Complaints Policy

In the interest of good public relations and the spirit of service, any resident of Cape Elizabeth has the right to complain and to make constructive criticism or suggestions concerning library services. All complaints will receive due consideration and be treated as confidential.

Any staff person approached with criticism is responsible for determining which of the library's policies is pertinent and will work with the patron to resolve the problem according to the following criteria:

  • Complaints regarding established circulation policies, practices, or library facilities, can be addressed to any staff member and will be answered directly and problems resolved as quickly as possible.
  • Complaints which require further consideration or interpretation of policy should be expressed in writing.
  • If the complaint is first expressed by telephone and cannot be resolved immediately, the complainant may write to the Director to insure that the nature of their concern is clearly understood.
  • In the case of complaints regarding library materials, a copy of the book selection policy statement and/or the Request for Reconsideration of Materials form will be provided.

Written complaints will be acknowledged by a written response from the Director.