• Mandatory
Date: 14 Aug 2012 - 29 Nov 2020
Updated: 10 Nov 2020
Managed: Department of Communities and Justice
Type: Agency specific
Scheme Number: 2390

Range of products and services

This contract is for the:

  1. purchase of imaging devices and associated maintenance agreements to provide maintenance, service and parts and toner for imaging devices
  2. short-term rental of imaging devices.

The imaging hardware that can be purchased or rented includes:

  • multifunction devices (including standalone photocopiers)
  • single function laser printers
  • scanners
  • facsimile machines
  • large format printers.

Managed print services, or provision of imaged devices through a managed service, is not available through this contract.

Short-term rentals

To fulfill emergency and short term requirements a rental facility is available.

This is limited to 1 year as rental is a comparatively expensive method of provisioning imaging devices and any requirement over 1 year should be fulfilled by other methods.

Maintenance agreements

A maintenance agreement is a contract between the buyer and the supplier for a set term. Depending on the nature of the devices purchased the maintenance agreement may be put in place by default or alternatively be at the request of the buyer.

This maintenance agreement includes all repairs, servicing, toner and transportation costs and will be charged on a per impression (click rate) for every page printed. Colour and mono (black and white) have different click rates. The supplier may only provide toner through a maintenance agreement for hardware paid for through copy cost/click rate. Toner cannot be provided as a separately priced consumable or as an accessory to a device under this contract. For NSW Government, all toner purchased outside of maintenance agreements can be purchased through Office Supplies contracts established by the NSW Government.

Under any maintenance agreement, the supplier will provide all service, maintenance, parts and toner as required ensuring the devices are maintained to the manufacturer's recommended operational standards.

Travel charges are not incorporated in the click rate. Travel may not be charged to locations within 100km from a service centre and within the greater Sydney metropolitan area.

If the location is outside of that, there is a per kilometre rate which is calculated on a one way basis, not both out and back.

Multifunction devices

The maintenance agreement will automatically be put in place when a multifunction device is purchased. The period is for 5 years, with a fixed click rate to protect the buyer from unjustified rate increases. The buyer may opt out or amend with agreement of NSW Procurement. This is to ensure the buyer is fully aware of the consequences and risks.

Laser and large format printers

A maintenance agreement will be available to the buyer if required.

Availability of maintenance agreements

Type of deviceClick rate with tonerClick rate without tonerDefault period
Multifunction devicesYesNo5 years
Laser printersYesYes3 years
Large format printersYesNo5 years


All devices sold are to be covered by a minimum warranty period:

  • multifunction devices: 5 years
  • laser printers: 3 years
  • scanners: 1 year
  • facsimile: 1 year
  • large format printers: 3 years

Optional extended warranties may also be purchased at an additional cost.

In the event of product failure the supplier shall replace or make good the defective items or parts thereof delivered to such a destination as directed by the customer, or at the option of the buyer, pay the buyer an amount equal to the cost of the goods, which have failed.

Within the warranty period, where it is demonstrated that a device is "out-of-service" consistently on a regular basis, thereby making hardware use unreliable, the supplier shall replace the machine at their cost with either the same model machine or a machine of similar capacity and features, which is new or at least has undertaken no more duty than the machine replaced.

Each supplier defines “out of service” on a regular basis differently. Please contact the NSW Procurement Service Centre or the supplier for further information. The buyer may also negotiate the definition upon forming a customer contract.

Agency savings opportunity

This contract has some inherent measures to provide savings:

  • For MFDs the fixed copy cost for 5 years. That excludes the typical industry practice of ramping up copy costs over the lifetime of the product.
  • For laser printer, strongly consider the availability of the maintenance agreement as a more cost effective way of purchasing toner. Yields stated on toner cartridges may be misleading, especially if usage patterns include high page coverage.

NSW Procurement recommends obtaining a series of quotes from suppliers on contract 2390. That is both to enable buyers to negotiate improved pricing, and to ensure that the machine purchased is configured appropriately.

Buyers may find that better prices can be negotiated with the contractor by utilising the RFQ process, especially if they are purchasing in volume. Principal agencies should be implementing sole supplier arrangements in return for significant discounts.

Buyers should undertake whole of life costing, considering not just the purchase price but the click rate. Buyers should take account of the likely volume of print that will be generated through the devices, and calculate the ongoing cost based on the click rates.

The most critical element with regard to savings is controlling colour copy costs. Colour print generally costs 10 times mono print, and it only takes one dot of colour on a page to be charged at the colour rate.

Seriously consider substituting a mono device for a colour device. Consider locking all but a few for access to colour print.

Consider high volume A4 devices in lieu of standard A3 devices. If you have 4 devices on a floor, perhaps only 1 needs to be colour and A3 capable.

Follow me print, or “pull printing” is a method commonly used to control costs. Piles of unused printout are familiar sights in offices. Follow me print ensures that only when the user walks to a machine and instigates the print is the job printed. It can be controlled by a PIN or card. A print can be made from any device on the network, rather than having to direct a print to a device.

Implementing follow me print means that mistaken print jobs can be cancelled more easily and certainly. It not only saves on toner and machine wear, but reduces paper usage. The security advantages are obvious. Reductions in volume of 30% have been claimed.

Extension options

One twelve-month extension option remains.

Eligibility to use contract

Public bodies can purchase from NSW Government contracts under Clause 6 of the Public Works and Procurement Regulation 2019.

How to manage complaints and disputes

If a complaint or dispute occurs, both the buyer and the supplier must first seek resolution at the agency level.

Buyers: check our complaint management guidelines online.

Suppliers: make your complaint to the agency customer service representative or procurement area agent. If you can't reach resolution, you can escalate your complaint internally to someone more senior in the agency, or directly to the agency head.

If the dispute cannot be resolved by mutual agreement of both parties, you can escalate the complaint to NSW Procurement.

Contact NSW Procurement via our details on this site if you need more advice.