Contact & Grievance
What you can contact us about
Use this channel for access problems, suspected security incidents, privacy questions, correction or export requests, deletion requests, service complaints and grievances about how information has been handled.
What to include
- Your library name and account email.
- A clear description of the problem or requested action.
- Whether the request concerns access, correction, export, deletion, security or another grievance.
- Relevant dates or screen names, without including more personal information than necessary.
Never send your password, one-time code, access token or full payment credentials. The service may verify your identity and authority to act for the library before changing or releasing records.
How the pilot grievance process works
- Contact the pilot coordinator and identify the request as a grievance or privacy request.
- The issue will be recorded and reviewed by the responsible pilot owner.
- You may be asked for safe, limited information needed to reproduce the problem or confirm authority.
- You will receive an outcome or an explanation of any further action needed. No response-time promise is made until an owner-approved service standard is published.
Urgent security concerns
If you believe an account is compromised, stop using the affected shared device, sign out where safely possible, and contact the pilot coordinator promptly. Do not attempt to investigate another user's account or bypass access controls.
Owner action before public launch
A dedicated monitored support and grievance email, responsible contact, response targets and escalation route must be finalized and published before wider commercial launch. No address, phone number, registration number or legal-entity detail is stated here because none has yet been approved for publication.