If You Have a Complaint or Have Lost Materials? We Can Help!

When INFOLINK receives a complaint, each one is reported to the CD&L Delivery Service. These complaints may be that the driver failed to pick up or deliver materials, that materials are missing, or that there has been some other violation of protocol.

CD&L supervisors are quite responsive to complaints that are received. They will attempt to find missing materials or to coach drivers in correct procedures. Not all missing items are found, but by sending in complaints or reports of missing items, more can be done to ensure quality service.

PROCEDURE

Complaints

INFOLINK receives various types of complaints in regards to delivery service. In order for us to best handle these complaints it is imperative that INFOLINK knows about each one in a timely manner (same day when possible) so that we can mostly expeditiously bring the matter to CD&L's attention.

To let us know about an issue please either use our online feedback form located at http://www.infolink.org/feedback/form/ or call the INFOLINK Office at 732-752-7720/866-505-5465.

Missing Items

There is an INFOLINK policy and money budgeted for Interlibrary Loan transaction items lost in delivery. After review and approval of applications, libraries will receive reimbursement checks equal to the initial cost of the missing items until the budgeted fund is exhausted.

ELIGIBILITY (Policy). To be eligible for reimbursement of the cost of a missing record (book, magazine, CD, video, or similar library materials), the following conditions must be met:

1. The applicant library must be a member of INFOLINK and in good standing. If the member owes INFOLINK and their account is more than 60 days old, INFOLINK staff may apply reimbursement funds to the account of the applicant.
2. INFOLINK must receive notice of the loss and be given the opportunity to call for a search for the missing item.
3. The Chief Officer of the member library applying for the reimbursement must certify that the applicant library has complied with all regulations and procedures prescribed for the handling of the missing material and have completed a thorough internal search for the materials .

To let us know about a missing item please either use our Online Missing Item Form at http://www.infolink.org/feedback/miform or call the INFOLINKOffice at 732-752-7720/866-505-5465.

NEXT STEPS

After forms have been completed and submitted the applicant will receive a confirmation call within 1-2 business days.

If necessary a follow up call with a complaint resolution will be made once a resolution has been established.

If steps to locate a missing item do not result in the the item being found, INFOLINK will reimburse the library in either December or June depending on when the item was reported missing.