Mitchell Shire Library & Information Service provides services for the Shire of Mitchell with branches at Broadford, Kilmore, Seymour and Wallan.
Customer Service Charter
Accessibility
The Mitchell Shire Library & Information Service shall provide equitable access to informational, cultural, educational and recreational library resources.
Our services will be delivered in a friendly manner by professional and trained staff who will:
- Be pleasant and attentive to your requests.
- Provide the same level of service to children as well as adults.
- Wear name badges and identify themselves by name over the telephone.
All our libraries shall provide an attractive safe and comfortable environment. Our collections will be well maintained and relevant to local and individual needs. Personal information required for membership registration purposes will not be made available to outside enquirers and will only be used by library staff to retrieve unreturned library material, lost property or for statistical purposes.
Service standards
- Reservations:- All available reserved items will be supplied within three working days.
- Reservations:- All borrowers requesting items not currently available from Mitchell Shire Library & Information Service will be notified if the item is not available within 28 days.
- Membership:- All new members will be eligible to borrow material immediately on production of suitable identification.
- Information enquiries:- All information enquiries will be attended to within 10 minutes.
- User education:- All library users requesting user education sessions on the on-line public access catalogue will be given training.
- User education:- All new members to receive a tour of the branch library and information booklet.
Remedies and Penalties
Failure on the part of the Library Service staff to meet the standards as set out in this Charter will entitle you to be placed on the 'A' list to receive personalised notification of all the Library's future special events.
Your obligations
- Consideration and respect for other users and for staff.
- Appropriate care of resources, facilities and buildings.
- Compliance with the library's policies, which are aimed at providing the best service for all our users.
Contact Us
If you wish to comment on our website or have a query
regarding our services please send an email to
kilmorelib@mitchellshire.vic.gov.au
Please provide us with your contact information so that we can reach you in case
we have any queries.