Guarantees of service

Information about our guarantees of service include services for the reading room; enquiries; copying; outreach; publications orders; and website

Reading room services

Clients with special needs

We aim to meet the special needs of clients visiting our Reading Room. If you have a physical or hearing disability, are visually handicapped or have special language needs, please contact us before your visit and we will endeavour to provide any special assistance you may require.

Staff assistance

Our Reading Room staff will offer expert and professional advice on all aspects of your research.

Retrieval of original records

Original (uncopied) records will be retrieved and delivered to you within 30 minutes.

Fragile records

A proportion of State archives are fragile and for this reason we may withhold access to the original archive until it has received attention from our Conservation staff. Archives will be checked on a case by case basis as they are requested either in the Reading Room or for a copy order. If an archive requires conservation treatment there will be a delay in the archive being issued and/or copied. Conservation treatments can take up to six months to be completed.

You will be notified if there is going to be a delay in an archive being issued and/or copied and if there will be additional copying charges for special format copying.

Enquiry services

Assistance provided

  • We provide you with guidance as to likely sources and the current availability of archival material
  • We provide assistance in validating personal information for rights and entitlement purposes
  • We assist you in confirming the correct references for documents that you want to cite in a publication.

We do not provide a research service

While we do not undertake research on your behalf a response to your enquiry will be sent within 20 working days. Working days are Mondays - Fridays, excluding Saturdays, Sundays and public holidays. We will also refer you to organisations that maintain lists of professional researchers.

Copying services

In-house copying services

We can provide copies of most of the material we hold if you can supply the correct references to the records. Costs apply for this service.

External copying services

The standard turnaround time for copying orders completed externally is 20 working days. Working days are Mondays - Fridays, excluding Saturdays, Sundays and public holidays.

Ordering copies online

Urgent copying orders

Urgent orders - on application only. Please contact the Reprographics Officer at

Outreach services

We aim to provide a range of talks, tours and seminars, which meet our clients' research needs. Fees may be charged for these activities.

  • See the Activities Program

For further information contact the Manager, Access Services on +61 2 9673 1788 or email the Manager for more information at

Publications ordering service

We have a number of publications available for sale. See our publications catalogue for further information. We aim to respond to all requests for publications within 20 working days or provide an explanation as to why we cannot fill the order. Working days are Mondays - Fridays, excluding Saturdays, Sundays and public holidays.


We aim to maintain our website with timely and accurate information about our services and products.

Community Advisory Committee

We have an Advisory Group that represents our clients.

  • More information on the Advisory Group

How you can help

We appreciate any feedback about our services. Our staff are always happy to discuss ideas or concerns you may have about our services. Please feel free to raise any questions with the staff member with whom you are dealing or, if you prefer, someone else from the area. You are also most welcome to write or email us about any aspect of our services.

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