Department of Education - Archives Office of Tasmania

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Customer Service Charter

Community Knowledge Network Customer Service Charter

The Community Knowledge Network aims to enrich the lives of all Tasmanians by creatively linking them to information, knowledge and each other.  It brings together the State Library of Tasmania, Archives Office, Online Access Centres and Adult Education.

Our values

  • We are a customer-focussed organisation.
  • We respect people and knowledge.
  • We develop and deliver our services in partnership with our community.
  • We are committed to innovation, excellence and flexibility of service delivery.
  • We will develop our knowledge and skills to meet the changing needs of our clients.
  • We apply professional and ethical principles in all of our activities.
  • We promote equity and intellectual freedom through our programs and services.  

The services you can expect from us

We are focused on your needs

  • Staff are courteous, friendly and helpful.
  • We listen to clients and take into account your particular needs.
  • We respect your privacy.
  • You can identify our service delivery staff by an identity badge.  

We provide easy access to our services

  • You can access our services in multiple ways, such as in-person, online or by phone.
  • We provide clear, accurate and consistent information about our services and how to use them. 
  • Staff have the knowledge, authority and responsibility to deal with your enquiries or be able to refer you to someone who has. 
  • If we are unable to provide you with a service or access to resources we will:
    • give you a reasonable explanation and
    • advise you of an alternative if possible .
  • We provide assistance in using our facilities and equipment to enable you to access our services.
  • We ensure our websites are up-to-date, well-organised and provide information about our services to all clients.  

Fees and charges

  • Information on chargeable services is provided at our service delivery points and on our websites.  Where costs are involved, you are advised in advance.   

Timely service delivery

We provide our services in a timely manner.  You will be referred to the appropriate person with a minimum of delay. If there is a delay, you will be advised.

In person

  • We aim to give you assistance within 5 minutes of your arrival at a service point.

By phone

  • We aim to answer telephone calls within 90 seconds with the staff member’s work area and name identified.  Calls are switched through if staff are absent.
  • We aim to acknowledge or respond to telephone messages by the next working day.

Written communication

  • You can expect us to acknowledge or reply to your written communications as soon as possible and at the latest within 5 working days of receipt.

Help us to help you

You can help us to help you by

  • Showing respect to our other clients
  • Treating our staff courteously
  • Providing us with relevant information required to deliver a service
  • Treating our facilities with due care
  • Helping to ensure the resources we hold on behalf of the Tasmanian community are protected
  • Observing local codes of conduct or specific advice or guidelines provided.

We monitor and evaluate our customer service performance

We regularly monitor and seek to improve the quality of our customer service to the aims of our Customer Service Charter.  Comments, complaints and action taken are regularly reviewed for the purpose of service improvement.

Your feedback

We value your comments on both the delivery of our services and our Customer Service Charter.  They can help us to improve our services. Please send your comments to taho@education.tas.gov.au