The UT Health San Antonio Briscoe Library is committed to implementing a multi-faceted complaint process that is fair, timely, and effective. The UT Health San Antonio Briscoe Library Services Complaint Policy details informal and formal methods for users (UT Health San Antonio faculty, staff, or learner) to submit comments, suggestions, and complaints. All submissions are recorded and reviewed by library leadership.
How to report
Library notification of concern
- A complaint may be invoked by any user of the library within ten (10) business days of the alleged incident.
- Informal complaints can be made in-person or thru phone, chat or email. Formal complaints should be submitted using the Student Complaint Form.
- A complaint should be made by the user. Complaints made on behalf of the user by another third party will only be considered in exceptional cases where there are clear reasons for doing so.
Supportive measures
- If a member of the Library staff is unable to resolve an in-person complaint or a complaint received through other means of contact, including but not limited to phone, email, chat, or kiosk, library staff will ask the user to submit a written complaint using the Student Complaint Form.
Investigation
- Complaints will be owned and will be the responsibility of the appropriate Associate Director who will:
- Investigate the nature and details of the complaint, sharing as necessary with others to ensure a full investigation is undertaken.
- Agree on any subsequent timelines where complaints need time to investigate.
- If more information or details are needed, arrange a meeting (in person or virtual) with the person raising the complaint to discuss.
Resolution and notification
- If a complaint is upheld, the library will take the appropriate action and will do so promptly. If the complaint is not upheld, the reason for the decision will be communicated in a timely manner to the user.
- If the complainant is not satisfied with the outcome, the individual has the option to escalate the matter or to arrange another meeting for further discussion.
Privacy and Confidentiality
- Those making a complaint, as well as those who are the subjects of the complaint, can expect their information to be held in confidence. There may be instances where it becomes necessary to share information with relevant parties in order to effectively address and resolve an issue; when such circumstances arise, all parties involved will be duly informed about the need for such disclosure.
- Note: Matters of a personal nature will generally be dealt with privately. Matters involving policy changes or issues that remain unresolved will typically be brought before the Library Faculty Committee.
Timeline
- Written complaints, submitted within 10 business days of the alleged incident, whether through email or a feedback form, will receive an initial response within 3-5 business days. An approximate 90-day period will be allocated for investigating, researching, and making efforts to resolve the issue.
Compliance
- All pertinent aspects of the complaint will be relayed to Library Leadership and documented. This includes, but is not limited to, providing a concise yet comprehensive summary that includes relevant names, locations, dates, witnesses, and a description of the incident(s) that transpired.
- Anyone raising a complaint has the option of contacting the Compliance Hotline at 877-507-7317.
- Library procedures align with the institution's Office of Regulatory Affairs and compliance as documented in HOP 2.5.1.
