1. Purpose

The purpose of this policy is to establish consistent standards for responding to patron feedback. 

2. Scope

This policy applies to suggestions, compliments, comments, complaints and enquiries we receive from members of the public in relation to the library services they receive. This does not apply to feedback from staff members.

3. Guiding Principles

The mission of the Kingston Frontenac Public Library (KFPL) is to make a positive difference in the lives of everyone in Kingston Frontenac. Exceptional service is one of the primary ways the mission is realized. The Library seeks to provide exceptional service by giving reliable, responsive, and courteous service, from a competent, informed and understanding staff. All people will be treated with dignity and respect. 

4. Definitions

Formal Feedback: includes compliments, suggestions, or complaints beyond routine that require a response using formal feedback procedures. They generally fall into the following categories:

• Requests for changes in policies.
• Suggestions for service enhancements or improvements (e.g. hours of operation, accessibility issues, changes to electronic services, or new publications).
• Complaints for which customers want a formal response.
• Compliments about any aspect of library service or staff interactions.
• Suggestions and feedback on library materials are excluded from formal feedback and are handled through the Collection Development Policy.

Informal Feedback: is feedback that can be immediately addressed by library staff members with an appropriate service option, or where the customer does not require a response.

5. Roles

All Library Staff

• Do their best to provide service options to resolve the issue, within the scope of their position, or make appropriate referrals which satisfy patron needs.
• Communicate informal feedback about library service to the appropriate supervisor.
• Provide information to patrons on how to fill out formal feedback forms, and provide assistance in filling out formal feedback forms as required.

Branch Supervisors

• Support Library staff by responding to unresolved patron complaints in their area of responsibility in accordance with the procedure.
• Direct unresolved patron complaints to the appropriate Manager.
• Ensure that patron feedback is documented and routed to the appropriate Manager.

Manager or designate

• Informs staff of their role in mediating patron complaints.
• Responds to patron feedback in their area of responsibility in accordance with procedure.
• Route all completed feedback forms to the appropriate Director’s office.
• Ensure that patron feedback is considered in formulating local service plans.

Director or designate

• Provides guidance to Managers in resolving patron complaints
• Responds to patron feedback in their area of responsibility in accordance with procedure.
• Ensures that patron feedback is considered in the development and implementation of programs, services and facility upgrades.

Chief Librarian / Chief Executive Officer

• Has overall responsibility for creating and maintaining high quality, patron-focussed library services. This responsibility encompasses policies, procedures and standards related to patron feedback, the implementation of service standards, tracking and retaining patron feedback, and ensuring that feedback is considered in formulating service plans.
• Responds to formal feedback from members of the public. 

KFPL Board

• Determines the mission and strategic direction of the Library.
• Develops a set of comprehensive policies to provide the Chief Librarian/CEO with the authority and accountability to run the Library.
• Responds to formal feedback from members of the public.

6. Policy

KFPL welcomes feedback and considers it a valuable resource in improving our programs, services and facilities. Patrons are welcome to submit feedback in person, by telephone, in writing, through social media, email, or via the Contact Us form on the website. Unless otherwise noted, responses to feedback will be provided using the patron’s original method of communication.

Standards

• All feedback will be acknowledged within two business days and responded to within ten business days.
• Personal voice mail greetings will be courteous, give the caller as much information as possible and request callers to leave a detailed message.
• Out of office messages will be activated for absences of one day or longer and will offer alternate contact information.
• Patrons will have their issue resolved by involving as few Library staff as possible.

Exceptions

• Title Suggestions: Suggestions for titles to add to our collection are considered as part of our regular selection and ordering process. The request process and timelines are available on the website and can be explained by branch staff.
• Requests for Reconsideration of Library Materials: Requests for reconsideration of library materials are handled separately from other feedback and the process is documented in KFPL’s Collection Development Policy. 
• Appeal of Banning Notice: Patrons who have been prohibited from accessing library facilities may contact the Chief Librarian/CEO in writing to appeal the decision.

Requests for Reconsideration of Feedback

If a patron feels their concern has not been addressed by library staff, they may contact the Chair of the Library Board at boardchair@kfpl.ca.

Privacy

Feedback will be dealt with in a confidential manner according to the Municipal Freedom of Information and Protection of Privacy Act. Information will be collected, used and disclosed in accordance with the Act.

7. Authorities

Municipal Freedom of Information and Protection of Privacy Act

Accessibility for Ontarians with Disabilities Act, 2005

Accessibility Standards for Customer Service, Ontario Regulation 429/07

8. Appendices

1. Service Feedback Form

9. Document Control

This policy shall be reviewed on an annual basis.

Original Policy Date: February 2020

Last Reviewed:

Changes made

Next Review: February 2021