Customer Service Charter
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This charter describes the standard of service we aim to achieve in all Maitland City Library branches. Our committment is to provide services, resources and programmes that are responsive to your needs. We welcome your ideas and suggestions so that we can continue to improve our service to you, the customer.
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Our purpose_________________________________________________ We provide a public library service to those who visit, live and work in Maitland. We offer free access to a wide range of information, leisure and technology resources in a welcoming environment. We provide facilities that include spaces for meeting, studying and training, as well as opportunities for social interaction and lifelong learning |
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Download the Our values____________________________________________________
Valuing people
We respect the diversity and individuality of all people
Equity of access
We are committed to providing equity of access to our services for all groups and individuals
Working together
We are committed to achieving better outcomes for our community by working together with other Council sections, community groups and service providers
Learning and innovation
We seek out new ideas and opportunities, focusing on improving all that we do
Good governance
We are committed to ensuring our practices are transperant and flexible
We accept accountability for our actions and results
Our commitment to you____________________________________________________
Environment
Safe, welcoming environments where you will feel at ease
Fair and equal access to our services and programmes
Support in using the library's services effectively
Continual assessment and development of our collections to meet the needs of our customers
Service
We welcome everyone to our libraries and encourage use by all. Joining the library is free
We will provide assistance in using the library's services and resources
You will not have to wait longer to than 5 minutes to be attended to at the customer service desk, except at peak periods or during staff shortages
If waiting for assistance, you will be acknowledged courteously and attended to promptly
We will aim to provide you with an answer to your enquiries while you wait, or advise you how long this will take. If we are unable to satisfy your information request, we will refer you to someone who can
Staff
Our staff will be helpful, friendly and courteous. Your needs will be treated with respect and confidentiality.
Our staff will wear identification badges so that you can easily recognise them
All staff will have the necessary skills to do their jobs well, including training in customer service
Communication
We will aim to answer your phone calls with 5 rings. If you call when the library is closed, a message detailing the library's opening hours will be available.
If you write or email to us about any aspect of the library's service, we will respond within 5 working days.
We will keep you updated on the progress of your request whenever you ask us
Access
We will provide convenient hours of opening
Book chutes are available for returning items when the library is closed
Items may be borrowed from and returned to any of our library branches
Our catalogue will provide up-to-date information on the avaialbility of items held in any of our branches
Resources held in the library collections will be clearly signed and easily located
Free Internet and email access is available at all library branches
How you can help________________________________________________________
We recognise that quality services can only be achieved in partnership with you, our customers
We ask you to:
Treat our staff with respect and courtesy so that they can deliver the best possible service to you
Respect the rights of other customers whilst using the library facilities
Ensure children in your care are appropriately supervised whilst in the library
Take care of the items you borrow and return them on time
Have your say__________________________________________________________
We will consult you on major issues affecting the service and keep you informed about changes and developments
We will carry out a customer survey at least every 3 years and publish the results
We will listen to your views about the library service
Discuss the matter with a member of the library staff, who will assist you or refer you to the appropriate person
Complete an online customer comment card
Write, email or phone