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Problems

Overdue points

Overdue points

Overdue points will only accrue on high demand items

  • It's your responsibility to ensure that items are returned or renewed by the due date
  • You are responsible for all items listed on your record
  • You'll be invoiced for any long overdue items you have.
ItemPoints
2 hour loan (Reserve)10 per hour overdue
7 day loan10 per day overdue
1 day loan10 per day overdue
Zooms - high definition cameras10 per day overdue
Item on loan that has been requested by someone else (a hold)10 per day overdue
(plus the number of points obtained for the item, i.e. 7 day loan item that is overdue will accrue 10 points per day for the item, plus 10 points per day because the item has been requested by someone else, a total of 20 points per day.)
  • Overdue points are added to your Library account when an overdue item is checked in. If the total number of overdue points exceeds 100, a two week suspension will immediately be imposed. A suspension blocks requests, new loans and renewals.
  • If you have other items that are due during the suspension period, they can't be renewed. They need to be returned prior to the end of the suspension date to avoid accruing further overdue points that could contribute to another suspension period being imposed.
  • At the end of your suspension period, you will be able to request, borrow and renew again.

Renewing overdue items

An overdue item can be renewed if no-one else has requested it.

You can apply for a review of your situation. Contact us or submit an Application to Review.

Invoiced items

Invoiced items

If you have an item that's long overdue you'll receive an invoice in the mail.

  • A long overdue invoice will be generated when a:
    • general loan item is 28 days overdue
    • 2 hour loan item is 3 days overdue
    • 1 day loan item is 7 days overdue
    • 7 day loan item is 7 days overdue
    • laptop is 3 days overdue
    • BONUS+ loan item is also 28 days overdue
  • Return the item, but you will still be required to pay the administration fee of $11.00 (GST inc)
  • If you have lost the item you will have to pay the full invoiced amount of $110.00 (GST inc)
  • Or you can replace the item
  • For any long overdue invoice queries please email the .

Online Library invoice payments can be made for long overdue, lost, damaged, and non-returned items or contact the cashier.

You can apply for a review of your situation. Contact us or submit an Application to Review.

Encumbrances

Encumbrances

Students who don't follow University procedures and timelines for fees, library borrowing, loans etc. will have encumbrances placed on their enrolment. Such encumbrances block provision of a range of important services.

Once the encumbrance has been placed on your account (about 9 weeks after the invoice is issued) you won't be able to:

  • borrow any items
  • have any online (IT) access to library resources
  • have access to CloudDeakin
  • have the ability to vary enrolments in any way
  • receive course materials -cloud (online) students
  • obtain re-enrolment information
  • have access to assessment results
  • obtain examination date or location advice (cloud (online) students)
  • have approval to graduate.

We will attempt to contact you prior to placing the encumbrance advising you:

  • to return/replace the item and pay the associated administrative cost of processing the invoice, ($11.00 GST inc).
  • or to pay the outstanding invoice.

Your access will be restored at least 2 working days after payments have been settled.

Online Library invoice payments can be made for long overdue, lost, damaged, and non-returned items or contact the cashier.

You can apply for a review of your situation. Contact us or submit an Application to Review.

Lost or damaged items

Lost or damaged items

If you lose or damage an item, you should contact us immediately to inform us. You may be required to pay the replacement cost of the item.

Options:

  • pay the full invoiced replacement cost of $110.00 (GST inc)
  • replace the damaged or lost item with a good quality secondhand copy. You will still be required to pay an administration cost of $11.00 (GST inc), plus a processing cost of $33.00 (GST inc)

Online Library invoice payments can be made for long overdue, lost, damaged, and non-returned items or contact the cashier.

You can apply for a review of your situation. Contact us or submit an Application to Review.

Replacing an item

Replacing an item

You may be asked to replace an item that you have damaged or lost. An invoice will be sent to you for the replacement cost of the item.

You can pay the full invoice replacement cost of $110.00 (GST included) or $125.00 (GST included) for a BONUS+ item.

Replacement cost for a Deakin Library item will be:$66.00 or the actual amount of the item
$33.00 processing cost (cost of preparing item for borrowing)
$11.00 administration cost
$110.00 Total (GST included)
Replacement cost for a BONUS+ items will be:AU$100.00 item replacement cost
AU$11.00 administration cost
AU$14.00 processing cost
AU$125.00 Total (GST included)

Or you can buy and supply the library with a good quality secondhand copy and then pay the processing cost and the administration cost of the damaged or lost item.

Cost for the Deakin Library item will be:$33.00 processing cost
$11.00 administration cost
$44.00 Total (GST included)

Refunds

If you subsequently find an item within a month of having paid for it, you may ask the Library for a refund of the amount of the item only.(e.g. $66.00). NB. you won't be refunded the processing and administration costs.

Online Library invoice payments can be made for long overdue, lost, damaged, and non-returned items or contact the cashier.

You can apply for a review of your situation. Contact us or submit an Application to Review.

Returned or never received/borrowed

Items never received/borrowed or you returned them

If you haven't received or borrowed an item that's listed on your library account, or you returned an item that hasn't been removed from your account, notify us as soon as possible.

  • we will search for the item (including checking accounts, delivery manifests; library shelves)
  • you'll be asked to search your home, office and/or car
  • if you're a cloud (online) student who uses our delivery service you'll also be asked to check with your local Australia Post office or with the courier, as in most instances the item is found by the borrower, or sitting at the post office
  • we'll remove overdue points while the search is being done, and you'll still be able to borrow unless you have waited too long to contact us
  • if the item is found by either you or us we'll remove the item from your library account.
  • if the item is not found we'll consider your Application to Review and consider further action to be taken.

You can apply for a review of your situation. Contact us or submit an Application to Review.

Review my problem

Review my problem

If you have:

  • an item that is still listed on your library account that you have returned
  • an item listed on your library account that you never received
  • received an invoice for long overdue items that you are unable to pay, or you want to query
  • overdue points that you do not think are justified
  • an encumbrance for an invoice you have not paid.

You can apply for a review of your situation. Contact us or submit an Application to Review.

Lost library card

Lost library card

  • Report the loss of your borrower's card to the Library immediately
  • You may be held responsible for any items borrowed up until the time the Library receives notification.

Contact Deakin Central for a replacement card.

Contact details

Change your contact details

It's your responsibility to keep your details current, to ensure you receive notifications when:

  • requested items are available for collection
  • borrowed items are due for return
  • items are overdue
  • items are long overdue and invoiced.

You can change your contact details:

  • Students: in Student Connect
  • Staff: in Staff Connect
  • Other Library members: contact us to have your address or email details amended on your library account.

How we contact you

  • we will contact you by email or phone
  • all notices will be sent to your email address unless other arrangements have been made and are sent by postal delivery as a courtesy only
  • Library invoices will be sent by postal delivery
  • student library accounts are generated after enrolment
  • staff library accounts are generated from the Human Resources Division
  • Alumni, Community, CAVAL and ULANZ borrowers can register their email address in My checkouts & holds:
    • Enter your family name, Library ID and PIN as prompted.
    • Select Modify Personal Information.
    • Type your full email address e.g. yourusername@hotmail.com.au
    • Click on Submit.
    • Please allow four working days from your registration for the email notices to be activated

We cannot guarantee delivery to non-Deakin email addresses or postal addresses and we don't monitor and/or manage undeliverable messages.

Library conditions of use

Read the Deakin Library Conditions of Use

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