Customer Service

You can order subscriptions from your prefered agent or direct from CSIRO Publishing

If you have a specific request please use one of the of contact points below:

Email

• Customer Service for packages, back issues or bulk orders
• Technical assistance for our helpdesk
• Rights Manager for permission requests

Web Forms

• Access Help to report a technical problem
• Library Recommendation to suggest your librarian should subscribe
• Register or Update your details

Telephone

• +613 9545 8555
• 1300 788 000 (for the cost of a local call in Australia)

For your convenience we have put together this list of FAQs which may help to some of your questions.

What are the terms & conditions for using material on this site?
What online information is available on journals published by CSIRO Publishing?
How do I subscribe to the online edition of a journal?
How does my institution access the online edition?
How do I access my individual subscription online?
Why am I unable to use the online edition?
What is a PDF file and how do I view it?
Why do some files take a long time to download?
Why am I having trouble printing the PDF file?
Why am I still having trouble printing or downloading the PDF file?
How do I optimise the print quality of images embedded within PDF files?

View our terms & conditions for details on the various conditions that apply to using information on this site.

The full text of digital content is available to subscribers and on a pay-per-view basis for individual digital downloads.
There is a wide range of information freely available from the Journals home page. You may wish to try these direct links:

• Early Alerts - how to sign up for automatic notification of new journal issues.
• Subscription Options - how to obtain journals online, and prices for all our product options.
• Pay-per-View - how to download individual papers on a pay-per-view basis.
• Register/Update Details - a form to register and make changes to your subscription delivery details.
• Access Help - a form for subscribers experiencing access problems.
• Reprints - how to find and obtain reprints.
• Help/FAQ - information and frequently asked questions of particular relevance to journals.
• Society Publishing - journal publishing partnership information for societies
• Copyright/Licence to Publish - details regarding copyright with links to our Licence to Publish form
• KBART (Knowledge Bases And Related Tools) - journals metadata listing (CSV 9KB).

Or you may wish to use the powerful search and browsing functions on the journal pages to locate:

• journal papers in press
• contents pages of recent issues
• title, author and abstract details of all papers published since 1997
• contact names and editorial policies for a journal.

Access to the full text of the online edition is restricted to registered subscribers. For further information see our subscription options and rates pages.

When subscribing to the online edition, your institution will be asked to provide CSIRO Publishing with its internet protocol (IP) address and domain name, which are then registered with our access control system. When staff at your institution wish to use the online edition, your IP address and domain name are checked and access is granted instantly, without the need to stop and enter a password or ID information.

Please note that a subscription to the online edition allows users such as large libraries and academic departments at a single location to register a Class B IP address. Contact your Internet service provider or IT support staff if you are uncertain of your IP address. A Multi-campus Licence is available by negotiation. If interested, please contact CSIRO Publishing Sales at: publishing.sales@csiro.au

When subscribing to the online edition, you will be asked to provide CSIRO Publishing with your email address. We will then send you a user name and password so you can login to the full text from the abstract page of any paper. If you have forgotten your password or experience problems accessing content please contact: publishing.help@csiro.au

If you are unable to access the online edition, it may be that your institution has not yet registered its IP address and domain name with CSIRO Publishing. Please contact your librarian and make sure you have a current subscription to the online edition. You should also ensure that you are accessing the journal via the IP address supplied by your institution. For example, access may be denied if you are attempting to access the journal via an unregistered server located at a remote site from your main institution, or from elsewhere in a multi-site institution. If you are the nominated library administrator you can update your registered IP details through our online form or email: publishing.help@csiro.au

The papers in our online editions for each journal are Portable Document Format (PDF) files and can be viewed with Adobe® Acrobat® Reader®. If you have not yet installed this software on your system it can be downloaded (for free) from Adobe´s website. Acrobat Reader will open when you choose to view a paper on-screen or print a copy.

You may find the following suggestions helpful.

• Make sure you download the most recent version of Acrobat Reader to maximise the features of our journal content.
• The ´ReadMe-Reader´ file which is downloaded with Adobe Acrobat Reader provides some useful information about system compatibility.
• In some instances, Adobe Acrobat Reader may not be compatible with your Web browser. For more information visit the Adobe site.

Some PDF files can take a long time to download, particularly if the file is large or you are accessing our site remotely. If this occurs, please try downloading the file at a less busy time of the day.

If you are having problems printing the PDF version of a paper, it could be due to the size of the file (this varies according to the number of embedded graphics within the file). The following suggestions may improve performance.

Make sure you are using the latest version of Adobe Acrobat Reader, which can be found at Adobe´s website, or at least make sure that you have a version which is compatible with your Web browser.

• Print the file one or two pages at a time.
• Print the file to a higher quality or faster printer.
• If there is not enough memory to print, save the PDF file to your hard disk and quit your browser before attempting to print the file. You will need to go into the ´Helper Applications´ preferences dialogue box and configure your browser to ´Save´ rather than ´Launch Application´ for the file type ´application/pdf´.
• If a system error occurs when trying to print a file it could be because your version of Adobe Acrobat Reader is not compatible with your Web browser. For these details, please refer to the ´ReadMe-Reader´ file that you downloaded with Adobe Acrobat Reader.

We realise that this can be frustrating, so we have set up a Help Desk where you can email us with the details of your particular problem: publishing.help@csiro.au Please include answers to the following questions so that we can help you as efficiently as possible.

• Are you accessing the files from a Mac or a PC?
• What system version are you using?
• Which Web browser and what version are you using?
• Which version of Adobe Acrobat Reader are you using?

It is possible that you may be experiencing incompatibilities between your Web browser or system and Adobe Acrobat Reader. For these details, please refer to the ´ReadMe-Reader´ file that you downloaded with Adobe Acrobat Reader.

In order to maintain files at a manageable size, images embedded within our PDF files are created at a resolution which provides a balance between quality and usability (that is, the time and memory required to download and/or print a file).
The quality of the printed PDF images is directly related to the resolution of your printer. In order to maximise printing quality, Adobe recommends that you use a postscript printer.

• If you have a printer with a resolution of 600 dpi or greater, you will be able to maximise the output quality of the image.
• If you are using a printer with a resolution of 300 dpi or less, you will not be able to print an image while maintaining its quality.
• The print quality of images also depends on the type of paper used. Check your printer manual or service bureau for the best possible grade of paper that is compatible with your printer.