This study aims to understand the characteristics of civil petitions and complaints within public libraries and to identify factors to the civil petitions. We develop a survey questionnaire for the goals based on the previous related studies and a pilot study with several open-ended interviews with public library users. Then we collect data using the questionnaire from 154 survey participants (public library users). The collected data are statistically analyzed by using factor analysis, canonical correlation analysis, and multiple linear regression analysis. The results show that there are two identified dependent factors, such as petition and complaint, and six independent factors, including librarian specialty, service convenience, and communication between librarians and users. Through a series of statistical analysis for identifying specific relationships between individual dependent factors and predictors, we discuss the characteristics of the library civil petitions and complaints, and the importance of a structural/relation-based approach to the library civil petition as a complimentary for the functional approach. Based on the results and discussions, we suggest several future research directions, including research on the relationship between the library civil petitions and library performances.