Comments and Suggestions Scheme Policy

The comments and suggestions scheme is primarily designed to encourage service users to raise problems and issues and make suggestions to improve the delivery of our services. It can also be used to receive positive or negative feedback on aspects of our service.

1. All SMC Libraries will ensure that a plentiful supply of the comments and suggestions scheme booklet is available at all times. The LIS Comments and suggestions form is also available online.

2. All St. Martin's College LIS staff will promote the use of the scheme when appropriate.

3. All SMC Libraries will have a prominently displayed suggestions box for the receipt of the comments and suggestions.

4. All SMC Libraries will have a prominent or clearly defined noticeboard for the posting of the comments and the replies from LIS staff.

5. LIS will reply to any comments or suggestions received within 10 working days.

6. Only those comments and suggestions that have been signed will receive a reply.

7. The reply will be a word processed and dated response to be posted on the defined noticeboard together with the original comment or suggestion from the service user.

8. Service users will not normally receive individual e-mail or written replies.

9. This scheme is complementary to and does not take the place of the College Student Complaints Procedure. You can download Word versions here of the

• College Students Complaints Policy and Procedure

• Formal Complaints Form

• Guidance Information

• Processing a Student Complaint flowchart

10. All SMC Libraries will stock a plentiful supply of the Student Complaints Procedure booklet at their respective Service Desks.

11. Comments and suggestions with replies will remain on the defined noticeboard for a period of one month.

12. If we receive similar comments or suggestions regarding a particular aspect of our service then one reply will be given and posted on the noticeboard with all the received forms.

13. All SMC Libraries will file all the comments and suggestions and their replies for a period of one year, to use for quality inspections and surveys.

 

 

The Library Complaints Officer is Margaret Gill.

 

S. Green & M. Forrest
16.12.03

Revised 31.8.06

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