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Service Charter

Who we are?

The National Film and Sound Archive of Australia (NFSA) – Australia’s living archive – is a Statutory Authority, established by the National Film and Sound Archive Act 2008, operating to ensure the availability and preservation of Australian audiovisual content.

The NFSA aims to enrich Australia’s cultural identity by developing and preserving a national collection of recorded historic and contemporary sound, moving image and artefact works and making Australia’s audiovisual heritage available to all.

Why do we have a service charter?

We are committed to improving the provision of our services to you. This Charter describes the values that guide the NFSA’s activities, outlines the services we provide, describes the service standards that you can expect, and how you can help us improve our services and uphold our values.

Our vision

The National Film and Sound Archive of Australia (NFSA) is the world’s premier archive of Australian film, sound and new media cultural heritage.

Our mission

Our mission is to excite people’s curiosity and inspire their creativity through development, preservation and an informed understanding of Australian film, sound and new media heritage, its cultural diversity and significance.

Our values

  • Stewardship – we will collect, care for, preserve, manage and interpret the collection to the highest curatorial standards
  • Professionalism – we will be a reliable source of authentic evidence of Australia’s audiovisual heritage
  • Community and engagement – we will develop partnerships that extend the NFSAA’s networks and complement its status as a national institution of international renown
  • Leadership – we will share our expertise
  • Diversity – we will embrace diversity in all its forms, especially our Indigenous cultures
  • Openness – we will provide access to the collection through events, programs, online and with staff
  • Innovation – we will showcase expertise through innovative research, service provision, outreach and web-based programs
  • Curiosity – we will create relevant and stimulating learning opportunities to inspire visitors and users
  • Agility – we will be responsive, adaptable and flexible.

We expect our people to:

  • be committed to the NFSA and APS Values and Codes of Conduct
  • strive for excellence and be recognised for their professionalism, integrity and innovation
  • behave openly, respectfully, honestly and fairly to others
  • embrace diversity in all its forms
  • work together as a team, respecting a balance of tradition and innovation.

What you can expect from us

We will:

  • treat you with respect, fairness, equity and courtesy
  • be responsive, flexible and adaptive
  • provide easily accessible facilities such as wheelchair ramps, hearing loops in theatres, parking and toilet facilities for the disabled
  • provide you with information about decisions in a timely manner
  • provide a feedback service accessible by phone, email, fax or letter
  • respond to enquiries promptly and courteously
  • provide online access to national audiovisual collection information at nfsa.gov.au.

Help us to serve you better

You can assist us in serving you better by:

  • providing us with the information relevant to your enquiry in an accurate and concise manner
  • requesting items you wish to access prior to your visit
  • handling all collection items with care to ensure that the material will be preserved for future generations
  • acknowledging the NFSA and citing sources in your work
  • treating our staff courteously and respecting the rights of other visitors to the NFSA
  • letting us know how we can improve our services.

If you make a complaint, we will:

  • ensure you are treated fairly and with respect
  • aim to resolve the complaint on the spot. If this is not possible, we will aim to have the complaint resolved within 10 working days or advise you of the reason for any delay
  • ask you to be honest and reasonable in your expectations
  • respect your privacy and keep information about you confidential and in accordance with the Privacy Act 1988.

Tell us what you think

Your views about the NFSA’s services are important to us and help us to maintain a high standard of service.

If we have not met or exceeded the service standards, tell us about it and we will pass it on to the staff concerned. We have a feedback form to assist you.

If you have a complaint, talk to the person who provided the service in the first instance so that he or she is aware of your concerns and can try to improve the situation for you.

If you believe that the complaint cannot be resolved by that person, or your approach is unsuccessful, the Manager responsible for the service will welcome you contacting them.

If you feel that the issue remains unresolved, contact the General Manager, Corporate and Collection Services at:

National Film and Sound Archive of Australia
Reply Paid 2002
Canberra ACT 2600
Tel: 02 6248 2079
Fax: 02 6248 2165
enquiries@nfsa.gov.au

If you remain dissatisfied with the NFSA’s handling of the complaint or you still feel that the proper process of assessment was not followed, you many contact the Commonwealth Ombudsman by writing to:

Commonwealth Ombudsman
GPO Box 442
Canberra ACT 2601
Toll free: 1300 362 072

Privacy
The NFSA is committed to protecting the privacy of your personal information in accordance with the Privacy Act 1988. If you have any concerns about the use of your personal information, you may wish to contact the NFSA’s Privacy Officer on 02 6248 2142 or the Office of the Australian Information Commissioner on 1300 363 992 (a local call).

Last updated April 2011