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Libraries Customer Charter
Wellington City Council is committed to providing a high quality, accessible and
predominantly free library service to the people of Wellington.
Wellington City Council funding policy for Libraries is 90% rates funding (public
good) and 10% charges (private good).
Gifts are welcome, please contact us for more information.
Please note: Wellington City Libraries does not accept donated material for the
Library collection without prior arrangement with the Collection Development Team.
The Wellington City Libraries staff are committed to:
enabling people to achieve their goals through access to library resources
promoting and contributing to lifelong learning and enjoyment
collecting and maintaining general and specialist library collections
promoting Wellington City Libraries as a community focal point.
Our library is a vibrant destination, connecting with communities to spark imagination
Purpose of the Charter
This document sets out useful information about Wellington City Libraries, the
nature and standards of service you can expect and the policies which enable
everyone to use the libraries to maximum enjoyment and benefit.
What Can You Expect?
The day-to-day management of the library is under the control of the
Customer Service Commitment
We will honour our obligations under the Treaty of Waitangi through
consultation with Tangata Whenua and Taura Here and by the development
and implementation of bicultural values
Staff will be appropriately trained and will provide courteous and helpful
service to customers
We will be efficient in dealing with customer requests for information
All customer information will be kept confidential within the terms of the
Privacy Act, 1993 and its amendments
Customers will receive a response to their letters within three days
Suggestion forms will be held at each library and on our website for customers
to comment on any part of our service. Customers may also recommend titles
to be considered for purchase by the libraries
Consultation will be undertaken according to Wellington City Council's
Consultation Policy and Guidelines.
Access to Library Services
Objective: To ensure library buildings meet safety and access standards and to
take flexible and innovative approaches to accessing library resources.
All the libraries will be open for a minimum of six days a week. Actual hours
will vary depending on the site
All buildings will be as safe as possible for customers in accordance with the
Health and Safety in Employment Act 1992 and its amendments
All libraries will have wheelchair access to buildings and to library stock
People with disabilities will have access to special collections such as
Long-term housebound customers will be provided with a home
With the exception of DVDs children and young adults will be able to borrow
from their collections free of charge
A Wellington City Libraries' card can be used at the Central Library or any
Computer catalogues will be provided at each site
An internet site will be maintained offering information about the libraries
and access to the catalogue. The site will be regularly updated with access to
additional information and to other resources provided
Access to material held by libraries other than Wellington City Libraries may be
made available, for a fee, through the interloan system.
We will conduct customer and resident surveys and will use the information
to improve the service and to assist in establishing priorities
We will seek opportunities to develop library services in partnership with
groups in the community.
Free membership is available to:
any ratepayer or resident of Wellington City
members of the Tenths Trust
the partner and dependants of any ratepayer who is not resident in the city
students enrolled in pre-school, primary and secondary schools in the
Wellington rate paying area
agents of any Wellington business firm, Kohanga Reo, pre-school or crèche
seamen who have no shore address, provided their ship calls at Wellington at
least once a fortnight
diplomatic staff with diplomatic status, their partners and families, no matter
where they live in the region
overseas visitors staying in Wellington for more than three months providing
they can provide two New Zealand addresses
past Mayors and Councillors of Wellington City, who served prior to 1990.
Customers not covered by the above provisions will be able to join the
library by paying an annual subscription or a per item charge for each item
What Do We Expect?
Libraries are here for the use and enjoyment of everyone. We ask that you show
consideration to others and honour the following.
Please comply with all reasonable requests from staff
The use and/or possession of drugs and alcohol is not allowed
Lying on any bench, chair, table or floor may create a health and
Wellington City Libraries are smoke free environments
Guide and other assistance dogs will be permitted in the library: other
animals will not
Unlawful, noisy or offensive behaviour is not appropriate in libraries
Please leave the library and its contents as you found them so that others can
Any item borrowed from the library should be returned in the time period set
by the Manager, Libraries
Dangerous goods and flammable spirits are not permitted in the library
Soliciting for donations of money or signatures on any petition or offering any
goods for sale are activities that must be conducted outside of libraries
Bicycles, skateboards, scooters and rollerblades could cause injury to
customers and must not be used in libraries
Customers remain responsible for their personal possessions at all times
Customers are able to enter or remain in the library outside business hours
only with the agreement of staff
Children are welcome in all libraries but caring for them is not the
responsibility of staff
If any child under 15 acts unreasonably in the library, staff may request that
the child and any person in charge of the child leave the library.
The Council may from time to time set fees for specific library services or cancel
all or any of the fees set
Every person signing a membership agreement agrees to pay all overdue
fees and damage or replacement costs that are incurred. They also agree to
information being passed to debt collection and credit reporting agencies if
A set fee will be charged for the replacement of lost library cards and the
original card will become invalid
Customers who owe money to the library can use library services providing
the amount owed does not exceed a set amount as determined by the
Items should be returned by the end of business on the due date
When returning items after the due date, a 2 day grace period will apply. The overdue fee covers the whole period the item was retained beyond 2 days after the due date
If any item is lost, destroyed or returned in a damaged condition the borrower
will need to pay for repairing, cleaning or replacing the item or set of items it
is part of
Customers will be able to reserve items not currently available. From time to
time the library may exclude any item from being available for use and may
also impose limits on the number of items that may be reserved or borrowed
by a customer at any one time.
Membership privileges may be withdrawn if customers have outstanding
items, costs or fees.
Any customer acting in an unlawful or offensive manner in the library will
be excluded or removed from the library by any staff member, security guard
or police officer. The Chief Executive Officer of Wellington City Council may
exclude that person from the library for an appropriate period.
So that we can keep in touch with our customers, please notify the library of
any change of name or contact details.
In the event of a library card being lost or stolen, responsibility for items
issued on that card remains with the card holder, unless the library has been
notified of the loss.
Membership privileges apply only to the person named on the library card.
The card must be produced in order to borrow items.
Customers who have not used their library membership for a period of two
years will be required to resubmit all registration details to reactivate their
Collection Content Criteria
The collection budget, set annually by the Council, will be divided according to
current usage, established need and any special projects.
We will provide materials that:
meet the information and recreational demand of the community
may be accessed by our customers in a variety of ways
are generally available for use outside the library.
We will seek regular feedback from customers on the arrangement, content
and usefulness of our resources through surveys, complaints and suggestion
forms, and customer comments.
We will identify the specific needs of Maori customers through surveys,
complaints and suggestion forms, and meeting with Maori groups. We will
design services to meet those needs.
We will be aware of the needs of other ethnic, special interest and special
needs customers in provision of materials.
We will provide material which represents or documents the culture, history
or creative output of the local region and reflects the cultural diversity of the
population. This will mean representing a wide diversity of views, including
those which are unorthodox or unpopular with the majority, and including
catering for the special needs of those whose library usage is limited because of
vision, language or reading disabilities.
Relevance to the local community will be a significant acquisition criterion.
This will be determined by the nature of library usage of the topic or author,
as well as analysis of expressed demand potential by customers.
Collection purchases will be in print or electronic formats.
Material may be purchased as part of a revenue earning collection such as
bestsellers, according to specific guidelines and performance measures.
Local Wellington regional material and Maori collections will be purchased
We will not be limited to providing material for borrowing purposes only.
Some material may not be appropriate for lending or keeping on the open
shelves. This material will be held at a desk and may include ready reference
or restricted lending material.
Items purchased may be regularly transferred between sites in order to
optimise usage and access.
Where customers' requests fall outside these guidelines, we will access other
libraries or information sources.
Donations and Gifts Policy
Please note: Wellington City Libraries does not accept donated material for the Library collection without prior arrangement with the Collection Development Team.
Gifts/donations will be subjected to the same collection content criteria as are
applied to other library material in accordance with Wellington City Libraries'
Collection Development Policy.
Gifts/donations may include all forms of print and non-print materials
compatible with the existing collections, with the exception of used audio
Letters of acknowledgement will be given to donors, in person, at the time
they gift/donate materials.
Gifts/donations accepted by Wellington City Libraries will be located in the
most appropriate subject area and location, as deemed by
Significant gifts may be acknowledged by the insertion of a bookplate, at the
discretion of the appropriate selector.
The donor may not attach any conditions to the material being gifted/donated
such as a condition that an item be held in a particular location in the
Gifted/donated material will not be returned to the donor.
Wellington City Council regulations do not allow for the purchase of materials
from individuals who are not preferred suppliers to Wellington City Libraries.
Promotional material, however, will be accepted.
Sales representatives wishing to sell commercially produced material should
approach the Collection Development Team on their own behalf.
On occasion, Wellington City Libraries is sent unsolicited items accompanied
by a pro-forma invoice. These items will not be accepted by Wellington City
Libraries and will be returned to the sender.
Wellington City Libraries reserves the right to accept and dispose of any gift
through discard, transfer, exchange or sale.
Public Internet Access
Each library site will have at least one public internet terminal and customers
may print on a charge per page basis.
Customers will be able to surf the World Wide Web (www) and read and send
email, if they use www email on selected terminals located throughout the
library network on a charge per use basis.
To access subscription databases customers must be registered
members of Wellington City Libraries. Agent card holders may not
access the databases.
The use of floppy discs and CD-ROMs in the computers and downloading from
the web will not be possible.
All customers must sign an acceptable use statement (agreeing not to access
material that is unacceptable, such as pornography, nor to use it to harass
people via email or conduct any illegal business) before purchasing an
internet session. Wellington City Libraries will not take responsibility for the
material accessed. In the event of unacceptable material being accessed,
that customer's access to library services may be withdrawn for a period to be
determined by the Manager, Libraries.
Customers must abide by the terms and conditions they agree to when using
Parents or guardians of children aged 15 years and under should sign on
behalf of their children. Although children may sign the form, parents or
guardians must still accept responsibility for ensuring their children use the
internet in a legal and responsible manner.
Notice boards and display spaces are provided in each library.
Displays are accepted at the discretion of the Manager, Libraries or his/her
delegated representative. If a request to exhibit any material is declined, the
person seeking to display the material will have the reasons for the decision
explained to them. If this explanation is not satisfactory, the Wellington City
Council complaints procedure may be used, and this will be explained to the
Displays should reflect a benefit to the community as a whole. Every effort
will be made to ensure a balance in the displays provided, so that over
time no one viewpoint or subject is over-represented. The library will, as
appropriate, seek material from organisations for display in order to ensure
balance is maintained.
Material to be displayed must meet minimum standards of literacy, including
grammar and spelling, and format, in line with Wellington City Libraries'
Presentation Guidelines. In addition material must not be defamatory or incite
people to break the law. All material displayed must indicate the name of the
responsible group or individual with a contact address or phone number.
The library cannot be responsible for the loss, defacement or return of
materials and reserves the right to dispose of materials as it sees fit. Defaced
material will be removed from display.
Where space is limited priority will be given to material about Wellington City
Libraries and other services of Wellington City Council. Events for specific dates
will have preference over regular recurring events.
All other material for display should be of an educational, cultural,
recreational or philanthropic nature or supply non-partisan information on
the city, Government and/or local community. When appropriate, the library
will display a disclaimer to make clear that the views expressed are not those
of the Library or the Wellington City Council.
The following specific items will not be accepted for display: petitions,
advertisements for personal services, items for sale, or job listings.
Where there is agreement to display large amounts of material there
will be the understanding that the displaying organisation will provide
The library does not let permanent display space. The length of time a
display is up is at the discretion of the Manager, Libraries or her/his delegated
All organisations mounting displays must agree to observe the provisions of
the Libraries' Occupational Health and Safety Plan.
Displays of commercial products and services may be displayed where there is
an identifiable benefit to the library or where there is a formal partnership in
place between the library and the displaying organisation.
Wellington community newspapers - newspapers produced by for-profit
organisations but distributed free of charge, with or without advertising, that
contain news and feature articles relevant to their community are accepted
In facilities where there is a suitable area, profit-making organisations may
hire display space for a fee.
Material for events organised by religious organisations will generally
Material issued by religious organisations, which has the primary objective of
encouraging people to join a particular faith, will not be displayed.
Political party displays that are designed to inform the community will be
accepted from the official announcement of an election date until the day
Material that seeks solely to advocate an action, solicit members, request
donations, raise funds or sell merchandise will not be accepted.
Material on individual candidates may not be distributed or displayed.
Information regarding consultation times for Members of Parliament and
Wellington City Councillors and meetings of the Council and its Committees
will be displayed.
Telling us what you think
We are interested in your comments on the service we provide. Both praise and
criticism help us to improve. We will take all complaints seriously, will impartially
examine the issue and provide reasons for the decisions we make.
Customers should raise any issues in the first instance with staff.
Issues not resolved may be put in writing to the Manager, Libraries.
Any issues so received will be responded to within three days of receipt.
Any significant changes to the policies under which the library operates will be
with the full approval of the Council.
Further information and advice about matters covered in the Libraries Customer
Charter may be obtained from the Central Library or any of the branch libraries.
The Libraries Customer Charter will be regularly reviewed to ensure it is up to date.
The Libraries Customer Charter was published by Wellington City Council in
Copyright Wellington City Council.
PDF also available
(Page last updated 23 February 2012)