Library Customer Service Charter

What you can expect from your Library

 Library staff will be friendly and professional at all times.  

We aim to:

  • answer your questions in a timely and courteous manner
  • maintain an environment conducive to learning
  • provide equitable access to resources, facilities and equipment
  • collect and manage resources to support learning and teaching
  • assist learners to develop information literacy skills as a foundation for independent, lifelong learning
  • maintain a website that is comprehensive and user friendly
  • engage with learners and staff to continuously improve our services and collections
  • respond promptly to specific issues and comments

Services you can expect from your Library 

  • 24 hour access to electronic resources : catalogue, databases, videos, electronic books & journals and LibGuides
  • Access to study space during library opening hours
  • Access to library book room and physical collection during staffed library hours
  • Scheduled library orientation and information literacy sessions for learners and staff
  • Facilitation of reciprocal borrowing arrangements with, and inter-library loans from, other libraries for eligible learners and  staff
  • Opening hours and services to be maintained as advertised

Your Rights and Responsibilities 

As our customer, you have the right to:

  • feel welcome and be treated with respect
  • have equitable access to resources, facilities and equipment
  • expect timely and courteous assistance
  • expect library spaces, which are conducive to learning

As our customer, your responsibilities include:

  • treating library staff and other library clients courteously and with respect
  • proactively seeking help to improve research and information skills
  • observing library rules
  • providing appropriate feedback in a timely manner

  

Please visit our library homepages for more information: http://studentweb.bhtafe.edu.au/library

If you would like to comment on our service or make a suggestion you can:

 

With thanks to the University of Central Queensland

Last modified: Thursday, 5 October 2017, 11:28 AM