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Renfrewshire Council Plan 2008 - 2012 Libraries
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Renfrewshire Libraries staff are proud of their Charter Mark status and welcome comments on any aspect of the library service. Listed below are the standards you can expect from our libraries services.
Service pledges
We will:
- be polite and helpful, and treat you fairly at all times
- respect confidentiality and dignity
- deal with your enquiry promptly
- answer the phone within five rings
- identify ourselves and our section when answering the phone
- deal with the enquiry personally where we can, if we cannot deal with it personally, we will transfer you to someone who can
- reply to written enquiries within 10 working days
- tell you how long it will take us to deal with your enquiry if it is complicated and we need to investigate
- make sure that all our written enquiries to you are clear and include a contact name and phone number
- reply to you by email, fax or phone if you have asked us to
- arrange a personal visit when appropriate instead of writing to you
- if you ask, agree a password with you for home visits so that you can be sure that the visitor is genuine, and
- if you have a particular need, send you written information in a variety of languages or formats.
We will:
- provide a high-quality library service which is accessible to everyone who lives, works and studies in Renfrewshire
- provide and promote a range of activities appropriate to the needs of each community
- display information on new stock in all our libraries and promote the positive enjoyment of reading
- provide local, community and general information that is relevant and up to date
- provide access to online facilities
- develop and promote opportunities for lifelong learning
- keep you informed of current and new developments, and
- make sure the library service continues to be modern, effective and responsive.
You can also expect that we will:
- make sure our customers are aware of the benefits of the website to renew and reserve stock and access online information
- provide photocopy and fax facilities in each of our libraries
- provide clear information on our services in appropriate formats
- value and carefully consider your views
- provide a comfortable and safe environment for all customers, and
- support information searches.
We aim to provide you with the highest quality services, and understand that there may be times when you do not receive the service you expect. If this happens, please let us know and we will put things right as quickly as possible.
While we hope that most informal complaints can be sorted out at your local library, if you are still not satisfied you can make a formal or informal complaint in writing, by email or over the phone to any library or to Library Headquarters. You can get a complaints form from any of our libraries or download one from the Online Services page of this site.
If you are still not happy after going through our formal complaints procedure, you can contact the Scottish Public Services Ombudsman to investigate your complaint.
Your suggestions
We welcome your suggestions and comments on how we can improve our services to you. We can use your feedback to make improvements, so please take the opportunity to give us your views.
If you think there is something we could do that would make your library service better, you can complete a comment and suggestion form at any of our libraries, or you can contact us by:
phone: 0141 887 2723
write to:
Library Support Services
Gallowhill Community Centre
Netherhill Road
Paisley
PA3 4SF
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