Customer Service Statement

• The Library is a community focused institution.
• Courteous, responsive service is the responsibility of every employee.
• Information provided is prompt, accurate, accessible and barrier free.
• Knowledge of our customers' needs and expectations is vital to ensure that we offer superior service.
• Staff respect and value customers so they are listened to and understood.
• Management and training systems are developed to enable staff to provide the kind of service that reflects the library's customer service philosophy.
• Library systems, services and policies are developed and constantly reviewed to ensure they are customer friendly.
• Library and City employees are recognized as customers - the way employees are treated by each other will be reflected in how they treat other customers.
• Public comment forms are available at all locations for feedback from our users.
• Forms are answered by unit supervisors or Directors Group members. Every effort is made to answer enquiries promptly.