12.1 Fine Appeals
All fines, excluding those assumed for unreturned, damaged, lost or stolen equipment, after finalized and notified via a Fine Invoice email notification, may be appealed only within a 15-day period upon initial notification. Appeal requests initiated and submitted after the 15-day review period will not be accepted.
12.2 Conditions for Appeal
In order to submit a valid Fine Appeal Request for a Digital Media Services fine, all of the following conditions must be met:
- All equipment has been returned. All equipment items from the checkout, including accessories and cases, must be returned in full to the respective Equipment Loan service locations;
- An official Fine Invoice notification email has been received. A Digital Media Services full-time staff member has reviewed all information related to the specific checkout allocation and Fine Invoice notification has been received to a client’s Loyola University Chicago inbox with finalized fine values;
- The appeal is submitted using the Fine Appeal Request Form; and
- The balance is unpaid and within 15-day appeal window. The fine that is being appealed is currently unpaid and within 15 days of the initial Fine Invoice email notification.
If any of these conditions have not been met, the fine appeal submission will be rejected immediately identifying these required conditions for appeal.
12.3 Fine Appeal Form
Fine appeals must be submitted online and are not accepted via email, telephone or in-person. An appeal request does not guarantee that a client’s appeal will be granted or denied. All requests are reviewed on a case-by-case basis. Please be as detailed and thorough with your appeal – more information provides us more insight into understanding the specific events related to the appeal request.
Note that submission will generate an ITS Helpdesk ticket/incident, which is valid - our communications and response to the appeal will be made via this ticketing system.
12.4 Review Committee Assessment of Appeal Request
The Review Committee, comprised of the Lakeshore and Water Tower Digital Media Specialists, will evaluate the appeal in consideration of the overall Equipment Loan Policies and information provided by the client submitting the appeal in order to determine the validity and accuracy of the assessed fine. Review the Commonly Declined Appeal Requests below for common reasons why appeals requests are not accepted.
Appeal Status Notifications
Clients will be notified of the status of their appeal via email within 72-hours, Monday through Friday.
- 12.4.1 Appeal Status Pending: Request for Supporting Documentation. During the review process, the Review Committee may request copies of official paper documentation supporting a client’s appeal request – this may include official medical documentation or Dean of Student’s note, to be verified by contacting such external sources to validate the timeframe overlaps the contracted return times. In such instances, clients are responsible for providing response and follow-up paper documentation within 7-days of such a request otherwise the appeal will be considered forfeited due to lack of response in a timely manner and be ineligible further for a follow-up or continuation of that specific appeal request. A response will be provided regarding the status of the appeal within 72-hours of receipt of supporting documentation.
- 12.4.2 Appeal Accepted: Fine Value Waived. In the event an appeal request is accepted and the fine is removed in full, confirmation will be provided via email and, unless additional fine invoices are present and active or otherwise indicated, access to the loan program will resume for that client immediately.
- 12.4.3 Appeal Accepted: Fine Value Reduced. In the event an appeal request is accepted and the fine is reduced but a balance is still present, confirmation will be provided via email indicating the remaining balance and payment options. Payment will still need to be submitted within the same 15 day period from the initial notification of the Fine Invoice. Additional appeal requests related to the same Fine Invoice after an appeal decision has been made will not be accepted.
- 12.4.4 Appeal Declined. In the event an appeal request is declined, reason for the declination will be provided as well as the unmodified fine balance and payment options. Payment will still need to be submitted within the same 15 day period from the initial notification of the Fine Invoice. Additional appeal requests related to the same Fine Invoice after an appeal decision has been made will not be accepted.
12.5 Commonly Declined Appeal Requests
Fine appeals submitted based on the following criteria may be declined as the information was provided in the original Equipment Loan Contract agreed upon by the client via signature:
- 12.5.1 The Fine Value Is Too High – All fine values are identified at the time of checkout in the Equipment Loan Contract, requiring signature indicating awareness of these policies. There is no maximum fine for overdue checkouts.
- 12.5.2 Unable to Return Equipment to Original Loan Location – Equipment that is returned after the contracted due date and time will result in late fines pro-rated to the number of minutes each barcoded resource is overdue.
- 12.5.3 Unaware of Due Date, Time and Location – Clients are responsible to be aware of contracted due date, time and return location information. This is identified on the Equipment Loan Contract as “Step 2 – Review Your Equipment Due Date, Time and Return Location”. By signing and completing an Equipment Loan Contract, clients are indicating they are aware and responsible for the return of the equipment on or prior to the contracted due date and time. Late fine values, as indicated in the Loan Contract, will accrue for the total number of minutes the equipment is past due.
- 12.5.4 Equipment Returned Late On-Behalf-Of Contracted Client - Returns made on-behalf-of clients contracted to the equipment is permissible, however it excludes the original client from all eligibility for fine appeal submissions associated to the specific checkout. Returns on-behalf-of clients may be beneficial to better ensure equipment is returned before it may be considered overdue and begin accruing late fines, however this similarly transfers potential risks of damage, missing components or late returns. Fines are not eligible for transfer between clients or users – payment however may be submitted on the behalf of another individual.
- 12.5.5 Equipment Was Not Reserved While My Loan Was Overdue – Regardless of whether reservations were made for the specific equipment overdue, the lack of availability of the equipment has an impact on other clients attempting to reserve or make a walk-in request for the equipment. Fines will not be waived due to the lack of, or presence of, reservations for the specific equipment.
- 12.5.6 Assumed Equipment Renewed by Creating a New Reservation – A reservation will not renew equipment actively on loan. It is not possible to modify return dates and times for equipment after the initial checkout and loan contract has been completed. Requests to renew equipment through email or telephone cannot be accepted. To “renew” equipment, a client must return all equipment actively on loan to the original loan location of checkout in order to create a new reservation with new due dates and times as identified and agreed to on a new Equipment Loan Contract.
- 12.5.7 Appeal Submitted After Fine Invoice Paid – Client accept responsibility for the associated fine invoice by remitting payment. All payments are final and non-refundable. Fine appeal requests submitted after payment has been completed will be denied as the appeal is ineligible.
- 12.5.8 Appeal Submitted After the 15 Day Notification Period – All fines, excluding those assumed for unreturned, damaged, lost or stolen equipment, after finalized and notified via a Fine Invoice email notification, may be appealed only within a 15 day period upon initial notification. Appeal requests initiated and submitted after the 15 day review period will not be accepted.
12.6 One-Time Exception
The Review Committee may accept appeals citing a "One-Time Exception." These circumstances may be granted in the event the client has never had a previous fine invoice and/or fine appeal with supporting details associated to the late return of equipment. Such exceptions are not guaranteed as the appeals are reviewed on a case-by-case basis and may result in a fine reduction or one-time removal of the associated fine. Equipment checkouts that encompass excessively overdue equipment, damages, lost or stolen equipment will be ineligible for such exceptions.
12.7 Fine Remediation Training
Clients that submit a fine appeal request and have previously been granted a One-Time Exception may be offered a one-time opportunity to complete an online Fine Remediation Training in-lieu of submitting a fine payment. Fine Remediation Training affords clients greater insights into the reasons why fines exist, the impact of late returns, and suggestions to best avoid incurring late fines in the future.
- Clients will have 7-days to accept the offer to complete Fine Remediation Training. If no response is made within that period of time, the opportunity will be forfeited and the appeal will be denied. If accepted, clients will be granted access to and have 7-days from notification to complete the Fine Remediation Training.
- An estimated time commitment of 30 minutes with full attention to details will be required. Clients must successfully pass the training assessment with a score of 100% to consider training complete.
- Scores will be reviewed once-a-day, Monday through Friday (excluding University holidays), by the Review Committee. Upon verification that training has been completed with a 100% score, a confirmation email will be sent, concluding the appeal request with the fine waived and resuming access to the loan program. Note that student workers do not have access to review scores or completion of training.
Failure to complete the training by the indicated deadline will result in removal of access to the training, declination of the appeal request and require submission of the original fine payment in order to resume access to the loan program.