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Archives In Brief 18 - State Records' guarantees of service

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Read about our guarantees of service.

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, excepting probate packets, will be retrieved and delivered to you within 30 minutes. Probate packets are retrieved at set times during the day and will be retrieved and delivered to you within 30 minutes of the set time.

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 (see Archives in Brief 10) for guidance on the correct way to cite State archives).

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. We will also refer you to organisations that maintain lists of professional researchers. See Archives in Brief 16 for more information.

Copying services

Full particulars of our copying services are provided in Archives in Brief 75. Information about copying fees is provided in Archives in Brief 48.

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.

We aim to:

  • complete reading room orders (up to 20 pages) for photocopies of original material within 30 minutes
  • complete reading room orders (over 20 pages) for photocopies of original material within 3 working days
  • complete orders (up to 20 pages) for digitisation work within 20 working days and
  • complete copies ordered online within 20 working days or provide an explanation for those orders that do not meet the target.

External copying services

The standard turnaround time for copying orders completed externally is 20 working days.

Ordering copies on line

Urgent copying orders

The urgent copy order service is not offered at present.

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.

For further information contact the Manager, Public Access on (02) 9673 1788 or e-mail 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.


We aim to maintain our Web site with timely and accurate information about State Records and its services and products.

Community Advisory Committee

State Records has a Community Advisory Committee that represents our clients.

How you can help

We appreciate any feedback about our services. We have suggestion boxes in both the Sydney and Western Sydney Records Centres. 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 e-mail us about any aspect of our services.

© State of New South Wales through the State Records Authority, 2003.
This work may be freely reproduced and distributed for most purposes, however some restrictions apply. See our copyright notice or contact us.