Complaints and Appeals Policy

1. Introduction

Jurnal Matematika UNAND (JMUA) is committed to maintaining fairness, transparency, accountability, and integrity throughout its editorial and scholarly publishing processes.

JMUA recognizes the right of authors, reviewers, readers, and other stakeholders to raise concerns regarding the journal's editorial procedures, publication practices, or conduct of individuals involved in the publication process.

This policy establishes procedures for submitting, reviewing, and resolving complaints and appeals in accordance with the principles and guidance of the Committee on Publication Ethics (COPE).

2. Scope of the Policy

This policy covers two types of submissions:

2.1 Complaints

A complaint is a formal expression of concern regarding the journal's operations, editorial conduct, publication procedures, or adherence to its published policies.

Complaints may concern:

  • Unreasonable delays in manuscript processing or publication.

  • Inappropriate or unprofessional editorial conduct.

  • Potential conflicts of interest affecting editorial impartiality.

  • Failure to follow established editorial or peer-review procedures.

  • Concerns regarding publication ethics or the integrity of the editorial process.

  • Other matters related to journal management and publishing practices.

2.2 Appeals

An appeal is a formal request submitted by an author for reconsideration of an editorial decision concerning a manuscript.

Appeals may be considered when there is reasonable supporting evidence of:

  • A significant factual error or misunderstanding affecting the editorial decision.

  • A procedural irregularity in the peer-review or editorial process.

  • Potential bias or an undisclosed conflict of interest.

  • Relevant substantive information that may materially affect the original decision.

Disagreement with reviewers' academic opinions alone does not automatically constitute grounds for an appeal.

3. Submission of Complaints and Appeals

Complaints and appeals must be submitted in writing to the JMUA Editorial Office.

Email: jmua@sci.unand.ac.id

Subject: Complaint or Appeal – [Manuscript ID / Article Title]

Submissions should include:

  1. The name and contact information of the complainant or appellant.

  2. The manuscript ID, article title, or DOI, where applicable.

  3. A clear description of the complaint or grounds for appeal.

  4. Relevant supporting evidence or documentation.

  5. The outcome or corrective action being requested.

Authors submitting an appeal should provide a clear explanation addressing the editorial decision and relevant reviewer comments.

Complaints may also be submitted by readers, reviewers, or other parties with legitimate concerns about the journal's editorial or publication practices.

4. Complaint Handling Procedure

JMUA follows a structured approach to handling complaints.

Step 1 – Acknowledgment

The Editorial Office acknowledges receipt of the complaint and determines whether the matter falls within the scope of this policy.

Step 2 – Preliminary Assessment

The Editor-in-Chief or an editor designated to handle the complaint reviews the information provided and may request additional clarification or supporting evidence.

Step 3 – Investigation

Where necessary, the journal examines relevant editorial records, correspondence, manuscript documentation, and other appropriate evidence.

The editor may consult members of the Editorial Board, relevant experts, or the publisher, depending on the nature of the complaint.

Step 4 – Resolution

The journal communicates the outcome of its assessment to the complainant in writing, where appropriate.

Possible outcomes include:

  • An explanation or clarification.

  • Corrective action addressing an identified procedural problem.

  • Review or improvement of an editorial procedure.

  • Referral of publication ethics concerns for further examination.

  • Dismissal of the complaint where supporting evidence is insufficient.

Step 5 – Escalation

If a complaint cannot be resolved satisfactorily at the editorial level, or if it involves the Editor-in-Chief, the matter may be referred to the publisher:

Department of Mathematics and Data Science, Faculty of Mathematics and Natural Sciences, Universitas Andalas.

The publisher will designate an appropriate person to review the matter while respecting editorial independence.

5. Editorial Appeals Procedure

Authors who believe that an editorial decision was affected by a substantive error, procedural irregularity, or potential bias may submit an appeal.

The appeal process consists of the following stages.

Step 1 – Submission

The corresponding author submits a written appeal to the Editorial Office, clearly identifying the editorial decision being challenged and explaining the grounds for reconsideration.

Step 2 – Initial Assessment

The Editor-in-Chief evaluates whether the appeal presents sufficient grounds for further review.

Step 3 – Independent Reassessment

If further review is warranted, the Editor-in-Chief may consult another qualified editor, an Editorial Board member, or an independent subject expert who was not involved in the original decision.

Where the original decision was made by an editor with a relevant conflict of interest, that editor must not participate in reconsidering the appeal.

Step 4 – Appeal Decision

The journal communicates the outcome of the appeal to the corresponding author in writing.

Possible outcomes include:

  • Upholding the original editorial decision.

  • Reconsidering the manuscript through an additional editorial assessment.

  • Requesting further independent peer review.

  • Revising the original decision where substantial grounds justify doing so.

An appeal does not guarantee acceptance or publication of the manuscript.

6. Conflicts of Interest and Impartiality

All complaints and appeals must be assessed fairly and without improper influence.

Editors, reviewers, or other individuals involved in handling a complaint or appeal must disclose any relevant personal, professional, institutional, academic, or financial conflicts of interest.

Individuals with a relevant conflict of interest must withdraw from the assessment or decision-making process.

The Editor-in-Chief shall assign the matter to an appropriate independent editor or qualified individual when necessary.

If the Editor-in-Chief is directly involved in the complaint or has a relevant conflict of interest, the matter shall be referred to the publisher for impartial handling.

7. Confidentiality and Protection Against Retaliation

JMUA treats complaints and appeals confidentially to the extent reasonably possible.

Information is shared only with individuals whose involvement is necessary for assessment, investigation, or resolution, or where disclosure is otherwise required.

JMUA does not tolerate retaliation against individuals who submit complaints or appeals in good faith.

Complaints containing knowingly false allegations, harassment, or repeated submissions without relevant new evidence may be dismissed following an appropriate assessment.

8. Handling Time

JMUA aims to acknowledge complaints and appeals within five to seven working days of receipt.

The time required for investigation and resolution depends on the complexity of the case, availability of supporting evidence, and need for consultation with relevant parties.

When additional time is required, the Editorial Office will make reasonable efforts to inform the complainant or appellant of the progress of the review.

All complaints and appeals will be addressed within a reasonable timeframe, without compromising the fairness or thoroughness of the process.

9. Corrections, Retractions, and Publication Ethics Concerns

Complaints involving possible errors, misconduct, or concerns about published articles will be assessed in accordance with JMUA's existing publication ethics and post-publication policies.

Depending on the findings, the journal may issue a correction, expression of concern, retraction, or other appropriate editorial response.

The applicable policies are available at:

Actions affecting the scholarly record will be evaluated in accordance with applicable COPE guidance.

10. Documentation and Policy Review

JMUA maintains appropriate confidential records of complaints and appeals, including relevant correspondence, assessment findings, decisions, and corrective actions.

These records support accountability, consistent editorial practice, and continuous improvement of the journal's publication procedures.

The policy may be reviewed and updated periodically to reflect developments in publication ethics, editorial practice, and the needs of the journal.

11. Contact Information

Editorial Office of Jurnal Matematika UNAND (JMUA)

Department of Mathematics and Data Science
Faculty of Mathematics and Natural Sciences
Universitas Andalas
Kampus UNAND Limau Manis
Padang, West Sumatra 25163, Indonesia

Email: jmua@sci.unand.ac.id

Journal Website: https://jmua.fmipa.unand.ac.id