Feedback
Key information
The National Gallery welcomes and values feedback. We are committed to providing a positive, safe and welcoming environment and are working constantly to improve the services we offer.
Our service charter outlines the services that we provide, what you can expect from us, and how you can assist us to make improvements. The service charter is available here.
If you would like to provide feedback or make a formal complaint, please consider the below guidelines.
Providing Feedback
Feedback is a compliment, criticism, comment or suggestion and can be positive, negative or neutral. Feedback does not require a formal response; however, you can provide your contact details and request a response. If you provide your contact details, the National Gallery may contact you for more information.
Feedback may be submitted via our online form, by telephone, personally, or in writing via email or letter.
Making a Formal Complaint
A formal complaint is a statement of dissatisfaction where a formal response is sought, reasonable to expect, or legally required. The National Gallery requires your contact details for this type of submission in order to provide a response. If you are lodging a formal complaint, this will be handled in line with the National Gallery’s Formal Complaint Process.
Anyone who is not satisfied with the services with which they are provided may lodge a complaint. If a complainant cannot personally lodge a complaint, they may authorise a third party to do so on their behalf.
Formal complaints may be submitted via our online form, by telephone, personally, or in writing via email or letter.
The complaint must include:
- complainant’s name and contact details OR if the complaint is being lodged on behalf of another person, that person’s name and their relationship to the complainant;
- an explanation of the complaint, describing what happened, how it happened and who was involved;
- any letters or memos which may be relevant to the complaint; and
- a suggested outcome being sought by the complainant.
Confidentiality
The information you provide in completing the online form may be used in conducting an investigation into your complaint.
We guarantee to maintain your confidentiality and privacy as far as possible while investigating your complaint. We will ensure that only those who need to know are given details about you or your complaint. If you demand absolute confidentiality, we will discuss with you suitable pathways to progress your complaint, noting there may be challenges present in investigating your complaint.
Any personal information provided to the National Gallery will be handled in accordance with our Privacy Policy.
Anonymity
In order to respond to Formal Complaints, the Gallery requires a name and contact details. This could be details of the complainant or a representative on their behalf. As noted above, the Gallery will make every endeavour to maintain confidentiality throughout the Formal Complaint Process.
Alternate options include:
- Providing Feedback anonymously through our online form, by telephone, personally, or in writing via email or letter; or
- Contacting the Commonwealth Ombudsman. Additional information is available below.
Access Requirements
Complainants with access requirements should make them known to the Visitor Experience Coordinator who will assist or make special arrangements where possible. See below for contact details.
Commonwealth Ombudsman
The Commonwealth Ombudsman can investigate complaints about administrative matters and can usually do so without disclosing the identity of complainants. Complainants who are concerned to maintain their anonymity should consider contacting the Ombudsman’s office.
Contacts
Email feedback@nga.gov.au
Phone + 61 2 6240 6411
Visitor Experience Coordinator
National Gallery of Australia
GPO Box 1150
Canberra ACT 2601
If your feedback or complaint is about the Visitor Experience Coordinator, it should be addressed to the Head of Visitor Experience at the same postal address above.
For feedback about the National Gallery website or Search the Collection please email digital@nga.gov.au.