Service Charter - January - June 2021
Our work practices are currently going through a period of adjustment, and there may be delays in processing Copies Direct requests.

Processing refers to the time it takes us to action your request. It does not include the time taken for the request to reach us or for copyright and/or cultural clearances to be completed.

Our service is going through a period of adjustment and delays are to be anticipated. You will be contacted if the service you have requested is not available.

For large or complex copying requests delivery times will vary. In these instances you will be contacted and we will advise accordingly.

Services available

National Library collections

Books, journals and serials, magazines, music, newspapers

  • Routine requests will be processed in approximately 5 business days.
  • Priority requests will be processed in approximately 3 business days. Priority service may not be available for complex orders or offsite collections. We will contact you if we cannot fulfil your priority timeframe.

Maps, manuscripts, oral history recordings and transcripts, pictures, photographs

  • Routine requests will be processed in approximately 30 days.
  • Priority requests are not available for these formats.
  • Rights and/or cultural clearances may be required for some materials. There may be delays to delivery timeframes where clearances are required. We will contact you where delays are expected.

Material requested from another library (interlibrary loan/copy requests) on your behalf

Australian libraries

  • Routine requests will be processed in approximately 10 business days.
  • Priority requests will be processed in approximately 5 business days.
  • Request processing does not include delivery to the National Library. Delivery times may be longer than usual due to the impact of Covid-19 restrictions and increased demand for postal services.

International libraries

  • Request processing does not include delivery to the National Library. Delivery times may be longer than usual due to the impact of Covid-19 restrictions and increased demand for postal services.

How do I check on progress with my order? 

If you do not receive the reproduction or loan you ordered in the timeframe you selected, please email us. To ensure that we are focused on supplying Copies Direct orders, we may limit the number of responses we provide to repeated requests for status updates. We are not able to provide notice before orders are charged, please make sure your account has sufficient funds.