Chapter VIII Complaints

Art. 40

(1) Users who are not satisfied with any fact regarding the services provided by the MLP are entitled to lodge a complaint about the given fact.

The complaint must make it clear who lodges it, what the fact of complaint is and what redress is required.

(2) Complaints may be lodged orally or in writing in any library or electronically to the address „reklamace@mlp.cz“. If the complaint is filed in writing, it must also clearly identify whether and where the MLP is required to send the message about the execution of the complaint.

(3) If it is impossible to execute a complaint immediately, the MLP is entitled to request that the reader files a written complaint. If the user fails to do so, the complaint shall not be executed.

Art. 41 Complaint execution

Complaints shall be executed without undue delay. It shall be executed at the latest within one month following the day when it was lodged.

Art. 42 Complaints delivered to the director of the MLP

If a written complaint is not executed within the period defined above, or if the complainant is not satisfied with the result, he/she may send a complaint to the director of the MLP. The complaint must be filed at the MLP director’s secretariat.