Comments And Complaints Procedures

Introduction

DkIT Library is committed to providing an efficient, user focused and high quality service to all our readers. However, we know there is always room for improvement.

If you have a problem, or you are unhappy with any aspect of our service, or you don’t agree with any Library policy or regulation, we would like to know about it. We aim to take any necessary action deemed appropriate. If the problem is related to one of our outsourced services (Computer Services, Printing/Photocopying), we will let the relevant party know.

How to make a complaint

DkIT Library have put in place a three-staged procedure for dealing with complaints.

Stage 1 – Informal complaint at the point of service

The people who can best deal with a complaint are those who provide the service. All staff will take responsibility for dealing with a complaint. If possible, your complaint should initially be addressed to the member of library staff who is most directly concerned with the issue. If it can’t be resolved immediately you should expect an answer within 5 working days. If you don’t feel happy about approaching the individual directly concerned you may voice the problem to any other member of staff or you may proceed directly to Stage 2.

Reader Services

Tel: 042 9370312

E-mail: librarycomplaints@dkit.ie

Postal address: Dundalk Institute of Technology, Library, Reader Services, Dublin Road, Dundalk, Co Louth.

Stage 2 – Informal/formal complaint to the member of Library staff responsible for the relevant department/service

If you feel unable to approach the person who is directly responsible, or if you consider that the matter has not been satisfactorily resolved, you should raise your complaint, in person, over the phone or in writing, to the member of staff responsible for the relevant department/service. You should expect an answer within 5 working days of receipt of the complaint. The member of Library staff contacted will outline how (s)he intends to deal with the situation and when this is expected to be completed. You will be notified in the event of any delay. Once the complaint has been considered in full, the member of staff will notify you in writing of the conclusions and any subsequent action the Library intends to take.

Acquisitions Mandy McKelvey, 042 9370535, mandy.mckelvey@dkit.ie

Building and Health & Safety, Lorna O Connor, 042 9381712, lorna.oconnor@dkit.ie

Cataloguing, Nicola Hanlon, 042 9370535, nicola.hanlon@dkit.ie

Interlibrary Loans, Claire Kenny, 042 9370519, claire.kenny@dkit.ie

Library Computing Systems, Jamie Ward, 042 9370519, jamie.ward@dkit.ie

Reader Services and Information Literacy, Peter Mac Kenna, 042 9381789, peter.mackenna@dkit.ie

Stage 3 – Formal complaint to the Librarian or Deputy Librarian

If you consider that the matter has still not been resolved to your satisfaction or you consider it necessary to complain about an individual member of staff and their behaviour towards you, you should raise your complaint in person at an appointed time or in writing with the Librarian.

Librarian Lorna O Connor, 042 9370215, lorna.oconnor@dkit.ie

Deputy Librarian Concepta Woods, 042 9370712, concepta.woods@dkit.ie

What we do when we get your complaint

We will treat complaints fairly and each complaint will be taken seriously.

Any matters of a personal nature will be dealt with discretely. Matters of policy that require a change in regulations or that remain unresolved will be taken before the Library Committee. The Librarian will produce an analysis of the complaints/suggestions received to present it at an annual meeting of the Library Committee, along with the Library’s responses. This analysis will be used as a check to determine if general changes are required to Library practice or regulations. We will record complaints regarding outsourced services (Computer Services, Printing/Photocopying), and the analysis of those will be passed on to the relevant party. These parties will respond at their own discretion.

We shall investigate your complaint, if it is clear that we were at fault, we shall apologise and try to put things right as soon as possible. Giving you an explanation will solve some problems. If possible, we will take care that the same thing will not happen again.

Within 5 working days we will acknowledge receipt of your complaint and inform you of further actions. Complaints made in person or over the phone will be acknowledged straight away and you will be informed about further steps we take within 5 working days.