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Service Charter

Service Charter

Who are we?

The NFSA is Australia’s premier audiovisual archive. The NFSA is a Statutory Authority, established by the National Film and Sound Archive Act 2008. Our mission is to collect and preserve Australian film, recorded sound, broadcast, and their associated documents and artefacts, and to share and celebrate this collection with audiences worldwide.

We exist to perform three vital functions:

  • Collect audiovisual works and associated documentation that reflect all aspects of Australian life and our diverse communities
  • Preserve the collection in accordance with international standards and working within our resources, to ensure permanent access
  • Share the collection so its stories form an ongoing part of the evolution of our culture.


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 NFSA’s vision is to be Australia’s ‘living’ archive – relevant, engaging and accessible to the world.


Our mandate

The NFSA exists to develop, preserve and share Australia’s national audiovisual collection and make it available to audiences worldwide.


Our values



We care about what we do


We are sincere in our intentions and actions


We strive for excellence through continual improvement and innovation


We work together to achieve results


We expect our people to:

  • commit 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


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 Business Affairs at:

National Film and Sound Archive of Australia

Reply Paid 2002

Canberra ACT 2600

Tel: 02 6248 2043

Fax: 02 6248 2165


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 may contact the Commonwealth Ombudsman by writing to:

Commonwealth Ombudsman

GPO Box 442

Canberra ACT 2601

Toll free: 1300 362 072



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 Contact Officer on 02 6248 2043 or email:

You can also contact the Office of the Australian Information Commissioner on 1300 363 992 (a local call) or email: