Patron Grievance Policy

This policy addresses patron complaints regarding Library services, materials, procedure or policies. Complaints or concerns about accessibility to library services and facilities with person with disabilities are directed to the Library Director.

It is the goal of the board and the staff of the LPPL to provide the best possible Library service to the residents of Pierce County. Library policies and procedures have been developed to provide fair and efficient service to all individuals. Persons who have experienced difficulties with service or wish to question a library policy are always welcome to discuss those concerns with the Director. The Director will try to resolve those issues as quickly and fairly as possible. If an informal meeting with the Director does not settle the complaint, a patron may request to enter the Library’s formal grievance procedure.

Patron Grievance Procedure

  1. A patron who wishes to file a formal grievance about a library policy or procedure, a service, or a staff member’s conduct should submit a complaint in writing to the Director. The written complaint should include date of the complaint, the name, address and telephone number of the individual making the complaint; and a detailed discussion of the issue. If the complaint deals with a specific incident, it should also include the date of the incident and the time it occurred. The Director will respond in writing within fourteen (14) working days of the complaint.
  2. If the patron is not satisfied with the response of the Director, they should within ten (10) working days contact the City Administrator. The City Administrator will respond to the person in writing within thirty days from the time of referral.
  3. If the complaint is not resolved to the individual’s satisfaction, the individual may request that the issue be brought before the Library Board. Request for Board consideration will be in writing and be presented no longer than 90 days after the decision by the Director. If the Board chooses to review the issue, it will be placed on the agenda of the next library Board meeting.
  4. The issue will be discussed at the open public meeting of the Library Board. If the Board finds that it has ample information to make a decision, the Board will render a decision at the time. Summaries of all discussion at open Board meetings will be recorded in the minutes as part of the public record. Board minutes are open to the public after they have been approved by the Board.
  5. The Board may determine that added information, testimony, or expert advice is needed to render a fair decision. In that case, the board may choose to postpone the decision to the following meeting. In no event will the final decision be rendered any later than 90 days after the complaint to the board is received; unless and outside mediator is used.
  6. The decision of the Board is final.
  7. The Library will maintain an accurate record of the action taken at each level of the complaint process.