PATRON COMPLAINTS

All Library users have the right to have Library policies and procedures explained to them.
In addition to the satisfied users of the library services, there are users who feel that certain items, policies, practices and services of the library are confining and inappropriate. By giving each complaint objective consideration we may learn of areas in which some change might be considered to improve procedure and policies. The Library will attempt to provide all public service staff members with sufficient information to assist them in the explanation of HCL policies and procedures to the public.
Every attempt should be made at the local agency level to receive, understand and resolve each complaint. In instances where patron satisfaction cannot be reached, the staff member should not hesitate to refer the patron to the HCL administrative line, which is as follows: Support Staff Supervisor, Agency Head, or Public Service Managers.

Guidelines for dealing with the disturbed and disturbing patron are in the Operations Manual, Emergency Section.

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