Code of behaviour

The supplier must, in carrying out this agreement, comply with the Local Health District (LHD) policies and procedures in place within that LHD, inclusive of any company representatives policies.

The supplier must also, in carrying out this agreement, comply with the codes, policies and guidelines and standards listed in the contract, which includes the Code of Behaviour for the Protection of Children and other Vulnerable People.

The supplier must ensure that all persons working on the site or sites under the contract; including but not limited to the supplier’s employees and managers, consultants and sub-contractor understand and comply with the requirements shown below:

  • All supplier employees must gain permission to enter the facility before commencing work and they may only enter approved areas. The supplier’s representative, or where a sub-contractor is working without the supervision of the supplier, the sub- contractor’s representative, must report their presence to the person in charge of the facility on arrival each day and record, in the site visit log, the details of all of the supplier’s or sub-contractor’s employees working at the site or sites that day.
  • Supplier employees should avoid talking with, touching or interacting with any patients or other users of the facility, except where the work requires it, or in an emergency or safety situation.
  • Supplier employees must only use approved toilets and other facilities, unless the person in charge of the facility gives written authority to use alternative arrangements.
  • The work area must not be able to be used or accessed by patients or other users of the facility while work is in progress. Clear signage and barricades (where appropriate) must be used to prevent any inadvertent or unauthorised access.
  • Appropriate privacy must be maintained when working on toilets and similar facilities or in patient areas. Supplier employees must ensure that toilets and patient areas are not occupied or in use before entering to perform work, and that work does not continue when use of the facilities is required.
  • Where practicable male employees should perform work on male facilities and female employees on female facilities.
  • Supplier employees must wear clothing that is tidy and in good condition, including a shirt, shorts or trousers or skirts at all times.
  • Supplier employees should report any concerns about staff or patient behaviour to the person in charge of the facility.
  • Supplier employees must wear or carry an identity card at all times when on the site or sites.

Complaints and disputes

If a dispute arises, then both buyer and the supplier are obligated to use their best efforts to resolve the dispute. The buyer should attempt to resolve the matter through discussions with the supplier’s customer service representative.

However, if the parties to the dispute are unable to resolve the matter then the purchaser should contact the contract manager.

If the matter cannot be resolved by mutual agreement of both parties in consultation with HealthShare Business Procurement Services Unit, the matter will be referred for expert determination. This more formal process will require a higher level of detailed documentation, correspondence and records.`

Contract orders

Placing an order direct with supplier

If you are in a public hospital in NSW this should be through your local ordering system, in most cases this will be Oracle, CBoard or IPharmacy.

Registered buyers can order goods and services direct with the supplier. By placing an order, an organisation is entering into a contract with the supplier and as a minimum the following information should be included in the official order:

  • contract number and name
  • name and address of supplier and buyer
  • NSWBuy identification number
  • supplier’s order number
  • date of order and date of delivery
  • item, service description, contract price, quantity, duration and any accessories

If you are not in a NSW Health facility you need to quote your NSWBuy identification number each time you purchase from the contracts. If you are unsure of your NSWBuy identification number, please contact NSW Procurement Service Centre.

Delays and emergencies

Please contact suppliers in the first instance.


Title in the deliverables shall pass to the buyer on satisfactory delivery to the buyer, as evidenced by the signature on the delivery docket of a duly authorised representative of the buyer. Such signature is not an acknowledgement of the acceptability of the deliverables. Notwithstanding that, the buyer has taken delivery, the supplier will remain liable for any loss or damage to the deliverables, which may have occurred prior to delivery, and for any non-compliance of the deliverables with the order and customer contract.

Government taxes and charges

The pricing for products includes all applicable levies, duties, taxes, insurances, packaging, imposts, overheads and profits, any applicable discounts, but is exclusive of GST.


The supplier has arranged with a reputable insurance company:

  • Public liability insurance
  • Product liability insurance
  • Workers compensation insurance.

Key contract benefits

This whole-of-government contract allows users to achieve considerable cost savings due to the combined purchasing power of the NSW State Government. It offers value for money including competitive rates, and a quality range of products.

Online catalogues

More information on state contracts administered by HealthShare NSW is available on

Organisations eligible to access NSW Health state contracts may request copies of contract product and price schedules by emailing the Medical Portfolio Team, Strategic Procurement – HealthShare NSW at

Other information

NSW Government contracts are established under the authority of the NSW Procurement Board and administered by HealthShare NSW.

A list of the categories of organisations eligible to purchase from whole-of-government contracts is available in the Eligibility to use contract section. Most eligible organisations have already registered with NSW Procurement, in which case they have immediate access to the contracts.

The panel of prequalified suppliers was established under the authority of the Health Administration Corporation (HAC) by HealthShare NSW.

Printed catalogues

The supplier may be able to provide hard copy brochures of the products available for supply under the contract; these are often free of charge to buyers on a reasonable request basis.

Product and price contact details - Health standard text

Who is eligible to purchase from the contract?
Please view the Eligibility to use this contract section under Contract overview.

What types of products are available under the contract?
Please view the Range of products and services section under What's covered by this contract.

Who selected the products?
The new contract offers almost all of the items available under previous contracts and arrangements. All items selected to be in the contract have been chosen by a panel of product experts to ensure goods on contract meet the needs of NSW Health.

Can I negotiate discounts?
Product price negotiations can only be conducted by the contract manager. Clients cannot negotiate a price for a product. Clients can negotiate value added services with their chosen supplier/s.

Can I still use my current supplier?
Under the contract, suppliers are contracted to supply items according to category. Some suppliers may be contracted to provide the same items as they have supplied under previous contracts, however, in some cases there will be a change of supplier required.

Am I required to use this contract?
Yes. As directed in Premier’s Memorandum M2006-11 NSW Procurement Reforms: “all agencies, other than State Owned Corporations, must use SCCB whole-of-government contracts, where they are available, when procuring goods and services.”

What if the supplier on contract does not want to supply the product I need?
When the buyer enters into a buyer contract with the supplier during the term, the supplier must supply the required deliverables to the buyer on the terms and conditions of the buyer contract and in accordance with the agreement. Notify the contact manager if there is an issue.

What if the supplier on contract doesn’t have the product I need?
The contract will offer almost all of the items available from current state contracts and arrangements. However, you may find some items are provided by a different supplier.

If you are certain a product you require is not offered by the contract, you can make a request to the Contract Manager that the product be added to the contract. Keep in mind this contract seeks to deliver efficiencies to government throughout the supply chain. This includes rationalising the items available, throughout the life of the contract. You will need a strong case for an item to be added.

How do I seek an exemption?
Where the supplier of the product you need is not contracted to supply, you must seek an exemption. Exemptions are granted only in rare and exceptional circumstances. Detailed procedures in chapter 2, section 2.10 of the Purchasing and Supply Manual must be followed.

For information on how you make this request, NSW Health buyers should contact the contract manager at HealthShareNSW or your clinical products coordinator at your nearest service centre. For all other buyers, call the NSW Procurement Service Centre. To see contact details go to the last section of this contract user guide.

How do I report purchasing, supply or payment issues?
Try to resolve contract and product issues directly with the supplier. If you unable to resolve to your satisfaction, escalate to the Procurement and Logistics at HealthShare NSW or the contract manager.

How do I report issues with clinical products, equipment or services provided by the supplier?
The Health Quality Reporting System (HQRS) is a secure state-wide system that enables reporting of quality issues for clinical goods, equipment or services purchased by Health Services. It alerts all Health Services of clinical product quality issues and risks and allows the performance of suppliers to be effectively managed. It is government policy that, wherever appropriate, alternative dispute resolution techniques are used rather than litigation. Steps to resolution are:

  1. Try to resolve contract and product issues directly with the supplier.
  2. If you unable to resolve to your satisfaction, escalate to the product manager in Procurement and Logistics at HealthShare NSW or the contract manager.
  3. Report all product issues, incidents and lodge contract exemptions using HQRS. It receives immediate attention as it is accessible to all health system users in real time.

How do I access the Health Quality Reporting System (HQRS)?
Access to HQRS is restricted to contract managers and members of the Clinical Product and Equipment Manager groups who understand their duty of care. To register or to find your nearest member, contact the contract manager or visit

Where can I find more information about the contract?
Contact your contract manager whose details are listed in the last section of this contract user guide.

For access to the contracts register, standing offer arrangements and previous tender documents visit NSW eTendering.

View all NSW Department of Health contract award notices and all HealthShare NSW contract notices. Registration and login may be required.