Hi Alan
We developed a Faulty A-V Policy last year as a result of it being a waste
of staff time testing all items claimed to be faulty, and the purchase of a
testing machine being too expensive. This policy was developed after asking
for examples of practice in other authorities and comparing the replies.
Hope it helps. If you want to discuss it, please feel free to contact me.
Thanks
Gera
Gerardine Bodey
Area Librarian - North
Kinson Library
Wimborne Road
Kinson, Bournemouth BH11 9AW
Tel: 01202 591982
email:[log in to unmask]
-----Original Message-----
From: Alan Sandham [mailto:[log in to unmask]]
Sent: 19 May 2004 13:24
To: [log in to unmask]
Subject: Non-print media complaints
Does anyone have a formal complaints procedure?
In Middlesbrough we have a formal complaints procedure for anyone who has
any difficulty with Spoken Word, Playstation Games, music CDs, CDRoms,
Videos and DVDs. I test the item and give a free go if I have the same or
some other problem. There are then two opportunities to appeal my decision,
going to more senior staff each time. Our database is 3 years old with 1361
items, 328 items with no problem found. 4 disputed results.
Alan Sandham, Delivered Services Librarian, Middlesbrough Libraries &
Information
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