to ensuring the safety
license to operate. Many of the and wellbeing of our people by
initiatives we will undertake as part enacting strict health measures
of our ESG Program build upon the across the business. We thank all underlying earnings New Zealand
Our key focus work we have done over many years
through our established corporate
of our people for their continued
flexibility and commitment to
per share employees
during this time social responsibility program,
ECHO (Environment, Community,
adhering to these protocols that
are designed to keep them, their
*Includes all offices and warehouses in New Zealand and Australia.
has been on Helping Others). The intention of
our ESG Program is, therefore, to
families and the community safe.
maintaining the formalise this activity in a way
that is measurable and can be
Our vision for the future
Threats to the health and wellbeing Our business
high standards accurately reported on. Importantly,
we also seek to highlight areas
of the communities we serve
across New Zealand and Australia
80% Australia
of service where we can continue to improve,
thereby enabling more structured
are multifaceted and becoming
increasingly complex. In recent 20% New Zealand
that we pride governance, evaluation and
disclosure as part of our approach
years, we have faced a measles
epidemic and the global COVID-19
Animal
Care
14%
ourselves on. to responsible corporate leadership.
Core values and value creation
pandemic as well floods and
bushfires associated with increasing Healthcare
51% Pharmacy
26% Institutional Healthcare
risks from ongoing climate change. 86% 9% Contract Logistics
Running a successful healthcare 14% Animal Care
In responding to these challenges,
and animal care business requires
we acknowledge that some are
a sense of community responsibility
within our sphere of influence, while
and a commitment to ethical and
others require coordinated efforts.
sustainable business practices that
Importantly, our belief that life matters
ensure we continue to uphold the
drives our commitment to doing our
expectations of our stakeholders
part to address the key social and
and the wider community. Segment and divisional splits are based on gross operating revenue, which comprises revenue less cost of sales
environmental issues of our time
In recent years, we have achieved (including any adjustments to inventory). Geographical split is based on revenue.
through policies and initiatives under
significant growth as a business
the five pillars of our ESG Program as
that has seen EBOS adopt market
outlined in this report.
leading positions in the provision
4 of healthcare and animal care Thank you for your ongoing support. 5
EBOS Group Limited Sustainability Report 2021
Introduction
Healthcare Animal Care
Community Pharmacy Institutional Healthcare Contract Logistics Animal Care
6 7
EBOS Group Limited Sustainability Report 2021
Introduction
Our ESG Program
During our materiality assessment, we considered We also referenced GRI sector guidance for Healthcare
SASB standards specific to the following sectors: Providers and Services and Healthcare Technology.
Biotech & Pharma, Drug Retailers, Health Care
Delivery, Health Care Distributors, Managed Care,
Medical Equipment & Supplies as well as Household
Our ESG Program builds on & Personal Products and Multiline/ Speciality Retailers
the findings of a materiality EBOS Key Stakeholder Groups
& Distributors.
assessment that we conducted
in 2020 to understand and
prioritise the issues that Board and
Executive Healthcare
3 Good Health 13 Climate 8 Decent Work and
Employees Animal Care
matter most to the people who Leadership customers customers
and Wellbeing Action Economic Growth
Team
are impacted by our business. Target Fighting communicable Target Strengthening Target Decent work with equal pay
3.3 diseases 13.1 resilience to climate 8.5
When developing our ESG Program, related disasters
we reflected on the views of EBOS’ key
stakeholder groups as well as the Target Reducing mortality from Target Building knowledge Target Ending Modern Slavery
performance of industry peers, trends in Non-profit Government 3.4 non-communicable 13.3 and capacity to meet 8.7
Suppliers Investors
ESG reporting and leading international partners & regulators diseases climate change
frameworks.
Target Achieving universal Target Implementing the UN Target Promoting safe work
In designing and carrying out our 3.8 health coverage 13 A Framework Convention 8.8 environments
materiality assessment, we referenced on Climate Change
AccountAbility’s AA1000SES standard
for creating and conducting inclusive
stakeholder engagement practices.
To ensure that we considered the full Supporting Global Goals customer relationships are often with other businesses,
range of significant ESG issues for EBOS’ professionals, governments and government bodies,
EBOS supports the United Nations Sustainable
business, we referenced relevant industry Plan Development Agenda—a collection of 17 interlinked
but we never lose sight of our ultimate connection with
standards and reporting frameworks. consumers, patients, pets and their owners.
global goals that create a blueprint to achieve a better
The Sustainability Accounting and more sustainable future for all. Our ESG Program • Social and environmental role
Standards Board (SASB) and Global links directly to three specific goals (and related targets)
Pillar 3 of our ESG Program, Community & Environment,
Reporting Initiative (GRI) are two leading Prepare - Good Health and Wellbeing, Climate Action and
Decent Work and Economic Growth. This is where we
addresses broader sustainability challenges facing our
organisations in this space. Their
communities.
standard-setting processes build on years feel we can make the most significant contribution in
of research and extensive market input. our communities. Reaching out to help out is an integral part of our
corporate culture across the Group. We aspire to
Act, The result
contribute positively towards resolving complex
Review & Through our ESG Program, EBOS embraces the full
range of responsibilities that come with our role
problems such as responding to climate change and
helping to create a fairer, healthier and more equal
Improve as a provider of essential health and animal care society.
products and services. The program comprises five
• Firm foundations
pillars encompassing 20 material ESG topics that are
significant for the sustainability of our business and/or Pillars 4 and 5 of our ESG Program, Our People and
the interests of our stakeholders. Responsible Business, recognise that corporate
Implement • Core business offering
sustainability stems from solid foundations embedded
in our corporate culture.
Pillars 1 and 2 of our ESG Program, Health & Animal Care
EBOS is a large and growing organisation unified
Partners and Consumers & Patients, focus on impacts of
by core values. Our engaged, diverse and talented
the Group’s daily business operations.
workforce is committed to upholding ethical behaviour
We support our customers to achieve better health and responsible practices in all areas of our business.
outcomes by ensuring the availability and reliability
of medicines and other essential products and
services, especially during times of crisis. Our direct
8 9
EBOS Group Limited Sustainability Report 2021
Introduction
As a market leading healthcare and animal care company, we know that our
stakeholders and the communities we serve rely on us.
Our ESG Program sets out the actions we will take to ensure we consistently and
sustainably deliver on our responsibilities as a provider of essential network
infrastructure, products and services.
Health & Animal Consumers Community
Care Partners & Patients & Environment
Delivering essential infrastructure Managing the impacts of our Environmental Resilience
for human and animal health products • Carbon offsetting
• Community service role • Waste and packaging • Minimising our impact
• Nurturing customer and • Responsible procurement
Reaching out to help out
government relationships
Upholding our Quality Promise • Supporting causes close to us
Implementing robust systems • Quality Management System •A dvancing equity, fairness and
• Business continuity management • Compliance opportunity in society
• Data and technology security/
privacy
Our People Responsible Business
• Employee safety, health and wellbeing • Legal compliance
• Culture and engagement • Reporting with integrity
• Talent and capability • Ethical behaviour
• Performance and reward • Corporate governance
– recognition
Health & Animal Consumers Community
Our People Responsible Business
Care Partners & Patients & Environment
Enabling the delivery of Caring for the Supporting the Building an engaged, Ensuring ethical and
world class healthcare consumers of our communities we diverse and talented responsible behaviour
and animal care to products and services serve and facing the workforce with a focus and practices
communities across by conducting our challenges of creating on health, safety and throughout our
New Zealand and business in a socially a fairer, more equitable wellbeing is the key to business.
Australia. responsible manner. and sustainable our success.
We ensure that
society.
Through investing In designing and We foster a culture of responsible
in our business, we developing our We empower our safety and wellbeing business practices
have the critical products, we take people to make a and support our are implemented
infrastructure and into account their difference and improve employees to lead throughout the
robust quality real impact through the lives of people, healthy, balanced lives. organisation, and will
management systems the value chain; this animals and the continue to build trust
We attract and build
that support means sourcing environment. with our stakeholders
a diverse and talented
professionals and materials from ethical by ‘doing the right
This means supporting workforce, investing in
government in the and responsible thing’.
causes close to their development to
delivery of reliable and suppliers, reducing
us and being an provide them with the We recognise the
efficient healthcare waste and finding
active participant in skills and capabilities importance of legal
and animal care. practical packaging
charitable and social to deliver. compliance, ethical
solutions that minimise
Ensuring we continue endeavours that make trading of products
our impact on the We recognise and
to support our our communities and services, and
environment. reward performance
partners to care for stronger. upholding good
in a fair and equitable
patients, consumers Whether we are corporate governance
Our commitment way, encouraging
and pets in pharmacy, providing a product or practices, including
extends to the our people to strive
hospital, primary and service, we do so with transparent corporate
environment and for excellence in
aged care, veterinary our consumers top reporting.
ensuring we develop everything they do.
services, retail and of mind. Trust is built
and encourage
other settings. through the decisions
sustainable business
and choices we make
practices.
every day.
10 Malpa Young Doctors Program 11
EBOS Group Limited Sustainability Report 2021
Introduction
ESG Governance
The mandate for delivery on our ESG Program comes from the very top.
The ESG Steering Committee was established in 2020 and is comprised of senior executives to ensure close
alignment of our ESG goals and initiatives with our overall corporate strategy. The Committee is responsible for
establishing our ESG strategy, benchmarking and evaluating our performance, and responding to emerging risks
and opportunities. Updates are provided to the Board at each Board meeting.
Highest governance body Board
Chief Executive Officer oversight Chief Executive Officer
Management oversight ESG Steering Committee
Strategic
Human Group
Operations &
Resources Legal
Innovation
Corporate Investor
Affairs Relations
12 Healthcare Logistics, Auckland NZ. 13
EBOS Group Limited Sustainability Report 2021
Health & Animal Care Partners
Health & Animal
Care Partners
In this chapter of the report, we
address the following ESG topics
that are material to our business
The scale of our essential
infrastructure is such that EBOS
plays an integral role in maintaining
72,713*
and considered to be of high the stable supply of medicines Customers
significance for stakeholders throughout New Zealand and
110,299*
representing our key business Australia. For example, our Retail
partners: Pharmacy division services 4,800+
community pharmacy customers,
• Delivering essential infrastructure
for health
including 465 TerryWhite Chemmart
pharmacies.
Product lines
• Implementing robust systems
8,916,285 *
At the same time, EBOS’ Animal
Delivering essential Care segment supplies 5,000+ pet
infrastructure for health retailers, veterinary clinics and other
animal care partners throughout
EBOS is responsible for building and New Zealand and Australia. Orders
maintaining physical infrastructure
and business networks that are Community Service Obligation
critical for the timely and reliable The Australian Government
delivery of health and animal care recognises the vital role performed
across New Zealand and Australia. by community pharmacies and
The ‘essential infrastructure’, to Community Service Obligation
which we refer in this context, (CSO) wholesalers in ensuring that
is underpinned by our business Australians enjoy equitable access
network and supported by robust to the full range of Pharmaceutical
organisational structures that Benefits Scheme (PBS) medicines.
connect thousands of professionals
As a CSO wholesaler, EBOS’
and government partners with the
Symbion business upholds specified
EBOS enables reliable and efficient healthcare and products and services they need.
These relationships are sustained
performance standards for the
animal care across New Zealand and Australia. and supported by our physical
timeliness, accuracy and reliability
of medicine supply. Performance
infrastructure network comprising
against these standards is subject
supply chain, manufacturing and
We support our professional and logistics capabilities.
to regular and ad hoc audits in
every state and territory.
*FY21
government partners to care for patients,
consumers and pets through a multitude
of access points, including pharmacies,
hospitals and primary and aged care
facilities as well as veterinary clinics and
retail stores.
14 15
EBOS Group Limited Sustainability Report 2021
Health & Animal Care Partners
National Immunisation Program
TerryWhite Chemmart Masterclass
Another example of our role in creating and sustaining
essential infrastructure for health is the National
Immunisation Program (NIP), which is an Australian
government funded initiative aimed at reducing
preventable diseases by increasing immunisation coverage
across Australia. Over the past seven years, EBOS has
provided storage and distribution services for close to four
million doses of government funded vaccines per year in
the state of Victoria. We provide a next day delivery service
Responding to medicine supply shortages as they arise In March 2020, our Australian wholesaling business
across the entire state for up to 80% of our deliveries
Symbion, along with other members of the National
utilising refrigerated transport, therefore minimising the Symbion has participated in the Therapeutic Goods
Pharmaceutical Services Association (NPSA),
usage of cold chain packaging while ensuring the integrity Administration’s Medicines Shortages Working Party
distributed more than 70 million PBS medicines.
of the products. since the emergence of COVID-19 in Australia to
This represented an increase of 70% compared with
carefully monitor the supply of critical medicines.
EBOS is proud to support the annual influenza vaccination the same period in the previous year. In New Zealand,
We have played a key role in providing real time data
initiative coordinated by the Immunisation Coalition of order volumes at Onelink increased significantly. This
about the availability of products facing potential
Australia, an independent not-for-profit organisation placed enormous pressure on our teams, with some
shortages in order to facilitate proactive decision-
that fights vaccine hesitancy with evidence-based sites operating around the clock to continue to meet the
making.
information. In addition to our NIP services, our Healthcare needs of our customers.
segment delivers vaccines to more than 5,600 delivery EBOS’ Symbion Hospital Services business has procured
To cope with this unprecedented surge in demand,
points throughout Australia, including 3,200 community and maintained medical supplies on behalf of the
EBOS implemented business continuity plans and
pharmacies. majority of Australian states and territories as well
provided daily guidance for our customers. The ability of
as private hospital providers. Moving forwards, we
FY21 Highlights: EBOS partnerships for our systems to withstand the challenges of this period is
will continue to evaluate our role in ensuring fair and
a testament to both the outstanding commitment of our
essential care equitable access to all healthcare essentials for all
people and the long-term investments we have made
During FY21, Onelink New Zealand supplied in excess of Australians.
in capital works projects to achieve increased capacity
35,000 items of personal protective equipment (PPE) Setting the benchmark for pharmacist education and productivity across our business.
to more than 500 delivery points across the country.
TWC is a recognised market leader for pharmacist Business continuity and risk management
During the height of the pandemic, Onelink New Zealand
education. Their signature annual training program,
was supplying more than 25,000 COVID-19 testing swabs Business continuity plans and disaster recovery
known as Masterclass, is now in its seventh year. This
per day. In support of the COVID-19 vaccine roll-out, procedures form part of our Healthcare segment’s
event, which consistently attracts industry leading health
Onelink New Zealand is now also distributing clinical approach to risk management. These have been
professionals from across the globe, is supported by a
supplies to vaccination centres in the Northern Region. prepared in line with relevant standards: AS/ NZS
range of education and supplier partners, and aims to
5050:2010 Business continuity and AS/NZS ISO
TerryWhite Chemmart (TWC) has a pioneering approach empower its network of pharmacists with information and
31000:2009 Risk management and in accordance
to empowering pharmacists to build stronger connections skills to become even better healthcare professionals.
with the core principle of proactive identification and
with local communities through integrated education.
Since its inception, over 3,000 pharmacists have mitigation of disruptive events.
This includes promoting increased access to the full range
attended the Masterclass program and in 2021, over
of immunisations that are administered by pharmacists, Symbion’s Business Continuity Plan identifies the
800 pharmacists will participate in a free virtual
helping to drive vaccine uptake in the community. roles and responsibilities of key personnel at state
event. This is the first year that the program has been
and national levels and is overseen by the Healthcare
Partnership for National COVID-19 response in delivered virtually in order to increase accessibility and
Executive Management team in order to implement
New Zealand facilitate social distancing.
comprehensive response actions for temporary loss of
From the start of the global pandemic, EBOS’ Healthcare Masterclass not only drives professional development site events and pandemic effects.
segment has worked in close partnership with the Ministry but is often used as the launch vehicle for significant
of Health (MoH) at the forefront of New Zealand’s national At our distribution centres, we conduct comprehensive
campaign events and health initiatives, propelling
COVID-19 response. We have facilitated centralised storage site assessments to evaluate operational risks
strengthened consumer offers across the network of
and distribution of PPE on behalf of the MoH, helping associated with fire, flood and other natural hazards,
465 TerryWhite Chemmart pharmacies.
to ensure the safety of frontline workers in a variety of disruption to transport and utilities services, impact of
settings, including general practitioner clinics, pharmacies, In addition to the annual Masterclass event, TWC industrial action, and potential physical or information
community COVID-19 testing stations and managed hosts two state-based forums per year to ensure security breaches, among other operational risks.
isolation and quarantine facilities. that pharmacists within the network have access to The purpose of these assessments is to ensure that
information about the latest clinical developments. appropriate mitigation measures have been put in
Under the national COVID-19 vaccination plan, everyone Other professional development opportunities, such as place, including adequate insurance cover.
in New Zealand aged 16 and over is eligible to receive free the Dispensary Excellence Program and various online
COVID-19 vaccinations. To ensure safe handling of the Resilient by design
modules, are available throughout the year via the TWC
vaccine from Pfizer/BioNTech—New Zealand’s primary iLearn platform. We undertake extensive preparatory and precautionary
COVID-19 vaccine provider—EBOS has implemented measures to enhance the resilience of our sites and
ultra-low temperature cold chain storage between -60 Implementing robust systems operations. Beyond compliance with relevant building
and -90 degrees Celsius. Under instruction from the MoH, In early 2020, the onset of COVID-19 prompted codes and specifications, we also strive to improve the
our teams receive and repack in appropriate quantities consumers in New Zealand and Australia to stockpile lifetime performance of our facilities by selecting and
for delivery to hospitals, vaccination centres, aged care pharmaceuticals and other healthcare products at procuring responsibly sourced construction materials
centres, quarantine hotels and anywhere else they are levels never before encountered. and furnishings.
required.
16 17
EBOS Group Limited Sustainability Report 2021
Health & Animal Care Partners
SES volunteers delivering Symbion medical and
healthcare products during the March 2021 floods.
At Symbion’s distribution centre in New South Wales, and well-served with vital healthcare and animal care
acoustic panels are made from post-consumer supplies. We have consistently demonstrated our
recycled content that is 100% recyclable, and specially capacity to overcome significant logistical challenges
selected carpet tiles with a moisture mitigation system with minimal disruption to our services thanks to
helps to reduce wear and tear. the efforts of our employees, who are well-equipped
and highly experienced in dealing with crises.
Information management systems
We are continually learning valuable lessons from
EBOS is committed to exploring and advancing the our experiences in emergency-response situations,
potential of big data and health information technology including earthquakes, bushfires and floods.
to help our partners achieve better health outcomes
while respecting the rights of customers, consumers and In March 2021, extreme rainfall led to widespread
patients to privacy and personal data protection. flooding in New South Wales and Queensland causing
many families to lose their homes, businesses and
EBOS respects the privacy of every individual and livestock or pets. Our Healthcare segment sprang to
is committed to protecting the confidentiality, action, working closely with emergency services to
integrity and availability of personal data it collects in co-ordinate deliveries by boat into communities that
accordance with the principles set out in our Security were no longer accessible by road.
Policy, IT Security Management Policy and related
guidelines or procedures that are managed by the No pet should suffer
Chief Information Officer and her team. At Aristopet, we believe that no pet should suffer.
However, more than half of Australian dog and cat
As part of our approach to risk management, a
owners do not regularly treat their animals for common
defence-in-depth approach is deployed to ensure
parasites, with the most common reason being the
that there are various mitigation measures across
high cost of treatment products.
multiple layers to protect against IT system failure and
malicious attacks. These include (but are not limited Our purpose is to help Australian pet owners ‘do what’s
to) industry-leading intrusion detection and prevention right’ by their animals by providing cost effective, Symbion and TWC drone delivery service
systems, managed perimeter security across email and self-managed treatments at everyday low prices with
network communications, network firewalls including the aim of reducing the overall cost of caring for pets.
VPNs and advanced user and entity behaviour Compared with another leading parasiticide protection Improving our reach into remote areas With the capacity to service customers within a 130km
analytics. In FY21, we were not aware of any breaches brand, our product is 20% better value, while still radius of home base, and the ability to withstand
of customer privacy and/or identified leaks, thefts, or containing the same active ingredient. In February 2021, Symbion and TWC announced a new
partnership with Swoop Aero, a Melbourne-based extremes in weather, including 50kmp/h winds and
losses of customer data. heavy rain, we anticipate this new technology will prove
As an increasing number of consumers choose company, to trial regional Australia’s first medical
EBOS partnerships for enhancing resilience Aristopet products to care for their animals thanks to drone delivery service based out of Goondiwindi on the invaluable for responding to emergency situations
our approach of delivering lower cost products with Queensland and New South Wales border. when there is limited access to remote areas, such as
Responding to crisis
proven efficacy, the brand achieved 77% growth in during seasonal floods.
In times of crisis, EBOS plays a vital community service sales during the 2021 financial year when compared
role by helping keep affected communities connected with the year prior.
18 19EBOS Group Limited Sustainability Report 2021
Consumers & Patients
Consumers
& Patients
In this chapter of the report, we address the following Exceptional service and consumer loyalty
ESG topics that are material to our business and of Despite the disruption caused by COVID-19 to
high importance for stakeholder groups who represent international supply chains and local market
‘end users’ or ‘ultimate beneficiaries’ of our products operations, EBOS has never lost sight of our
and services: commitment to maintaining exceptional service
• Upholding our quality promise standards. Looking ahead, we are confident that we
will continue to uphold our contractual obligations and
• Managing the impacts of our products
meet and exceed the expectations of consumers in
Upholding our quality promise this regard.
EBOS touches the lives of millions of consumers During 2022, we plan to introduce a Net Promoter
and patients in New Zealand and Australia every Score within our Retail Pharmacy division to monitor
day through the direct and indirect marketing of overall satisfaction with EBOS’ products and services
healthcare and animal care products. In all areas of as well as consumer loyalty to our brands.
our business, it is imperative that we provide products
of the highest quality that are safe for consumers Transparency and accountability
and the environment, without exception. This is our HPS and its network of Approved Pharmacies is one
quality promise. Across our various business units, we of Australia’s most established providers of pharmacy
have attained certifications for quality management services to private hospitals, cancer centres and
systems in accordance with standards established correctional facilities. We work closely with these
by the International Standards Organisation (ISO), customers—our valued business partners—to ensure
including for the sale, warehousing and distribution of compliance with health and safety protocols for
medical supplies as well as manufacturing of consumer medication management.
products. This certification process helps ensure our
teams maintain a strong customer focus and sustain
their motivation for achieving continuous improvement.
At EBOS, we strive to build and maintain trust in our brands Our Healthcare segment in Australia fulfils the
by making and advocating responsible business choices. requirements of the CSO Funding Pool Operational
Guidelines, the Australian Code of Good Wholesaling
Practice for Medicines (Schedules 2, 3, 4 and 8) and
Consumers and patients in New Zealand and International Quality Management Standard: ISO 9001.
Australia increasingly have the expectation that the
healthcare and animal care products and services Elements of our management approach to quality
Compliance Security
they consume demonstrate values consistent with
Compliance with applicable laws and Supply chain safety and security protocols
their own. We use the term ‘product integrity’ to regulations concerning product quality
in New Zealand and Australia.
focussed on protecting the integrity of our
products and their packaging.
refer to the ability of our products to meet and
exceed consumer expectations by focusing on the Preventative Action Traceability Logistics Recall
fundamentals of good quality, social responsibility, Supplier qualification
for vendors to mitigate
Tracking our products at
every stage of the journey
Maintaining quality,
safety and temperature
Clear and actionable
standard operating
and environmental protection throughout the the risk of counterfeit
products.
through our wholesale
and distribution network.
control in accordance
with manufacturer
procedures for
implementing product
product lifecycle; from design to disposal and all the specifications. recalls, when applicable.
steps in between.
20 21EBOS Group Limited Sustainability Report 2021
Consumers & Patients
Good for people, pets and the environment document and evaluate clinical activities in real-time We also support similar initiatives under development in
An important part of our management approach at the point of delivery. This improves accuracy and New Zealand.
to ensuring that products designed, developed and efficiency, thereby reducing the likelihood of error and
To the extent that we are able, EBOS is working on
manufactured by EBOS are good for people, pets and increasing the amount of time that clinical pharmacists
redesigning packaging for our branded products in
the environment, is working with our suppliers to ensure have available to engage directly with patients and their
order to consume less materials and switch to materials
they contain only the very best ethically and sustainably caregivers.
that are commonly recyclable. For products that we
sourced ingredients. ClinPod® facilitates timely communication of store and transport (but do not design or manufacture),
All Black Hawk® products are proudly manufactured with medication-related issues between patients, we are also looking at how we can help reduce business-
ingredients sourced in Australia. Every product we make pharmacists, and other medical professionals. to-business packaging waste and ensure as much as
has been carefully crafted to ensure that pets get all the Electronic medication discharge reports create total possible ends up in the hands of recyclers.
nutrition they need. At Black Hawk®, Every Ingredient service oversight and transparency that is vitally
Masterpet is a signatory to the APCO and recently
Matters®. Our primary objective is to improve the health, important for ensuring patients experience a smooth
published its third Annual Report Responses under
happiness and longevity of pets by supporting their owners transition from care in a hospital setting to their local
that scheme
to provide them with good nutrition. community pharmacy.
Within EBOS, Masterpet and its subsidiaries Aristopet,
Red Seal® is our health and wellbeing consumer brand, HPS medication management services in correctional Botany Bay Export and Lyppard are taking the
committed to making good health accessible and centres lead on developing and implementing a packaging
affordable to everyone by delivering natural alternatives HPS has pioneered the delivery and management of sustainability strategy referencing the APCO
across a variety of product categories. We are working with pharmacy services in correctional facilities since 1985 Sustainable Packaging Guidelines.
leading international certification program, UTZ, to ensure and its network of Approved Pharmacies currently
Our goal is to achieve 100% recyclable packaging for
that ingredients used in Red Seal products are sourced in a provide services to more than 12,000 prisoners each
Masterpet products by 2025, including total elimination
sustainable and ethical manner. Our target is to have 90% week. Building on its long experience and deep
of non-recyclable plastics and complex combinations
of Red Seal® teas UTZ-certified by 2024. understanding of the specific health needs and security
of packaging materials. We plan to achieve these
challenges associated with providing healthcare to
Managing social and environmental impacts of our secure populations, HPS has created a unique set of
objectives without compromising the safety and
products integrity of our finished products, which must remain
tools for its Approved Pharmacies designed to help
fresh and healthy on the shelf for 18 – 24 months.
EBOS strives to meet and exceed consumer expectations improve health outcomes for prisoners.
for product quality, social responsibility, and environmental In FY22, we will commence operations at our own pet
MACI® (Medication Administration Client Interface) is
protection throughout the product lifecycle—from design food manufacturing site in Australia, which provides us
a fully integrated medication management platform
and development, to consumption and disposal, and all the with greater control over the design of our packaging.
that allows each correctional facility to control its own
steps in between. To date, we have engaged with our suppliers to gather
formulary and supervised medication list. The system
information about the material structure, recyclable
Mitigating misadventures through medication management prepares and packs medicines into ‘unsupervised’ and
content and volume of packaging used in all products.
We recognise our responsibility to mitigate potential harm ‘supervised’ streams. For prescriptions involving low-risk
We have also implemented waste recovery for business-
for consumers and patients associated with ‘medicine medication, prisoners are supported to improve their
to-business packaging in our distribution centres.
misadventures.’ This broad term refers to any iatrogenic health literacy and take responsibility for managing
hazard or incident arising from misuse of medications as their own health. Conversely, pharmacists perform
a result of non-compliance, inappropriate prescription clinical checks prior to dispensing high-risk medication Masterpet progress on packaging
or substance abuse. To help mitigate the risk that our for administration to patients under supervision.
57
products will be misused in this way, EBOS is pioneering the Shared responsibility and circular economy
development of education programs and new technologies product categories for which a reduction
for enhancing medication management in various settings. EBOS recognises the urgent need for systemic change in total material weight has been achieved
in the way that product packaging is created, collected
Software solutions: HPS ClinPod® mobile clinical pharmacy and recovered. We support the vision of the Australian
application
57
Packaging Covenant Organisation (APCO), which is
product categories for which we disclose
The proprietary ClinPod® system is a mobile clinical tasked with leading the way towards developing a
circular economy for packaging, including coordinating recycled or renewable content
pharmacy application designed and developed by HPS
for its network of Approved Pharmacies to coordinate, public and private sector shared responsibility for
achieving Australia’s 2025 National Packaging Targets.
Packaging materials consumed (FY21)
TerryWhite Chemmart snapshot
More than 114 tonnes of paper;
70% recycled content
2 million+ half a
465 customers visit a million 120 tonnes of cardboard;
84% recycled content
community TWC pharmacy
pharmacies flu vaccines
every month
administered
in 2020 214 tonnes of Low-Density Polyethylene;
32% recycled content
22 23EBOS Group Limited Sustainability Report 2021
Community & Environment
Community
& Environment
Taking action on Climate Working to enhance climate resilience through direct and indirect action
Change
EBOS recognises climate change Impacts we control and manage Impacts we can influence and help
as one of the greatest sustainability directly within our operations to mitigate in partnership with
challenges. In our own operations local communities
and in our relationships with all
stakeholders, we are committed to • Pathways to eliminate or offset • Offsetting greenhouse gas
promoting climate resilience, which greenhouse gas emissions from use emissions from fuel used for
means enhancing our collective of electricity, gas and water within transportation in our distribution
ability to anticipate, prepare for our sites: network
and respond to threats from the > Improving energy efficiency > Our long-term partnership with
changing climate. Greenfleet aims to ‘sink’ excess
> Switching to renewable energy
In accordance with carbon into regenerated natural
sources
recommendations from the forests
Taskforce on Climate-related Risk • Enhancing operational resilience
• Our community service role helps
Disclosure (TCFD), we understand to physical risks such as rising
to ensure communities affected by
that climate related threats and temperatures, flooding and
extreme weather events continue
opportunities for our business may bushfires through our risk
to receive vital medical supplies
be ‘physical’—as a result of specific management framework and
and services.
events or climate patterns—as well Business Continuity Plans.
as ‘transitional’—because moving
to a lower-carbon economy will
Healthy communities are central to everything entail policy, legal, technological and
market changes.
Measuring our progress
we do at EBOS. We cannot manage what we do not measure. That is why it is so important
that we have engaged an independent third party to assist us in
Moving towards Carbon Neutrality
implementing a robust and comprehensive monitoring platform for energy
Carbon neutrality refers to the net
We strive to make a difference by improving balance of greenhouse gases that
and emissions in line with industry best practices. To improve visibility over
electricity use, we have consolidated utility metering at all of our large sites
are produced and removed from
the lives of people and animals and the atmosphere. In 2015, 187 nations
in Australia* with a single service provider.
FY21 is the first year for which the Group can disclose Group-wide data on
ratified the Paris Agreement with
protecting our environment. In addition to the objective of keeping global
warming to within 1.5 degrees Celsius
energy and Scope 2 greenhouse gas emissions encompassing 63 office and
warehouse sites in New Zealand and Australia.
ensuring that we develop and implement of pre-industrial levels. To meet this
target, climate scientists believe that Metric Unit FY21
sustainable business practices in our own greenhouse gas emissions must be
reduced to net zero by mid-century. Total energy ‘000 GJ 77.1
operations, we are committed to supporting
charities and not-for-profit organisations On-site renewable energy ‘000 GJ 2.5
that contribute to making our communities Greenhouse gas emissions (Scope 2) ‘000 tCO2e 12.6
more cohesive and resilient.
*where allowed by regulations.
24 25EBOS Group Limited Sustainability Report 2021
Community & Environment
EBOS Energy Road Map Moving forward, we are committed to deepening and Investments in roof-top solar systems
In FY21, 10 EBOS sites accounted for more than two- broadening our Energy Road Map to progress towards Since 2019, 0.7 MW solar power generation capacity has
thirds (68%) of the Group’s total energy consumption. accredited Carbon Neutral status for our sites. been installed across three key sites at Pemulway, Acacia
Our Energy Road Map is focussed on improving energy We have introduced the following guidelines/policies Ridge and Underdale in Australia. In FY21, these rooftop
efficiency and making better use of renewable energy for designing new builds and upgrading existing sites: solar arrays produced over 685 MWh of clean energy.
resources within these key sites in order to reduce • Energy and Sustainability Performance Specification Our most recent installation at Symbion’s warehouse in
the Group’s overall greenhouse gas emissions from Underdale, SA offsets up to 60% of daytime energy demand
consumption of purchased electricity. • Energy Performance Controls Specification for at this site.
Refrigeration systems
During FY21, we experienced a significant upturn in Partnerships to restore native forests Solar panels at Symbion Underdale, South Australia
business operations as a result of increased demand • Generic optimisation measures, including door seals,
temperature resets, insulation and lighting controls Through our continued association with our long-term
for our goods and services during the global pandemic. partner Greenfleet, a leading not-for-profit organisation
Coping with the additional operational pressure on This map shows the location of our key sites in terms that is committed to protecting our climate by restoring Whitehurst, Victoria
our sites limited the extent to which efficiency projects of energy consumption, as well as the various energy native forests, EBOS offsets the estimated greenhouse
could be delivered during this time period. Nonetheless, investments that have been completed or are underway. gas emissions from transport associated with customer
since 2018, we have made significant progress on a deliveries in the healthcare segment across New Zealand
number of initiatives.
and Australia.
Atiu Creek, NZ
Atiu Creek Regional Park officially opened to the public in
2008. The Auckland Regional Council is developing the park
as a countryside Regional Park, managed and operated on
the principles of protection, preservation and enhancement
of its natural and cultural values. At 847 ha, it’s Auckland’s
third largest Regional Park but remains quite unknown to
Aucklanders.
The park is a patchwork of countryside park pasture,
groves of mature exotic trees and native bush. Three
nationally threatened bird species; the NZ dabchick, brown
3 teal, and the North Island brown kiwi live at the park and
8 6
9 the area also has intact areas of coastal forest which are
now rare nationally.
In 2015, Greenfleet and NZ supporters planted 1,000 native
7 trees to help with an ongoing reforestation program in the
1 park.
5 2
Whitehurst, Victoria
Whitehurst is located about an hour from Wilson’s
4 Promontory in Victoria. The incredible transformation on
the site since 2012 is helping make the property a tranquil
and biodiverse retreat. In total since 2012, Greenfleet
has planted nearly 21,000 trees on the property. Some of
the native species planted include Blackwood (Acacia
melanoxyln), Silver Wattle (Acacia dealbata) and Southern
Key sites
Blue Gum (Eucalyptus globulus). Over their lifetime, this
forest will capture more than 23,000 tonnes of CO2-e from
3 New Zealand the atmosphere. Building wildlife habitat is an additional
Site location Initiative
benefit of this growing forest. Swamp wallabies, echidnas
1. Pemulwuy, NSW Solar array 100 kW and wombats are now common within the planted area.
7 Australia
2. Greystanes, NSW High-speed automatic cool room doors
Since 2007, our long-term partnership with Greenfleet has directly enabled native
Targets (under development) 3. Acacia Ridge, QLD Solar array 330 kW reforestation, thereby helping to enhance climate change resilience through the
4. Keysborough, VIC Assessment of rooftop solar viability restoration of biodiverse ecosystems and the provision of critical habit for native wildlife.
Electricity savings
5. Underdale, SA Solar array 330 kW, Lighting replacement
$976,000 67,000 tCO2e 1,980
6. Mangere, NZ (2 sites)
Renewable energy donations to Greenhouse gas sqm roof-top
7. Kewdale, WA Greenfleet emissions offset solar panels
(2007 – 2021) (2007 – 2021)*
8. Mansfield, QLD Lighting replacement installed over
Carbon neutrality *Estimates provided by
Greenfleet the last 18
9. Mt. Wellington, NZ
months
26 27EBOS Group Limited Sustainability Report 2021
Community & Environment
Reaching out to make a difference Our EBOS Healthcare Kingsgrove Warehouse team 24 wilderness and avalanche dogs, and provide
By the very nature of our business, EBOS supports responded rapidly with seven pallets which were puppy packs for all dogs bred for search and
strong and healthy communities in New Zealand and delivered directly to Beirut via a charter flight rescue training.
Australia by providing access to medicines and other containing urgently needed medical supplies and
MALPA Young Doctors
healthcare and animal care products. We are proud of handwritten messages of support.
MALPA is a charity organisation that seeks
our business’ positive contribution to society, and we BackTrack to address the inequality in health outcomes
feel that it is also important to reach out and help out
Founded in 2006 by youth worker Bernie Shakeshaft, between Aboriginal and non-Aboriginal
where we can.
BackTrack delivers programs designed to help at-risk Australians and empower First Nations
Under our Match Funding Policy, which was introduced youth make meaningful connections, build job pathways communities to take charge of their health
in 2018, EBOS supports employees who raise funds for and lead happier and healthier lives. and wellbeing.
registered health and animal welfare charities in New
Based at Bernie’s farm in regional New South Wales, One of the organisation’s primary initiatives
Zealand and Australia by matching the funds donated
Paws Up is a life changing program run by BackTrack is the Young Doctors program, which employs
by our employees. To date, we have contributed to 72
that pairs at-risk youth with dogs to teach them high respected community members to teach
charities through this scheme.
jump and learn many other valuable skills in the traditional and contemporary methods of
Ovarian Cancer Australia process. Paws Up takes young people on the road creating healthy communities to younger
Over the past 15 years, TerryWhite Chemmart has been and keeps them busy with the dogs and has been generations.
a proud supporter of Ovarian Cancer Australia. During a significant contributing factor in the reduction of
Over 15 weeks, grade four Aboriginal and
this time, more than $1.5 million has been raised to juvenile crime in Armidale. BackTrack has positively
non-Aboriginal school students participate
improve treatment of the deadliest cancer affecting impacted the lives of more than 1000 young people and
in the program, which equips them with
Australian women. has since supported other communities set up similar
knowledge about a wide range of health topics,
programs.
Researchers’ increasing confidence that they are close including nutrition, hygiene, health literacy,
to finding a cure for advanced disease fills the ovarian Masterpet believes it’s important to give back to rural environmental health, well-being and identity.
cancer community with hope. “We need more evidence Australia, the home of our ingredients and where our Importantly, the Young Doctors program is
and more resources to improve the lives of the women food is made. Since 2018, we have donated Black Hawk designed to empower young people to become
with this horrific cancer and we’ve made enormous food, pet necessities and veterinary costs for Paws Up health leaders among their peers and in their
progress over the last few years thanks to our generous dogs annually, while also providing official team wear for local communities.
supporters like TerryWhite Chemmart,” said Ovarian program participants.
The idea of children being ‘doctors’ is deeply
Cancer Australia CEO Jane Hill. LandSAR embedded in Indigenous culture and life and
In 2021, TerryWhite Chemmart is celebrating 15 years of Masterpet and Black Hawk are proud to partner with this program brings an innovative, community-
this important partnership by giving away 15,000 free New Zealand Land Search and Rescue Inc. (LandSAR) as centric approach to closing the gap in health
Symptom Diaries to help women better understand the the official feeding partner for the organisation’s search and contributes toward reconciliation.
signs and symptoms associated with ovarian cancer. and rescue dogs. Since 2014, EBOS has been supporting the
TerryWhite Chemmart also aims to raise $150,000 MALPA Young Doctors program by providing
LandSAR is a national volunteer organisation providing
across its network of pharmacies by the end of the year. health packs, which are presented to students
land search and rescue services to the police and public
Humanitarian assistance after the Beirut port explosion of New Zealand. Trained LandSAR dogs use scent and during the project graduation ceremonies.
tracking skills in many critical rescue and recovery The packs include a range of essential
In early August 2020, a major explosion occurred in the
missions, such as locating people missing in avalanches healthcare items and empower these Young
port region of Beirut, Lebanon claiming more than 200
or lost in the wilderness. Black Hawk is proud to provide Doctors to take their learnings forward for the
lives and leaving around 300,000 local residents without
its specialised Working Dog formula to LandSAR to benefit of their local communities.
a home. Soon after the explosion, our Healthcare team
received a call for help from a former colleague who ensure the organisation’s working dogs have access
now works with a major logistics company in the region, to quality nutrition that will give them the energy they
seeking emergency support for people who were injured need to succeed in often challenging search and rescue
and displaced by the disaster. environments. Each year, Black Hawk and Masterpet
donate food and animal care products to LandSAR’s
EBOS Match Funding Program MALPA Young Doctors
72 $45,326 $13,081 1,400+
health packs distributed since 2014
charities supported contributed by contributed by
through our match
funding program
employees to better
health since 2018
employees to
animal welfare 17,000+
since 2018 since 2018 products donated since 2014
28 29EBOS Group Limited Sustainability Report 2021
Our People
Our People
As a provider of essential services, EBOS is fortunate A key focus area for FY22 will be creating better
that our businesses have remained open and development opportunities for our people and leaders.
operational throughout the COVID-19 pandemic.
It has been a challenging period, but our people have Celebrating our People
continued to play an integral role in servicing customers EBOS GEM Awards
across New Zealand and Australia. Consequently, EBOS
The annual EBOS employee awards – the Great Efforts
has not implemented any workforce reductions as a
Matter (GEM) Awards – took on extra meaning in 2020
result of COVID-19.
as we recognised the unwavering dedication of our
EBOS employees are employed either under contract, people in the face of extraordinary circumstances.
awards or collective agreements. Across New Zealand
Over the past 18 months, we have seen countless
and Australia, a number of collective agreements are
examples of our people going above and beyond to
in place. We seek to have constructive relationships
service our customers and it is these exceptional efforts
with all unions that our employees choose to associate
that the GEM Awards celebrate.
with. EBOS employees have the opportunity to become
financial shareholders through the EBOS Employee While we weren’t able to convene in person to celebrate,
Share Plan (ESP). Notably, our latest ESP invitation in we ran a virtual event to recognise our 2020 award
2021 was accepted by close to 60% of eligible employees. recipients.
Furthermore, in July 2021, the EBOS Board and Executive Our Heroes
Leadership Team provided a one-off payment of $750 In December 2020, EBOS released an internal
to all eligible employees as a way of saying thanks to publication ‘Our Heroes’ which highlighted the
everyone for their commitment and contribution to our extraordinary efforts of our people in a year like no
business. other.
Employee Engagement Survey The publication highlighted the experiences of a
selection of EBOS employees who went over and
As part of the EBOS People Strategy we are committed above in continuing to service our customers and our
to listening to our people in order to help us build a communities, despite being faced with significant
Building an engaged, diverse and talented workforce with a diverse and inclusive culture where our people are
engaged and aligned to our strategic plan.
adversity and ever changing circumstances.
focus on health, safety and wellbeing is key to our success. The Engagement Survey gives us good insight into
what is working well and our areas of opportunity.
Our consistent areas of strength include:
We seek to attract and build a diverse and talented 1 Our Heroes
workforce and foster a culture of safety and
wellbeing to support our people to lead healthy, Safety 86%
balanced lives. By investing in their development , of employees believe EBOS is committed to safety
we provide employees with the skills and capabilities Success 87%
of employees know how their work contributes to the
to deliver for our stakeholders. goals of the business
Pride 80% Our Heroes
We recognise and reward performance in a fair and of employees are proud to work at EBOS
highlighting the extraordinary efforts
of our people in a year like no other
equitable way, encouraging our people to strive for Diversity and Inclusion 78%
excellence in everything they do. of employees believe that people from all backgrounds
have equal opportunities to succeed in our business
30 31You can also read
