Relais FAQs
Why have you changed this service?
- This new system is being implemented as part of a continual improvement process to make the Interlibrary Loan & Document Delivery (ILL) service more convenient and accessible to its users and to give ILL customers more scope to manage their requests online.
Who can use this service?
- Academic and professional staff
- Higher degree and postgraduate students
- 4th year undergraduate honours students
How do I log into Relais?
- You can log into Relais using your family name and library barcode.
My requests used to be listed in my library record. Where do I view them now?
- All your requests are listed in your Relais record when you log into the system.
- Select List Open Requests select this to view your current and pending requests.
- Select List All Requests select this to view your past and current requests.
How will I know my ILL item has arrived?
- You will receive an email when you request has been filled. Copies will be delivered electronically where possible and books can be collected from the holds shelves in the High Use Collection in the Baillieu Library.
- Some loan items are Library Use Only or must be read under supervision. You will be informed of this when the item is received.
When I collect my book, do I have to check it out?
- Yes, all loans need to be checked out using the self-check machines in the High Use Collections area.
- If you are having difficultly checking an ILL item out, please see staff at the library service desk for assistance.
- Loan items will be held for collection for 7 days from receipt of the pick-up notice.
I need more time to collect my book. How do I do that?
- If you need more time to collect an item, send an email to ill-library@unimelb.edu.au or telephone (03) 8344 5388 during business hours and ILL staff can arrage to keep it for a couple of extra days.
How do I renew an item?
- You can request a renewal of a loan via Relais by clicking on the Renew Loan button at the bottom of the request record and sending a message to ILL.
- Renewals can also be requested by sending an email to ill-library@unimelb.edu.au or telephoning (03) 8344 5388 during business hours.
How can I cancel a request?
- You can ask to cancel a request via Relais by clicking on the Cancel Request button at the bottom of the request record and sending a message to ILL.
- You can also cancel a request by sending an email to ill-library@unimelb.edu.au or telephoning (03) 8344 5388 during business hours.
My request has a status that says ‘Printed at LON’. What does it mean?
- This is the status that appears when a loaned item has been received and is ready for collection.
How can I search for a specific request?
- You can search for a specific request using the Query Request page. Requests can be searched by keyword, date submitted, call number or request number.
Where do I find my request number?
- When you make a request an email is sent to you with the details of the item requested and the request number. You can save this email and use it to refer back to your requests. Alternatively, when you log into your Relais account you can do a search under Query Requests using author or title keywords or by date requested.
What does the status column mean?
- The status column lets you know the progress of your requests. The most common status and their definitions are:
- Processed – ILL staff have actioned your request, such as placed it with a potential supplier, or the request has been filled
- Delivered - Your request has been supplied or is available for pick up
- Entered - You have successfully entered your request. Inter library Loans staff will now process your request
There seems to be a lot of fields on the request form. Do I have to fill them all out?
- Many of the fields on the request form are optional and you do not have to fill them all in to make a request. However when making a request you should try and provide as much information as possible to help us locate the item you require.
One of the delivery options for loans is 'Mail'. Can I have a book posted to my home or office address?
- No, the University of Melbourne Library does not currently offer a service for posting library items to your home or office. You are required to collect all loans in person from your nominated pick-up point.
My requests aren't showing up in my Student Portal? How do I check on them?
- Relais is not currently linked to the student portal and your interlibrary loan requests will no longer be listed under your library account like they used to be.
- All your requests are listed in your Relais record when you log into the system.
- Select List Open Requests select this to view your current and pending requests.
- Select List All Requests select this to view your past and current requests.
The order form only gives me the option to request a book or a journal article, but I want to request something else, such as a DVD or some microfilm. Which form do I use?
- To request items such as DVDs, microforms, or sound recordings, use the Book request form and under Additional Numbers/Letters make a note about the format of the item you require.
The form is asking me to enter a maximim cost. Do I have to tell you how much I am willing to pay for the request?
- No, you can leave that field blank. The University of Melbourne Library covers the cost of most interlibrary loan requests on your behalf. You would only be required to pay if the request attaracts unusually high acquistion or delivery fees, for specialty reproduction services, or for the purchase of a thesis. You will be notified beforehand if that is the case.