Complaints and Appeals

1. Introduction

Jurnal ELTIKOM: Jurnal Teknik Elektro, Teknologi Informasi dan Komputer (ELTIKOM) is committed to providing a high-quality, transparent, and fair publication process for authors, reviewers, and readers. The journal recognizes that concerns, disagreements, or dissatisfaction may occasionally arise during the editorial or publication process.

This policy outlines the procedures for submitting and handling complaints related to the journal’s policies, processes, editorial conduct, or staff actions, as well as procedures for appeals by authors who wish to request reconsideration of editorial decisions on their manuscripts.

ELTIKOM is committed to addressing all complaints and appeals in a constructive, impartial, and timely manner, in accordance with the guidelines of the Committee on Publication Ethics (COPE).

2. Description

This policy distinguishes between complaints and appeals as follows:

Complaint

A complaint is an expression of dissatisfaction by any individual or group regarding any aspect of ELTIKOM’s policies, procedures, editorial conduct, actions of its staff or editorial board, or journal operations. Complaints may relate to, but are not limited to:

  • Undue delays in manuscript handling or publication.

  • Conduct or behavior of editors, reviewers, or editorial staff.

  • Problems with journal systems, workflows, or communication.

  • Concerns about adherence to the journal’s stated policies.

  • Allegations concerning the integrity, transparency, or conduct of the journal itself.

Complaints do not include disagreements with editorial decisions based on scientific evaluation, which are handled through the appeals process.

Appeal

An appeal is a formal request submitted by an author (or authors) asking ELTIKOM to reconsider an editorial decision made on a submitted manuscript, typically a rejection decision.

Concerns related to research or publication misconduct (e.g., plagiarism, data fabrication, unethical research practices) are handled under ELTIKOM’s Publication Ethics and Misconduct Policy, although a complaint may arise regarding how such cases were managed.

3. Policy

3.1 Commitment to Fair Process

ELTIKOM is committed to handling all complaints and appeals fairly, transparently, consistently, and in good faith.

3.2 Confidentiality

All complaints and appeals will be treated confidentially. Information will be shared only with individuals directly involved in the investigation and resolution process. The identity of complainants or appellants will be protected whenever possible and appropriate.

3.3 Timeliness

ELTIKOM will acknowledge receipt of complaints and appeals promptly, typically within 5–7 working days. The journal aims to investigate and resolve matters within a reasonable timeframe and will inform the complainant or appellant of any significant delays.

3.4 Constructive Engagement

Complaints and appeals are treated as opportunities to address concerns, correct potential errors, and improve the journal’s editorial processes and services.

3.5 No Retaliation

ELTIKOM guarantees that no individual will be subject to retaliation or adverse consequences for submitting a complaint or appeal in good faith.

3.6 Grounds for Appeal

Appeals against editorial decisions will be considered only if the author can provide clear evidence of one or more of the following:

  • A significant factual error or misunderstanding by reviewers or editors that materially affected the decision.

  • New, substantive evidence or data that was not available during the original review and directly addresses the main concerns raised.

  • A demonstrably flawed, biased, or unethical peer review process.

Appeals based solely on disagreement with reviewers’ or editors’ scientific judgment will generally not be successful.

3.7 Frivolous or Vexatious Submissions

ELTIKOM reserves the right to dismiss complaints or appeals that are deemed to be frivolous, repetitive, vexatious, without substantive merit, or outside the scope of this policy.

4. Procedures for Handling Complaints and Appeals

4.1 Procedure for Handling Complaints

(Concerning journal policies, procedures, editorial conduct, or staff actions)

Submission of a Complaint

  • Complaints must be submitted in writing to the Editor-in-Chief of ELTIKOM.

  • Contact details are available on the journal’s official website.

  • The complaint should clearly describe the issue, including relevant details such as dates, manuscript ID (if applicable), names of involved parties (if relevant), and supporting evidence.

Acknowledgement

  • The Editor-in-Chief or a designated editorial representative will acknowledge receipt of the complaint.

Investigation

  • The Editor-in-Chief will investigate the complaint impartially.

  • This may involve reviewing correspondence, consulting relevant editors or editorial board members, and requesting clarification from involved parties.

Resolution and Response

  • Upon completion of the investigation, the Editor-in-Chief will provide a written response summarizing the findings and any actions taken.

  • Possible outcomes include clarification, explanation, apology, corrective action, or review of journal procedures.

  • If the complaint is unsubstantiated, this will be clearly communicated.

Escalation

  • If the complainant is not satisfied with the resolution, they may request further review by the Publisher (P3M Politeknik Negeri Banjarmasin).

  • For complex or unresolved ethical issues, ELTIKOM may refer to COPE guidance to inform its decision-making process.

4.2 Procedure for Handling Appeals

(Against editorial decisions on manuscripts)

Submission of an Appeal

  • Appeals must be submitted in writing by the corresponding author to the Editor-in-Chief.

  • Appeals should be submitted within 30 days of the editorial decision.

  • The appeal must clearly state the grounds for appeal and provide a structured, point-by-point response to the reviewers’ and editors’ comments.

  • Revised manuscripts should not be submitted with the appeal unless explicitly requested by the editorial decision letter.

Initial Assessment

  • The Editor-in-Chief will assess whether the appeal meets the valid grounds outlined in this policy.

  • Appeals that do not meet these criteria may be dismissed without further review.

Appeal Investigation

If the appeal is deemed valid, the Editor-in-Chief may:

  • Re-evaluate the manuscript, reviewer reports, and appeal letter.

  • Consult the original handling editor or reviewers (while maintaining anonymity).

  • Seek advice from another editorial board member or an independent external expert not involved in the original decision.

Decision on Appeal

  • The Editor-in-Chief will make the final decision on the appeal.

  • The decision is final and binding.

  • The corresponding author will be informed in writing, along with a clear explanation.

ELTIKOM generally considers only one appeal per manuscript.

Possible Outcomes of an Appeal

  • The original decision is upheld.

  • The manuscript is invited for a new round of peer review.

  • The original decision is overturned and the manuscript proceeds in the editorial process (rare).

  • The manuscript remains rejected with clarified or revised reasons.

4.3 Record Keeping

ELTIKOM will maintain confidential records of all complaints and appeals, including correspondence, investigation details, and outcomes. These records are used to monitor consistency, ensure accountability, and improve journal practices.

5. Policy Review

This Complaints and Appeals Policy is subject to periodic review and may be updated to reflect evolving best practices, editorial experience, and updates to COPE guidelines.