Our Client Charter represents our commitment to providing you with the highest standard of customer service, and enables us to measure how well we are performing against our service standards.
We value your assistance and feedback to ensure that we are continuously improving our services in partnership with you.
Communication
We want you to feel included and engaged
We commit to respectful and clear communication.
We will do this by:
- Actively listening and being empathetic
- Asking questions to understand your needs
- Using clear, concise and inclusive language
- Keeping you up to date with timely information
- Following up to ensure your needs have been met
- Consulting with you to co-create services
- Using appropriate communication channels.
You can help us by:
- Being respectful in your interactions
- Being clear in your requests
- Being aware of Library policies
- Providing constructive feedback.
Services
We want you to feel supported
Our services will be accessible and relevant.
We will do this by:
- Being respectful of your time
- Being knowledgeable and helpful
- Being professional and accountable
- Being inclusive and equitable
- Making our services visible and tailored to your needs.
You can help us by:
- Being respectful in your interactions
- Being clear in your requests
- Engaging constructively with our services
- Sharing your ideas and feedback.
Spaces
We want you to feel welcome and safe
Our spaces will be fit for purpose, accessible and safe.
We will do this by:
- Consulting with you to ensure that our spaces fit with your needs
- Continuously working to ensure our spaces are safe
- Providing a variety of purposeful designed spaces and facilities
- Ensuring physical spaces are clean and tidy
- Reporting issues and responding to feedback
- Using clear and consistent signage
- Providing clear and accessible usage guidelines.
You can help us by:
- Looking after our spaces
- Being respectful of other users in the space
- Reporting issues with our facilities
- Following safety directions
- Adhering to the Library Use Policy.
Collections and resources
We want you to find what you need
Our digital and physical collections will be discoverable, comprehensive and available.
We will do this by:
- Supporting you to find and access what you need, either in person or online
- Making resources accessible and easy to find for all
- Taking a digital-first approach with our collection
- Ensuring our collections include current and relevant resources
- Ensuring our collections are tidy and ordered.
You can help us by:
- Reporting issues with access to resources
- Returning borrowed items when they are due
- Being considerate and respectful in your use of Library resources
- Providing feedback and recommending resources for purchase.
