Service Charter

Setting the standard

This Charter states the standards of service you can expect us to provide for you.

The Australian War Memorial is committed to commemorating in a fitting and dignified fashion the sacrifice of Australians who have died in war.

We want to assist all our visitors to understand the Australian experience of war and its enduring impact on Australian society. Our outreach programs seek to engage all members of the Australian community.

In doing so we intend to maintain the Australian War Memorial as the finest of its type in the world.

Your contact with us should be a positive and memorable experience. To this end we strive for excellence in our service delivery and we are committed to:

Conducting dignified national ceremonies of commemoration.

  • Making our commemorative area, the galleries and items in our collections accessible to all Australians.
  • Providing world-class exhibitions, with matching education programs and publications.
  • Having staff who are friendly, skilled and dedicated to helping you.
  • Dealing promptly and courteously with all enquiries, requests, correspondence and complaints.
  • Providing information that is easy to understand.
  • Ensuring your safety and comfort at all times.

Commemorative Area

  • A Commemorative area that provides a dignified place for contemplation and the paying of respect.
  • A courtyard and sculpture garden enabling the commemoration of units and organisations.


  • World class galleries covering the Australian experience of war and its effect on society.
  • Exhibitions commemorating special occasions and events.
  • Treloar Technology Centre containing one of the world's leading military equipment collections.

Education and Outreach Programs

  • High quality fully curated travelling exhibitions covering all areas of Australia.
  • A range of education programs for the Memorial visitor.
  • Outreach education programs for the community including Memorial Boxes covering a range of important military history topics.
  • An exciting interactive Discovery Zone, providing a 'hands on' experience for the young visitor.
  • Public events including tours, film screenings, gallery talks and presentations.
  • Publications, including Official Histories, Wartime and the Journal of the Australian War Memorial.

Research Centre

  • Provides access to an irreplaceable collection of official and unofficial diaries and papers, photographs, film, sound and art.
  • Provision of facilities for family history research.
  • On-line access for those who cannot visit.
  • Facilities for specialist and longer term researchers.
  • Grants to encourage military history research and publications.


  • Assistance from knowledgeable, courteous and helpful staff.
  • Prompt response to correspondence. Letters, faxes and emails will be responded to within 10 working days and your telephone enquiries within three working days if they cannot be dealt with directly.
  • A Memorial shop specialising in Australian military history, related memorabilia and souvenir items, with a mail order service.
  • Facilities for the disabled; including wheelchairs.
  • A fully equipped theatre with seating for 190 and extensive facilities for meetings and conventions.
  • A website on the World Wide Web.

Are you satisfied with our service?

We welcome both enquiries and suggestions as a way of helping us to improve our services. If you wish to make a comment you can email

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