1) Our services

The National Library of Australia connects people across Australia and beyond with the nation’s collections and stories. Our vision is to connect all Australians with national collections, onsite and online.

As a cultural destination and one of Canberra’s national institutions we deliver our services from our buildings, reading rooms and exhibition galleries and national digital platforms, including the Catalogue and Trove.

We aim to provide clear, respectful, and professional assistance to all people who engage with us. We work to create safe, accessible spaces – physical and digital – that support research and creative exploration.

Services may vary depending on collection type, legal and cultural obligations, and access requirements, but are delivered consistently within this framework.

2) Equity, inclusion and cultural respect

We work to reduce barriers – physical, technological, cultural, attitudinal and procedural – so more people can benefit from our services. We aim to create environments and systems that allow everyone to access the Library with ease.

We recognise Aboriginal and Torres Strait Islander peoples as custodians of their cultural knowledge and heritage and work with communities to apply appropriate cultural protocols when managing, describing and providing access to materials relating to First Nations peoples.

3) Work in partnership

We recognise that strong services come from working with communities, not simply for them. We seek genuine input from people who use our services, cultural groups, publishers and self-publishers, educators, libraries, and creative partners to help shape future directions.

We collaborate with libraries, cultural institutions and community organisations across Australia to strengthen access to the national collection and share knowledge.

We work with publishers and self‑publishers to support legal deposit, bibliographic services, and the inclusion of Australian publications in the national collection, ensuring they are discoverable now and into the future. 

We provide clear information and simple ways to get help, supporting you to prepare for your visit and use our spaces, collections and online platforms safely and effectively.

4) Support research, discovery and collections care

We support research and discovery by helping people navigate our collections and by caring for them responsibly.

We balance access with responsible stewardship, ensuring that collection materials are preserved and remain available for future generations.

We provide guidance through our reading rooms, expert staff and online services. Access is provided in ways that balance public use with long‑term preservation, cultural responsibilities and legal requirements. Some materials require additional care, cultural consideration or rights clearance, and access arrangements reflect these responsibilities.

We use digital‑first approaches where appropriate to provide access while safeguarding original collection items.

5) Reliable and well‑maintained services

We strive to deliver reliable and well-maintained services and provide clear information about our public spaces, facilities, services and systems. Where possible, provide advance notice of major service changes or disruptions.

6) Staff commitment

People engaging with the Library can expect staff to be knowledgeable, professional and approachable. Staff act in accordance with the APS Code of Conduct to deliver ethical and accountable service. This supports public trust in the Library as a national institution.

7) Evidence informed, ethical and transparent practice

We use research, feedback and evaluation to continuously improve our services. We aim to make our decisions understandable and our processes transparent, strengthening community trust in the library as a national institution.

Feedback

Feedback is a key way the Library understands changing needs and evaluates whether its service principles are being met.  

We welcome comments, concerns, complaints, suggestions and compliments. Feedback helps us refine services, identify gaps, and adapt to changing research needs.

National Library Act 1960  
Visitor Code of Conduct 
Disability Inclusion Action Plan 2024–26  
Heritage strategy  
Child Safety Statement of Compliance 2025  
Collection policies and plans  
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