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Borrower Services Procedures

Borrower Services Procedures

CUSTOMER INFORMATION

All information in the database with respect to customers is confidential.

It is the policy of the Edmonton Public Library Board [see Privacy and Confidentiality of Customer Information] to safeguard the confidentiality of transactions between the Library and its borrowers, in accordance with the Alberta Freedom of Information and Protection of Privacy (FOIPP) Act.

Upon request, a library customer will be given access to all information concerning his/her records that the library has on file. Access to a customer’s record is limited to that customer with the following exceptions:

  1. In the case of minors, the parent or guarantor who has assumed responsibility is entitled to full access to the account.
  2. In the case of a person with diminished capacity such that the law has deemed that person not to be responsible for his/her actions, the person(s) who has assumed responsibility is entitled to full access to the account.

Information about an adult customer’s account will be released over the phone, only when the staff member is satisfied that the customer’s identity has been confirmed. Information related to a child’s name, address, phone number, email address and birthdate are not provided over the phone. Information about a child’s use of the Library (e.g. items borrowed, fines or other charges, internet use) may be released to a parent or guarantor over the phone, provided that the staff member is satisfied as to the caller’s identity.

Staff members will inform customers of the information they are recording during the registration process.  If someone does not want to put their real birthdate into our database, we explain to them the reason we have birthdates in the system – for security reasons to identify them so they don’t become mixed up with someone else of the same name.  So, if (s)he doesn’t want to place her real birthdate in the system, we can accommodate that but (s)he would need to agree that it’s okay to ID check when customer verification is necessary, ex. address, email, phone changes etc. Once we have agreement, allow customer to pick a birthdate (but it should be relatively close to actual age – don’t pick a birthdate that would make someone 70yrs old when they are really 35, etc.), then add a note to customer account “false birthdate; customer agreed to ID check.”

Inactive customer accounts are removed from the database after three (3) years.

LIBRARY CARD RESPONSIBILITY

 A Library card is a powerful resource that grants access to limitless information.

  •  A card holder is responsible for all items checked out on the card.
  • The Library assumes the person presenting a card is the cardholder or has been authorized by the cardholder to use the card, unless the card has been reported lost or stolen.
  • It is preferred that a Library card is presented each time materials are borrowed. If the customer does not have his/her card with him/her see LOANS - Borrowing without a Card below.
  • Lost or stolen cards may be replaced by providing identification. There is no fee for a replacement card.
  • A person other than the cardholder may renew a card and pay the renewal fee, but is not entitled to any other information about the card.
  • Customers must inform the Library of all name and address changes.
  • To prevent unauthorized use, all lost or stolen cards must be reported promptly to the Library. Cards reported as Lost or Stolen and subsequently found or recovered can only be re-instated by customers with proper identification.

LOANS

Borrowing without a Card

Materials may be borrowed without presenting a library card if the staff can determine the card is not lost/stolen and the customer can provide identification to prove his/her name, address and/or birthdate corresponds to information in the user account.

The non-guaranteeing parent of a juvenile may borrow material on the juvenile’s card if the staff can determine the card is not lost/stolen and the customer can provide identification to prove he/she lives at the same address as that listed on the account.

Identification can be a physical piece of ID or the provision of satisfactory answers to “challenge” questions sufficient to prove the customer’s identity, such as address, postal code, birthdate, guarantor name (for juveniles).

Presentation of a photocopy of a library card or a barcode app on a mobile device is acceptable to borrow materials. The customer presenting the photocopy or device is not required to provide supplementary identification.

If the customer is unable to confirm his/her identity the materials will be held for 48 hours allowing the customer time to return with a library card.

Customers with Corporate memberships must present a library card to borrow materials. A photocopy of the corporate card or its rendering in barcode app on a mobile device is acceptable to borrow materials. The customer presenting the photocopy or device is not required to provide supplementary information.

A library card is needed in order to borrow materials during downtime as it is not possible to verify identification.

Holds

Library policy requires that the library card used to place a hold or appropriate identification must be presented each time holds are picked up/checked out.

The library card holder may authorize another person to pick material up on his/her behalf. If staff assistance is required, the card, a photocopy, or a barcode app must be presented to staff.

Under no circumstances will staff look up a card number to enable someone other than the cardholder to pick up/check out holds, with the exception of parents/guardians listed on the account who have signed responsibility for children’s cards or whom reside with the child.

Loan Periods

The loan period for most material (including DVDs, video games, and blu-rays) is three (3) weeks.

Hits to Go have a one (1) week loan.

Extended Loans

 Extended loans may be given in the following cases:

  1. Travel: Loans may be extended for customers up to two renewals (9 weeks). There are no extended loans on Hits to Go, magazines, or items with holds.
  2. Special Needs: Customers with a visual, physical, or reading disability may be assigned the extended loan profile (EPL-XDLOAN), which automatically extends the loan period on print and CDs to 42 days (6 weeks). Customers whose access to the library is impeded by circumstances beyond their control may be assigned this profile upon request.

Restrictions on Borrowing

There is a 40 item limit per card that exists for collection management and insurance purposes. This limit cannot be overridden. 

Certain materials may be limited by item type. This limit cannot be overridden.

NOTE: As a result of the way items are counted in Workflows, each Claims Returned item that appears on a customer’s Checkouts folder, counts toward the item limits.

A customer’s card may be blocked for a variety of reasons. The block should be cleared before allowing the customer to borrow items. Staff discretion may be used to override.

Renewals

The renewal function is used to extend the loan period on material currently charged to the customer. The due date is calculated from the date of renewal, not the original due date.

Standard Renewals

Most materials can be renewed twice if:

  • They are not requested by another borrower.
  • The library card is current.
  • Charges on the customer account are less than $10.
  • The customer has fewer than 41 overdue items.

Borrowers may renew in person, by phone using the DIVA Telephone Renewal Service, online at http://www.epl.ca (“My Account”), or by calling any service point.

Exceptions

Adult and Juvenile Hits to Go and magazines cannot be renewed.

CHARGES

Late Charges

Late charges are determined by the Circulation Bylaw. See the Fee Schedule for current rates. 

The library assesses late charges on items that are returned later than the due date. The item type determines the daily rate for late material. There is a 24-hour grace period. After 24 hours the full fine amount is assigned.

Late charges are not assessed for statutory holidays.

Maximum late charges accrue to a fixed rate. See the Fee Schedule for current rates. 

Internet access is never denied because the customer has outstanding charges attached to their account with the exception of borrowers with SUSPENSIONS. 

Library staff with a user profile EPL-STAFF are exempt from late charges, but are responsible for payment of lost/damaged.

Replacement Charges/Fees

Customers are charged replacement cost  for items that are not returned, or returned damaged or remain incomplete.

An item is considered LOST when it is 30 days overdue. 

Charges may be assessed for damaged casings, missing/damaged checkpoint targets, RFID tags, and barcodes. An item can only be considered DAMAGED if it can be proven the damage occurred while in the current customer’s possession.  Assessing damage is done on a case by case basis, using professional judgement and evaluating the particular circumstances of each instance.

Fees for special services (i.e. special loans, fax, photocopying) may also be assessed.

A customer’s account is blocked when the amount owing exceeds $9.99.

PAYMENTS

Payments are due at the time of assessment.

Receipts must be issued for every monetary transaction.

Staff must advise customers of any amount owing during staff-mediated transactions.

REFUNDS

Refunds on material may be claimed within (3) three months of payment.

The non-resident fee is refundable with certain conditions. See Fee Schedule.

The membership fee is refundable for years two and three if pre-payment is made for three years. Only an unused year may be refunded. See Fee Schedule.

NOTICES AND MATERIALS RECOVERY PROCEDURES

Email Notices

Customers with email addresses will receive, among other notices, a Courtesy Date Due reminder three days and one day before items are due.

Overdue reminders are issued on the third overdue day (e-mail only), and the fifteenth overdue day.

A new billing for any amount owing will be issued 15 days after the charges are accrued.

Print Notices

An Overdue reminder will be issued on the fifteenth overdue day.

New billings for amounts $10.00 and more will be issued 15 days after charges are accrued.

Customers may receive a printout of their account at any service point on request.

Materials Recovery/Collections

Accounts owing in excess of $40 and outstanding more than 60 days from the billing date will be referred to a third-party materials recovery agency for follow-up. Customers with bills of $40 or more remaining unpaid for 120 or more days after referral will be credit-reported.