Feedback
The Library invites feedback on its products and services.
All complaints, compliments and suggestions for improvements are treated seriously by the Library. They help us ensure that we match user expectations and help to continuously improve the quality of service.
Our commitment to service
The Library monitors all formal compliments and complaints received, and any actions taken in response. We report on complaints and compliments received in our Annual Report and also assess and report on how well we are meeting the service targets set in our Service Charter.
The Library's Service Charter states our commitments to users, including targets for responses, turn-around times and expected staff behaviour. We encourage you to read the Service Charter, and contact us with your feedback.
Positive feedback
If you wish to compliment the Library on its services, products or staff, feel free to do so at the level which you think is the most appropriate.
Complaints
If you wish to lodge a formal complaint, the Library recommends that you make contact with the person in charge of the area concerned. This person is in a position to deal readily with your concern and resolve the issues quickly. You can contact the relevant person in charge by phone, or by letter or email.
If you feel that your concern has not been dealt with appropriately, we recommend that you write to the Director-General.
The Library investigates all complaints with impartiality and, if required, confidentiality. Usually, we will respond to your complaint within one week.
If you wish to know more about user feedback or the Library's Service Charter, please contact our Executive Support Branch on (02) 6262 1527
