Client Service Charter

We provide you with access to information resources and assistance in using them, and support to enable you to develop the skills needed to fulfill your current and future information needs. Our objective is to provide the best possible library service, and to be responsive, innovative and professional in everything we do.

We are dedicated to meeting your information needs by delivering an extensive range of services in the Libraries, through the Library's web site, and by offering an online, telephone and fax enquiry service. We will make available as many resources as possible in convenient electronic formats to meet your needs, wherever you are located.

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 your feedback on our performance.

What you can expect from us

• make resources available to all library 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

• 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 the 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 them as quickly as possible
• planning for your information needs in time to obtain the resources you need
• 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, 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 10 working days before they're required by students.

If you are not happy with our service

• 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 contact the Head of Liaison Services in the Library on 9360 2513
• if you are still unhappy with the response you can contact the University Librarian ( telephone 9360 2160).

Review of the charter

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

Appendix 1

Our Services	Measures of effectiveness
Provide information resources	Items for Reserve Collection and for e-reserve (ECMS) are made available within 10 working days of being requested.
	New items purchased for the collection are processed within 20 working days after receipt.
	New items awaiting cataloguing and requested urgently are made available from Collection Services within 1-2 working days of receipt of request.
	Electronic resources are available 24 x 7
	100% of items on unit reading lists are held in the collection
	90% of all items required by undergraduates are held in the collection
	Document Delivery: Requests are responded to within 1 - 2 working days. Urgent requests are responded to within the hour. Delivery times vary depending on urgency and availability. Average times from WA university libraries is 2-3 days for documents to be available on clients' desktop and 7 working days for books through internal mail. Average time for requests to be supplied from Australian libraries is 10-15 working days and from overseas libraries within 3 months.
	95% of computer workstations are operational at all times (subject to network availability)
	98% of all items are correctly shelved
	All items are re shelved within 24 hours of being returned from loan, or collected from within the library
	Items sent to binding will be absent from the collection for a maximum of 2-3 weeks
Provide support in identifying and retrieving resources	Enquiry/Loans and Reference desks in the Main Library are available not less than 68 hours per week during semester, and 54 hours per week during trimester and summer school.
	Reference services are available face to face, via telephone and email, and online (email chat or voice)
	External student loan requests are responded to within 1-2 working days & subject requests within 5-10 working days.
Provide information literacy skills training	All students studying a Foundation Unit receive basic training in information literacy skills and library use.
	In-depth skills training is available for students and staff on request
Provide support in using information technology for teaching, learning and research purposes	IT Help Desk in the Main Library is staffed all hours the Library is open.
	Services are available face to face, via telephone and email
	Basic IT skills training is available on request
Provide a pleasant, safe and functional study and research environment	A study seat is available for everyone who visits the library
	The Library provides networked computer workstations and at peak periods waiting time to access a networked work station will be no more than 15 minutes.
	The Library is open at convenient times. The Main library is open for not less than 74 hours a week during semester including evenings and weekends, and 55 hours a week during trimester and summer school.
	A number of group study rooms are available to support group assignments.
	Postgraduate research carrels are available for 30 students at a time in the Main Library.
	Photocopy services are provided to meet client needs.