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Community FeedbackQuality Library Services - Have Your Say Central Highlands Regional Library Corporation strives to ensure that services always reflect the needs of the community and its customers in terms of access, affordability, expectations and values. We welcome your comments, suggestions and questions to guide the continuous development of innovative services. What can you expect from your library? The Library has a Customer Service Charter which describes the scope of the services that you can expect to receive from Central Highlands Regional Library Corporation. How to give feedback or make a suggestion You can send suggestions about services and resources by using the feedback section in our Forums @ CHRLC or you can make direct contact by phone, email, mail, fax or in person to any CHRLC staff member. Making a Complaint Central Highlands Regional Library Corporation has a formal Complaint Handling Policy and associated Procedures in place to ensure all customer complaints are addressed. CHRLC places a high value on feedback from our customers. This feedback is used to shape and refine the future delivery of library services. In addition, unsatisfactory conduct by staff can also be addressed under this process. A key objective of our complaint process is to promote public confidence in CHRLC by ensuring openness and transparency in handling complaints about our services and operations. How to lodge a complaint: You are encouraged to play an active part in the resolution of the problem by providing as much relevant information as possible to enable a solution to be found. In the first instance you should contact the staff member or branch manager you have been dealing with. This staff member or branch manager will try to resolve the problem where possible, or the matter may be referred to another more appropriate staff member for resolution. If you remain dissatisfied with the action taken at that level you are encouraged to contact the staff member’s supervisor and, if you wish, seek to have the decision or outcome reviewed by the CEO or the Board. CHRLC will acknowledge receipt of your request for a review and provide you with a response following consideration of the matter. Your complaint may be made orally, however you are encouraged to put your complaint in writing. You may like to use our Complaint Form. If you remain unsatisfied with the review undertaken by CHLRC you may refer the matter to an external complaint management body, such as Ombudsman Victoria. Library Survey Every two years CHRLC participates in a Survey with other Regional Library Corporations to gather information about customer satisfaction and service delivery. The information gathered from this survey is used to set priorities for planning, management of Library resources, and staff development and training. Focus Groups CHRLC regularly holds focus groups with library users to ascertain attitudes and opinions on our library service, questions concerning different aspects of the library service are asked in an interactive group setting where participants are encouraged to voice opinions and thoughts. If you are interested in participating in the next library focus group that CHRLC holds please register your name and phone number with library administration on 5332 2615. CHRLC's most recent focus group was held during November, 2006. The aim of this focus group was to gain public opinion and comments on branch library collections. The following link is to a report on the outcomes of the focus group, a full transcript of the November 2006 Focus Group comments may also be obtained by contacting Library Administration on 5332 2615. |
Featured Book
 Breaking dawn by Stephenie Meyer Featured DVD
 Atonement Featured Junior Book
 Waiting for mama by Tae-jun Yi |
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