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SQLA: Service québécois du livre adapté - Bibliothèque et Archives nationales du Québec.

Statement of services to the public

Bibliothèque et Archives nationales du Québec

Bibliothèque et Archives nationales du Québec (hereinafter called "BAnQ") is a library-science and archival cultural institution of national stature charged with the preservation of Québec's documentary heritage and with the showcasing and dissemination of the heritage collection, of its archival fonds and collections, and of a universal lending and reference collection. It is also a public library of resources for all Quebecers. In addition, it acts as a catalyst for Québec documentary institutions. Moreover, the Archives Act confers on BAnQ a power to intervene and advise in regard to the management of active, semi-active and inactive documents. Lastly, BAnQ is also responsible for promoting the preservation and accessibility of private archives.

Its mission

BAnQ has a broad mission:

in a physical and virtual environment with open and free access for all Quebecers.

Entrusted with this mission, BAnQ also pursues the following objectives:

Its commitments

BAnQ makes the following commitments:

Its clientele

BAnQ undertakes to welcome:

Its services

BAnQ offers the following free services: * 

Its means

BAnQ aims to be an institution of expertise and excellence that offers quality services adapted to the needs of its various clienteles. Service quality includes the following elements:

Accessibility implies that most services are provided free of charge, that there are areas accessible to persons with disabilities, that documentary and computer systems are user-friendly and that care is taken to make the services provided accessible to the largest possible number of people regardless of where they live.

In their relations with clientele, BAnQ staff are diligent, courteous and respectful. They must show empathy, readiness to help, honesty and integrity.

Requests for information are dealt with rapidly, fairly and impartially.

To guarantee the quality of its services, BAnQ continually re-evaluates its modes of operation, its procedures, the nature of its facilities and the functioning of its equipment.

BAnQ maintains a high level of vigilance in order to ensure the effectiveness of its client services programs. It reviews its objectives as required and makes its evaluations publicly available.

BAnQ defines the duties of personnel toward the institution, clients, the profession and colleagues, in order to prevent conflicts of interest, foster confidentiality and promote the quality of services. These obligations are set out in BAnQ's by-laws on conduct and ethics regarding management (Règlement sur le code d'éthique et de déontologie des administrateurs publics de la Bibliothèque nationale du Québec) and staff (Règlement relativement au code d'éthique et de déontologie du personnel de la Bibliothèque nationale du Québec).

Handling of complaints

BAnQ undertakes to handle complaints rapidly, confidentially, carefully and impartially.

Complaints are processed within 30 days of the date on which they are received.

To reach us:

Bibliothèque et Archives nationales du Québec
475, boul. De Maisonneuve Est
Montréal (Québec) H2L 5C4
Telephone: 514 873-1100 or toll free 1 800 363-9028
Fax: 514 873-9932

January 31, 2006

* Some services require client registration.