Information Services Customer Care Policy

Our commitment to our customers:

  • To treat all our customers with respect, courtesy, fairness and without discrimination;
  • To provide a helpful and friendly service to all;
  • To put our customers at the centre of our service;
  • To respond to customer needs when developing our services, using information gathered from regular user surveys and our user feedback facilities;
  • To value and celebrate the diversity of our customers and be aware of equality and diversity issues in assisting all our customers;
  • To wear our Aber Cards and to give our names to customers at their request and during written communications;
  • To aim to provide the fullest service possible and to aim to maintain the reliability of our services within the constraints of available resources;
  • To publicise our services, our Regulations & Guidelines and to display our opening hours keeping customers informed of any changes;
  • To provide a professional service to our customers and to train our staff in customer care;
  • To provide an online feedback form in all our libraries and to undertake regular surveys of user opinion;
  • To aim to reply to named comments within 3 working days;
  • To use customer comments and suggestions to help us improve our service.

 Customers can help us to accomplish this by:

  • Treating Information Services staff and other customers with respect, courtesy and fairness and without discrimination;
  • Taking care of Information Services property, equipment and facilities;
  • Carrying your Aber card when you visit any of our libraries or computer rooms and being aware of the regulations for its use
  • Returning the materials you borrow on time;
  • Observing Information Services Regulations and following the zoning requirements of individual libraries to maintain appropriate areas for study;
  • Abiding by our noise policy including our silent and quiet areas;
  • Abiding by our food and drink policy.

This Policy is maintained by Information Services. It was last reviewed in May 2024 and will be reviewed again in May 2026.