The National Film and Sound Archive’s (NFSA) service charter sets out our commitment to delivering high-quality, responsive and inclusive services.

It outlines who we are, the standards you can expect when engaging with us, and how you can provide feedback to help us continually improve.

Who we are

The NFSA is Australia’s premier audiovisual archive. We are a Statutory Authority, established by the National Film and Sound Archive of Australia 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 3 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.

Purpose of a service charter

We're committed to improving how we provide services to you.

This charter describes:

• the values that guide the NFSA’s activities
• the services we provide
• the service standards you can expect
• how you can help us improve our services and uphold our values.

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 people with disability
• 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 www.nfsa.gov.au.

Help us serve you better

You can assist us to serve 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 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'll:

• ensure you're treated fairly and with respect
• aim to resolve the complaint on the spot. If this isn't possible, we'll 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 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. Use our general feedback form.
• If you have a complaint, talk to the person who provided the service in the first instance so they are aware of your concerns and can try to improve the situation for you.
• If you believe the complaint can't be resolved by that person, or your approach is unsuccessful, the Manager responsible for the service will welcome you contacting them.

If you feel the issue remains unresolved, contact the Executive Office at: 

National Film and Sound Archive of Australia
Reply Paid 2002
Canberra ACT 2600
Tel: 1800 067 274
Email: enquiries@nfsa.gov.au

If you remain dissatisfied with the NFSA’s handling of the complaint or feel 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
Tel: 1300 362 072