Service charter of the Library (UPM Resolution of January 19, 2016)

1. General and legal Information

A. Mission

The Library of Universidad Politécnica de Madrid (here in after UPM) composed of all the libraries of the campuses of the University has the mission to facilitate access and dissemination of information resources and documents as well as collaborate on the process of knowledge creation, in order to contribute to achieving the objectives of the University.

B. - Services

  1. Consultation in the reading room, of original or reproduced materials existing in the Library.
  2. Loans of bibliographic and technological material. Intercampus loan. 
  3. Obtaining scientific and educational documentation that is available in libraries and UPM locations.
  4. Making available to the users spaces and facilities for teaching and learning that are available in libraries and UPM departments.
  5. Services and hardware and software resources adapted for people with disabilities available in libraries adapted for it. 
  6. Bibliographic information, guidance and customer service in person or electronically via the website of the Library, email  y social network.
  7. Access from a single point to different electronic services and online resources: Polibuscador.
  8. User training  for the acquisition of information skills through classroom and online courses through the Moodle platform as well as courses on demand of users.
  9. Obtain  Pasaporte Madroño ID card that allows the user to borrow books of any of the libraries of universities and organizations that make up the Consorcio Madroño.
  10. Digital Management Platform for publishing electronic documents of scientific, educational and institutional character.
    Archivo Digital, Colección Digital Politécnica, Poli-RED
  11. Support Tools  (journal publication, Refworks, Digital File ...) to the processes of evaluation and accreditation of teachers.
  12. Library extensión  and dissemination of information on bibliographical and document collections through exhibitions, web, print and electronic directories, social networks and the organization of cultural activities.

C. Rights and duties


All users will have the right to access the bibliographic and to use all the services that the Library of the UPM offers, in line with the  standards set by the UPM


All users will have the obligation to respect other users as well as the media, facilities and documents that the Library offers, ensuring their physical integrity, handling them correctly and requesting assistance from library staff when is required.

D.- Collaboration, suggestions and complaints

Users of the University Library UPM will exhibit their comments, suggestions or complaints about the operation of it: 

  • Through email from libraries centers.
  • Through existing mailboxes suggestions in libraries centers
  • Through existing forms at the loan counters and user support. usuarios.
  • Through social networks in which the Library participates.

E.- Regulations

Statutes of the Universidad Politécnica de Madrid (Approved by Decree 74/2010 of 21 October).

Loan Regulations of the Libraries of the UPM (Approved by the Governing Council of the UPM on January 27, 2011).

Royal Legislative Decree 1/1996 of 12 April, approving the revised text of the Intellectual Property Law is approved.

Law 5/1998, of March 6, Incorporation into Spanish law Directive 96/9 / EC of 11 March 1996, the European Parliament and the Council on the Legal Protection of Databases.

Law 16/1985 of June 25 Spanish Historical Heritage.

Open Access Policy (Adopted by the Governing Council on October 28, 2010).

2- Quality commitments and indicators

Commitment 1

Answer requests for general information and literature made by email or through the catalog of the Library no later than two working days

Indicator             Standard          Periodicity           Data collection instrument

Percentage of requests for information
general and literature attended at term

                  100%              Monthly                     Record Sheet
Commitment 2
Collect all kinds of suggestions and complaints and respond to them within a period of time not exceeding two working days
Indicator             Standard          Periodicity           Data collection instrument

Percentage of suggestions or complaints answered within time

                  100%              Monthly                       Record Sheet
Commitment 3
Serve in the loan service in a time that shall not exceed ten minutes
Indicator             Standard          Periodicity           Data collection instrument

Percentage of loans serviced on time

                  100%              Monthly                        Record Sheet
Commitment 4
Process the application documents available at any branch of the Library, as well as other outside of it, in a maximum of two workdays
Indicator             Standard          Periodicity           Data collection instrument

Percentage of requests for documents procedures available at any branch of the Library, as well as other outside of it, made in within time

                  100%              Monthly                        Record Sheet
Commitment 5
Provide basic and specialized courses in informational competences to all users who request within a period not exceeding five working days of the request
Indicator             Standard          Periodicity          Data collection instrument

Percentage of courses taught in within time

                  100%              Monthly                       Record Sheet 
Commitment 6
Send users by electronic means (email, mobile phone ...) notice of available reserves and delays in returning books no later than 24 h
Indicator             Sandard          Periodicity          Data collection instrument

Percentage of notices sent on time

                  100%             Monthly                        Record Sheet

3. Relief Measures in case of breach of commitments

In case of breach of the commitments of this letter, you may file a complaint or claim by the means described above, specifying the commitment is considered failed. The University Library UPM will respond to the complaint or claim within a period not exceeding 48 hours, indicating the measures set out in the scope of its powers.

4. Contact Information

University Library Service

Unit responsible for the Service Charter

C/ Ramiro de Maeztu, 7 Ciudad Universitaria 28040


TF: +34 91 336 5930

CEYDE. Centro de Documentación Europea

C/ Doctor Federico Rubio y Gali, 11 bajo izda. 28039 Madrid


TF: +34 91 535 16 28

Campus Ciudad Universitaria:

Biblioteca E.T.S. de Arquitectura

Avda. Juan de Herrera, 4 28040 Madrid


TF:+34 91 336 65 23

Biblioteca Aeroespacial (E.T.S.I Aeronáutica y del Espacio)

Plaza Cardenal Cisneros, 3 28040 Madrid


TF:+34 91 336 62 88

Biblioteca E.T.S.I. Agrónomos

Ciudad Universitaria, 20840 Madrid


TF:+34 91 336 56 09

Biblioteca E.T.S.I. Caminos, Canales y Puertos

Ciudad Universitaria, 28040 Madrid


TF:+34 91 336 67 39

Biblioteca E.T.S.I. Montes

Ciudad Universitaria, 28040 Madrid


TF:+34 91 336 70 85

Biblioteca E.T.S.I. Navales

Ciudad Universitaria, 28040 Madrid


TF:+34 91 336 71 62

Biblioteca E.T.S.I. Telecomunicación

Ciudad Universitaria, 28040 Madrid


TF:+34 91 336 72 58

Biblioteca Facultad de Ciencias de la Actividad Física y del Deporte

C/ Martín Fierro, s/n 28040 Madrid


TF:+34 91 336 40 46

Biblioteca E.T.S. de Edificación

Avda. Juan de Herrera, 6 28040 Madrid


TF:+34 91 336 75 78

Biblioteca E.U.I.T. Agrícola

Ciudad Universitaria, 28040 Madrid


TF:+34 91 336 54 48

Biblioteca E.U.I.T. Forestal

C/ Ramiro de Maeztu, s/n 28040 Madrid


TF:+34 91 336 75 40

Centros en Madrid

Biblioteca E.T.S.I. Industriales

C/ José Gutiérrez Abascal, 2 28006 Madrid


TF:+34 91 336 30 76

Biblioteca E.T.S.I. Minas y Energía

C/ Ríos Rosas, 21 28003 Madrid


TF:+34 91 336 70 31

Biblioteca E.T.S.I. Diseño Industrial

C/ Ronda de Valencia, 3 28012 Madrid


TF:+34 91 336 76 95

Biblioteca E.T.S.I. Civil

C/ Alfonso XII, 3 28014 Madrid


TF:+34 91 336 77 33

Campus de Montegancedo

Biblioteca E.T.S.I. Informáticos

Campus de Montegancedo, s/n Boadilla del Monte 28660 Madrid


TF:+34 91 336 69 16

Campus Sur

Biblioteca Universitaria Campus Sur (ETSI Topografía, ETSI Sist. Inform., ETSI Sist. Telecom.)

C/ Alan Turing, s/n 28031 Madrid


TF: +34 91 452 4900 (Ext. 1985 / 1986) 

5. Publication, review and period of validity

This Charter shall enter into force on the day following its approval by the Governing Council and shall be valid for 4 years.

The evaluation of the degree of compliance with the commitments made in the Charter shall be made annually