Formal Library 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. If the complainant is not satisfied with the response from the University Librarian, an application to review the issue may be made in writing to the Deputy Vice-Chancellor (Academic).