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Libraries Customer Charter

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Introduction

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:

Our Vision

Our library is a vibrant destination, connecting with communities to spark imagination and discovery.

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 Manager, Libraries.

Customer Service Commitment

Customer Communication

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.

Community Liaison

Membership

Free membership is available to:

Subscriptions:

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 borrowed.

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.

Library Policies

Fees

Membership

Collection Content Criteria

The collection budget, set annually by the Council, will be divided according to current usage, established need and any special projects.

Collection Objectives

We will provide materials that:

Acquisitions Policy

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.

Public Internet Access

Displays

Commercial Activities

Religious Activities

Political Activities

Representational Activities

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.

Any significant changes to the policies under which the library operates will be with the full approval of the Council.

Further Information

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 September 2005.

Copyright Wellington City Council.

ISBN: 0-909036-23-3

PDF also available

(Page last updated 23 February 2012)