Frequently Asked Questions
 

What is the Library's Mission Statement?

Council's vision is for a sustainable and prosperous Regional City with a harmony of urban and rural qualities. Our organisation's mission is to implement Council’s strategy and program, through skilled and responsive management, by valuing staff, partnerships and community involvement, by providing quality customer service and upholding ethical standards and behaviour.

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What is the address of your main Library?

The main branch of the Library is located in the Penrith City Council Civic Centre at 601 High Street, Penrith (that is, on the north east corner of High Street and Castlereagh Road). The Civic Centre building is located at the western end of Penrith Plaza and across from the Joan Sutherland Performing Arts Centre.

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How do I go about getting a library card?

Library membership is free if you live, work, pay rates or go to primary or high school in the Penrith City Local Government area. To join, simply go to your nearest library branch. You will need to show proof of residential address when joining (e.g. current driver’s licence, health care card, council rate notice, electricity or gas bill etc.). If you are under 16 years of age you will need a parent or guardian to join on your behalf. The card remains the property of Penrith City Library.

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Can I join the library if I am not a resident of Penrith City Council?

An annual subscription of $18.00 or $14.00 for a concessional membership subscription, applies to members who are not residents/ratepayers and/or employees or school students in Penrith City Council area.

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What are the requirements and benefits of the Penrith City Library Concessional Membership?

Only the Concession cards approved by Railcorp [Rail Corporation New South Wales] will be accepted by Penrith City Library for its Concessional Membership (see - http://www.cityrail.info/tickets/concessions/). Some of the library fees and charges are reduced or waived for concessional members. There is a reduced out of area membership fee and there is no charge to replace a library membership card if it is lost.

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What are the requirements and benefits of Gold Membership of the Penrith Library?

Gold Membership can be obtained by library members with a minimum of 12 months membership. Additionally, that membership will not have incurred overdue charges during the preceding 12 months of application. Gold Membership can be revoked by the library if overdue charges are subsequently incurred.

A Gold Member can borrow a maximum of 20 items on their membership card. A Gold Membership can apply to both local and annual subscription memberships.

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How many items may I borrow at any one time?

Members may have up to ten (10) items on loan at any one time. Gold Card members may borrow 20 items at one time. Reference books, Local Studies material and other special collections are NOT FOR LOAN.

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How long may I borrow items?

Items may be borrowed for up to three (3) weeks, except magazines and DVDs, which may be borrowed for one (1) week only.

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May I borrow more items if I have overdues?

Depending how long the items are overdue. Where fines and/or charges have accrued on the overdue items, further borrowing of items is prevented until the overdue items are returned and outstanding charges are paid.

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May I check out materials if I don't have my card with me?

For your protection, and ours, we require you to bring your card with you every time you wish to borrow.

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Must I return items to the place from which I borrowed them?

You may return items to any Penrith City Library branch.

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How long does a library card last?

A card lasts as long as it is physically useable. However, even though you retain the same card, we ask you to re-register every two years so that we can keep up with any change to your registration information. The computer will let you know when it is time for an update. If the card has been worn due to extended use over time, it may be difficult to scan, and can be replaced free of charge.

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What do I do if I've lost my library card?

There is a $5.00 charge for replacing a lost or damaged card. By paying the $5.00 replacement fee at any branch, you will be issued with a new library card which you must sign. Proof of home address details will be required when replacing a lost library card. The card remains the property of Penrith City Library. Pensioner members with concessional cards recognized by State Rail can have their lost card replaced for free - please show staff your concession card, and proof of home address details.

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What do I do if my library card has been stolen?

Inform the Library, who will immediately cancel your card. Please remember that unless you do so, someone else may use your card to borrow items - you will still be liable for any lost items they borrow until it has been cancelled.

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Can I return items if the Library is closed?

Yes, through the ‘after hours’ book chutes located only at our central branch at Penrith and St.Clair libraries. Simply place items down the book chute near the main entrance of the libraries.

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Can I access your Library catalogue from home?

The library catalogue can be accessed from home. It lists the print and media resources available in the library branches. It provides home access for library members to a wide range of online databases. Through the MyLibrary option on the catalogue library members can view their loans and library charges, reserve items and track their progress, renew their loans, track inter-library loan requests and suggestions for purchase. Specific purpose messages may be displayed for library members, for example alerting them to new titles. To Login to MyLibrary, it requires you to have a current library membership number. It may also request a PIN number which is your date of birth – 8 characters – ddmmyyyy.

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How do I renew an item?

You can renew the loan of an item by rechecking it out at any branch library, alternatively by phoning the library during opening hours, or via the My Library feature of the Library catalogue http://opac.penrithcity.nsw.gov.au. Items not on reserve, may be renewed twice.

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How do I reserve a library item?

This can be done either at the library or via the library’s Internet catalogue. If you are at the library, you can either ask a library staff member to reserve a title for you, or you can enter your own reserve on the library’s catalogue OR at home/office via our web based catalogue at http://opac.penrithcity.nsw.gov.au

Titles may be reserved for a fee of $1.35 per title. Reserves made on the Internet catalogue will not receive notification by mail. Reserves made at in person will be notified by mail, but only if requested of the library staff on duty at the time the reserve is made. Reserve progress can be tracked via MyLibrary on the library catalogue.

Reserves are pending for a maximum three months. After this time if the reserve has not been completed, the option of inter-library loan will be offered. Please note that Audio books, DVDs, and junior materials are not available on inter-library loan. Reserves for these categories that cannot be completed within three months will be cancelled. The library does not refund any reserve fee paid if we are unable to supply.

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How do I get a book sent here from another branch?

Items requested from another branch are treated the same as an ordinary reserve (i.e. $1.35 is charged per item requested). Alternatively, if you would like to pick the item up yourself on the same day at another branch, library staff will ring to ensure the item is available to be put aside for you. There is no charge for this service.

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If your library system doesn't own the book I want, how can I get it from another library?

Material not held in the library's collection may be requested for a $6.85 fee per item. A part-fee of $5.50 per item must be paid at the same time that you place the order, and the additional reserve fee of $1.35 is charged with the notification. Inter-Library Loan requests must be made in person at any branch library. The inter-library loans staff will confirm if any additional charges are imposed by the other lending library service. Notification will be sent by post when the item becomes available for pickup at your preferred location. The progress of the inter-library loan request can be tracked via My Library.

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Can I suggest that the library purchase a particular title?

Library members can suggestion titles for purchase at any library branch or through the MyLibrary section of the Library Online Catalogue. The library reserves the right to decline a suggestion based on library collection criteria, such as general suitability, age, price and format. The progress of the suggestion request can be tracked via MyLibrary and online patron messages.

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What happens if I believe I've already returned an item to the Library?

Any such claims should be made as soon as possible to library staff, to enable prompt checking. When an item is still on your card and you report it as ‘returned’, library staff will check the shelves of all branch libraries and you will be asked to check all possibilities again. The item will stay on your card until located. You are responsible for the item until the situation is resolved.

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What if I am late in returning items? What are the charges for lost items?

Penalties may be imposed for the late return, loss or damaging of items. These may include fines, full replacement costs including processing charge, the withdrawal of borrowing privileges or banning from the Library.

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Who is responsible for damaged, lost or stolen library materials?

It is your responsibility to notify the library if any of these situations occur. It is a condition of membership that you are always responsible for all items taken out on your card. If items are damaged, lost or stolen, you will be required to pay the replacement cost of the item/s, including a processing charge.

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Should I let you know if I change my address or name?

YES! Let us know whenever you change your name and/or address on your library card. It is a condition of membership that you notify the library of any such changes.

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Which of your library branches are open on Sunday?

Both the Penrith and St. Marys branches are open on Sunday from 10 a.m. to 5 p.m.

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How much is your Internet account and how do I sign up?

The cost of this service is $3.50 per hour for library members and $5 per hour for non-members. Internet time may be used in short or long sessions to suit you. Internet terminals are available at all three branches; Penrith, St Marys, and St Clair. A free Wi-Fi hotspot service is available at Penrith, St Marys and St Clair Libraries. Daily wi-fi logons are available at the library service desks.

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How do I book one of the library’s meeting rooms?

Penrith Library has a Theatrette which is available for hire. You can either apply in person at the Penrith branch OR you can ring the Library on 02 4732 7889 during business hours. If you prefer to e-mail then send your request to: jhampton@penrithcity.nsw.gov.au.

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