TELUS Communications CompanyAnnual Report to the Director2013 Calendar YearSubmitted to:Director, Waste ManagementPO Box 9341, STN PROV GOVTVictoria, BC V8W 9M1Prepared by:Keith Caldwell, Manager – Reverse LogisticsTELUS Communications Company7 - 3777 KingswayBurnaby, BC V5H 3Z7780-984-9812
Table of Contents1.Executive Summary . 32.Program Outline . 53.Public Education Materials and Strategies. 54.Collection System and Facilities . 65.Product Environmental Impact Reduction, Reusability and Recyclability . 66.Pollution Prevention Hierarchy and Product / Component Management . 77.Product Sold and Collected and Recovery Rate . 88.Summary of Deposits, Refunds, Revenues and Expenditures . 99.Plan Performance . 9Appendices / Additional Information and Third Party Assurance . 9
TELUS Communications Company 2013 Report to Director, Waste Management1. Executive SummaryThe table below should concisely summarize program performance for the section 8 annual reportingrequirements such that ministry staff and the public can easily understand whether reportingrequirements and stewardship plan targets have been met.Productswithin planTelecommunication equipment:o Cordless phones and corded desktop, VOIP phones and analog terminal adapters;o Public Access Equipment;o Obsolete network infrastructure equipment (switches, servers), External customer networks, Servers,Optical network termination equipment, Internet equipment (routers, modems), Network cards;o Video and teleconferencing equipment;o TV equipment (PVRs, receivers, remote controls), Satellite TV equipment;o Global Positioning Systems (GPS);o Batteries; ando s.com/community/english/about us/for our customers/regulations %26 policies/environmental policy/ewaste stewardshipRecycling RegulationReferencePart 2, section 8(2)(a)Summary(5-bullet maximum)TopicPublic EducationMaterials andStrategiesa description of educational materials and educational strategies theproducer uses for the purposes of this Part--Part 2, section 8(2)(b)Collection System andFacilitiesPublic information posted on telus.com website providinginstructions on how to return equipment to TELUS at nocharge.TELUS client care agents are made aware of return process byway of online system, internal communication, bulletins.TELUS Technicians are made aware of return process by way ofinter-company communication, bulletins.Recycling EcoGuide in Yellow Pages directories.Mail Back kit including instructions (new as of August 2013).the location of its collection facilities, and any changes in the number andlocation of collection facilities from the previous report;Eight collection facility locations:Communication Test Design Inc. (CTDI), Delta BCTelmar Network Technology (Telmar), Calgary ABGEEP, Edmonton ABCcon Metals Inc., Abbotsford, BCMetalex Products Ltd, Richmond BCEdmonds Recycling, Langley BCSumas Environmental Services, Burnaby BCUTI Contract Logistics and Distribution, Brampton ONPage 3.
TELUS Communications Company 2013 Report to Director, Waste ManagementRecycling RegulationReferencePart 2, section 8(2)(c)Part 2, section 8(2)(d)Summary(5-bullet maximum)TopicProductEnvironmental ImpactReduction, Reusabilityand Recyclabilityefforts taken by or on behalf of the producer to reduce environmentalimpacts throughout the product life cycle and to increase reusability orrecyclability at the end of the life cycle;Pollution PreventionHierarchy and Product/ ComponentManagementa description of how the recovered product was managed in accordance withthe pollution prevention hierarchyAlthough TELUS is not a manufacturer of equipment (TELUSbranded or not) that we sell or rent, we endeavor to work with ourmanufacturers to encourage them when designing for theenvironment to use minimal packaging materials; FSC certified,high recycled content, and or recyclable or biodegradablematerials. Where appropriate and applicable, TELUS will alsoendeavor to include corporate social responsibility (CSR)requirements in RFPs when selecting vendors.TELUS’ triage of recovered equipment enables TELUS to follow thepollution prevention hierarchy, such as the regulation requires, toensure pollution prevention is not undertaken at one level unless oruntil all feasible opportunities for pollution prevention at a higherlevel have been taken.Provide a summary of the total amount of product sold, collection volumesand, if applicable, recovery rates achieved by the program based on theapproach included in the approved program plan. Also provide a summary oftotal product recovered by regional district.Part 2, section 8(2)(e)Product Sold andCollected andRecovery RateTotal Program Product Collection Volumes in 2013 is 702 mtTotal Program Product Distributed into BC in 2013 is 2,334 mtTotal Program Product Recovery Rate in 2013 is 21.23%See section 7 for details[See Section 7 for breakdown per regional district]Part 2, section 8(2)(e.1)Part 2, section 8(2)(f)Not availableSummary of Deposits,Refunds, Revenuesand Expenses[Provide report reference to the independently auditedfinancial statements]Not applicable as TELUS fully funds program.Comparison of Key Performance TargetsPart 2 section 8(2)(g); See full list of targets in Plan PerformancePriority Stewardship PlanTargetsPerformanceStrategies for Improvement(as agreed with ministry file lead)1.No target was committedfor 2013Customer Premise Equipment (Rental)Return Improvement ImplementationPlan Development & Project Launchedin August 2013.2.3.Page 4.
TELUS Communications Company 2013 Report to Director, Waste ManagementProgram OutlineProvide a brief (1 page) overview of the stewardship agency/company and their members [website link], programinclusions, collection approach and any other high level information relative to the annual report e.g. studiescompleted, new targets set, consultations or surveys conducted.TELUS Communications Company (TELUS) has developed its own BC Electronic Equipment Stewardship Plan to adhere to therequirements set in the BC Recycling Regulation – Electronic and Electrical Product CategoryTELUS has been collecting, refurbishing for reuse, reselling, and recycling electronics for many years now and this plan willallow these processes to be tracked more formally and reported annually to the Ministry. TELUS’ plan addresses rental andretail TELUS customer premise equipment as well as our internal use equipment. Mobile devices are addressed under theCanadian Wireless Telecommunication Association’s (CWTA) Stewardship Plan – Recycle My Cell.The following is a general list of categories of equipment with regards to the requirements outlined by the BC RecyclingRegulation – Electronic and Electrical Product Category. This list is an overview and does not list accessories or additionalparaphernalia that might be associated with each equipment category. TELUS is committed to be responsible for all newproducts TELUS introduces into the marketplace. TELUS TV Equipment (Set-top boxes, PVRs, Receivers, Remote Controls)TELUS Internet Equipment (Routers, Modems, Gateways)Network CardsPublic Access EquipmentCordless and Corded Phones (wireline)VOIP phonesVOIP Analog Terminal AdapterSatellite TV equipmentGlobal Positioning System (GPS) equipmentVideo and telephone conferencing equipmentBatteries associated with these y/english/about us/for our customers/regulations %26 policies/environmental policy/ewaste stewardship2. Public Education Materials and StrategiesProvide a brief overview of the key materials and strategies used to promote awareness of the program. Identifythe various types of outreach (i.e. face to face, social media, traditional media, etc.) utilized.Reference: Recycling Regulation – Part 2, section 8(2)(a) a description of educational materials and educational strategies the producer uses for the purposes of this Part126.96.36.199.5.6.Call Centre Awareness – call centre representatives are informed about the program and are equipped with theinformation necessary to advise customers of their equipment return options.TELUS Call Centre representatives coordinate pickup and return of business customer equipment to TELUS.Return mailer kits including return instructions provided to TELUS TV and TELUS Satellite TV customers. Thisprogram was expanded in August 2013 to include all TELUS TV and high speed internet access (HSIA) customers.TELUS Website – the website contains information for residential and business customers on how to return itemsYellow Pages (ecoGuide) – includes appropriate TELUS equipment return eco-BC/vancouver/2011030701/#0TELUS participates in the RCBC Recycling Hotline service.Page 5.
TELUS Communications Company 2013 Report to Director, Waste Management7.8.TELUS Technician Awareness – our technicians are informed about the program and TELUS’ commitments to ourcustomers with respect to equipment being returned.TELUS Team Members Awareness –team members are provided with current information regarding the return ofelectronic equipment in this plan thru a number of mechanisms. Mechanisms include online process information onour internal company website, inter-company bulletins, TELUS Green Teams, internal social media, and as requiredone on one email and phone conversations.3. Collection System and FacilitiesProvide a brief overview of the way in which the stewardship agency collects the products from the consumer (i.e.depots, return to retailer, collection events, etc.). If available, list the number of collection facilities in each regionaldistrict and identify changes in the number, location, and method of collection from the previous year to thepresent year. If the list is extensive, consider including a summary and attaching a separate document or URL.Reference: Recycling Regulation – Part 2, section 8(2)(b) the location of its collection facilities, and any changes in the number and location of collection facilities fromthe previous report;Eight collection facilities owned by TELUS or TELUS Contractors/Vendors receive customer returns through recoverymechanisms. Both TELUS Technicians and TELUS Contractors recover equipment from customers and return to collectionfacilities. To ensure that all of our customers have access to a collection facility, TELUS provides a mail back program. TELUSresidential customers have access to and Canada Post retail outlet in their area and TELUS business customer are providedwith a courier pickup service.Collection facility locations:Communication Test Design Inc. (CTDI), Delta BCTelmar Network Technology (Telmar), Calgary ABGEEP, Edmonton ABCcon Metals Inc., Abbotsford, BCMetalex Products Ltd, Richmond BCEdmonds Recycling, Langley BCSumas Environmental Services, Burnaby BCUTI Contract Logistics & Distribution, Brampton ONTo provide easy access to TELUS’ collection facilities in all Regional Districts, Canada Post, couriers (e.g. FedEx), and TELUStechnicians are recovery mechanisms that increase public access to the Collection Facilities. For example, Canada Post hasover 6,600 retail outlets across Canada. The Canada Post retail outlets and the location of each are available on the CanadaPost website at l/findPostOffice4. Product Environmental Impact Reduction, Reusability and RecyclabilityIdentify ways in which producers or the agency contributes to the reduction of environmental impact. For example,utilization of certified processors, R&D performed to improve recyclability / reuse of the product or components,examples of design for environment mechanisms used by producer members of the agency, reduction ofgreenhouse gas emissions. The producer may also wish to report on the status of any studies being undertaken toassist with the measurement of environmental impacts. Identifying successes is encouraged.Reference: Recycling Regulation – Part 2, section 8(2)(c) efforts taken by or on behalf of the producer to reduce environmental impacts throughout the product lifecycle and to increase reusability or recyclability at the end of the life cycle;Page 6.
TELUS Communications Company 2013 Report to Director, Waste ManagementTELUS has made significant efforts to reduce environmental impacts throughout the product life cycle and to increasereusability or recyclability at the end of the life cycle. For example, all recovered modems and TV set top boxes are testedand all products that pass the testing are refurbished and reused up to three times before the product is considered for thenext step in our product pollution prevention hierarchy.When TELUS has exhausted all reuse mechanisms (e.g. redeployment within TELUS internally or our customers, resaleopportunities) products that are end of fate TELUS uses ISO 14001 certified processors to recycle the products.5. Pollution Prevention Hierarchy and Product / Component ManagementProvide a brief overview of the way in which the collected product is managed and how those outcomes relate tothe pollution prevention hierarchy. Provide breakdowns by weight or percentage of product managed at eachlevel. Please also refer to third party assurance FAQs (original version dated November 22, 2012), distributed tostewardship programs by the Ministry.Reference: Recycling Regulation – Part 2, section 8(2)(d) a description of how the recovered product was managed in accordance with the pollution preventionhierarchy;Program Products collected are reported by End of Fate both by material commodity and by level on the Pollution Preventionhierarch:Reuse: devices that are either reused by TELUS or sold for the purpose of reuse or refurbishment for reuse.Recycle: products that are processed into an End of fate commodity (e.g. Ferrous Steel, Plastics, Aluminum, Copper,Glass, etc.).Recover: There currently are no processes for recovery into Energy although TELUS closely monitors developments in thisindustry.Waste: waste going to landfill or hazardous waste from all sources that is not reusable.Disposition HierarchyREUSERETURN TO INVENTORYRESALERECYCLEDISPOSEPage 7.
TELUS Communications Company 2013 Report to Director, Waste Management6. Product Sold and Collected and Recovery RateProvide a summary of the total amount of product sold, collection volumes and, if applicable, recovery ratesachieved by the program based on the approach included in the approved program plan. Also provide a summaryof total product recovered by regional district.Reference: Recycling Regulation – Part 2, section 8(2)(e) the total amount of the producer's product sold and collected and, if applicable, the producer's recoveryrate;(e.1) effective for a report required on or before July 1, 2013 and for every report required under subsection (1)after that date, the total amount of the producer's product recovered in each regional district;Program Product Collection Volumes (by weight): Total program product equipment 522 mt (up from 451 mt in 2012) 2 kgs Batteries 177 mt Consumer Batteries 3 mtTotal program product collection volumes during 2013 was 702 mt (up from 594 mt in 2012)Program Product Distributed into BC (by weight) Total program product distributed into BC during 2013 was 2,334 mt*we estimate this amount based on our inventory system however during 2012 we implemented new processes andcontrols to help strengthen our reporting recognizing that there is a minor net variance of less than 1% between thenumbers here and actuals.Program Product Recovery Rate: Program product recovery rate for 2013 was 21.23% (up from 16.10% in 2012). This is based on the number of unitscollected and the number of units distributed. It is important to note that TELUS primarily distributes rentalequipment and products that last for a number of years supported by network equipment that lasts for decades. Asa result the ratio on an annual basis of recovered products compared to what was distributed into the market mayseem small. However once you consider that the average lifecycle of our products is greater than 5 years a relativerecovery rate makes more sense. This should be further rationalized against an expanding install base.TELUS’ Customer Premise Equipment (Rental) Return Improvement Implementation Plan Development & Projectcommenced in August 2013 where TELUS provided returns kits to our rental customers in an effort to increase therecovery of set top boxes. We are pleased to announce that our recovery on set top boxes was an 88.22% increaseover previous year returns.Overall receipt of all Plan products recovered increased 30.90% over previous year.Reuse Rate: TELUS’ reuse rate is 107% as a result of TELUS’ robust disposition process. For example, TELUS will reuse mostconsumer products up to three times during its lifecycle. This demonstrates the results of our focus on the PollutionPrevention hierarchy.Page 8.
TELUS Communications Company 2013 Report to Director, Waste Management7. Summary of Deposits, Refunds, Revenues and ExpendituresFor those programs that charge deposits only:Include a summary of deposits received and refunds paid in British Columbia by the producers (by plan if agencymanages more than one plan). Attach a copy of the current year’s independently audited financial statements asan appendix.For those programs that charge a visible ecofee only:Include a summary of fees / rates charged by the agency and provide a summary of total revenues and expenses inBritish Columbia (by plan if agency manages more than one plan). Attach a copy of the current year’sindependently audited financial statements as an appendix.Reference: Recycling Regulation – Part 2, Section 8(2)(f) independently audited financial statements detailing(i) all deposits received and refunds paid by the producers covered by the approved plan, and(ii) revenues and expenditures for any fees associated with the approved plan that are charged separately andidentified on the consumer receipt of sale;TELUS funds the TELUS BC Electronics Stewardship Plan. No customers are charged an environment handlingfee.8. Plan PerformanceUsing the table below, provide a brief overview of the performance of the plan for the current year compared to thestated performance requirements and targets specified in the approved plan. If no specific targets have been set(e.g. new plans in first year of operation), specify baseline results, significant achievements and identify whentargets will be set.Reference: Recycling Regulation – Part 2, section 8(2)(g) a comparison of the approved plan's performance for the year with the performance requirements and targetsin this regulation and the approved planPlan Target1.2012 ResultsNo target wascommitted for2013Strategies for ImprovementCustomer Premise Equipment (Rental)Return Improvement ImplementationPlan Development & ProjectLaunched in August 2013Appendices / Additional Information and Third Party Assurance Third Party Assurance Statement for Non-Financial InformationReference: Recycling Regulation – Part 2, section 8(2)Including section 8(2)(h), any other information specifi