TMC Library Student Complaint Policy, Procedures, and Appeals
The staff and leadership of the TMC Library are committed to providing excellent customer service. This policy exists to allow students the ability to address escalating conflicts in a prompt, fair and orderly manner.
Visitor Conduct and Discipline
Within the TMC Library, the Code of Conduct specifies acceptable behaviors and actions for visitors and staff both in on-site and virtual encounters as well as in electronic communications.
In-person library use is a privilege which may be revoked by the library executive director without warning due to egregious behavior/actions in violation of the TMC Library Code of Conduct. When appropriate, incidents will be reported to local police and/or the relevant school/university/institutional officials for administrative follow-up.
Access to library information electronic resources for eligible members always active, regardless of in-person library access status.
Informal Resolution
Students should attempt to resolve all conflicts with the appropriate office/person before filing a formal complaint. Students should resolve conflicts with the service area involved by utilizing an informal resolution process that does not have to be in writing. Students may also request that an alternate staff member be present when seeking conflict resolution. The selected staff member may help with an informal resolution and may offer recommendations to resolve the problem.
Formal Complaint
If resolution is not attained, a student may make a formal complaint or appeal to the library’s executive director and chief financial officer using the Formal Complaints Appeal Request.
Types of formal complaints include but are not limited to:
- objection to decisions regarding services and in-person access
- unprofessional treatment by staff
Review of Complaint
The TMC Library executive director (ED) will review the complaint within 25 business days from the time of submission. The ED may consult with the supervisor of the appropriate service area to make the final decision. If additional information is needed before a decision is reached, the ED and/or their designee may request additional documents from the student filing the complaint. Any additional documents requested from the student must be submitted within 7 working days. Failure to provide any information requested will result in termination of the grievance process. Once a decision has been made, the ED or their designee will promptly communicate this decision to the student within 25 business days from the date of the initial formal complaint.
General complaints and comments made anonymously through the TMC Library’s Suggestion and Comments Form are logged with response from library staff but will not have results shared back.