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Reasons to consider waiver of customer fines: • Customer claims to have paid fines previously and has receipt with corresponding data. • Complications with a customer who had been unaware of library policies with regard to fines. Customer is given a full explanation of fine structure and all or a portion of fines are waived as a good will gesture. • Customer is paying for a number of fines or lost books. If the amount is large and the customer is unable to pay the entire amount, an agreement may be reached between a supervisor and the customer. This decision may involve the possibility of partial payment, payment at a later date or over an extended period of time. Customer pays amount agreed upon and the remainder of the fine is waived. This may include processing fees. • Customer claims to have paid fines previously or that the items in question were returned on time. If this cannot be corroborated by a downtime calendar, receipt, or customer's online catalog system record, a staff member or supervisor must decide whether or not to accept the claim of the customer. There are situations where the customer's claim is convincing enough to support the decision to waive fines. • Hardship situations occur, such as death in the family or hospitalization. Although borrower fines are not automatically waived due to hardship situations, there are occasions when the situation warrants a waiver. The staff member makes his or her decision on a case-by-case basis. Financial Reporting: At the end of each fiscal year, Library staff will provide the City's Finance Department with a summary of the total number of fines/fees waived, along with the total dollar amount of those fines/fees that were waived. 2