About requesting a review of your library account
Petition/Appeals Process
Patrons may use this form to request a review of their library fines if they believe a bill was issued in error. Requests should also be submitted for items believed to have been returned or for any other billing-related inquiries.
The Libraries' Materials Management policies, including the appeal process, ensure that materials are returned in a timely manner, made available for other borrowers, and that borrowers have a way to question charges for overdue, damaged, missing, and lost materials. It is our goal to provide a fair and impartial review for each individual's case while exercising the Libraries' responsibility for stewardship of collections owned by the university and the people of North Carolina.
This process provides:
- Clarification of billing policies and procedures
- A means of addressing repeat offenses
- An evaluation process to monitor the effectiveness of library rules.
Submissions are evaluated on a case-by-case basis. Submitting a petition does not guarantee that fines or fees will be waived. Patrons remain responsible for any outstanding balances.
Invalid Excuses for Dismissal of Fines or Fees
Invalid excuses include but are not limited to:
- Lack of knowledge of due date or charges, including processing fees
- Failure to receive a notice or bill
- Material checked out for someone else or given to someone else.
Deadlines for Submitting Petitions
Petition deadlines vary by collection. Once a petition form is submitted, the Libraries will issue a decision within seven business days to the address provided. If more time is needed, notice will be given.
Non-Reserve Books, Media, and Print Materials
Petitions must be filed within sixty calendar days from the date the item is billed.
Course Reserves, Bound Journals, and Recalled Materials
Petitions must be filed within fourteen calendar days of the item’s due date.
Technology Lending Materials
Petitions must be filed within fourteen calendar days of the item’s due date.
Interlibrary Loan Materials
Petitions must be filed within sixty calendar days of the item’s due date.
Items Claimed Returned
Items believed to be returned are subject to the same petition deadlines listed above. These cases may take longer to evaluate and vary in length depending on the item(s) involved. During this period, borrowers with blocked accounts may continue checking out materials until a decision is made. Patrons will be liable for any items not found.
Account Suspension
Borrowing privileges are suspended when account balances reach $125 or more. Account privileges will remain suspended until the fine and/or fees have been paid or a petition has been filed. Any remaining charges after the decision are the borrower's responsibility, regardless of appeal status.
Paying Library Account Balances
Unpaid balances may result in canceled or delayed registration, and degree recipients with outstanding balances of $50 or greater will have their diplomas withheld until they pay all outstanding debts to the university. Students can make payments via their library account or MyPack Portal. For all other patrons, payments can be made using debit, credit, or check by visiting the Ask Us Desk at the D.H. Hill Jr Library. If a payment cannot be made in person, a check can be sent by mail addressed to D.H. Hill Jr Library, made payable to the NC State University Libraries.
Refund Policy
The Libraries allow refunds up to ninety days after payment of a fine.
Interlibrary Services items may not qualify for a refund. The NC State University Libraries is responsible for any balances owed to lending institutions. If a bill has been applied to your account, you may not qualify for a refund. Patrons may email Interlibrary Services for more information.
Appealing Denied Petitions
If you believe pertinent information was overlooked in your review request, you may appeal the decision within fourteen calendar days. Appeals may be submitted within the original petition’s email thread. Appeals will not be accepted if an initial petition has not been submitted.