Quality service charter

The URCA university library is committed to improving the quality of service:

You want information and effective guidance

1. We provide you with the information you need to use the library services and we update this information in all formats.
2. We facilitate the use of our services on the Internet and we’ll guide you through the process of online formalities.
3. We’ll guide you to the right service and we support you in every step of your university studies.

You expect a kind and caring welcome

4. We welcome you with courtesy and mutual respect and we ensure your comfort.
5. We facilitate access to services for people with disabilities or in difficulty.

You want quick and clear answers

6. We will answer your requests and claims accurately

Within a maximum of one week when sent by email
Within a maximum of two weeks when sent by regular mail.

7. We will answer calls promptly and courteously.

You expect someone to listen to you
8. We use your comments and suggestions to improve our services.
9. We regularly survey your satisfaction and inform you of the results.