Customer Service Policy Statement

Revised, March 2012

Western Libraries is committed to providing a positive customer service experience by adopting the following service guidelines. We will work to provide exceptional customer service whether virtually or in person.

Service Guidelines:

Attitude of Courtesy and Respect

  • We will expect all users and staff to treat each other with courtesy and respect.
  • We will maintain the privacy of our patrons without judgment or bias.


  • We will provide a safe and friendly environment for the user community to work in.

Embrace a Learning Culture

  • We will embrace a culture of learning, so that we can continually improve library services, resources, and processes to best meet our user community's needs.
  • We will encourage staff training and development.
  • We will encourage our user community to become self-sufficient life-long learners.

Efficiency and Effectiveness

  • We will establish, promote, maintain and evaluate a range of quality services that support Western Libraries' mission and goals.
  • We will be efficient and effective with the delivery of our services.


  • We will communicate clearly and in a positive and helpful manner.
  • We will adapt our communication or services to best meet the needs of our diverse user community.


  • We will encourage feedback from our user community and we will follow up with this feedback.

Comments or suggestions about our services?

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