Patron Policies - Patron Complaints

1.2 Purpose

The purpose of this policy is to establish a Kings County Library procedure for filing, processing, and resolving a formal or informal complaint filed by any patron with regard to any Kings County Library staff, service, or other concern or request.

2.1 Policy

Kings County Library staff will accept, investigate, and attempt to resolve all complaints received. In the event an issue cannot be resolved, the patron shall be notified by the appropriate Kings County Library staff as to why resolution cannot occur and what decision has been made regarding the complaint.

3.1 Procedures

The following procedures shall be followed by all Kings County Library staff upon receipt of a patron complaint.

3.2 Unresolved In-Person Complaints

If the complaint cannot be immediately resolved in person by the library staff and/or the supervisor or lead in charge, the complainant should be encouraged to file their complaint by completing the Patron Complaint Form (including the patron’s signature) or by sending an email to askus@kingscountylibrary.org.

3.3 Complaints Received by Phone, Mail, or Email

If a complaint is received verbally, over the telephone, or in any other form (e.g., mail, email), the Patron Complaint Form should be completed by the library staff receiving the complaint.

3.4 Required Information on the Patron Complaint Form

The Patron Complaint Form must be completed with the following information:

1. Date complaint was received
2. Referral: the department that will address the concern
3. Referred by: the name of the person who received the complaint
4. Name of patron
5. Address of patron
6. Telephone or email of patron
7. Nature of complaint, concern, or request, providing as much detail as possible to assist the department that will work to resolve the issue

3.5 Next Steps

Library staff taking the complaint will confirm next steps with the patron.

1. The Patron Complaint Form will be forwarded to the appropriate lead, supervisor, or library manager for resolution.
2. Assigned library staff will notify the patron that they have received the complaint.
3. Library staff will investigate or review the identified concern and take appropriate action.

3.6 Resolution

The library staff person who resolves the concern should indicate the resolution on the Patron Complaint Form and obtain approval and signature from the library manager or library director.

1. If applicable, a follow-up letter, email, or telephone call informing the patron of the action taken regarding their request or concern will be completed by the appropriate library staff.
2. A copy of the letter (if applicable) and the completed Patron Complaint Form will be kept on file.