Complaint Procedures

This procedure applies to complaints about the policies, procedures, or actions of the Indonesian Journal of Health Administration/Jurnal Administrasi Kesehatan Indonesia  editorial staff. We welcome complaints as they provide an opportunity and a spur for improvement, and we aim to respond quickly, courteously, and constructively. The complaint must be about something that is within the responsibility of the IJHA editorial board – i.e., content or process. The procedure outlined below aims to be fair to those making complaints and those complained about.

  1. Complaints may be made by phone, email, or letter. 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: jaki@fkm.unair.ac.id to send complaints.
  2. Whenever possible, the complaint should be made to the person with whom the complainant made a regular contact with. If that person cannot deal with the complaint, he or she will refer it to the Editor-in-Chief.
  3. Complaints about editorial matters are sent to the Editor-In-Chief.
  4. All complaints will be acknowledged (immediately on the phone, within seven working days if by email or post).
  5. If possible, a definitive response will be made within two weeks. If this is not possible, an interim response will be given within two weeks. Interim responses will be provided until the complaint is finally resolved.
  6. If the complaint remains unhappy, complaints should be escalated to the editor, whose decision is final.
  7. If the complaint has exhausted the internal processes and is still unhappy, he or she can complain to the following body:

The Committee on Publication Ethics COPE publishes a code of practice for editors of scientific, technical, and medical journals https://publicationethics.org/appeals. It will consider complaints against editors but only once a journal’s own complaints procedures have been exhausted.