Material Complaint Procedure

A.  REPORTING COMPLAINTS

All complaints to staff members shall be reported to the Director, whether received by telephone, letter or in personal conversation.

B.  RESOLUTION OF COMPLAINTS

1.   INFORMAL

If the librarian is unable to satisfy the patron, the Director shall contact the complainant and attempt to resolve it informally.

2.   RECONSIDERATION PROCEDURE

a.    If the complaint is not resolved informally, the complainant shall be supplied with a standard printed form "Citizen's Request For Reconsideration of a Book or Other Library Material," (See Appendix for form) as well as copies of the "Library Bill of Rights" (See Appendix) and "The Right to Read." (See Appendix)  The reconsideration form is to be completed prior to further consideration of a complaint.

b.    If the formal request for reconsideration has not been received by the Director within two weeks of the initial complaint, the circumstance shall be considered closed.  If the request is returned, the reasons for selection of the specific work shall be re-examined by the appropriate staff. 

c.       Upon receipt of a completed reconsideration form, the Director will call together a committee of five to consider the complaint.  The committee may consist of patrons, community members, and or staff.  The Director shall design a committee appropriate to the material under reconsideration.

d.      The committee shall meet to discuss the material, and shall prepare a report on the material containing their recommendations on disposition of the matter. 

e.       The Director shall notify complainant of the decision and send a formal report and recommendation to the Library Board.  If the committee decides to keep the work that caused the complaint, the complainant shall be given an explanation.  The Director will acknowledge the decision and make changes, if recommended.

f.        If the complainant is still not satisfied, he/she may ask the Director to present an appeal to the Library Board, which shall make a final determination of the issue.