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.

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 November 2026.