Inquiry Service Charter

Purpose of this charter
QM is committed to providing our customers with excellent service and high quality information services and products. These commitments are outlined in our Inquiry Service Charter.

Our QM Customer Service Commitment

• We are committed to developing strong relationships with our customers
• We aim to provide accurate, relevant and timely information to satisfy our customers' needs
• We aim to continually assess and improve our customer service standards

Our Service Standards

• Friendly, helpful and professional staff
• Your inquiries answered promptly and courteously
• Staff who will provide information that is accurate and informative

Making Inquiries to the Inquiry Centre
Our Inquiry Centre staff are well informed, welcoming and friendly and will endeavour to assist you with your inquiries. Staff will:

• Provide information on subjects related to Queensland Museum collections and research via the web, programs, exhibitions and in response to inquiries.
• Provide information on Queensland Museum operations, programs and activities.
• Assist in the identification of animals and objects related to Queensland Museum collections
• Respect confidentiality and privacy of information
• Spend up to a maximum of an hour supporting your inquiry.
• Respond to short response inquiries (up to 10 mins), where possible, at the time of the inquiry.
• Investigate and respond to subject inquiries and identifications within 10 working days (M-F).
• Refer more complex inquiries to our scientists and cultural heritage specialists.

Further to this:-

If you email us we will:

• Acknowledge receipt of subject inquiries within 24 hours

If you write to us we will:

• Acknowledge receipt of subject inquiries and or objects for identification within 2 working days. Please include an email address or phone number with your inquiry.
• Respond to subject inquiries and identifications within 10 working days, preferably by phone or electronic means.

If you telephone us we will:

• Be available between 9am and 5pm each working day (M-F).

If you visit us at Queensland Museum South Bank we will:

• Support your inquiry by facilitating your use of our many resources.
• Issue you with a receipt if you leave objects or specimens with us for further investigation and respond within 10 working days regarding progress and/or outcome.

You can help us by:

• Providing relevant and accurate details regarding your subject inquiry
• Providing us on request with contact details, preferably including one electronic.
• Respecting our rules and procedures when using museum resources and facilities
• Where relevant, complying with copyright legislation
• Letting us know if our products or services are not meeting your expectations
• Contributing ideas and suggestions to improve services
• Treating us with courtesy

How to give feedback
We encourage you to provide feedback as this allows us to continually review our products and services. If staff are not able to assist you, you will be referred to the immediate supervisor or manager.

Inquiry Centre Address and Phone

Street: Inquiry Centre - on Level 3 of Queensland Museum South Bank Campus, Brisbane
Mail: PO Box 3300, South Brisbane BC, QLD 4101
Phone: + 61 (0)7 3840 7555
Fax: +61 (0) 7 4721 2093
Email: inquirycentre@qm.qld.gov.au