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Archives New Zealand Access Service Statement

Archives New Zealand Te Rua Mahara o te Kāwanatanga is the guardian of the country’s public record. We ensure that public archives are preserved, well managed and accessible.

Access to the public archives is promoted through customer assistance and support in each of Archives New Zealand’s four reading rooms in Auckland, Wellington, Christchurch and Dunedin, our written inquiry service and our online presence.

Archives New Zealand is committed to providing quality service to all our customers. This Access Service Statement sets out the standards we aim to achieve. We are responsible to you for making sure that these standards are maintained. The Service Statement tells you what to do if you think there is a need for change or enhancement of the service we provide.

 

In our public reading rooms

• You will be served by helpful, clearly identified staff
• At the inquiry desk, we aim to serve you within five minutes, except during peak periods
• We will provide a Reading Room service which is open Monday to Friday, 40 hours per week in Wellington and 37.5 hours a week in our three Regional offices (except during public holidays)
• We will provide online and other search tools to help you identify, use and understand the records you need for your research
• We will provide access to the Reading Rooms free of charge and without appointment during normal opening hours
• Any restrictions on access to archives imposed by legislation, classification under the Public Records Act 2005, depositors’ conditions, or conservation requirements will be clearly explained to you
• Original archives are retrieved from the storage areas at regular intervals. We aim to retrieve archives within an hour of you ordering them.

 

On our response to written and telephone enquiries

• We will give our name when we answer the telephone
• We aim to answer the telephone within four rings
• We aim to respond to 85 percent of all inquiries received by letter, e-mail or fax within 15 working days, and 95 percent within 30 working days
• We will supply prompt advice as to the general availability and nature of the archives we hold and, where appropriate, suggest other lines of inquiry free of charge
• We will undertake research into the archives in response to limited and specific public enquiries for a fee
• We will direct you to other suppliers of research assistance if you require more extended research services
On the provision of reprographic copies
• We will supply printed copies or electronic copies of most archives required for private study for an appropriate fee (subject to any legal, copyright, or conservation restrictions)
• We allow researchers to use their own digital cameras in our reading rooms to make a copy of any archive you are viewing for personal research use
• If you don’t have a camera, we will loan you a digital camera to make copies
• We aim to despatch photocopies or electronic copies we make for you within 15 working days

 

On public services in general

• We will be courteous and professional at all times
• We will advise and train our staff to ensure they are able to treat all customers fairly and without discrimination
• We will ensure wheelchair access is possible to the Reading Rooms and the Meeting Rooms, and take positive steps to ensure services are accessible to people with disabilities
• In Wellington and Auckland, we will provide a readers’ lounge for customers to use
• We will publicly display guidelines and procedures covering the use of the archives and Reading Rooms
• We will, given reasonable notice, respond positively to requests for group visits to and tours of Archives New Zealand
• We will consult regularly with the Archives Council, Te Rua Wānanga; Te Pae Whakawairua, the Chief Archivist and Chief Executive’s Māori consultative group, and key stakeholder groups to gain their feedback on our services
• We will enable you to provide feedback and suggestions on our services, eg, feedback forms will be available and you can talk directly to our staff
• We will keep you informed of our services and consult you (via the display of public notices, the internet, and customer surveys as appropriate) on matters affecting the delivery and choice of those services.
To ensure we meet these standards
• We will monitor closely how we are performing against these standards and publish information in our offices, on the internet and via the Archives New Zealand Annual Report. We will indicate what action we take to rectify any dips in performance. We will also seek to involve you in reviewing these standards to ensure they accurately meet your requirements and expectations

• We are keen to listen to your views about our service. Archives staff will welcome comments or opinions or you can complete a Visitor Feedback Form available in our reading rooms
• We have a complaints procedure available on request and we are keen to hear of any instances where you think we are not meeting our standards.

 

In return we ask you to

• Be patient if there is any delay in assisting you at busy times
• Show courtesy to our staff and other customers
• Observe our procedures and guidelines, which exist to protect the archives