Formal Complaints Procedure

Introduction

This web page outlines the procedure for making a formal complaint with the University Library. The process is intended to ensure that complaints concerning Library systems and practices are directed to the University Librarian for action.

Procedure

1. A letter, providing as much detail as possible of the writer's complaint, should be submitted to the University Librarian.
2. The University Librarian will evaluate the complaint and will either respond directly after appropriate consultation, or direct it to the Library Manager concerned for a response.
3. A copy of the complaint and the University Library's response will be forwarded to the Deputy Vice-Chancellor (Academic).
4. If the complaint is with regard to fines or other penalties and cannot be resolved by the procedure above, any library user may, by giving written notice to the Registrar, apply to the Library Review Authority of Council for a review of the penalty within 14 days of the penalty being imposed. (see Disciplinary Statute, Section 11: Review of Penalties.)
5. If the complaint is with regard to issues other than a penalty, and the complainant is not satisfied with the response from the University Librarian, an application for a reconsideration of the issue may be made in writing to the Deputy Vice-Chancellor (Academic).

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