The Library’s Audit Committee met three times to consider external and internal audit reports.
Australian National Audit Office reports containing Auditor-General recommendations implemented by the Library during 2011–12 were:
The Audit Committee considered a number of internal audit reports, as listed on page 23.
The Library made a submission responding to the Attorney-General’s public consultation
paper, Extending Legal Deposit, and a submission responding to the National Cultural Policy Discussion Paper.
Under section 48A of the Commonwealth Authorities and Companies Act 1997 (CAC Act), the Minister for Finance and Deregulation (Finance Minister) may make a General Policy Order specifying an Australian Government general policy applicable to the Library, provided the Finance Minister is satisfied the Minister for the Arts has consulted the Library on the application of the policy. No General Policy Orders applying to the Library were made in 2011–12, although Council provided input into a General Policy Order proposing that the Commonwealth Fraud Control Guidelines apply to agencies operating under the CAC Act. The Australian Government general policies that apply to the Library under section 28 of the CAC Act are:
A claim that was lodged in the ACT Supreme Court in 2003 on behalf of Wagdy Hanna and Associates Pty Ltd, seeking damages for an alleged disclosure of information in respect of a 1996 tender process for one of the Library’s offsite storage facilities, remains outstanding. The court proceedings were held in December 2008, with Justice Richard Refshauge reserving his decision. The Library is awaiting the judgment.
During 2011–12, no issues relating to the Library were referred to the Commonwealth Ombudsman.
A visitor has lodged a complaint with the Australian Human Rights Commission alleging that the Library indirectly discriminated against the person on the grounds of disability. The Library is defending the claim and its actions, asserting there has been no unlawful discrimination.
The Library received and granted access to two requests under the Freedom of Information Act 1982 (FOI Act) and a third was received on 30 June 2012.
In December 2011, the Library was advised that the Office of the Australian Information Commissioner had closed an application for a review of a Library FOI decision in 2010–11. The commissioner advised that the application was invalid and the matter is finalised.
Agencies subject to the FOI Act are required to publish information to the public as part of the Information Publication Scheme (IPS). This requirement is in Part II of the FOI Act and has replaced the former requirement to publish a section 8 statement in an annual report. Each agency must display on its website a plan showing what information it publishes in accordance with IPS requirements. The Library complies with IPS requirements and a link to the scheme is provided on the Library’s website (nla.gov.au/corporate-documents/information-publication-scheme).
The premiums under the Library’s insurance coverage with Comcover encompass general liability, directors’ and officers’ indemnity, property loss, damage or destruction, business interruption and consequential loss, motor vehicles, personal accidents and official
The Library’s insurance premium received an 8.8 per cent discount as a result of its performance measured by Comcover’s Risk Management Benchmarking Survey. Under the terms of the insurance schedule of cover, the Library may not disclose its insurance premium price.
The Library continued to be represented at the Insurance and Risk Management Corporate Insurance Forum of cultural agencies, which holds regular meetings with Comcover to discuss insurance issues.
The Library serves a culturally and socially diverse community and aims to make its collection accessible to all. The Library’s collection includes material in over 300 languages. Its programs and services are developed with an emphasis on public accessibility and adhere to the principles outlined in the Australian Government’s Charter of Public Service in a Culturally Diverse Community. The Library is conscientiously implementing the charter and seeks to provide all Australians with the opportunity to access documentary resources of national significance. In particular, during 2011–12 the Library:
The Library’s Service Charter sets out its commitment to users, the standards of service
that users can expect and the mechanisms for providing feedback or making a complaint. Revised in 2011–12, the Service Charter is available online (nla.gov.au/service-charter) and
as a print publication.
During 2011–12, the Service Charter standards were met as follows:
The Library welcomes feedback and suggestions for service improvements. Feedback forms are placed throughout the Library and on the website (nla.gov.au/feedback). In 2011–12, 258 formal compliments and 126 formal complaints were received from users, as indicated in Tables 2.1 and 2.2.
Public Programs activities
Facilities and support
In addition, several hundred informal compliments were received from users of the Library’s Trove, Australian Newspapers and Copies Direct services.
Information and online services to individuals
Public Programs activities
Facilities and support
The Library provided explanations and/or apologies in response to all complaints and undertook remedial action to address them as appropriate. Complaints relating to car parking were referred to the National Capital Authority as the responsible body.
The Library entered into 31 new consultancy contracts during 2011–12, at a total actual expenditure of $741,491 (inclusive of GST). Major new consultancies involved the development of software for the Integrated Library Management System interface, the redesign of the Foyer and an energy review of lighting throughout the main building. Appendix E lists the new consultancies with an individual value of $10,000 or more. In addition, 16 ongoing consultancy contracts were active during the same period, involving total actual expenditure of $592,545.
Advertising and market research in excess of $11,000 for non-recruitment and non-tender services amounted to $72,000 (inclusive of GST), contracted to Adcorp Australia Ltd for newspaper advertising promoting the Library.