§1. General Provisions

1. The Terms and Conditions of the “Submit a Complaint or Request” e-service set forth the rules for submitting and processing complaints or requests concerning the activities of the Helena Radlińska Pedagogical Library in Siedlce and its branches (hereinafter referred to as the “Library”).
2. Requests and complaints may be submitted by Library users.
3. The purpose of these regulations is to ensure the efficient and transparent processing of requests and complaints and to improve the quality of services provided.

§2. Definitions

1. Request – a proposal to improve, change, or streamline the functioning of the Library, its services, or its work organization.
2. Complaint – an expression of dissatisfaction regarding the Library’s operations, its staff, or the manner in which services are provided.

§3. Rules for Submitting Complaints and Suggestions

1. Complaints and suggestions are submitted via an electronic form available on the Library’s website under the “E-Services” tab.
2. The submission should include:
   • contact information so that a response can be provided (if the user expects a response),
   • a description of the matter along with a justification.
3. The user is required to provide truthful information.

§4. Handling of Complaints and Requests

1. Complaints and requests are handled by the Library Director.
2. Processing time:
   • requests – within 30 days of receipt,
   • complaints – within 14 days of receipt. If a matter requires detailed analysis, the processing deadline may be extended, in which case the person filing the complaint or request will be notified.
3. The Library reserves the right to disregard submissions that:
   • do not contain sufficient information,
   • violate the law or public decency,
   • are unrelated to the Library’s activities.

§5. Protection of Personal Data

1. The Helena Radlińska Pedagogical Library in Siedlce is the controller of personal data.
2. Personal data is processed for the purpose of reviewing a complaint or request.
3. Providing personal data is voluntary; however, failure to do so may prevent a response from being provided.
4. The data will not be disclosed to third parties, except as required by law.
5. Users have the rights set forth in the regulations on the protection of personal data, in particular the right to access and correct their data.

§6. Final Provisions

1. The Library reserves the right to amend these regulations.
2. These regulations take effect on the date of their publication on the Library’s website.
3. In matters not covered herein, applicable laws shall apply.