Client Service Charter

The National Museum of Australia is a recognised world-class museum exploring Australia’s past, illuminating the present and imagining our shared future.

The National Museum of Australia is committed to creating a welcoming, inclusive and safe environment for everyone.

Our staff and volunteers will provide you with a range of services to ensure your visit is inspiring, fun and educational, and we ask for your help and cooperation in doing so.

When visiting the Museum we will treat you with respect, provide you with the best information possible and assist you with a wide range of options to ensure your visit is a high-quality cultural experience (including our online platforms).

We will:

• acknowledge and welcome you
• inform you through our exhibitions, programs and stories
• provide a range of quality merchandise in our retail outlets and online
• be friendly, courteous and responsive at all times
• answer your questions as best we can
• provide you with information and directions
• inform you of our accessibility support services and facilities, such as free wheelchair and electric scooter hire, audio headsets and hearing induction loops.
• do our best to ensure a safe and comfortable environment
• provide staff who are knowledgeable and enthusiastic to assist you.

We ask you to:

• please be guided by instructions from our staff
• please treat our staff and other visitors with care and respect
• be reasonable and fair in your expectations.

We have zero-tolerance for verbal abuse, sexual harassment and discriminatory, bullying or threatening statements or behaviour (including online) that poses any risk to the health or safety of other visitors, the Museum’s workers, the collection or the building.

The Museum may refuse or revoke the admission of onsite visitors whose conduct we believe violates the conditions of entry to the Museum or the National Museum of Australia Regulations, or breaches expectations outlined in this charter.  

The expectations of this charter also apply to visitors to and users of our online platforms, including social media.

Feedback

The National Museum of Australia welcomes your feedback.

If you write a letter, email or telephone to provide feedback and request a response, we will respond to you as soon as possible, or within 10 working days.

Complaints

If you make a complaint we will:

• ask you to contact a member of staff in the first instance
• ensure you are treated fairly and with respect
• aim to resolve the complaint directly with you. If, due to the nature of the complaint, this is not possible, we will aim to have the complaint resolved within 10 working days or advise you of the reason for any delay.
• ask you to be reasonable in your expectations
• respect your privacy and keep information about you confidential and in accordance with the Privacy Act 1988.

Client Services Manager
GPO Box 1901
Canberra City
ACT 2601
Telephone: +61 2 6208 5006

If you are dissatisfied at any time with our handling of your complaint, you may contact an office of the Commonwealth Ombudsman.

Commonwealth Ombudsman
GPO Box 442
Canberra
ACT 2601
Telephone: 1300 362 072 (toll free)