Complaints & Appeals

Caring & Sharing Nursing Journal (CSNJ) is committed to a fair, transparent, and accountable editorial process. This page explains how CSNJ handles complaints (concerns about journal processes or ethics) and appeals (requests to reconsider editorial decisions).

1) Definitions

1.1 Complaints

A complaint is a formal concern about the journal’s policies, editorial handling, peer review integrity, publication ethics, or professional conduct, for example:

  • concerns about editorial delays or communication

  • concerns about reviewer behavior or confidentiality

  • allegations of bias, conflict of interest, or misconduct

  • concerns about published content integrity (may also be handled under Corrections & Retractions)

1.2 Appeals

An appeal is a request by an author to reconsider an editorial decision (e.g., reject, major revision) on the basis of:

  • factual errors in the editorial/reviewer assessment

  • misunderstanding of methods or evidence

  • procedural issues that may have affected fairness

Disagreement with reviewers alone is not sufficient; appeals must provide reasoned evidence.

2) How to Submit a Complaint or Appeal

Please send an email to the CSNJ Editorial Office:

  • Email: [petruskanisiussigatage@ucb.ac.id]

  • Subject line format:

    • Complaint: “Complaint – [Manuscript ID / Article Title]”

    • Appeal: “Appeal – [Manuscript ID]”

Include:

  • manuscript ID (or article DOI/URL if published)

  • a clear description of the issue

  • relevant dates, documents, and evidence (screenshots, correspondence, reports)

3) Handling Process (Complaints)

CSNJ will follow these steps:

  1. Acknowledgement: CSNJ acknowledges receipt within 7 working days.

  2. Initial Assessment: The editorial office evaluates the complaint and determines scope (editorial process, peer review, ethics, or published record).

  3. Investigation: CSNJ may consult editors, reviewers, editorial board members, or independent experts as appropriate.

  4. Decision & Response: CSNJ communicates an outcome and rationale within 30–60 days when possible (depending on complexity).

  5. Escalation (if needed): For serious cases (misconduct, integrity concerns), CSNJ may escalate to the publisher, institutional ethics bodies, or other relevant authorities.

4) Handling Process (Appeals)

For appeals of editorial decisions, CSNJ will:

  1. Acknowledge receipt within 7 working days.

  2. Assign an independent handler: The appeal will be reviewed by the Editor-in-Chief and/or an independent editor not involved in the original decision.

  3. Re-evaluate evidence: The journal reviews the appeal letter, reviewer reports, and manuscript files. Additional expert opinion may be sought.

  4. Final decision: CSNJ will communicate the final decision and rationale, typically within 30–60 days.

  5. Outcome options:

    • uphold original decision

    • request additional revision

    • send to additional review

    • reverse decision (rare, with clear justification)

The decision after an appeal review is normally final.

5) Confidentiality and Conflict of Interest

CSNJ treats complaints and appeals confidentially. Individuals handling a complaint/appeal must declare conflicts of interest and recuse themselves when necessary. Information is shared only with parties who need it to resolve the case.

6) Professional Conduct

CSNJ expects respectful communication. Abusive language, harassment, or threats may result in limited engagement or referral to the publisher/institution.

7) Relationship to Corrections & Retractions

If a complaint relates to the integrity of a published article, CSNJ may also apply its Corrections & Retractions policy. In such cases, complainants may be asked for additional evidence to support an investigation.