Complaints and Appeals Policy
International Journal of Engineering Research and Science (IJOER)
ISSN: 2395-6992 | COPE Member | Fair Process Guaranteed
Our Commitment to Fair Process
IJOER is committed to providing fair, transparent, and timely resolution of all complaints and appeals. This policy aligns with COPE (Committee on Publication Ethics) guidelines and ensures that all parties have access to a structured, impartial process for addressing concerns.
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1. Policy Principles & Scope
Foundational Principles
This policy is built on five core principles derived from COPE guidelines: fairness, transparency, timeliness, confidentiality, and proportionality. All complaints and appeals are handled with respect for all parties involved.
Core Principles
- Fairness: Impartial treatment of all parties regardless of status or affiliation
- Transparency: Clear, documented processes with regular communication
- Timeliness: Reasonable and predictable timelines with regular updates
- Confidentiality: Protection of sensitive information and identities
- Proportionality: Responses appropriate to the severity of concerns
- Accountability: Clear responsibility and follow-up on all commitments
Policy Scope
- All Stakeholders: Authors, reviewers, editors, board members, readers
- All Processes: Submission, peer review, editorial decision, publication
- All Content Types: Research articles, reviews, technical notes, letters
- All Issues: Editorial, ethical, procedural, personal conduct
- Global Application: Policy applies equally regardless of geographic location
- COPE Alignment: Full compliance with international best practices
Rights and Responsibilities
Complainant Rights
- Lodge complaints without fear of reprisal or retaliation
- Clear information about the complaints process
- Confidentiality and privacy throughout the process
- Regular updates on investigation progress
- Written decision with clear rationale
- Appeal decisions through established channels
Complainant Responsibilities
- Provide accurate, complete, and factual information
- Submit complaints in good faith without malice
- Respect confidentiality of the investigation process
- Cooperate fully with investigators
- Adhere to established timelines for responses
- Accept final decisions after due process
2. Types of Complaints Accepted
Editorial Process Complaints
Concerns related to manuscript handling, review process, or editorial decisions:
Ethical & Research Integrity
Allegations of research misconduct or ethical violations:
Personal & Professional Conduct
Complaints about behavior, professionalism, or interpersonal conduct:
Procedural & Administrative
Issues with journal procedures, systems, or administration:
Complaints Not Accepted
Generally Not Accepted
- Anonymous complaints (except in special circumstances)
- Complaints without specific details or evidence
- Complaints already resolved through proper channels
- Scientific disagreements without misconduct allegations
- Complaints made in bad faith or with malice
Special Considerations
- Anonymous complaints may be accepted for serious ethical issues
- Vague complaints may be returned for clarification
- Scientific disagreements redirected to correspondence
- Previously resolved issues require new evidence
- Malicious complaints may result in sanctions
3. Complaint Submission Process
Structured Submission Procedure
IJOER provides multiple channels for complaint submission with clear guidelines to ensure proper handling, tracking, and timely resolution. All complaints receive a unique reference number for follow-up.
Email Submission
Recommended for detailed complaints with attachments
Online Form
Structured submission with guided fields
Written Correspondence
Formal letters for complex or sensitive matters
Required Complaint Information
- Complainant Details: Full name, affiliation, email, contact information
- Subject of Complaint: Clear identification of person/article/issue
- Detailed Description: Specific facts and chronology
- Supporting Evidence: Documents, correspondence, screenshots
- Previous Steps: Any prior attempts to resolve
- Desired Outcome: What resolution is sought
- Confidentiality Preferences: Any special confidentiality requests
Email Submission Guidelines
"COMPLAINT: [Brief Description] - [Manuscript ID]"
Example: COMPLAINT: Review Process Delay - IJOER-2025-123
Complaint Submission Template
Subject: COMPLAINT: Review Process Delay - Manuscript ID: IJOER-2025-123
To: info@ijoer.com CC: info.ijoer@gmail.com Dear IJOER Complaints Officer, 1. COMPLAINANT INFORMATION: • Name: Dr. Priya Sharma • Affiliation: Indian Institute of Technology, Delhi • Email: priya.sharma@iitd.ac.in 2. COMPLAINT DETAILS: • Date of Incident: 15 March 2025 • Manuscript/Article ID: IJOER-2025-123 3. DESCRIPTION OF COMPLAINT: This manuscript was submitted on 1 February 2025. The initial decision was promised within 14 days, but no decision has been communicated after 45 days. Three reminders sent over the past 4 weeks have received no response. 4. SUPPORTING EVIDENCE: Attached: Submission confirmation email, three reminder emails with dates 5. DESIRED RESOLUTION: Immediate editorial decision on the manuscript or clear explanation for delay with new timeline. 6. CONFIDENTIALITY: I request that my identity be kept confidential from the reviewers and editorial staff involved in the original handling. Sincerely, Dr. Priya Sharma
4. Investigation Process & Procedures
Systematic Investigation Framework
All complaints undergo a standardized, documented investigation process by trained personnel. Investigations are conducted impartially, confidentially, and in accordance with COPE guidelines.
| Stage | Actions & Procedures | Responsible Party | Standard Timeline |
|---|---|---|---|
| 1 Receipt & Screening | Acknowledge complaint, assign tracking number, initial assessment for validity and jurisdiction | Complaints Officer | 2 business days |
| 2 Preliminary Assessment | Review completeness, gather initial information, determine investigation level needed | Senior Editor | 5 business days |
| 3 Formal Investigation | Gather evidence, interview parties, review documents, consult experts if needed | Investigation Committee | 15-30 business days |
| 4 Analysis & Decision | Review evidence, apply policies, prepare decision with rationale | Editorial Committee | 10 business days |
| 5 Communication | Prepare and send decision letters to all parties, implement required actions | Complaints Officer | 5 business days |
Investigation Principles
Due Process Guarantees
- Right to be informed of allegations
- Right to respond to allegations
- Right to present evidence and witnesses
- Right to be accompanied by advisor
- Right to impartial decision-makers
- Right to written decision with reasons
Investigation Standards
- Evidence-based decision making
- Proportionality in responses
- Consistency with previous cases
- Transparency within confidentiality bounds
- Timeliness without compromising thoroughness
- Documentation of all proceedings
5. Resolution Mechanisms & Outcomes
Informal Resolution
Mediation, clarification, or corrective action without formal proceedings.
1-7 daysFormal Resolution
Structured investigation leading to binding decision with possible sanctions.
30-60 daysAlternative Resolution
Mediation, arbitration, or other alternative dispute resolution methods.
VariesFor Valid Complaints
- Corrective Action: Specific steps to address issue
- Apology: Formal or informal apology
- Process Improvement: Changes to journal procedures
- Retraining: Mandatory training for involved parties
- Publication Correction: Erratum, corrigendum, or retraction
- Restitution: Refund or compensation if applicable
For Invalid Complaints
- Explanation: Detailed rationale for decision
- Clarification: Additional information provided
- Process Review: Suggestion for future submissions
- No Action: Complaint dismissed with reasons
- Education: Guidance on proper procedures
- Record Closure: Case closed with documentation
Sanctions for Misconduct
When misconduct is confirmed, sanctions may include:
- Warning letters
- Submission bans (temporary or permanent)
- Retraction of articles
- Notification to institutions
- Removal from editorial/reviewer roles
- Reporting to professional bodies
Record Retention
| Minor complaints | 2 years |
| Formal investigations | 5 years |
| Ethical misconduct cases | 10 years |
| Legal or regulatory matters | Permanent |
| Appeals records | 7 years |
6. Appeals Process for Decisions
Right to Appeal
Any party dissatisfied with a complaint decision has the right to appeal through a structured, impartial process. Appeals must be based on specific grounds.
Appeal Grounds
- Procedural Error: Failure to follow established procedures
- New Evidence: Significant evidence not available previously
- Bias: Demonstrable bias in decision-making
- Misapplication of Policy: Incorrect interpretation or application
- Disproportionate Sanction: Sanction clearly disproportionate to offense
- Substantial Error: Clear factual error in decision
Appeal Timeline
Appeal Submission Procedure
Appeal Requirements
- Written appeal letter with specific grounds
- Reference to original complaint tracking number
- Detailed explanation of appeal basis
- New evidence (if applicable) with explanation
- Desired outcome of appeal
- Contact information for all parties
Appeal Review Process
- Review by independent Appeals Committee
- No members from original investigation
- Consideration of written submissions only
- Possible consultation with external experts
- Decision based on written record
- Final and binding decision
📧 Appeal Submission Address:
Email: info@ijoer.com (with CC to info.ijoer@gmail.com)
Subject: "APPEAL: [Original Complaint Reference Number]"
Deadline: Within 30 calendar days of original decision date
7. Timelines & Deadlines
Complaint Timelines
Response Deadlines
Timeline Extensions & Exceptions
Grounds for Extension
- Complex cases requiring extensive investigation
- Unavailability of key parties or witnesses
- Need for external expert consultation
- Holiday periods or institutional closures
- Technical issues preventing access to information
- Mutual agreement between all parties
Extension Procedures
| Request for Extension | Before original deadline |
| Maximum Extension | 30 additional days |
| Notification to All Parties | Within 2 business days |
| Multiple Extensions | Exceptional circumstances |
| Appeal of Extension Denial | Not permitted |
8. Confidentiality & Whistleblower Protection
Confidentiality Protections
Standard Protections:
- Limited access to complaint information
- Secure storage of all documents
- Restricted discussion of cases
- Anonymous reporting options available
- Confidentiality agreements for staff
- Secure electronic systems
Information Sharing Limits:
- Only necessary information shared
- Parties informed only as needed
- External reporting only when required
- Aggregate reporting without identifiers
Whistleblower Protection
Protection Guarantees:
- No retaliation for good faith reports
- Confidentiality of whistleblower identity
- Independent investigation of retaliation claims
- Support during investigation process
- Clear anti-retaliation policy enforcement
Anonymous Reporting:
- Special procedure for anonymous reports
- Investigation based on merit of information
- Secure anonymous submission system
- Limitations on anonymous process noted
Limits of Confidentiality
Exceptions to Confidentiality
- Legal requirements or court orders
- Risk of serious harm to individuals
- Required institutional reporting
- Necessary for thorough investigation
- With explicit consent of affected party
- Publication of findings when required
Breach of Confidentiality
- Investigation of any suspected breach
- Disciplinary action for confirmed breaches
- Notification to affected parties
- Remedial measures as needed
- Review of procedures to prevent recurrence
- Potential legal consequences
9. External Resolution Options
External Recourse Available
If dissatisfied with the internal appeals process, parties may seek external resolution through recognized bodies and mechanisms.
Professional & Ethical Bodies
- COPE: Committee on Publication Ethics - For publication ethics complaints
- WAME: World Association of Medical Editors - For editorial practice issues
- ICMJE: International Committee of Medical Journal Editors - For journal standards
- Professional Engineering Bodies: For individual professional conduct
- Research Integrity Offices: At author's institution
- Funding Agencies: For grant-related matters
Legal & Alternative Options
- Mediation Services: Independent mediation for dispute resolution
- Arbitration: Binding arbitration if agreed by all parties
- Legal Action: Civil courts for legal claims
- Regulatory Bodies: Government regulators for specific issues
- Ombudsman Services: Independent ombudsman if available
- Academic Associations: Discipline-specific engineering associations
COPE Complaint Process
When to Approach COPE
- After exhausting internal appeals process
- For publication ethics issues specifically
- When journal is COPE member (IJOER is a member)
- For guidance on complex ethical cases
- When mediation between parties is needed
COPE Resources
| COPE Website | publicationethics.org |
| Complaint Form | Available on COPE website |
| Response Time | Varies by complexity |
| IJOER Membership | Active Member |
10. Contact Ombudsman Office
Ombudsman Contact
Resources
Subject Line Protocol:
"COMPLAINT: [Brief Description]"
"APPEAL: [Reference Number]"
For proper routing and priority handling
Response Commitment:
48-hour acknowledgment
All communications documented and tracked
Our Commitment to Fair Process
IJOER is committed to providing a fair, transparent, and accessible complaints and appeals process. We treat all concerns seriously, investigate thoroughly, and strive for resolutions that uphold journal standards while respecting all parties. Our ombudsman function operates independently to ensure impartiality in all proceedings.
Submit a Complaint or Appeal
We're here to help resolve concerns:
- ✓ Fair and impartial process guaranteed
- ✓ Confidentiality protections in place
- ✓ Clear timelines and communication
- ✓ Right to appeal all decisions
24/7 submission accepted