Our Customer Service Charter

BURWOOD LIBRARY AND COMMUNITY HUB 
CUSTOMER SERVICE CHARTER

At Burwood Library and Community Hub, we are dedicated to providing a welcoming and enriching experience for all our customers. Our Customer Service Charter outlines our commitment to delivering exceptional service in a friendly and efficient manner.

OUR COMMITMENT TO YOU

• To provide an inclusive, safe and accessible space for all
• To provide fair and equal access to our services and programmes
• To provide a prompt and courteous service by highly skilled and professional staff
• To provide access to comprehensive collections both print and digital which are continually updated to meet the evolving needs and interests of our community
• To collect materials that reflect the local history of Burwood
• To provide access to modern technology
• To be actively involved in engagement initiatives to foster a sense of community and lifelong learning
• To adhere to strict confidentiality and privacy standards
• To uphold zero tolerance for any behaviour which poses a risk to the safety of our customers and staff
• To value your opinions and welcome your ideas and suggestions on ways to improve our services

HOW YOU CAN HELP

Quality services in a safe and respectful environment can only be achieved in partnership with our customers. We ask you to:

• Treat staff with respect and courtesy
• Respect the rights and privacy of other customers whilst using the facilities 
• Supervise children in your care and take responsibility for their use of library resources
• Take care of library resources you use and borrow
• Use technologies in a cyber-safe and responsible manner
• Take responsibility for your property whilst in the Library and Community Hub
• Adhere to Library policies and staff direction

HAVE YOUR SAY

Complete a Customer Feedback Form or

Write to: Manager Library and Community Hub
2 Conder Street, Burwood NSW 2134
Phone: 02 9911 9999
Email: library@burwood.nsw.gov.au