The National Library of Australia aims to provide Australians with high levels of customer service. With your assistance and feedback, we seek to continuously improve our service to the Australian community by responding to the changing needs of our users; by providing access to the nation’s library collections and services; and by safeguarding our heritage building for future generations.

Dr Marie-Louise Ayres


Service Charter (46.54 KB)

This Charter sets out the standard of service you can expect from us. The Library will:

  • treat you with courtesy and professionalism and address any issues efficiently
  • communicate with you in clear, straightforward language
  • provide physical and online environments that are conducive to research and study, and are accessible for all Australians
  • welcome your suggestions and comments
  • deal promptly and appropriately with feedback.

Our purpose

The Library ensures that documentary resources of national significance relating to Australia and the Australian people, together with significant non-Australian library materials, are collected, preserved and made accessible through the Library and through collaborative arrangements with other libraries and information providers.

By offering a strong national focus in all that we do, and cooperating with others who share our goals, we support learning and creative and intellectual endeavours, and contribute to the continuing vitality of Australia’s diverse culture and heritage.

Our services

We are dedicated to meeting your information needs and facilitating access to our collections and services promptly and efficiently. Our services include:

Our targets

We aim to:

How you can help

To assist us in serving you more effectively, you can:

Providing feedback

We welcome feedback, both positive and negative, so that we are able to improve our services. All comments will be acknowledged, and the majority responded to within one week. For more complex issues, a resolution or explanation will be provided as soon as possible. There are no fees associated with making a complaint. The Library will handle complaints confidentially in accordance with our Privacy Policy.

Feedback can be provided in person to Library staff; via a User Feedback form (available in the Library’s Reading Rooms and at Information Desks) deposited onsite in the User Feedback box; and online.

If you believe the issue has not been resolved via these means, you may contact the Library’s Director-General:

National Library of Australia
Parkes Place
Canberra ACT 2600
Phone +61 (0)2 6262 1390
Web: User Feedback Form

If you are dissatisfied at any time with our handling of your feedback, you may write to the Commonwealth Ombudsman at the following address:

GPO Box 442
Canberra ACT 2601
Telephone: 1300 362 072

If you have a hearing or speech impairment, please contact us via the National Relay Service:

TTY: 133 677
Speak and Listen: 1300 555 727

Reporting and review

To ensure this charter continues to reflect community needs and expectations, it will be reviewed regularly for currency and a major review will be undertaken every three years.

April 2018


National Library of Australia
Parkes Place
Canberra ACT 2600
Phone +61 (0)2 6262 1111
Fax +61 (0)2 6257 1703
Website: Contact us