Anglo-Australian Observatory
Client Service Charter
 

Who We Are

The Anglo-Australian Observatory consists of the 3.9 metre Anglo-Australian Telescope (AAT) and the 1.2 metre UK Schmidt Telescope (UKST) on Siding Spring Mountain, outside Coonabarabran, NSW; and a laboratory in the Sydney suburb of Epping.

Our Purpose

The main purpose of the Anglo-Australian Observatory is to facilitate the best possible science through the provision of world-class optical and infrared observing facilities for British and Australian astronomers.

Our Clients

Our clients are the astronomers who are awarded, by independent time allocation committees in the United Kingdom and Australia, time to observe on Anglo-Australian Observatory telescopes.

About This Charter

This Charter sets out our commitments about the service we will provide to you. It also sets out what you can do to make sure you get the best possible outcome from your observing run.

The Observatory is committed to maintaining and improving the quality of its services. We will monitor our performance in meeting the commitments set out in this Charter and change it as necessary. Your suggestions for improvement would be valued.

The AAO will report on its performance in its Annual Report.

If You Have A Complaint

If you have a problem or a complaint, please let the Director know of your concerns and, if possible, how you think improvements might be made. You can phone him on +61 2 9372 4811, fax on +61 2 9372 4880 or email Director@aaoepp.aao.gov.au

What You Can Expect From Us

Courtesy

• We will be helpful and courteous in our dealings with you

• The AAT and UKST will be fully operational at the start of each night
• A technician will be on duty during the first part of the night to respond immediately to any technical problems
• At other times, there will be a two hour response time by the afternoon shift technician
• An AAT night assistant will be on duty all night and will operate the telescope. If there are any problems during the night, the night assistant will take immediate action either to fix the problem or arrange for someone else to fix it.

• An AAO support astronomer will get in touch with you at least four weeks before your observing run to confirm the details of your run.
• We will provide the instrumentation at the start of the evening that will enable you to undertake your scientific program as specified
• If requested, a support astronomer will be present for the first night to facilitate your obtaining the best possible data
• We will make available full documentation to guide you in carrying out your observations.

• We will provide adequate computer hardware and software to allow you to store, access and analyse all data acquired with AAO instrumentation during your observing run.

• Office space and facilities for each visiting observer
• A comfortable and functional control room
• A library with essential astronomical and technical journals and texts

• We will respond by the next working day to your inquiries
• We will make your Lodge bookings for you
• We will make bookings on the airline between Sydney and Coonabarabran for you and arrange a taxi to meet the plane at Coonabarabran

Arrive properly prepared for your observing run

• Make yourself familiar with and follow the safety guidelines (only accessible locally)
• Be thoughtful and considerate in the demands you make of AAO staff
• Make sure your data is recorded on a suitable backup medium at the end of your observing run
• Give us constructive feedback on how we may improve our service, using the observer report form
• If we do particularly well, let us know