Customer Service Charter

The NCVER Knowledge Management branch is committed to providing access to tertiary education research through a current, relevant, and innovative online resource and through reference expertise. This charter outlines our service commitment to VOCEDplus users.

Our service

Service description

Performance measures





VOCEDplus literature search


Interrogation of the VOCEDplus database to locate items relevant to a specific research topic

Interrogation of other web resources, to accompany a VOCEDplus search, available upon request

Reference services are available via telephone, email, and online through Ask a Librarian.

Requests will be acknowledged within 2 working days and information supplied as per agreed time-frames.

$130/hr + GST ($143/hr including GST)


Literature review


Analysis of literature obtained during literature search


Time estimates, if requested, will be supplied prior to work commencing.



Information expertise


Current awareness



  • VOCEDplus Highlights
  • Twitter
  • New titles
  • VOCEDplus News

Articles referred to in VOCEDplus Highlights will be found in VOCEDplus at the time of publishing.

Tweets advise publication of new titles and VOCEDplus Highlights.

New titles list updated as item records are published.

VOCEDplus news is published four times a year.

No cost




One-on-one training in using VOCEDplus

Group training or demonstrations


Requests will be actioned within agreed time-frames.

Cost recovery for travel and accommodation expenses.

Where costs are involved, users will be advised in advance.


$130/hr + GST ($143/hr including GST)


Resource access




Access to the VOCEDplus website, including bibliographic and repository content


Access will be available 24/7.

Staff will answer questions and assist where possible with the resolution of any problems experienced while using VOCEDplus within 2 working days.

No cost


Document delivery or interlibrary loan request


Loan of a book, conference proceeding, report, or thesis, OR printed or scanned copy of a journal article, book chapter, conference paper, or report


Requests are responded to within 5 working days.

Delivery times vary depending on urgency and availability. Average turn-around times are 1-2 days for documents and 5-10 working days for books.

Overseas loans are not permitted.

Where costs are involved, users will be advised in advance.


No cost for up to 10 items per week; requests exceeding the maximum limit per week will be charged at $16.50 per item




NCVER Library


Access to physical collection


Access will be considered on a case-by-case basis upon request.


No cost