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5. Rights and Duties

The Internal Regulations of the Biblioteca de Catalunya. 2021 outline the rights and responsibilities of users regarding the use of the Library and the services it offers.

5.1. Specific rights of users of the services covered by this charter.

As recipients of the services described in this service charter, users have the following specific rights:

  • Free and unrestricted access to consult the collections of the Biblioteca de Catalunya, in accordance with current regulations..
  • To be treated with professionalism and respect. To receive information and guidance about the collections, services, and their operation. To be directed to other libraries better suited to the type of consultation.
  • To consult and reproduce materials in accordance with established regulations.
  • Free access to cultural and educational activities organized by the Biblioteca de Catalunya.
  • Assurance of proper handling of personal data and confidentiality of consultations.

5.2. Compensation or redress measures.

In the event of non-compliance with the commitments expressed in this Charter, users may access the following compensation or redress measures:

  • A pertinent apology will be provided, with an explanation of the circumstances that led to the non-compliance, including the corrective measures to be taken to prevent recurrence
  • Alternatives will be offered, where possible.
  • The channels for requesting compensation or redress for non-compliance with commitments are the same as those described in section “5.5. Enquiries, complaints, and suggestions.”
     

5.3. Duties of users of the services covered by this charter.

  • To respect the rules for the use and reproduction of documents in the reading rooms and follow specific instructions given by staff.
  • To help maintain a suitable environment for study and research, respect silence, and make proper use of equipment and facilities.
  • To use the Internet in a way that does not disturb other users, avoiding the consultation of images that may be offensive or unpleasant.
  • To comply with the conditions and regulations. Changes of address or email must be reported to ensure proper communication.
  • To contribute to maintaining an atmosphere of respect towards staff and other users.
  • To use public resources and services responsibly and to help protect the environment.
  • To respect current legislation regarding intellectual property rights.
  • Failure to comply with the commitments and/or rules will result in the application of corrective measures established in the Internal Regulations of the Library of Catalonia.

5.4. General rights of citizens before the Public Administration.

You can consult the rights and duties established by current regulations governing the relations between citizens and the Public Administration

5.5. Enquiries, complaints, and suggestions

You can find guidance and information about services on the Library’s website..

If necessary, you may submit a complaint or suggestion:

  • Online, through the contact mailbox.
  • In person, by completing the paper form available at the Concierge Desk and at the Access and Document Supply Service desk. The completed form can be submitted at the Library’s Concierge Desk.
  • By post, addressed to the Library’s headquarters, Carrer Hospital, 56, 08001 Barcelona

In general, the Government of Catalonia makes various channels available for submitting enquiries. 

Responsibility for managing the services covered by this Charter lies with the Director of the Library of Catalonia, who will resolve complaints or suggestions regarding the services received. The resolution period is five working days.