Quality Policy

1.1. Brother International (NZ) Limited (Brother) recognises that our market expects a consistently improving service. Our commitment is to continuously enhance the quality of the products and services we provide through supply chains, meeting our customers’ expectations and requirements and delivering work that we can genuinely take pride in.

1.2. To achieve this, we have implemented a management system aligned with the international standard of quality management system ISO9001. This system encompasses not only meeting customers’ needs but also learning from customer feedback and adhering to legal and regulatory requirements. We remain dedicated to the ongoing development of this system, ensuring its effectiveness over time.

1.3. Our Quality Management System outlines the policies, organisation, and procedures necessary to achieve the desired standards, and it is formally audited externally by an ISO9001 Quality Management System accredited audit body to maintain compliance with ISO9001 standard requirements.

2.1. Brother is dedicated to providing best-in-class operations across Aotearoa New Zealand. This commitment extends to every customer touchpoint, including marketing, distribution, servicing, sales, and end-of-life product treatment, throughout the customer's experience with products and services we proudly offer.

3.1. Brother is committed to:

• Understanding customers' needs and expectations that Brother strives to meet and exceed with our expertise
• Providing superior value to our customers and building long-lasting relationships with them
• Driving continual improvement and innovation based on efficient business processes
• Developing staff competencies, creativity, empowerment and accountability through appropriate development programmes and showing strong management involvement and commitment

3.2. We will achieve this by:

• Setting quality objectives, as outlined in our Business Plan, which revolve around satisfying our customers
• Adhering to financially sustainable business practices
• Ensuring that every member of Brother shares responsibility for the quality of their work
• Providing training and establishing systems to assist all personnel at Brother in achieving the required standards
• When a customer raises a concern, investigating it thoroughly and making every effort to address valid complaints with speed

4.1. The Board of Directors hold responsibility for Brother’s Quality Policy by ensuring that the integrity of the quality management system is planned and implemented.

4.2. Director, Corporate Strategy and CSR is responsible for overseeing the system’s implementation, status and effectiveness, reporting regularly to the Board of Directors.

4.3. It is the responsibility of all Brother employees to carry out work to the full satisfaction of the customer by meeting or exceeding their needs and expectations.

5.1. Policy Location
This policy is published on the Brother Internal Intranet and is available on Brother’s website.

5.2. Review Timeline
This Policy is in effect from October 2024 and will be formally reviewed once every year by the Board of Directors.

5.3. Contact
For any queries in relation to this Policy, please contact Brother Director, Corporate Strategy & CSR or email csr-hr@brother.co.nz