Patron complaints
Purpose: To provide a method for patrons to submit complaints to the SAILS board about SAILS network policies and procedures.
Steps in process:
1. Each library will have a supply of Patron Complaint Forms.
2. A patron with a complaint about network policy must complete a written Patron Complaint Form and submit it to the library that has issued his or her library card.
3. The library director will review the complaint to make sure that it pertains to network policy rather than library policy.
4. The director will send the complaint to the Board of Trustees.
5. If the Board deems the complaint to be valid, the form will be sent to the Executive Director of the SAILS network.
6. The Executive Director will send a copy of the complaint to the SAILS Board.
7. The SAILS Board will consider the complaint at its next regular meeting. A written response will be mailed to the patron.
8. If the patron is dissatisfied with the response, he or she may request an opportunity to speak to the Board. The Board will then set aside time for public comment at the beginning of its next meeting. The SAILS business meeting will convene following the public comment period.
9. The SAILS Board will decide how to respond to the patron at its next meeting and will submit its response in writing to the patron. That decision will be final.
Adopted March 20, 2002
LIBRARY POLICIES
Materials Selection and
Collection Maintenance
Policies for the Use of
Computers
Closed and Decertified Libraries