Quality Policy

Purpose. This policy sets the site's commitment to supplying paper and pulp that meet customer specifications every time and to a certified quality management system.

1.Commitment

Riverside will supply product that meets agreed specifications, will measure quality at every stage from fibre receipt to dispatch, and will act on every deviation. The quality management system is certified to the international quality management standard and to the chain of custody standard for fibre. Management will review quality performance monthly.

2.Specifications

Every grade has a product specification that sets basis weight, moisture, caliper, burst, ring crush, concora and brightness targets with limits. The paper machine will run to the specification for the grade on the production plan. Reels outside limits must be graded off-specification and must not be dispatched as first quality.

3.Testing and records

The laboratory will test reel samples on the schedule set for the grade and record results in the quality system. Operators will take and test process samples on every shift and record them in the Production Shift Log. Certificates of analysis will be issued for every dispatch from laboratory results and must never be issued from estimates.

• Basis weight and moisture every reel
• Strength properties every second reel
• Brightness on every de-inked pulp batch
• Pulp bale moisture and brightness every lot

4.Nonconforming product

Product that fails specification must be tagged, recorded and held in the nonconforming area of the warehouse. Disposition will be decided by the Quality and Planning Coordinator with the customer where required: rework, downgrade, sell as second quality or repulp. Nonconforming product must never be dispatched without a documented concession.

5.Customer complaints

Every complaint must be recorded on the day it is received, acknowledged to the customer within one business day and investigated to root cause within ten business days. Retained reel samples and the shift log records for the reels concerned must be reviewed. Corrective actions will be tracked to closure and the customer told the outcome.

6.Improvement

Crews will review quality results at every shift handover and the daily production meeting. Systemic problems will be addressed through structured problem solving led by the area supervisor with operator involvement. Improvement projects will be recorded with a baseline, a target and a measured result.