7.4 - Damaged/Missing Parts

Introduction:

Intra-Library Loan items returned by patrons damaged, or with parts missing, must be recorded as such and the item’s owning library recompensed accordingly.

The following protocols outline the procedures that must be followed by all libraries.

7.4.1 Damaged Items & Missing Part Protocols

Missing Parts and/or Minor Damage to Items

Whenever any item is returned with damage or parts missing library staff must enter details of the damage/missing part in the DAMAGE Item Extended Information Note field, followed by the library’s 4 letter code, staff initials and date.Where possible, the library should contact the user to try to resolve the issue first and have any missing parts returned.

If missing parts cannot be found/returned by the user who borrowed the item, and the item belongs to another library service, it must be returned to the owning library as soon as practical.

If billing the patron at the point of return of the item, that information should be included in the note. Damage bills on Intra-Library Loans are treated in the same manner as Lost bills, as outlined in section 7.2.2 Items Lost by Patrons. The Billing library will be automatically changed to the item library, and the payment will be incorporated into the One Card Bill Payment adjustments to the annual consortium membership fees.

If the owning library receive a returned damaged item which has no DAMAGE note, they must enter a DAMAGE Note as above, and may contact the last library to transit the item to request reimbursement if the item is to be discarded. A response should be provided by the last transiting library within 30 days. If payment is to be made, the library making the payment may request the item be returned to the member paying to keep.

LibsVic Repair Task Cards

Each library service has a LibsVic Damaged Items Library Use Card (User Profile REPAIR) with a 6-month loan period. Only items owned by the library should be charged to the LibsVic Damaged Items card, and only if the damage, or parts lost is determined to have occurred while on Loan to another library.

A DAMAGE note must be added to the item record.

Any damaged items, or item parts, belonging to another library should be returned to the owning library once all reasonable attempts to resolve it with the last borrower have been made.. This will enable all disparate parts to be reunited at the owning library.