Bayside Library Customer Service Charter

Objectives:

• To provide a safe, accessible space for the needs of our diverse community
• To provide materials in a variety of formats for people of all ages
• To provide timely, accurate and useful information for community members in pursuit of job related and personal interests and lifelong learning
• To actively promote and encourage use of the collection and services
• To encourage children and youth to develop an interest in reading and learning
• To optimise the use of appropriate technology

Bayside Library Service adheres to the Bayside City Council Customer Service Charter:

In addition to this customers can expect:

• Professional staff to courteously assist with all enquiries and create a warm and welcoming library environment for all customers
• Staff to wear name badges and be clearly identifiable
• Reference queries to be responded to within two working days (excluding weekends) if a question cannot be answered immediately
• Policies and procedures to be clearly explained and written information to be supplied upon joining

Help us to help you by:

• Treating other customers and staff with courtesy
• Being aware of the conditions of membership
• Treating library property with respect
• Letting us know when we get it right. Customers are encouraged to provide feedback on any aspect of the library service via the feedback form available at all branches

Problem solving:

• If you are not satisfied with any service you may speak to the relevant branch librarian or service coordinator
• You may also call or write to the Manager Library Services stating your complaint
• If the matter cannot be resolved within the library the Bayside City Council complaint handling procedure is available to you

Human Rights:

Bayside City Council recognises and respects that everyone has the same human rights entitlement to allow them to participate in, and contribute to, society and our community. We recognise that all persons have equal rights in the provision of, and access to, Council services and facilities. When determining whether a right can be reasonably limited, the interests of all the parties are balanced and considered.

Privacy: Council collects your/your child’s personal information for the purpose of processing your/your child’s membership application. We are unable to process this application without this information. If you have any queries or wish to gain access to your information, contact Council’s Privacy Officer on 9599 4444 or email privacy@bayside.vic.gov.au