Feedback

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.

Formal Complaints

A formal complaint is a statement of dissatisfaction where a formal response is sought, reasonable to expect, or legally required. If a complainant cannot personally lodge a complaint, they may authorise a third party to do so on their behalf.

The National Gallery's process for managing formal complaints is outlined here.

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 the online form may be used to consider the feedback and in conducting a complaint investigation.

Any personal information provided to the National Gallery will be handled in accordance with our Privacy Policy.

Anonymity

In order to respond to a formal complaint, the Gallery requires a name and contact information for the complainant or their representative. The Gallery will make every endeavour to maintain confidentiality throughout the 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 team 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.

Email feedback@nga.gov.au
Phone + 61 2 6240 6411

Head of Visitor Experience
National Gallery of Australia
GPO Box 1150
Canberra ACT 2601

If your feedback or complaint is about the Head of Visitor Experience, it should be addressed to the Head of Governance at the same postal address above.

For feedback about the National Gallery website or Search the Collection please email digital@nga.gov.au.