How to buy

Date: 7 Apr 2020 - 15 Sep 2020
Updated: 15 Sep 2020
Type: Whole of government

How to place an order

Eligible buyers can order goods and services direct with the supplier.  If you are in a public hospital in NSW, this should happen through your local ordering system.

By placing an order, you are entering into a contract with the supplier. As a minimum, the following should be included in the order:

  • contract number and name
  • name and address of supplier and customer
  • NSWBuy number*
  • customer’s order number
  • date of order and date of delivery
  • item, HIMF, product code, contract price, quantity and any accessories.

If you are unsure of your NSWBuy number, please contact the NSW Procurement Service Centre on 1800 679 289 or


Pricing information is available on Supplier Price Guide. If you have access you can log in at

To view pricing information,you will need login access. Eligible buyers can request access via the NSW Procurement Service Centre on


Sydney metro / regional

  • standard deliveries: 48 hours from orders placed before 3pm
  • emergency deliveries: within 24 hours of order

Rural / remote NSW

  • standard deliveries: 72 hours from order placed before 3pm
  • emergency deliveries: within 48 hours of order

Delivery conditions

  • safe and clear access to storage assets on site (including hard ground during wet weather for truck access)
  • clearly communicated site access restrictions (hours of operation, security clearance, PIN codes for access gates, site procedures, site inductions)

Returns policy

Origin do not have a formal returns policy however are committed to returning excess stock if not required without additional cost.

LPG as a delivered bulk product is non-returnable unless the site ceases to operate and the assets will be removed.

Cylinder tracking

All cylinders regardless of supplier are required to be tracked, generally via bar code scanning.

Usage reports should be discussed with Origin at respective meetings. Data should provide insight into stock turns and aged cylinders.  Decisions should be made to write off aged cylinders periodically to reduce rental charges and ensure end of contract terms do not include excessive cylinder volumes for write off.

Cylinder write off charges

Lost equipment pricing will only apply where a customer agrees the item as lost item. The applicable price per item is based on the pooled book value price adjusted annually on the basis that no credit will be given should the lost asset be subsequently found.

Disputes and complaints

Try  to resolve contract and product issues directly with the supplier.

If NSW Health entities are unable to resolve the matter to their satisfaction, the issue may be escalated by contacting the HealthShare NSW Contract Manager.

Other organisations may escalate the issue by contacting the NSW Procurement Service Centre.

Performance management

Supplier performance is assessed based on a series of KPI metrics reviewed by the contract manager. KPIs cover:

  • on-time delivery to specification including emergency deliveries
  • customer satisfaction
  • reporting and invoicing accuracy
  • cylinder tracking accuracy
  • helpdesk response time
  • timely provision of accurate and complete sales statistics
  • invoicing and billing accuracy
  • supplier equipment uptime.