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Complaints Policy


Complaints Policy

We aim to respond to and resolve all complaints quickly and constructively. The procedures to investigate and resolve complaints followed by Edorium Journals aims to be fair and balanced for those making complaints and for those being complained about.


Section I
For Appeal against editorial decisions

If the authors disagree with the editorial decision on their manuscripts they have a right to appeal.

Authors who wish to appeal an editorial decision should contact the Editor-in-Chief of the specific journal. In such cases the Editor-in-Chief will review the manuscript, editorial and peer reviewers' comments and give his/her decision for accepting or rejecting a manuscript. Editor-in-Chief may, if so required, send the manuscript to a new handling editor for a fresh editorial review and to new referees for peer review. Decision of the Editor-in-Chief in such case will be final.


Section II
Editorial Matters: For complaints related to policies, procedures, editorial content and actions of the editorial staff

How to make a complaint
The procedure to make a complaint is easy. The complaint can be made by writing an email. Ideally the complaint should be made to the person with whom the complainant is in regular contact for the matter being complained about. If due to any reason it is not appropriate or possible to complain to the contact person, please email to: Email to send complaints

All complaints will be acknowledged within three working days.

Complaints Handling Policy (Escalation Procedures)

First Contact
The complaints will be resolved by the person to whom they are made. If the person to whom the complaint is made is not able to deal with the complaint he or she will refer it to the Section Editor.

Second Contact
Section Editor
The Section Editor will resolve the complaint. If the complaint cannot be resolved by the Section Editor, it will be referred to the Editor-in-Chief.

Third Contact
Editor-in-Chief
For all matters related to the policies, procedures, editorial content and actions of the editorial staff, the decision of the Editor-in-Chief will be final. If the Editor-in-Chief is unavailable for any reason, the complaint will be referred to the Managing Editor of Edorium Journals.

Complaint Resolution
All efforts will be made to resolve the complaint as quickly as possible. In some cases, delay in complaint resolution may occur if a response from any third person or organization is required. Until the complaint is resolved, a complaint resolution update will be provided to the complainant, every two weeks, until the complaint is finally resolved.


Section III
Editorial Matters: For complaints related to the conduct of the Editor-in-Chief
Non-Editorial Matters: For complaints related to Edorium Journals except as given in section I and II above

How to make a complaint
The complaint can be made by writing an email. Complaints about matters related to Edorium Journals but which are not related to policies, procedures, actions of the editorial staff and editorial content can be made to: Email to send complaints

All complaints will be acknowledged within three working days.

Complaint Resolution
All efforts will be made to resolve the complaint as quickly as possible. In some cases, delay in complaint resolution may occur if a response from any third person or organization is required. Until the complaint is resolved, a complaint resolution update will be provided to the complainant, every two weeks, until the complaint is finally resolved.

If any complaint about editorial matters is sent to the above it be referred to the Editor-in-Chief of the respective journal or to the Managing Editor in the absence of the Editor-in-Chief.




 
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