Search Articles Home Online Catalogue

Customer Service Charter

Your Library > Customer Service Charter

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.

Download the Maitland City Library Customer Service Charter

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

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 transparent and flexible

We accept accountability for our actions and results

Our commitment to you____________________________________________________


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


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 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 


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


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


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

  • City Librarian, Maitland City Council, PO Box 220, Maitland, 2320
  • email
  • Phone 4934 9704