Client Services Charter

The Rockingham Regional Community Campus Library exists to support the information, recreation, learning and research goals of the people from our three partners: City of Rockingham, Challenger Institute and Murdoch University.

We do this by providing you with access to information resources, assistance in using these resources and support to develop the skills you require to fulfil future information needs. Our objective is to provide the best possible library and student IT support services, and to be responsive, friendly, innovative and professional in everything we do. We value your feedback on our performance.

This charter describes our main services, how we measure their effectiveness, what you can expect of us, and what you can do to help us provide better service. We value feedback on our performance.

We are dedicated to meeting your information needs. We do this by delivering an extensive range of services in the library, through the library’s website and via an online and telephone inquiry service.

What you can expect of us:

• Staff will be courteous and supportive at all times. We will:
  • Make resources available to all users in an equitable manner.
  • Provide appropriate technology and sufficient workstations to access our resources.
  • Respond promptly to your requests.
  • Listen to your concerns and take appropriate action.
  • Respect your privacy and ensure that your borrower details are secure.
  • Communicate with you about our services and plans.
  • Conduct regular user surveys to ascertain your views about our collections and services and act wherever possible on the outcomes.

How you can assist us:

All library users can assist us by:

• Treating library staff courteously and respecting the rights of other library users
• Handling all collection resources with care to ensure they will be available for future clients
• Adhering to library use guidelines
• Reading and responding to library notices in a timely manner
• Letting us know when equipment fails or resources are damaged so we can repair it as quickly as possible
• Providing us with feedback by filling in the forms available in the library or by submitting an electronic form available from our website.

In addition, Rockingham Academic staff can assist by:

• Providing requests for purchase in good time to meet your deadlines
• Providing resource lists for Reserve and the electronic course materials service at least (2 weeks) before they’re required by students.

If you are not happy with our service

Your comments and criticism are important to us and help us improve what we do for you. If you have a complaint:

• Contact the staff member you have been dealing with in the first instance
• If you believe the complaint cannot be resolved by that person you can request to contact the Campus Librarian
• If you are still unhappy with the response you can contact:
• Murdoch University Librarian in the case of University clients
• Rockingham City Librarian in the case of public clients
• Head of Innovative Learning Services at Challenger Institute in the case of Challenger clients

Details of how to contact these people are available in the Library.

Review of the Charter

We are committed to ensuring that this charter reflects the needs and expectations of our clients.

Each year we report on the effectiveness of the Charter annually and every three years we will undertake a review of the Charter in consultation with clients, staff and other stakeholders.