The study sought to develop a framework for access and use of documentary heritage at the National Archives of Zimbabwe (NAZ). This followed the realization that access and use is the raison d'être for national archival institutions yet the level of utilization has for a long time been lamented to be low. The researcher therefore took a holistic approach and investigated the issues of bibliographic, intellectual and physical access to archives. Using a grounded theory research approach framed within the constructivism ontology and the interpretivism epistemological research paradigm, this study employed the observation technique, interviews and content analysis to collect the empirical evidence that was needed to develop a framework for access and use of the documentary heritage in the custody of NAZ. The study extensively discussed the methodological issues involved in the study as grounded theory is a rarely used approach in Information Science studies. An extensive discussion was therefore offered to enable readers to follow and appreciate how the not so common approach was actually employed. The findings of the study showed that the position of NAZ as a public information resource centre was threatened by many obstacles that were compromising the accessibility and use of the documentary heritage in its custody. Such hindrances included the absence of a national policy on access to public archives, the absence of an institutional access policy, the absence of a standing committee on access and use of archives, lack of a budget, increasing backlogs of unprocessed archives, misconstrued public perception, the absence of special facilities for the physically challenged, centralised access to archives, access restrictions placed by legal instruments as well as limited use of digital technology, no use of the print media and Web 2.0 technologies. Using the findings of the study, the researcher offered a framework for enhanced access and use of archives to serve as a baseline on which archivists may reflect and improve on their practices. / Information Science