OUR COMMITMENT
We pledge to deliver professional and customer oriented services, and commit to respect the rights of our service beneficiaries, including but not limited to:
- The equal right to access our information resources that are relevant, current and of required quality;
- The right to services delivered professionally by competent librians and library assistants;
- The right to digitally-savvy premises that meet your different academic needs - for vibrant academic engagements to support teaching and learning, conducting research, studying and reading for recreational purposes;
- The right to be treated with respect, courtesy and consideration, conscious of diversity issues;
- The right to be consulted and kept abreast of any developments in services;
- The right to be given full, accurate information about services, openly and transparently; and
- The right to lodge a complaint, attend to them urgently, and respond within five working days, at the most.
OUR SERVICE GUARANTEE
We guarantee services delivered by well trained, qualified and supportive staff, who display a caring, willingness to serve, staff that is fair and reasonable in dealing with our service beneficiaries. We will thus :
- Patiently seek to understand your service needs and your requirements, determining what is important to you.
- Recognise that you have different information and service needs, thus providing customised services as much as possible.
- Provide you with clear, accurate, timely and relevant information or helping you find it, and giving you reasons for lack or delay of service.
- Respect the confidentiality of your personal information and using it only in accordance with the law.
- Deliver proper referral services in cases where we cannot satisfy your service needs, and provide explanations when our services do not meet acceptable standards.
- Ensure that our contact details are kept current with the latest information, programmes, and services.
- Monitor our performance against the standards set out in this Charter and publish the results in our annual reports.
- We will be courteous, professional and helpful, providing you with our name and work area. When we call you, we will provide you with our name, work area and the reason why we are calling.
- We will serve you within five minutes of your arrival, if you have an appointment, and within at least ten minutes if you do not have prior appointment. We will advise you, in advance, about any unexpected delays in attending to you.
- We will be identifiable through our name tags, presentable, descent and neatly dressed during office hours
- All library business areas will have in-person service options. Our offices will be clean and comfortable, have clear signage and current, relevant information on display.
