Complaints and Appeals

 

At Quranica, we are committed to providing a transparent and respectful process for handling complaints and appeals regarding our published content or editorial processes. We aim to address all concerns fairly, constructively, and in accordance with best practices in scholarly publishing.

 

Procedure for Submitting Complaints:

• Initial Contact: Individuals wishing to lodge a complaint should first contact the editorial office via quranica@um.edu.my. Please provide a clear description of the complaint, including specific details (e.g., article title, publication date) and the nature of the concern.
• Acknowledgment of Receipt: We will acknowledge receipt of your complaint within three (3) days and provide an overview of the next steps.

 

Investigation Process:

• Initial Assessment: The Editor-in-Chief, or an appointed committee, will conduct a preliminary assessment to determine the validity of the complaint and decide whether further investigation is necessary.
• Investigation: If further investigation is warranted, the Editor-in-Chief will oversee this process. This may involve consulting with relevant stakeholders, including the article's authors, reviewers, and external experts, as needed.
• Resolution: Upon completion of the investigation, the complainant will be informed of the outcomes and any actions taken. This may include corrections, retractions, or other editorial notes as appropriate.

 

Appeals Process:

• Filing an Appeal: If the complainant is dissatisfied with the resolution of the complaint, they may appeal the decision. Appeals must be submitted in writing to the Editor-in-Chief within four (4) weeks of the resolution notification.
• Review of Appeal: Appeals will be reviewed by an independent panel selected by the editorial board. This panel will reconsider the original complaint, the evidence, and the reasons for dissatisfaction with the initial decision.
• Final Decision: The decision of the appeals panel will be final and communicated to all parties involved. Details of the final decision will be documented and retained by the journal.

 

Transparency and Confidentiality:

• We handle all complaints and appeals with the utmost respect for privacy and confidentiality. Only those directly involved in the investigation and resolution processes will have access to details of the case.
• Summaries of significant complaints and the outcomes may be published if they have broader implications for the journal's practices, ensuring that confidentiality is maintained.

 

Continuous Improvement:

• We regularly review our complaints and appeals processes to enhance their effectiveness and ensure alignment with the evolving standards of ethical publishing practices.