Appendix F

Performance against the Archives Service Charter standards

Standard	Performance
Our website will be available 98 per cent of the time. Planned downtime will be notified one day in advance.	All Archives’ websites (www.naa.gov.au and 10 satellite sites) were available more than 98 per cent of the time.
We will answer reference inquiries within 30 days, or advise researchers if there will be a delay.	The Archives answered 92 per cent of reference inquiries within 30 days. In cases where a response took longer than 30 days, researchers were advised of the reasons for the delay and given an estimated response time.
Our reference inquiry telephone number will be answered from 9.00 am to 5.00 pm each business day.	The Archives’ national reference service 1300 telephone number was staffed from 9.00 am to 5.00 pm each business day during 2005–06.
Our reading rooms will be open from 9.00 am to 4.00 pm each weekday as a minimum.	All reading rooms except the Canberra Reading Room are open from 9.00 am to 4.30 pm each weekday. The Canberra Reading Room is open from 9.00 am to 5.00 pm Monday to Saturday, and closes at 9.00 pm on Tuesday.
Records will be delivered within 30 to 90 minutes, except in Melbourne where records will be delivered within 24 to 48 hours, as the repository is distant from the Reading Room.	More than 99 per cent of records were made available within standard times in all Archives’ reading rooms. During 2005–06, 3500 metres of the most frequently used records held in Melbourne were relocated from the East Burwood repository to the North Melbourne building, allowing these records to be delivered to the Melbourne Reading Room within two hours.
Photocopy orders of less than 10 pages will be completed on the same day. Orders of more than 10 pages will be completed within 14 working days.	100 per cent of orders of fewer than 10 pages were completed on the same day and 99 per cent of larger orders were completed within 14 working days.
Access decisions on Commonwealth records will be made within 90 days.	The Archives completed 94 per cent of applications for access within 90 days. Longer response times were generally caused by the need to refer records to agencies or overseas governments for advice, or because records were not in the Archives’ custody.
Advice about the destruction of any record will be provided within 30 days.	All inquiries about destroyed records were answered within 30 days by providing information on the provisions of the relevant disposal authority.
We will respond to any complaint about our services within 10 working days.	The Archives responded to 95 per cent of the 13 complaints about the Archives’ reference services within 10 days. The Archives maintains a national complaints register to ensure a consistent record of complaints and their resolution is kept.