Janitorial and Catering Supplies Contract

  • Mandatory
Date: 9 Sep 2019 - 8 Sep 2022
Updated: 11 Jan 2021
Managed: Department of Education Contact owner
Type: Whole of government
Scheme Number: 102
The contract covers cleaning equipment and other cleaning consumables.

Range of products and services

Janitorial and catering supplies

This contract covers cleaning equipment and other cleaning consumables:

  • cleaning chemicals
  • cleaning supplies
  • laundry chemicals
  • washroom consumables
  • waste management
  • catering supplies
  • catering disposables
  • cleaning consumables
  • tableware
  • food labelling and wrapping
  • hygiene and personal protection.

This contract does not cover:

  • kitchen appliance and white goods
  • food and grocery items.


Services to be provided under the contract include the following and any other services within the scope as requested by the customers:

  • account management
  • customer support services and help desk
  • training and education
  • marketing and communications
  • sourcing of required product
  • product rationalisation and substitution
  • logistics, warehousing and distribution
  • contractor paid yearly audit of the prices and compliance to contract terms and conditions
  • managing transitional arrangements
  • invoicing
  • self-promotion on eCatalogue and individual NSW Government agency catalogues

Key contract features

Price basis

Free-into-store (FIS): Price includes ex-works price plus delivery, distribution and commissioning of the product to customer location.

Free-to-desktop (FTD): Price includes ex-works price, delivery, distribution and commissioning of products on a single order to multiple desktops or locations within the premises of the customer.

Minimum order: There are no minimum order value and quantity conditions on this contract.

Key benefits

  • value for money offering for government agencies in managing their office supply requirements
  • continuous competition during the panel period
  • appropriateness and extensiveness of product range
  • social benefits via direct engagement of small and medium-sized enterprises, indigenous suppliers and disability enterprise
  • heavy emphasis on sustainability factors

Supplier diversity

eCatalogue and supplier online catalogues identify products with environmental labels/ecolabels (see point below) and certifications. For example, sourced from certified diverse suppliers like small and medium enterprises (SME), Indigenous businesses (IB) or Australian disability enterprises (ADE).

Product sustainability

Suppliers are required to provide evidence of claims of sustainability through relevant documentation/certification or endorsement that their sustainable products meet relevant environmental criteria and standards as claimed but not limited to the following: Forest Stewardship Council (FSC), National Carbon Offset Standard (NCOS); AFS Chain of Custody Certification, Good Environmental Choice Australia (GECA) etc.

Special offers

Suppliers may offer temporary or periodical special offers.

Product substitution

Suppliers may not substitute products in place of those ordered, without first gaining the customer’s assent. Only products matching the specification of the product ordered or higher should be offered as a substitute.

The product provided must be invoiced at the same price or a better price as that of the product originally ordered.

Agency savings opportunity

Further savings opportunities are available for agencies through the following:

  • Contract prices are ceiling prices. Opportunities are available for agencies to seek further price reductions/discounts by undertaking a request for quotation process with panel suppliers.
  • A wide range of additional discounts/rebates are available upon negotiation of an agency Preferred Supplier Agreement (PSA).
  • Use of purchasing cards (P-cards) for payment.

Refer individual supplier details for further information.

How to register

To register as a new customer please complete the online registration form.

Once approved, you will be advised of your authorised buyer identification number and you are then eligible to use the NSW Government contracts. Please be aware this registration process may take approximately eight weeks.

Please contact the NSW Procurement Service Centre if you have any problems completing your application form or if you wish to check your registration status.

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.

Approved suppliers

Contact details

Website: Bunzl Outsourcing Services

Kristy Jones
Phone: 02 9737 2025
Site address: 34-48 Cosgrove road Enfield NSW 2136
Postal address: Locked Bag 3011 Burwood NSW 2134

NSW Customer Service
Phone: 02 9737 2099

The NSW Customer Service Team is available on 02 9737 2099 between 8 am to 5.30 pm weekdays.

Delivery options

  • Free In Store (FIS) prices are available through the eCatalogue
  • Free to Desktop (FTD) prices are available on the Bunzl website or please call 02 9737 2099 for a quote.

Trading as


Contact details

Website: Complete Office Supplies
Site address: 25 Nyrang Street Lidcombe NSW 2141
Postal address: PO Box 7179 Silverwater BC NSW 2128

Customer Relations
Phone:1300 882 244

Caterina Johnson
Phone: 0401 647 231

Phone: 02 8832 6410

Todd Percy
Phone: 0414 677 322

Placing an order

  1. Log on to cos.net.au . If you do not have access, please contact Caterina Johnson (contact details above).
  2. Use the Search Products box to find the products you wish to order.
  3. Click on the product to review the specs in more detail.
  4. Select quantity and add to cart.
  5. Follow the shopping cart check out process.

More detailed information can be found at https://www.cos.net.au/c/cos-support

Or please phone 1300 88 22 44 with any queries.

Payment of invoices

Customers can either pay online when they check out of the COSnet website or pay via invoice.

COS can establish accounts with various agreed invoicing solutions. Invoicing solutions may include consolidated monthly invoice, invoice with good etc. based on your requirements. Please contact Caterina Johnson (contact details stated above).


Catalogue products will be delivered free-into-store the next business day for metropolitan deliveries. Most metro deliveries will be delivered by a COS driver and the receiver will be asked to sign for the delivery.

A 2-day delivery period may apply to regional and rural areas for catalogue products.

If you have any questions, please contact Customer Relations (contact details above).

Return policy

If you wish to return an item because you have changed your mind about your purchase, COS will offer you a credit or refund provided that:

  • you return the item within 14 days of purchase
  • you include a copy of your original COS invoice when you return the item
  • the item is in re-saleable condition.

All product return/warranty related queries will be managed by COS and the COS Customer Relations team. More information about our policy can be found on the COSnet website.

Help desk

For assistance with any product, price, delivery, or invoicing, please contact COS Customer Relations:

Contact details

Website: Winc
Site address: 163 O'Riordan Street Mascot NSW 2020
Postal address: Private Bag 16, Alexandria NSW 1435

Emma Le
Phone: 0457 592 505

Customer Service
Phone: 13 26 44

Price basis

Prices are inclusive of delivery, distribution and commission of the product delivered to the desktop or to a particular location/s within the premises of the customer.

Winc has offered same prices for free-in-store (FIS) and free-to-desktop (FTD) deliveries.


Standard delivery of goods is FIS and FTD  within 24 hours for metropolitan regions, and 48 hours for non-metropolitan regions.

Urgent orders will be delivered within 2-4 hours on the day of order placement to metropolitan locations. If a special courier is required to meet the specified deadline for urgent deliveries, any courier charges will be advised at the time of order.

Requests for urgent deliveries (same day to metropolitan locations) can be made by contacting the local Winc office, usually by telephone.

Winc FTD delivery includes delivery and distribution of a single order to multiple desktops or locations within the premises of the customer.

Bulk order value discount

Order value thresholdDiscount %

Additional discounts available under PSA arrangement:

  • Sustainable spend incentive - To support the NSW Government’s emphasis on sustainable supply and diversity, Winc will work with willing Agencies to reward purchases of our broad sustainable product ranges with environmentally-friendly, Indigenous and diversity values. Winc will offer up to 2% of eligible product spend back to customers, based on agreed programs to target spend growth in over 2,000 tendered sustainable products.
  • PSA Rebates - Up to 2% rebate will be paid to each Agency or Cluster (as specified by the NSW Government website) based on execution of a PSA.
  • Early Settlement Rebate - Early settlement rebates up to 1% are available to customers via a PSA.

Customer support and help desk

Winc offer eligible customers toll free calls to all Winc numbers within NSW including to our dedicated customer service help desk.

The Customer Service team can be contacted nationally on 13 26 44 between 8 am and 7 pm Monday to Friday.

Warranties, guarantees and servicing arrangements

All eligible customers are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. Customers are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

All Winc branded products carry a lifetime guarantee. If at any time eligible customers are not 100% satisfied with these own brand products, they may be returned.

Change of mind returns

The customer may return goods to Winc for change of mind and obtain a credit:

  • except for food and beverage products, computer hardware, special order furniture, first aid, and other specially purchased products or products specifically tailored for the customer’s requirements, which may not be returned
  • provided that for office supplies, software or furniture from the Furniture Fundamentals Range, the customer does so within 30 days of delivery and for technology, business machines, and print and promotional materials the customer does so within 14 days of delivery
  • provided a return authorisation is obtained from Winc in advance of goods being returned
  • provided the goods are in their original packaging, unopened, of a current make and model, and otherwise as new and in a saleable condition; and
  • on the basis that risk in the goods remains with the customer until received by Winc.
  • Please note that for change of mind returns a restocking or return fee may be charged by Winc.

Defective goods and incorrect deliveries

Any goods, which are damaged or defective, delivered after their “use by” or “best before” date, or which are not otherwise in accordance with the customer’s order, may be returned to Winc within a reasonable time after delivery, at no cost to the customer.

The customer will have the benefit of any applicable manufacturers' warranties in respect of goods to the extent permissible and Winc will provide all reasonable assistance to facilitate a customer’s warranty claim. The benefits given by such warranties are in addition to other rights and remedies available to the customer under the Australian Consumer Law.

For all warranty claims, Winc will arrange for pick up and assessment of the goods at no cost to the customer. If a product is determined faulty through no fault of the customer, then Winc will facilitate repair or replacement of the product or offer a refund.

Returns process

For product returns or warranty claims, contact your account manager, call our customer support team via phone anywhere in Australia on 13 26 44 or via email customerservice@winc.com.au

Customers must contact Customer Support and obtain a Return Advice number before sending goods back to Winc.

Packaging take-back program

Winc have a packaging take back program which allows customers to return packaging to Winc for recycling through Winc delivery drivers.

Collection of Winc branded boxes and Winc supplied packaging materials is available to eligible customers.

Cart collect

Through Cart Collect, our cartridge recycling partners, Winc collect, dispose of and recycle toner cartridges in an environmentally responsible manner. Eligible customers can place used cartridges into a specially marked box for Cart Collect to pick up.

Code of behaviour

The supplier must, 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-contractors, understand and comply with the requirements shown below:

  • All supplier employees must gain permission to enter the school or 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 school or 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 children or residents or other users of the school or 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 school or facility gives written authority to use alternative arrangements.
  • The work area must not be able to be used or accessed by children, or residents or other users of the school or facility while work is in progress. Clear signs 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. Supplier Employees must ensure that toilets and similar facilities are not occupied or in use by children, residents or other users 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 children’s behaviour or child abuse to the person in charge of the school or facility.
  • Supplier employees must wear or carry an identity card at all times when on the site or sites.


Supplier catalogues and pricing information is available on catalogues.buy.nsw, where participating agencies can buy online at the negotiated contract prices. Find out if your agency is enabled and log in.

Non-participating agencies can get pricing information from:

  • the supplier (view contact details in 'list of suppliers'), or
  • the contract owner (click 'contract owner' above).

Contract prices may change in accordance with the price variation conditions of the contract.

If your agency is not set up contact us to discuss your requirements at catalogues.buy@customerservice.nsw.gov.au


Refer to individual suppliers details under 'Approved suppliers' section.


Customers are to refer to PBD-2019-04-Approved procurement arrangements for instructions as to engaging with the suppliers.

For NSW Government and its nominee purchasers, only written and electronic online orders will be acceptable. Phone or verbal order will not be accepted by suppliers.

Also refer individual supplier details for variations, if any.


The customer must pay each correctly rendered invoice of supplier within 30 days after receipt of the invoice.


Delivery of goods to be free-in-store (FIS) and free-to-desktop (FTD) within 24 hours for metropolitan regions, and 48 hours for non-metropolitan regions.

Refer to individual supplier details for variations, if any.


Refer individual supplier details/contact suppliers.

Government taxes and charges

All taxes, duties and charges imposed or levied in Australia or overseas in connection with the performance of this agreement will be borne by the supplier.

Third party purchasing

Clause 6 of the Public Works and Procurement Regulation 2019 allows the NSW Procurement Board to provide access to suppliers of public sector bodies to state contracts standing offer agreements for the provision of goods and services. These suppliers are known as Nominee Purchasers. The public sector bodies making the nominations are known as Nominating Agencies.

'Nominee Purchaser' means a supplier to a public sector agency, nominated by the public sector agency to be authorised to place Orders under Standing Offer Agreements for works done as such a supplier and registered by NSW Procurement.

Access of nominee purchasers to NSW Government contracts standing offer agreements:

  • is limited to standing offer agreements relevant to the contract between the nominating agency and the nominee purchaser, and which are specifically listed in the nominee purchaser’s registration and
  • is for a fixed period of registration, usually ending on the completion of the term of the contract between the nominating agency and the nominee purchaser.

A nominee purchaser must not purchase goods or services under a NSW Government contract standing offer agreement, unless they are related to its obligations under a contract with a public sector agency and are used during the term of such a contract or included or incorporated in works, goods or services to be provided to the public sector bodies.