The Way We Work

    1. How do I log in to Compass?

      • When Compass is made available for you to use, you will receive an E-mail with the web address for Compass (www.fxgs.com.au/compass), your User Name (your E-mail address), and Password.
      • On your first login Compass will ask you to change your password to something easier for you to remember. You should regularly change this password.
      • If you think you should have a login to Compass but don't have one, please call 1300 307 847. Our Customer Service Representative will take your information and organise for someone to call you.
    2. How do I order something through Compass?

      • Print and Production (if the service is provided by us at your site)
        • Login to www.fxgs.com.au/compass using your e-mail address and password.
        • Select the Print and Production service image.
        • Enter a Job Name, Cost Centre and Due Date.
        • Attach the files for printing and select convert to PDF if required.
        • Enter Print Details such as quantity, colour or black & white, double or single sided.
        • Enter the delivery details.
        • Submit the Job
        • You will now receive a confirmation, Job number, and a confirmation Job Submitted E-mail.
        • Any Print and Production request in Compass is referred to as a Job, and will have a unique Job number.
      • Design Services (if the service is provided by us at your site)
        • Login to www.fxgs.com.au/compass using your e-mail address and password.
        • Select the Design Services image.
        • Enter a Job Name, Cost Centre, Due Date and required product type.
        • Enter in the design details that tell us information about the Design request.
        • Submit the Job
        • You will now receive a confirmation, Job number, and a confirmation Job Submitted E-mail.
        • Any Design request in Compass is referred to as a Job, and will have a unique Job number.
      • ePrint Sourcing (if the service is provided by us at your site)
        • Login to www.fxgs.com.au/compass using your e-mail address and password.
        • Select the ePrint Sourcing image.
        • Enter a Job Name, Cost Centre, Quantity and Description.
        • Submit the Job
        • You will now receive a confirmation, Job number, and a confirmation Job Submitted E-mail.
        • Any ePrint Sourcing request in Compass is referred to as a Job, and will have a unique Job number.
    3. What happens once I submit a Job in Compass?

      • For each Job submitted through Compass we will review the detail that you entered. If there is something that we want to clarify or adjust, we'll contact you. Once we have all the correct information we'll update the Job so that you can view it in the Compass system.
      • The status of the Job will be updated automatically in Compass. When you log into compass you can see any Jobs that require you to do something in the "Jobs requiring your attention" section of the page. Jobs under the "Current Jobs" are shown to keep you updated as to their progress.
      • If you asked for a Quote, we'll prepare one in Compass and an e-mail will be sent to you to review the quote and approve or decline it.
        • Quotes and Estimates
          • Compass may provide an online estimate for the cost of a print job. This figure is not a quote, but is provided to simply allow the user to gain an indicative understanding of the different cost components of a print job. It is based on a number of assumptions that the system makes on your behalf. If you require firm pricing, please select the 'Quote Required' check box.
          • If you have requested a quote, our staff will review the job, contact you to clarify any questions they have, and then formally prepare a quote in Compass that will be sent to you via the system. A Quote is an agreed fixed price for a defined piece of work. Should the specifications of the required work change, then the quote becomes invalid. Should you require a new quote because your specifications change please contact the Services Centre and we'll be happy to help!
      • If you asked for a Proof, or a Design Concept, Compass will track the requested due dates and times and let you know when these are ready to review. Compass will also allow you to provide your feedback regarding these. If you do not ask for a Proof, it will not be provided.
      • Proofs
        • In the PrintCentre, a Proof is the first complete document of the requested print job. The production process is paused after this first document is complete, in order for you to review the document and let us know whether we can continue the print run or whether there is something that we need to rectify. The proof is counted in the total number of requested 'copies' so, for example, if you request 10 'copies' with 2 proofs, 2 will be produced and if they are correct, an additional 8 will be produced to complete the run. If you want 10 copies plus a proof, please enter 11 copies and select 1 proof. If at this point you wish to change the specifications of the job, we will amend the job specifications and provide another proof if needed. In this particular case, we will bill you only for the work completed to that point, and the subsequent work required to complete your request.
        • A design Proof is produced for you to view and approve the final design (e.g. look, layout, typography and bleeds) before it goes into production. If a proof is printed, there will be a charge for producing the hard copy output. If, at this point, you wish to change the specifications of the job, we will amend the job specifications and provide another proof, if needed. In this particular case, we will bill you only for the work completed to that point, and the subsequent work required to complete the job.
      • Compass will remind our staff when requested due dates are getting close, and when we need to remind you of activities that you need to perform such as reviewing quotes and proofs.
      • With Design Jobs, Compass will let us know whether you want to meet with the designers at different stages of the design process to see how it is going and get further feedback.
    4. What about Security?

      • While Compass is a web-based application, the architecture is designed to ensure that the actual print and design files remain within your company's network, therefore enjoying all the security that it provides.
      • Please note that in some circumstances we may use 3rd parties to perform the services. In such circumstances, and when otherwise reasonably required by us, we may take your print and design files outside of your company's network in order to provide the services.
      • If your work has special security requirements please indicate this to us so that we can work with you to accommodate these needs.
    5. What happens when it's ready?

      • When we complete these Jobs, we enter the final costs into Compass and Compass will let you know that the Job is complete and ready for you to review.
      • Compass will give you an opportunity to rate our service to you so that we can continually work on improving our delivery of services.
      • For Jobs that have a physical delivery we will use the agreed method of delivery as specified in Compass. Compass will let you know when this is ready to happen.
      • For Jobs that are electronic in delivery, Compass will let you know that they are ready and usually provide a Thumb Nail of the finished files for your reference.
    6. What if Compass is not available?

      • If for some reason Compass is not available, contact your Site Representative and they will organise an alternative method for you to get the Job to us.
      • Our sites generally have work-around processes in place should such an outage occur.
      • If you don't know who to contact or do not have a Site Representative, call (Australia) 1300 307 847. Our Customer Service Representative will take your information and organise for someone to call you.
    7. General Service expectations

      • Compass will usually send a Job Accepted email to you within minutes of you submitting the Job.
      • If meetings have been requested through Compass, you will usually be contacted within a few hours of Job Submission to organise times for this.
      • If there are queries that we have around the Job we will normally get back to you for clarification within a few hours.
      • If there is something that we need you to do for us by a certain date and time (like Review a Quote or a Proof) Compass will remind you when it is getting close to being due. Compass will also remind us in case you are unable to do this so that we can try and contact you or someone relevant to help.
    8. General Information

      • Unless otherwise agreed in writing with the Customer, or notified to you by us upon Job submission, a quote provided by Compass is valid for 20 business days.
      • To assist us in meeting your requested timeframes we will usually require you to sign off a quote or proof in a certain timeframe. This allows us sufficient time to complete the work. Compass will alert us if you miss a requested timeframe so that we can attempt to contact you or someone else in your absence. Unfortunately, in some cases this might affect our ability to deliver by the requested time, but of course, we will do our best to still meet your requested timeframes.
      • Nothing in this document excludes or limits anything contained in the Terms and Conditions of Use. If there is a conflict between the Terms and Conditions of Use and this document, the Terms and Conditions of Use prevail to the extent of any inconsistency.
      • Above all, we would really appreciate you contacting us to discuss any of your requirements. After all, we're here to help; our motto is 'we help people do great work'.