Information sheets

Standards of service

Australian War Memeorial Service Charter
Reading Room services
Copying services
Time taken to process orders
What if you are unable to visit?
What you can do to help us
Preserving our collections
Research Centre opening hours
Contacts

This information sheet states the standards of service you can expect the Research Centre to provide for you.

Australian War Memorial Service Charter

The Memorial's Service Charter states that the Research Centre provides:

access to an irreplaceable collection of official and unofficial diaries and papers, photographs, film, sound and art;
facilities for family history research;
on-line access for those who cannot visit;
facilities for specialist and longer term researchers; and
grants to encourage military history research and publications.

The Service Charter is available from the Memorial or on this website.

Reading Room services

Skilled reference staff will provide orientation to our services; explain how to use our databases, research guides and equipment; and help you plan your search.
In conjunction with the redevelopment of the Memorial’s Post-1945 galleries, a new administration building, the Bean Building, has been constructed to accommodate Research Centre staff. All collections have been moved temporarily to the Bean Building while the existing repository is relocated. The relocation of the collections has impacted on our retrieval and delivery times. It is expected that collection material can be made available within 2 days of the pink retrieval slips being submitted until the Reading Room closes in September. Pink retrieval slips must be date stamped by 3pm each day. All researchers are advised to contact the enquiry line prior to visiting on 02 6243 4315 or online via the Visiting the Research Centre form. If the material is not stored on site it may take up to 10 working days to retrieve and make available to you.
The Archives Act 1983 requires Commonwealth records to be made available for public access once they are 30 years old. Under the Act, however, some categories of records (such as those with sensitive personal information) are exempt from public access even after 30 years. We are required to make decisions about access within 90 days. Straightforward decisions will be made within 14 days. Referrals to the agency that created the records will take longer.
On your first visit, if you are requesting items from our closed stack area, you will be registered and issued with a Reader's Card.
Items from our closed stack area will be delivered to your desk. Only one box of official records (or a maximum of five items) will be given to you at one time. A limited number of items may be placed on hold to help you use your time efficiently. To minimise the chance of items being mislaid or lost from the Private Records collection, only one folder will be issued to you at any one time.
If any records you have requested are restricted from public access, we will explain why. If you wish to apply for the decision to be reviewed, we will tell you how to do this.
We will not disclose a reader's name, address or other personal details without their permission.

Copying services

Prepayment for copying services is required (see copying services).
We provide a public access photocopier for copying books and serials, microform printers, and printing facilities from online databases.
For preservation purposes, we undertake copying of original records on request. Approval of copying requests is given only if copying poses no risk to the physical condition of the records. Some other copying restrictions may apply. The time it takes us to complete your copy order depends on the size of the order and the number of requests we are processing.

Time taken to process copying orders

Orders are processed in order of receipt.
The desired maximum turn around time taken for copying is three weeks. In many cases, dependant in the size of the queue, the turn around time may be shorter. However, during peak periods, we may not be able to meet the desired turn around time.
We will produce the best photocopy possible given the state of the original record.
There is a commercial copying service for photographs, works of art, film and sound recordings. Copies of these items generally take four to six weeks to supply.

What if you are unable to visit?

Our website has information about our services, facilities and collections, and many of our databases and publications.
We will tell you whether we hold records that are relevant to your enquiry or advise you of possible alternative sources.
We will send you a list of private research agents if your enquiry requires substantial research.
Limited research assistance is provided in response to letter, fax, telephone or email enquiries. You can submit a reference question online through ReQuest. This is an online reference service. You can search a knowledge base for frequently asked questions (FAQ's). Your enquiry will be responded to within 3-10 working days. Limited research assistance can be provided in response to all enquiries. For example, we will tell you whether we hold records that are relevant to your enquiry or advise you of possible alternative sources.
We will respond to your telephone enquiry within three working days if it cannot be dealt with directly.

What you can do to help us

Obtain personal records of servicemen and women you plan to research before your visit. (see personal service records information sheet)
Look up our website before you visit.
You may contact us prior to your visit to discuss how we can facilitate your research. You can phone us or fill in a Visiting the Research Centre form on ReQuest.
If possible, order records before your visit to ensure the best use of your time.
Please address email enquiries using ReQuest, our online reference service, on our website.

Preserving our collections

To help protect and preserve our collections, please:

place items not related to your research-bags, newspapers, umbrellas, mobile phones-in the lockers provided;
take only essential items, such as pencils, note paper, purses and laptop computers, into the Reading Room;
handle all collection items with care;
use only pencils; and
do not remove anything from the Reading Room.

Research Centre opening hours

Telephone services

9am to 5pm , Monday to Friday, except ACT public holidays

Online Gallery

10am to 5pm, daily
Closed Christmas Day

Reading Room services

10am to 5pm, Monday to Friday
1pm to 5pm, Saturday
Closed Sunday and ACT public holidays

Contacts

Website: http://www.awm.gov.au
Telephone: (02) 6243 4315
Facsimile: (02) 6243 4545
Use our online reference service ReQuest to submit a reference question through our website.
Postal address:
Manager, Research Centre
Australian War Memorial
GPO Box 345
Canberra ACT 2601