Problems with borrowing

Overdue points

Overdue points will only accrue on high demand items

• It is your responsibility to ensure that items are returned or renewed by the due date.
• You are responsible for all items listed on your record.
• Any long overdue items you have you will be invoiced for.

• If you have returned overdue items and accrued 100 overdue points or more, you will be blocked from borrowing for a minimum of 2 weeks.
• Overdue items need to be returned prior to 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 borrow again.

Renewing overdue items

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

Review process

• You can contact library staff to apply for a review of your situation.
• Please contact library staff at the Service Desk on your campus for an application form.

Review my problem

If you have:

• an item that is still listed on your library record that you have returned
• an item listed on your library record that you never received
• received a library 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
• a library encumbrance, for an invoice you have not paid

You may contact the Library to ask for a review of the problem.

Review process

• You can contact library staff to apply for a review of your situation.
• Please contact library staff at the Service Desk on your campus for an application form.

If you have any other problems/concerns/questions/complaints about a library service, please contact the library.

Damaged items

If you damage a library item, you may be charged the replacement cost for the item and an invoice will be sent to you.

Options:

1) pay the full invoice amount
2) instead of paying the full invoiced amount of $110.00 (GST inc, replace the damaged copy with a good quality copy(i.e. a secondhand copy) 

• With option 2, you will still be required to pay an administration cost $11.00 (GST inc), and a processing cost $33.00 (GST inc).

3) You may contact the Library to ask for a review of the problem.

Review process

• You can contact library staff to apply for a review of your situation.
• Please contact library staff at the Service Desk on your campus for an application form.

Lost items

If you lose a library item, you should contact the library immediately to inform us of the loss.

• You may be required to pay the replacement cost of the item.

Replacement Options

• You may replace the lost item by purchasing a good quality copy (i.e. a secondhand copy) instead of paying the full invoiced amount of $110.00 (GST inc).
• If you provide a replacement copy, you will still be required to pay an administration fee of $11.00 (GST inc), and a processing fee $33.00 (GST inc).

Review process

• You can contact library staff to apply for a review of your situation.
• Please contact library staff at the Service Desk on your campus for an application form.

Invoiced items

If you have an item that is long overdue you will 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.
  • Kindle is 7 days overdue.
    
    
• You should 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).
• You may replace the invoiced item by purchasing a good quality copy (i.e. a secondhand copy) instead of paying the full invoiced amount of $110.00 (GST inc).
• If you choose to replace the item, you will still be required to pay the library an administration fee of $11.00 (GST inc), and a processing fee $33.00 (GST inc) when you provide the replacement copy.
• For any long overdue invoice queries please email the Library Invoicing Officer.

Review process

• You can contact library staff to apply for a review of your situation.
• Please contact library staff at the Service Desk on your campus for an application form.

Replacing an item

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

You can pay the full invoice replacement cost of the item approximately $110.00 (GST included) or $125.00 (GST included) for a BONUS+ item. Note that the amount may vary, depending on the original cost of the 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 copy of the same item. Therefore you will only 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). Note you will not be refunded the processing and administration costs.

Review process

• You can contact library staff to apply for a review of your situation.
• Please contact library staff at the Service Desk on your campus for an application form.

Encumbrances

Students who do not pay money owed to the University, including invoiced library books, will have encumbrances placed on their enrolment.

The library will attempt to contact you prior to placing the encumbrance advising you:

• To return the item.
• To pay the outstanding invoice.

Once the encumbrance has been placed on your record you will not 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 (off campus students).
• obtain re-enrolment information.
• have access to assessment results.
• obtain examination date or location advice (off campus students).
• have approval to graduate.

To remove an encumbrance

You will need to

• Pay the outstanding invoice for the library item.
• Return the item and pay the associated administrative cost of processing the invoice, ($11.00 GST inc).

You will need to

• Wait at least 2 working days to for the lifting of the encumbrance process to be completed.

When the encumbrance is cleared, you are allowed to borrow items from the Library and your IT access is restored.

Review process

• You can contact library staff to apply for a review of your situation.
• Please contact library staff at the Service Desk on your campus library for an application form.

Lost library card

• The loss of your Library borrower's card must be reported to the Library immediately.
• You may be responsible for any items borrowed up until the time the Library has received such a form or report.

Please contact Deakin Central for a replacement card.

Change your contact details

It's your responsibility to keep your details current, to ensure you receive notification when library items:

• you have requested are available for collection
• you have borrowed are due to be returned
• are overdue
• are long overdue and invoiced.

You can change your contact details

• Students: this can be done via the Update your addresses link on the sidebar menu in Student Connect.
• Staff: this can be done via Staff Connect.
• Others: Contact library staff to have your address details amended on your library record. You may also opt to have your notices sent by email.

If you have any questions please contact staff at the Service Desk at you campus library.

How we contact you

• The Library will contact you usually by email or by phone.
• All notices will be sent to your email address unless other arrangements have been made and are sent as a courtesy only.
• Library Invoices will be sent by mail.
• All Deakin University staff usually automatically have their Deakin email address uploaded into the library system from their staff record.
• All Deakin University students have the email address that is on your student record uploaded into the library system.
• Alumni, Community, CAVAL and ULANZ borrowers will need to register your email address to receive notices.

Enter My Library in the Catalogue:

• 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.

Deakin University Library will not guarantee delivery to your email address, or postal address, and will not monitor and/or manage undeliverable messages.

Lost property

Lost property found in the Library

• You can hand it into staff at the Service Desk at your campus library.

If you have lost something in the Library

• You can contact the Library or ask at the Service Desk at your campus library

Lost property will be kept in the library for a maximum of 1 week, after which time the item is taken to Deakin Central. Please note that the item will be returned in the condition that it has been received in.

Valuable items

• Library staff will try to contact the owner, if they can be identified.
• Once contact has been made, lost property processes will be followed unless an agreement to collect date has been made.

Reclaiming lost property

When reclaiming lost items, you will be required to provide proof of ownership/identity and/or identity of the item, to the satisfaction of the member of staff handling the reclaim of the item.

Note: The Library does not take responsibility for the security of personal belongings in the Library. You are advised not to leave your personal belongings unattended at any time while you are in the Library.

Items never received or borrowed

If you have not received or borrowed an item that is listed on your library record, you need to notify the Library as soon as possible to initiate the review process.

• Library staff will search for the item (including checking records; delivery manifests; library shelves) for 14 days.
• You will be asked to search your home, office and car.
• If you are an off campus student who receives the Delivery Service, you will 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 still lodged with the post office.
• You will not accrue overdue points while the search is being done, and you will be able to continue to borrow, unless you have been encumbered.
• If, during the 14 days period, the item is found by you or by the library, the item will be removed from your library record. Any overdue points you may have obtained before you submitted this form will remain on your library record.
• If the item is not found, the Library will determine whether or not to accept your review application, or charge you the replacement cost of the item.

Review process

• You can contact library staff to apply for a review of your situation.
• Please contact library staff at the Service Desk on your campus for an application form.

Returned items still on your library record

If an item that has been returned is still listed on your library record, you need to notify the library to initiate the review process.

• Library staff will search for the item (including checking records; delivery manifests; library shelves), for 14 days.
• You will be asked to search your home, office and car.
• If you are an off campus student who receives the Delivery Service, you will also be asked to check with your local Australia Post Office or with the courier.
• You will not accrue overdue points while the search is being done, and you will be able to borrow other items unless you have been encumbered.
• If, during the 14 days period the item is found by you or by the library, the item will be removed from your library record, Any overdue points you may have obtained before you submitted this form will remain on your library record.
• If the item is not found, the Library will determine whether or not to accept your review application, or charge you the replacement cost of the item.

Review process

• You can contact library staff to apply for a review of your situation.
• Please contact library staff at the Service Desk on your campus for an application form.