Client Services

Geoscience Australia has a dedicated Client Services team who are available to assist you with general enquiries regarding Geoscience Australia’s work program, our products and services including web based services, publications, maps and other information.  To see a full list of available products, please visit our Data and Publications catalogue.

If you have any questions or need help locating a product or service, our Client Services team are happy to assist you.  You can contact the Client Service team in the following ways:

Freecall within Australia: 1800 800 173
International:  +61 2 6249 9966
Email:  ClientServices@ga.gov.au
Online form:  http://www.ga.gov.au/contact-us 

Client Services staff are available to assist you between 9 am to 4 pm on standard business days.

Geoscience Australia is committed to providing a high quality customer service to our stakeholders.  Our staff will work honestly, ethically and professionally at all times.  This includes acting with care and diligence in providing consistent, accurate and impartial advice and respecting and protecting the confidentiality of your information.  To see the full list of behaviours, please visit the Geoscience Australia Service Charter page.

Enquiry Response Timeframes

For enquiries received via email (ClientServices@ga.gov.au), the Online Contact Form, or telephone (1800 800 173), we will respond within:

  • Five (5) working days for standard enquiries.
  • Ten (10) working days for complex enquiries.

Product Order Dispatch Timeframes

Product orders will be dispatched within three (3) working days from receipt of order.  Where we become aware that there is a risk to meeting the service standards specified, we will advise you as soon as possible, via email or telephone, of the expected date of dispatch.

Faulty Products

Any products purchased from Geoscience Australia that arrive in a damaged condition, will be replaced at no additional cost to the customer, subject to the following conditions:

  • The customer notifies Geoscience Australia’s Client Services team in writing within 14 days of receipt of the faulty goods and include:
  • Details of the damage incurred,
  • A photo that clearly shows the damage to the product and it’s packaging; and
  • Reference details of your purchase to assist us with identifying your order - e.g. purchase order number and/or date of purchase.

Please note, products may not be returned and will not be replaced if you received what you ordered but have decided you no longer want the product, found it cheaper somewhere else, ordered the wrong product or do not like the product.

Please contact the Client Service team if you have any questions regarding these conditions.

Geoscience Australia has many of our products available for purchase directly from us, including topographic maps from 1:50,000 to national scale, hydrogeological and geological maps and various other publications. The full catalogue of available products is provided within our online Web Store.

In addition, most of our products are also available for free download in digital form. You can access these using our Data and Publications Search tool.

If you require any assistance with purchasing or downloading any of our products, please contact our friendly Client Services Team who would be happy to assist.

Freight

Geoscience Australia uses Australia Post and courier services to dispatch our products. Delivery costs are calculated for each order based on packaged weight, product size and delivery location. Please note that PO Box addresses will unfortunately incur an additional shipping charge per order.

Distributors

Geoscience Australia has a distributor network who retail Geoscience Australia's maps and books in various locations throughout Australia. Click here to see a list of our Distributors.