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/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. If the complaint cannot be immediately resolved in person by the Library Staff and/or the Supervisor/Lead in charge, the complainant should be encouraged to file his or her complaint by completing the Patron Complaint Form, including the patron’s signature or sending an email to askus@kingscountylibrary.org.
3.3. 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 The Patron Complaint Form must be completed with the following information:
a. Date complaint was received.
b. (Referral): The department that will address the concern.
c. (Referred by): The name of the person who received the complaint.
d. Name of patron.
e. Address of patron.
f. Telephone/e-mail of patron.
g. 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. Library Staff taking the complaint will confirm next steps with the patron.
a. The Patron Complaint Form will be forwarded to the appropriate Lead, Supervisor or Library Manager for resolution.
b. Assigned Library Staff will notify the patron that they have received the complaint.
c. Library staff will investigate or review the identified concern and take appropriate action.
3.6. 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.
a. If applicable, a follow-up letter, email, or telephone call informing the patron of the action taken regarding their request or concern will be done by the appropriate Library Staff.
b. A copy of the letter, if applicable and completed Paton Complaint Form will be kept on file.
Reviewed by the Kings County Library Advisory Board on October 18, 2018
