Customer Service Charter Kerry Darnell, Melanie Pimm, Rachael Drummond, Heather Auld, Caroline Lanagan, Jody Blackman, Leanne Barker & Jenny Redman

Purpose

To support and enhance the economic, social and cultural development and wellbeing of our local community through equitable access to works of knowledge, information and imagination. This charter outlines our service commitment, what our objectives are and the standards we use to meet them. We are the public library service for the people of the Shire and also form part of a state wide network of public libraries in Western Australia. We are a focal point for the community, a source of a wide range of library materials and a gateway to worldwide information resources.

Our Customers

Community
Council
Staff
Educational Establishments
Other agencies

Our Services include:

• Well maintained and balanced collections, easily accessible
• Access to a wide range of information sources both in the library and beyond
• Professional assistance in using the libraries’ resources and services
• Activities and events for children and adults
• Services for people with special needs including people with disabilities
• Personal computers, printers, fax machine and photocopiers for public use

Our Objectives:

You should be able to:

• Consult an information service which is responsive to your needs and provides access to resources beyond the library’s walls
• Find books and other materials to read and enjoy
• Find opportunities and resources for formal and informal education
• Learn about your local heritage
• Use information technology

You can expect:

• Prompt courteous service which respects your privacy
• Helpful, well-trained staff who treat you with respect and confidentiality
• Prompt response to your enquiries, comments and complaints
• Convenient hours of opening
• Well-maintained and accessible collections tailored to your needs

Help us to help you by:

• Respecting the rights of other customers
• Treating our staff courteously
• Communicating your needs clearly and providing feedback on how we can improve our service
• Treating library facilities, equipment and collections with due care
• Observing the library regulations
• Complying with any directions or instructions given by staff
• Ensuring that children in your care are properly supervised while in the library