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November 17, 2018
Halton Hills Public Library. A world within our doors

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Library Board Policies - Service Policy

Recognizing that the patron is the focus of the Library’s mission, the Halton Hills Public Library will be guided by a customer service philosophy.  By adopting this philosophy, staff hope to provide an experience for patrons that is positive and memorable.  Staff will serve all patrons of the Library, without discrimination, and in a consistent, fair, open, courteous and efficient manner.

All interactions and transactions between a library patron and the Library’s staff will be considered confidential and will be discussed only in a professional context. Such matters include, but are not limited to, registration information, materials selection, loan transaction records, information queries, borrower card status, etc.

Below is the “Service Promise” to be posted prominently in the Georgetown and Acton branches:


As our patron, you can expect:

  • equal access to information
  • programs and services that reflect community interests
  • dynamic service by informed staff who take ownership of every interaction
  • acknowledgement of and responses to your feedback
  • fair procedures and policies
  • welcoming accessible spaces
  • timely communication
  • confidentiality

As a patron of the Library, we expect that you will:

  • respect the rights of all library patrons to share a common space
  • ensure the safety of children in your care
  • be courteous and respectful to others
  • follow library membership procedures and policies
  • treat library materials, resources, and property with care

We will work with you to provide an outstanding library experience.

For further details, please see the Library’s Code of Conduct for Library Users

Revised/Approved: December 13, 2017

Revised/Approved: June 10, 2015

Next Scheduled Review: April 2022