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Frankston Library

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Library Feedback

Thank you for your feedback. Find out our responses to your queries.

January 2018

88% Customer Satisfaction Rating


Praise for what we do

 “I phoned to leave a message for someone and I received kind and thoughtful help from Sally and Joanne. I am completely blown away by their kindness. Thank you so much.” ~ Lindy       

“My daughter lost her library card before Christmas 2017.  She received it in the mail, as it must have been handed in.  Thank you so much.  She was so excited to get mail too!”

“Many thanks for the years of kind and helpful support from all your staff members.”

“Great, Good, Excellent!!!  Thanks heaps all staff.”

“Many thanks Debbie for returning my library card.”

“The girls are incredibly kind and helpful and will go to length to make sure your satisfied.  They don’t get enough credit for it.  Thank you for everything you do.”

“Really good workers! Books are good too.”  

“Thank you! Very good library.”


Customer Service

“Air conditioning (Frankston Library) too cold in afternoons. Please adjust!”

Despite regular maintenance, the air conditioning may be too cold or not cold enough at times. It is very difficult to find the perfect temperature for all patrons.

“Every time I use the computer there is a lot of dirt and dust around and under them. Please tell your cleaners to pay attention to detail!”

Library staff clean the computer area including the keyboards every Friday before the library opens. If the area you are using needs extra attention, please see one of our staff members.

“Love the library – but very frustrated to try to return items on Australia Day (single day public holiday) and find the chutes closed!  I also noticed someone else had left their returns in a bag by the door, so I’m not alone.  Great service generally, but please fix this.”

The library is open 7 days per week and the chutes are open 24 hours a day with the exception of public holidays. Because we return an average of 1500 items per day, we have to close the chutes on public holidays, as they would become blocked and items could spill over and get lost. We apologise for the inconvenience.

“The café wasn’t open between 10 and 11 when we came in on the Talbot bus for our visit.”

We apologise for the inconvenience and have forwarded your comment to the café operator.

“Langwarrin Shop closed on 2 x Saturdays.  Notice on shop window  Closed from 2pm Friday – sorry for inconvenience.  Library hours showed different.  Open Saturdays.”

Please note that the Langwarrin Shop will be closed for renovations until the 22nd of February 2018.

“Request clear signage of the Quiet/Study area.  Many patrons use it as office space, making loud phone calls and eating noisy food (celery, apple, crisps).  Ironically, it is the noisiest part of the library, often.  These patrons are surprised when told it is a quiet area.”

We try to cater for different ways the community wants to use their library by having different areas for different purposes. If the noise is excessive please see one of our staff members and we will find a solution for you.

“Extremely disappointed batteries can no longer be left at library.  It will now involve parking again or involve a walk.  Difficult when time poor low mobility.  May cause batteries to be disposed of in rubbish bins.”

We encourage recycling and are sorry that we cannot provide the hub at Frankston Library anymore. Unfortunately it was not being used appropriately by some people and this caused health and safety issues for library and council staff.

“What’s the point of opening on 1st Tuesday of each month at all in Carrum Downs.”

On the first Tuesday morning of each month, staff are provided with training of new procedures and processes to ensure the customers receive excellent service.

“The hall needs air conditioning.”

Thank you for your feedback. We will pass it on to the Facilities Department of Frankston City Council.


Computers & Equipment

“I would like it if you could hold it for 12-24. Thank you.”

Computers can be reserved up to two weeks in advance.

“My system found severe issues with the Hewlett-Packard router including a weak password and lack of encryption.”

Thank you for your advice, please be aware the wireless network is a public network and open to access by many devices and people.

“Please may we have a DVD/CD player connected to the TV in the children’s area?”

DVD/CDs can be played on any of the public computers and you can connect to our children’s eBooks by going into the eLibrary section of our website and clicking on StoryBox and Tumble Books.  The large screen is for our Wii console and games.

“Computers only work half the time.  Always dropping out.”

“Internet kept dropping out.  Staff restarted modem several times.  Internet came back on for 1-2 minutes.  Customers and staff borrowing very frustrated!”

The library is aware of the issues with the internet connection at Carrum Downs, the solution requires works on the mast located on the roof of the building and has been booked with a company that specializes in the work required.  Unfortunately, this will take some time to resolve.

"When you click on an item to renew it, if it has a reservation on it, it would help if it would tell you that in the same window instead of in an area further down the list.”

I’m not sure if you are referring to renewing online via a PC or a phone/tablet or one of the kiosks.  Could you please show one of the staff when you are next in the library.



 “More audiobooks would be excellent esp. Harry Potter series, Dresden series, Matthew Reilly books, Outlander series.”

Thank you for your suggestions we will see what is available to purchase.  We also have a great selection eTalking Books available for loan via the library website.

“Spend a little money on repairing/replacing CD jewel cases.  Damaged cases damage CDs."

We do replace broken CD cases.  We will ask staff to check more closely for any damaged cases.

“Hi, I just had a couple of recommendations, thank you.  Suburbicon, Megan Leavey, Orphan Black Season 5.”

Thanks for your suggestions.  We have ordered ‘Suburbicon’ and ‘Orphan Black’ for our collection.  Megan Leavey had no cinematic release in Australia and has not been released on DVD here either.

“Just a suggestion as very happy with library.  I thought that putting all DVD films in one area and series in another might be good.”

Thank you for your suggestion.  We will consider this option.


Summer Reading Club Finale

 “The children’s storyteller Mateo was brilliant. It was great to see all the children engaged and laughing and interacting with his performance. Thank you for organizing.”            


Battery Circuit

“Very Good”

“I really enjoyed the torches and experiment.  I Hope to come back to do more experiments.” 

“Building a little electricity circuit was great fun!”


Charlie Silly

Fantastic experience.  Kids are very excited this program.”

“Kids loved this holiday program.  I had a good time too!”

“Great holiday fun.  Excellent presenter.  Kids loved him.”

“Charlie Silly Pants was lots of fun.”

“Charlie Silly Pants was very enjoyable.”

“Charlie Silly Pants is so funny, we have seen him several times.  Great idea Frankston, do it every holiday!!”

“Watched the Charlie Silly Pants Show.  Both my kids aged 5 and 7 loved the show.  They couldn’t stop laughing the entire show.”

“Charlie Silly Pants – I like all your silly stuff.”

“Gracie and Charli had a great time.  Brilliant. Thank you.”

“Thank you so much.”


Make a Terrarium

“Fantastic.  Enjoyed very much making and learned how to plant.”

“Did terrarium holiday session.  Kids loved it!  Great, easy, informative STEM.  Would love to do again.  Kerry was lovely as always, so patient and great teacher.  Thank you so very much!”

“Love it”

“We really enjoyed making the terrarium.”

“I’d really enjoyed the plants for the environment.  I hope to come back soon!”

“Wow we had a really nice time.  She has a terrarium now! Thank you!”

“The terrarium activity was great.  I had fun.  Thank you.”


Where’s Wally Scavenger Hunt

“Where’s Wally is a great school holiday activity.  Ideal way to spend the morning.  We’ve been to the Carrum Downs and Seaford sessions now.”

“Very well organized.  Kids had a great time.  Great free activity.”

“I came with my girls and friends.  Fantastic!!  Well organized and lots of fun. Thank you.” 

“I really enjoyed the activity.  I hope to join you again for Where’s Wally.”

“I really had fun and I hope I can do it again.”

“Was fun but needed more fun pages in workbook and photo prop maybe.”

“Great morning.  Would like it again next holidays.”

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