Our commitment
At Museum Victoria we will demonstrate our commitment to high-quality customer service by providing:
- great places and spaces
- inspiring experiences
- knowledge through our collections and research
- innovative and creative staff
- environmentally responsible practices
- a museum of which all Victorians can be proud.
We will continually ask our customers how we can improve what we offer. What you tell us will influence the decisions we make about delivering great Museum Victoria experiences.
Our customer service policies and practices will be reviewed annually to ensure that we deliver on our commitments to you.
Our customers
Museum Victoria’s customers include: visitors to our venues, website and offsite programs; our members and volunteers; researchers; students; government agencies; cultural institutions; partners, sponsors and other stakeholders.
Our Service Standards
Museum Victoria’s Service Standards will help us to deliver a high level of customer service. Our staff will:
- warmly greet, welcome and orientate you
- help create a memorable experience for you
- follow your enquiries or issues to their conclusion
- take opportunities to inform you about available Museum products, services and facilities.
Please give us feedback
If you have feedback for us or want to make an enquiry, please let us know by:
- talking to a staff member at one of our venues or over the telephone
- completing a ‘Voice of the Customer’ form at any of our venues
- emailing or writing to us.
How to contact us
At our venues:
‘Front of House Staff’ and ‘Voice of the Customer’ feedback forms.
Post:
To the Customer Service Manager at (select a venue) Melbourne Museum,
Scienceworks, Immigration Museum, Royal Exhibition Building or IMAX at:
GPO Box 666
Melbourne VIC 3001
Telephone:
Melbourne Museum: 03 8341 7777
Scienceworks Museum: 03 9392 4800
Immigration Museum: 03 9927 2700
IMAX: 03 9663 5454
Discovery Centre: 03 8341 7111
On-line:
Via the Contact Us page.
Our response
When we receive a written enquiry from you a manager will investigate and respond in writing within 5 to 10 working days. If the matter requires more time to be resolved you will be informed of the intended actions and timelines.
We aim to meet your needs
If you are not satisfied with your Museum Victoria experience, we will aim to offer alternative arrangements or a monetary refund to the value of the ticket or service provided.
Anonymity and privacy
Museum Victoria respects the privacy of individuals and complies with the Information Privacy Act (Vic) 2000 in the collection, use, storage, management, provision of access to and disposal of information.