Customer Feedback Standards & Practices : Toronto Public Library

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feedback and welcome any comments you may have to help improve our programs and services.</p> <h2>If you have a suggestion, compliment or complaint</h2> <h3>Talk to our branch or <a href="/contact/">Answerline</a> staff</h3> <p>Please offer your feedback to our staff at your local branch or through our <a href="/contact/">Answerline</a> service. Branch or Answerline staff will try to meet your needs as quickly as possible.</p> <h3>Use our Customer Feedback Form</h3> <p>If our branch or Answerline staff is unable to resolve your issues, they can assist you with completing a <a href="/contact/">customer feedback form</a>.</p> <h3>Contact one of our managers or staff</h3> <p>Our managers are also available to help you if our branch or Answerline staff are unable to resolve your issue or question. If you need to contact one of our managers, our staff can refer you to a manager or you can use our <a href="/contact/management-staff.jsp">directory of management staff phone numbers and email addresses</a>.</p> <h3>Discuss the matter with Senior Management</h3> <p>In the event that a manager is unable to resolve the issue, you can ask the manager for the name and contact information of the Director responsible for the issue in question. The <a href="/contact/management-staff.jsp">contact information for our Directors</a> is also available online and from our <a href="/contact/">Answerline</a> service.</p> <h2>Title Suggestions</h2> <p>We welcome your suggestions for titles to add to our collection. Suggestions from customers are considered as part of our regular selection and ordering process. <a href="/books-video-music/recommend-a-title/">Please complete this online form</a> to recommend a physical book, DVD, etc. for purchase. Our <a href="/contact/">Answerline</a> service is available to assist you if you require assistance.</p> <h2>Requests for Reconsideration</h2> <p>If you have concerns about an item in our collection, an art exhibit, a space rental event, or a program, we encourage you to speak with staff at your local branch. We value intellectual freedom and select our materials, programs, art exhibits and space rental events carefully.</p> <p>Because of the importance we place on the services we offer, we have specific procedures for reconsidering library offerings. Branch staff can explain the process, provide information on our policies, and assist you with completing any necessary forms.</p> <p>For more information, please review the following policies:</p> <ul> <li><a href="/terms-of-use/library-policies/materials-selection-policy.jsp">Materials Selection Policy</a></li> <li><a href="/terms-of-use/library-policies/use-of-library-space-for-art-exhibits-policy.jsp">Use of Library Space for Art Exhibits Policy</a></li> <li><a href="/terms-of-use/library-policies/community-and-event-space.jsp">Community & Event Space Rental Policy</a></li> <li><a href="/terms-of-use/library-policies/programming.jsp">Programming Policy </a></li> </ul> <p>If you鈥檙e unable to visit a branch, our <a href="/contact/">Answerline</a> service is available to assist you.</p> <h3>Request for Reconsideration Procedures </h3> <p> * Materials remain available and exhibits, programs and space rental events continue during this process.</p> <ol> <li><strong>Initial Intake</strong> <p>A customer contacts the library with an objection about a materials, exhibit, program or space rental event.</p> </li> <li><strong>Response (Step 1)</strong> <p>Staff review relevant policy and Intellectual Freedom and Equity Statements with the customer.</p> </li> <li><strong>Response (Step 2)</strong> <ul> <li>A Manager contacts the customer to review the objection.</li> <li>If the objection is not resolved, the customer completes a Request for Reconsideration form.</li> </ul> </li> <li><strong>Acknowledgment</strong> <p>The customer receives acknowledgement of the receipt of the Request for Reconsideration form from the relevant Department.</p> </li> <li><strong>Investigation</strong> <p>Library leadership and subject matter experts in the service area review the content, confirm policy compliance and discuss the objection.</p> </li> <li><strong>Communicate decision</strong> <p>The Director鈥檚 decision is communicated to the customer.</p> </li> <li><strong>Appeal </strong> <p>If not satisfied, the customer may appeal in writing to the City Librarian who will review the decision and reply to the customer with a final decision.</p> </li> </ol> <h4>Annual Reporting</h4> <p>A report of completed Requests for Consideration from the prior year are reported annually to the Library Board and posted to the Centre for Free Expressions Library Challenges Database. </p> <p>Find more information on the <a href="/about-the-library/mission-vision-values/intellectual-freedom/index.jsp">Intellectual Freedom and Toronto Public Library</a> website. </p> <a name="standard"></a> <h2>Toronto Public Library: Customer Feedback Standard</h2> <p>All feedback will be acknowledged within two business days. Please note that when we acknowledge feedback by letter mail, letters will be sent out within two business days, but delivery time is dependent on the postal system.</p> <h3>Telephone and voice mail</h3> <ul> <li>Telephone calls will be returned within one business day. Personal voice mail greetings will be courteous, give the caller as much information as possible and request callers to leave a detailed message.</li> <li>Voice mail boxes are cleared daily. Recorded vacation or absence messages will provide a co-worker's name and phone number as backup while out of the office.</li> <li>Callers will be assisted and if needed, will be directed to the correct area. Callers will not be transferred to another voice mail box without being made aware.</li> <li>Customers calling the correct area will have their issue resolved by involving as few Library staff as possible.</li> </ul> <h3>Emails</h3> <p>All emails will be acknowledged within two business days. Vacation or absence messages will be activated providing a co-worker's name and contact information as backup while out of the office.</p> <h3>Complaints</h3> <p>We place a high priority on your feedback and have an established <a href="/content/about-the-library/pdfs/customer-feedback-procedure.pdf">Customer Service Feedback Procedure (PDF)</a> which outlines how we handle formal comments received from members of the public.</p> <h3>Privacy</h3> <p>Feedback will be dealt with in a confidential manner according to the <em>Municipal Freedom of Information and Protection of Privacy Act</em>. Information will be collected, used and disclosed in accordance with the Act.</p> <h3>Scope</h3> <p>Our customer feedback standard applies to suggestions, compliments, comments, complaints and enquiries we receive through our feedback procedure from members of the public in relation to the library services they receive. 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Customer Feedback Standards & Practices : Toronto Public Library