Customer Service Charter

Vision

A space to read, learn, create and discover.

Mission

To provide opportunities to empower our community to be connected, inclusive and informed.

In Providing Our Services We Value:

• Meeting the needs of our community.
• The diversity and individuality of all people.
• The professionalism of our staff.
• Effective communication, including your feedback on our services.
• Our approachability.

Our Commitment to You

• Prompt courteous service.
• Helpful well-trained staff who will treat you with respect, confidentiality and in a culturally appropriate manner.
• Fair and equitable access to our buildings, collections, services and programs.
• Well maintained and accessible collections which aim to meet your needs.
• An information service which is responsive to your needs and provides access to resources beyond the library’s walls.
• Convenient hours of opening.
• Prompt responses to your enquiries and feedback.
• Respect for your privacy at all times.

How You Can Help

• Treating other people in the library with respect and courtesy, whether they be customers or library staff.
• Treating library facilities, equipment, collections and property with due care.
• Communicating your needs to staff clearly.
• Returning items you have borrowed complete, in good condition and on time.
• Participating in the activities and services offered by the library in a spirit of good humour and cooperation.
• Ensuring that children and other people in  your care are properly supervised while in the library.
• Taking responsibility for your personal property and safety.
• Informing yourself of library policies and rules and observing these at all times.
• Complying with any directions or instructions given by staff.

Unacceptable Behaviour and Discipline

Cairns Libraries observes zero tolerance to aggression and violence.  Threatening, abusive or a physically violent behaviour will not be accepted from anyone under any circumstances.  Any such act will result in any/or all of the following actions:

• A formal warning in writing.
• Being asked to leave and/or removed from the premises.
• Utilisation of security services and/or police assistance being sought and legal action implemented.
• Suspension of library privileges and barring from Cairns Libraries branches.

Have Your Say

To ensure that our services are meeting your needs, your feedback is important to us.  You may use our online Contact Us Form or email us at CairnsLibraries@cairns.qld.gov.au.