Complaint Procedures

This procedure applies to complaints regarding the policies, procedures, or jounal sercive quality of the Jurnal Rekonstruksi dan Estetik editorial board. We value complaints as they offer opportunities for improvement, and we strive to respond promptly, courteously, and constructively. Complaints must concern issues within the responsibility of the Jurnal Rekonstruksi dan Estetik editorial board, such as content or process. The following procedure ensures fairness to both the complainants and those being complained about.

  1. Complaints should be emailed to jre@journal.unair.ac.id. Ideally, address your complaint to the person you usually communicate with regarding the issue. If that's not possible, use the provided email address to submit your complaint.
  2. Complaints related to editorial matters should be directed to the Editor-in-Chief.
  3. Ideally, direct the complaint to the person regularly contacted regarding the issue. If this person is unable to address the complaint, it will then be forwarded to the Editor-in-Chief.
  4. All complaints will receive immediate acknowledgment via email and within seven working days.
  5. If possible, a definitive response will be provided within two weeks. If this is not feasible, an interim response will be given within two weeks. Interim responses will continue until the complaint is finally resolved.
  6. If the complainant remains dissatisfied, the complaint should be escalated to the editor, whose decision is final.
  7. The editorial board will periodically review the nature and frequency of complaints to identify any trends or areas for improvement. Feedback from complainants may be sought to ensure the complaint process is effective and fair.
  8. All complaints will be handled with strict confidentiality to protect the privacy of both the complainant and those being complained about.
  9. Complainants will have an opportunity to provide feedback on the complaint handling process, ensuring transparency and accountability.
  10. If the internal processes have been exhausted and the complainant is still dissatisfied, they can submit a complaint to the following body: The Committee on Publication Ethics (COPE) publishes a code of practice for editors of scientific, technical, and medical journals. COPE will consider complaints against editors but only once a journal's own complaint procedures have been exhausted. More information is available at: COPE Appeals.