Client Services Charter

Our Vision

We are an innovative, contemporary library integral to the endeavours of the University community.

This Charter

The Charter outlines the role of the Library and the ways we will best serve our clients. We will use the Charter to set standards, measure performance in delivering services, and maintain focus on client needs.

Our Commitment to Students

 

The Library will

 

  • for all courses taught at Western Sydney University, hold at the appropriate campus, at least one copy of all prescribed texts and available recommended readings as advised by academic staff
  • provide eligible clients with access to an appropriate range of electronic information resources and equipment
  • provide a staffed Service Desk throughout advertised opening hours on each campus
  • maintain courteous and cooperative relationships with students
  • provide a current and accurate catalogue of Library holdings
  • make complaints procedures known at our Service Desks and on our website, and deal promptly with complaints
  • provide printing and photocopying services at all University libraries
  • provide reservation services for items which are on loan
  • re-shelve returned materials within 24 hours of receipt at home Library
  • deliver available requested materials from one Western Sydney University Library to another within two working days of receipt of request at supplying campus
  • maintain confidentiality of student information used by the Library
  • provide guidance on the use of Library and information resources and information literacy training in consultation with the academic community
  • offer to eligible clients, a document delivery service to supplement the Library's holdings

We ask that you

  • treat other clients and Library staff with courtesy and consideration
  • be responsible for all material borrowed against your Library record and for ensuring material is returned or renewed on time
  • notify the Library immediately of any change of address, or loss of your Westen Sydney University ID card
  • do not lend your Western Sydney University ID card to another client, nor borrow on behalf of others
  • pay all fees and other charges promptly
  • observe noise and mobile phone restrictions
  • observe copyright legislation and the IT Acceptable Use of Resources Policy
  • abide by the Library Rules and Code of Conduct

Our Commitment to Academic Staff

 

The Library will

 

  • assign professional staff to liaise with each School to offer cost-effective library services and efficient response to School initiatives
  • ensure available material is placed in the Reserve Collection within three working days of receipt of request
  • order requested materials within three working days of receipt of order and/or report back to the requestor within that time if there is a query relating to the request. Priority orders will be processed within one day of receipt.
  • have materials processed and shelf ready within 28 days of receipt of materials in the Library
  • provide a staffed Service Desk throughout advertised opening hours on each campus Library
  • maintain courteous, cooperative, and professional relationships with academic staff
  • work collaboratively with the academic community in supporting the scholarly endeavours of the University
  • report widely on service initiatives, policies and developments through the Library web site, correspondence, liaison and publications

 

We ask that you

 

  • ensure the Library is notified of all prescribed texts, recommended and supplementary readings eight weeks before needed to allow ordering and processing
  • liaise with the Library in relation to resource implications of new or amended courses at concept proposal stage
  • ensure that all unit outlines distributed to students contain full and accurate bibliographic details of cited materials
  • ensure that Reserve requests are supplied to the Library with at least three working days’ notice for processing
  • are responsible for all material borrowed against your Library record, and for ensuring material is returned or renewed on time
  • work with Library staff in ensuring adequate scholarly resource support for academic programs of the University
  • maintain courteous, cooperative, and professional relationships with Library staff
  • observe copyright legislation and the IT Acceptable Use of Resources Policy
  • abide by the Library Rules and Code of Conduct