Background
In preparing this policy, Merit Research Journals (MRJ) has tried to align our procedures with relevant regulatory and legal requirements as well as current best practice.
What is a Complaint?
Our complaint policy is meant to address complaints made to MRJ. In this sense, a complaint is defined as follows:
An expression of dissatisfaction made to MRJ in relation to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.
Any person or organization (the complainant) who is not satisfied with our product or service, for any reason, may contact MRJ to complain.
Objective of the Policy
MRJ seeks to maintain and enhance our reputation of providing our teeming authors with high quality products and services. We value complaints as they assist us to improve our products and services.
MRJ is committed to being responsive to the needs and concerns of researchers and scientists and to resolving complaints as quickly as possible.
This policy has been designed to provide guidance to both researchers and scientists on the manner in which MRJ receives and manages complaints. We are committed to being consistent, fair and unbiased when handling complaints.
The objective of this policy ensures:
>Awareness on our complaint lodgement and handling processes
>That both scientists and researchers understand our complaints handling process
>All complaints are treated in line with laid down statutory and regulatory requirements.
>Complaints are investigated impartially with a balanced view of all information or evidence
>Complaints are considered on their merits taking into account individual circumstances and needs.
>Recognition of authors’ right to provide feedback and complain about product and services rendered.
If you are dissatisfied with a product or service provided by MRJ, you may in the first instance consider speaking directly with our staff member/s you have been dealing with. If you are uncomfortable with this or consider the said staff member unable to address your concerns you can lodge a complaint with us in one of the following ways:
By emailing us contact_us@meritresearchjournals.org
What information is needed when making a complaint?
>Your name and contact details
>Your relationship with MRJ (i.e. the nature of your engagement with MRJ, author, reviewer, editor, reader etc.)
>Name/Description of product or service being complained about
>Problem encountered with said product or service
>Remedy requested
>Copies of any documentation which supports your complaint.
Assistant with making a complaint
The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, if you consider you need further assistance please contact: contact_us@meritresearchjournals.org. Upon receipt of a complaint via our email, we would try to identify the remedy sought by the complainant and any other information necessary for the effective handling of the complaint. Receipt of each complaint would be acknowledged almost immediately. Each complaint would be initially assessed in terms of criteria such as severity and possibility of immediate action and will be treated accordingly. Also, if need be, we would investigate all the relevant circumstances and information surrounding a complaint. The level of investigation would be commensurate with the seriousness, frequency of occurrence and severity of the complaint.
Complaints will be tracked from initial receipt through the entire process until the complainant is satisfied or the final decision is made. An up-to-date status would be made available to the complainant upon request and at regular intervals, via any of our emails.
Communicating the Decision - The decision or any action taken regarding the complaint, which is relevant to the complainant, would be communicated to them as soon as the decision or action is taken via email.
Closing the Complaint - If the complainant accepts the proposed decision or action, then the decision or action would be carried out and recorded. If the complainant rejects the proposed decision or action, then the complaint would remain open. This would be recorded and escalated to the Complaints Management Team (CMT). The complainant would be informed of alternative forms of internal and external recourse available. MRJ would continue to monitor the progress of the complaint until all reasonable internal and external options of recourse are exhausted or the complainant is satisfied.
Rights of the complainant
The complainant has the right to:
>Be heard
>Know whether the MRJ’s relevant product and service guidelines have been followed
>Provide and request all relevant material to support the complaint where this does not breach privacy regulations
>Be informed of the response to their complaint
>Be informed of MRJ’s decision and the reason for this decision
>Know that their complaint is being reviewed independently where appropriate.
>Make further complaint or escalate to the following internal or external parties should they consider that their complaints are not being adequately handled