I need more help

Contact PROV. 1

Public Record Office Victoria. 1

Helpdesk Phone. 1

Helpdesk Fax. 1

Helpdesk Email 1

I’ve Forgotten My Password. 1

Public User: 1

How do I use a forgotten password question?. 1

Government User: 3

I need help with ordering records. 3

I need help with my research. 4

Training. 4

Help Feedback. 4

Contact PROV

Helpdesk Phone

PROV’s helpdesk can be contacted on 1800 657 452, Monday to Friday from 9am – 4:30 pm (not including public holidays). You can leave a message outside of these hours, and your call will be returned.

Helpdesk Fax

Fax correspondence to us on (03) 9348 5656.

I’ve Forgotten My Password

Public User:

If you registered as a public user, you may have chosen a Forgotten Password question, in which case you can use the ‘Forgotten your password question’ link.

If you haven’t set up a forgotten password question, contact PROV’s helpdesk (1800 657 452)

How do I use a forgotten password question?

If you have forgotten your password and want to reset it using a forgotten password question, click on the ‘Log in’ menu. From the Log in page, click on the ‘Forgotten you password question’ link.

Step 1: The Forgotten Password page will be displayed. Enter the User ID that you received at registration and click on the ‘OK’ button.

Step 2: The Forgotten Password Question that was selected during registration will be displayed. Enter the answer that you entered during registration and click on the ‘OK’ button. Remember that the answer is case sensitive.

Step 3: If the correct answer was entered, the Reset Password page is displayed. Enter a new password in the ‘New Password’ field. All characters except spaces can be used. For security purposes, don’t write down your password. It is best to choose a password that you will remember, but that will be hard for someone else to guess.

Re-enter the password in the ‘Confirm Password’ field and click on the ‘OK’ button. The new password for your account will be saved. The Access the Collection homepage will be displayed.

If an incorrect forgotten password answer was entered, you will need to contact PROV (1800 657 452).

Government User:

For security reasons, government users do not have a forgotten password question. If you are a government user and you have forgotten your password, contact PROV’s helpdesk (1800 657 452).

I need help with ordering records

Click here for help with:

· Direct Orders

· Ordering Wills and Probates

· Ordering Inquests

Contact our helpdesk (1800 657 452) for advice on ordering records. PROV staff do not take orders over the phone, but will help you order online.

If you need help handling any errors that occur while ordering, be sure to write down the error number and message so that PROV staff can give you specific advice.

If you are unable to order records yourself, you can request PROV to order on your behalf. You need to submit your request in writing, either by fax, email or letter, and include the following your User ID and name, and the Series number, Consignment number, Unit number and Item number, if it is an item, of the record/s you want to order.

E.g. VPRS 625

P0001

1564

Please include the words RECORD ORDER prominently in your fax or letter and allow three to five days for PROV to receive, process and retrieve your order.

Fax: (03) 9348 5656

Mail: PROV Helpdesk

Public Record Office Victoria

PO Box 2100

North Melbourne VIC 3051

I need help with my research

PROV produces Research Pathways and PROVguides to assist users with their research, and these are grouped under the ‘Research Tools’ menu. All research tools can be viewed online or downloaded as PDF files.

In particular, you may want to read the following research pathways and PROVguides:

· Research Pathway – Getting Started

· Research Pathway – Finding Records at PROV

· PROVguide 23 PROV’s Digitised Records and Online Indexes

· PROVguide 2 Copying Services

Follow this link to a list of all PROVguides.

You can call PROV’s helpdesk (1800 657 452) for advice on researching at PROV. PROV do not undertake research on your behalf. However, reading room staff are able to advise and assist you when you visit. We can also refer you to professional search agents who charge a fee for their services (see PROVguide 15 Search Agents).

Training

PROV provides training on how to use PROV’s online catalogue. Visit the PROV training web page to see what training is available.

Help Feedback

PROV welcomes any feedback about the Access the Collection online help. If you have any comments, please contact PROV via phone, email or fax, or in writing.