This is the "Service Charter" page of the "About Us" guide.
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About Us  

Last Updated: Sep 30, 2017 URL: http://libguides.library.cqu.edu.au/about-us Print Guide Email Alerts

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Our commitment to you

CQUniversity Library is responsible for the delivery of library and scholarly information services to the CQUniversity community. Our mission is “empowering learning, teaching and research”.

We are committed to the following core values:

  • Engagement - we excel in professional service delivery and building strong relationships
  • Innovation - we identify, evaluate and embrace new technologies and ideas to improve our performance
  • Communication - we value teamwork and collaboration
  • Openness - we promote transparency in processes, procedures and equitable service delivery
  • Leadership - we demonstrate excellence in the management of scholarly information and teaching of information literacy


What you can expect from us

Library staff will be friendly and professional at all times.  We aim to:

  • answer your questions in a timely and courteous manner
  • maintain an environment conducive to learning, teaching and research and provide equitable and timely access to resources, facilities and      equipment
  • collect and manage resources to support learning, teaching and research
  • assist students to develop information literacy skills as a foundation for independent, lifelong learning
  • maintain a website that is comprehensive and user friendly
  • be proactive and innovative in delivering comprehensive and targeted services to students and staff
  • engage with clients to continuously improve our services and collections
  • respond promptly to specific issues and comments


Your Rights and Responsibilities

We acknowledge the following rights and responsibilities of our clients:

As our client you have the right to:

  • feel welcome and be treated with respect
  • have equitable and timely access to resources, facilities and equipment
  • expect timely and courteous assistance
  • expect library spaces which are conducive to learning, and teaching and research


As our client, your responsibilities include:

  • treating Library staff and other Library clients courteously and with respect
  • proactively seeking help to improve research and information skills
  • observing Library rules and regulations
  • providing appropriate feedback in a timely manner


Comments and Feedback

We welcome feedback to inform our policies, procedures, services and resource provision.  We regularly monitor our performance against a set of Service Standards and have established processes for service improvement.

If you would like to comment on our service or make a suggestion you can:


Customer feedback forms are also available at most service points.

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