UNCOLLECTIBLE CUSTOMER ACCOUNTS POLICY

Adopted by Spokane Public Library Board of Trustees on Month, Date, Year; revised May 13, 2025, September 16, 2025.

To balance the responsible stewardship of library materials and public resources with equitable access to educational opportunities. This policy outlines the principles and procedures for managing uncollectible customer accounts in a manner that supports Spokane Public Library’s mission to empower individuals through learning, innovation, and community partnerships.

GUIDING PRINCIPLES

• Equity: Collection practices will be implemented in a way that minimizes undue barriers for economically or socially marginalized populations.
• Transparency: Customers will receive timely and clear communication regarding account status, fines, and consequences.
• Accountability: Procedures will ensure proper oversight and review of thresholds and purging practices.
• Access: Policies will be evaluated for their impact on customers’ continued access to library services and resources.

GENERAL

• The Executive Director is responsible for establishing and maintaining procedures to ensure the return of library materials and the collection of associated fees in alignment with the guiding principles above.
• In some cases, it may be necessary to engage a collection agency to facilitate the return of materials or recovery of charges. Alternative, customer-friendly options should be explored prior to escalation.
• This policy is divided into the following sections:
  • SECTION 1 – PURPOSE
  • SECTION 2 – GUIDING PRINCIPLES
  • SECTION 3 – GENERAL
  • SECTION 4 – POLICY

POLICY

• The Library will issue overdue notices to inform customers of unreturned materials and associated fees. Communication will include available options for resolving outstanding issues before escalation.
• When a customer’s account reaches a defined financial threshold, and reasonable efforts at resolution have been exhausted, the account may be forwarded to a contracted collection agency. All such referrals will be preceded by final notification to the customer.
• The Library Board of Trustees, on recommendation from the Executive Director, will establish and periodically review threshold levels to ensure they are equitable and reflective of community circumstances. 
• Customer accounts that have been referred to collections but have remained inactive and under $1,000.00 for seven years will also be purged annually, and the account deactivated.
• The Library will review the equity impacts of this policy and its implementation every two years, and revise practices to mitigate any unintended adverse effects on community access and engagement.