21.1 Purpose
Rupkatha Books welcomes constructive feedback and is committed to resolving complaints and appeals promptly, fairly, impartially, and confidentially. This policy establishes transparent procedures for addressing concerns relating to the publisher’s editorial and publishing activities. It should be read together with the Publication Ethics Policy, Editorial and Peer Review Policy, Corrections, Versioning and Retractions Policy, Conflict of Interest Policy, and other relevant publisher policies.
21.2 Scope
This policy applies to complaints and appeals relating to:
- editorial decisions;
- peer-review procedures;
- publication ethics;
- authorship disputes;
- plagiarism allegations;
- copyright and permissions;
- conflicts of interest;
- corrections, versioning, and retractions;
- editorial or reviewer conduct;
- publisher conduct;
- accessibility concerns;
- privacy matters;
- website accessibility;
- publication policies; and
- digital publishing practices.
It applies throughout the publication lifecycle.
21.3 Who May Submit a Complaint
Complaints or appeals may be submitted by:
- authors;
- editors;
- reviewers;
- translators;
- contributors;
- readers;
- librarians;
- research institutions;
- funding organisations;
- copyright holders;
- partner organisations; and
- members of the public with a legitimate scholarly interest.
Anonymous complaints may be considered where sufficient supporting evidence is provided, although the scope of investigation may be limited where further clarification cannot reasonably be obtained.
21.4 Good Faith
Complaints should be submitted honestly, respectfully, and in good faith.
Rupkatha Books may decline to investigate complaints that are:
- malicious;
- defamatory;
- abusive;
- frivolous;
- repetitive without new evidence; or
- intended primarily to harass, intimidate, or disrupt the editorial process.
This provision does not prevent the publisher from investigating serious concerns supported by credible evidence.
21.5 Submission of Complaints
Complaints should normally include:
- the complainant’s name and contact information;
- identification of the publication or manuscript concerned;
- a clear description of the issue;
- supporting evidence where available; and
- the outcome or remedy sought.
Complaints should be submitted through the official communication channels published on the Rupkatha Books website.
21.6 Initial Assessment
Upon receipt of a complaint, the Publisher or an appropriately designated editor will conduct a preliminary assessment to determine:
- whether the matter falls within the scope of this policy;
- whether sufficient information has been provided;
- whether urgent action is required; and
- whether the matter should be addressed under another publisher policy.
Additional information may be requested where necessary.
21.7 Investigation
Where a formal investigation is warranted, Rupkatha Books may:
- examine relevant documentation;
- consult editors, reviewers, or contributors;
- seek clarification from authors;
- obtain independent expert advice;
- consider relevant institutional findings; and
- review publication records and metadata where appropriate.
Investigations shall be conducted fairly, impartially, confidentially, and within a reasonable timeframe, while respecting the rights of all parties.
21.8 Appeals Against Editorial Decisions
Authors may appeal editorial decisions where they reasonably believe that:
- a procedural error occurred;
- relevant evidence was overlooked;
- a conflict of interest affected the decision;
- the decision was based upon a demonstrable factual error; or
- there was a material departure from the publisher’s established policies.
Appeals should be based on substantive scholarly or procedural grounds rather than disagreement with academic judgement alone.
21.9 Appeals Procedure
Appeals should normally be submitted in writing within a reasonable period following notification of the editorial decision.
An appeal should include:
- the original editorial decision;
- the grounds for appeal;
- supporting evidence; and
- any additional information relevant to the case.
Where appropriate, the Editorial Board may obtain further independent review before reaching a final decision.
21.10 Editorial Independence
The submission of a complaint or appeal does not automatically result in reconsideration of a manuscript or publication.
Editorial decisions remain independent and continue to be based exclusively upon:
- scholarly merit;
- originality;
- methodological rigour;
- ethical integrity; and
- relevance to the editorial mission of Rupkatha Books.
The appeals process exists to ensure procedural fairness rather than to replace independent academic judgement.
21.11 Outcomes
Following investigation, Rupkatha Books may:
- dismiss the complaint;
- uphold the complaint in whole or in part;
- request revision of a manuscript;
- commission additional peer review;
- publish a correction or clarification;
- amend publication metadata;
- issue an editorial notice;
- revise internal procedures;
- impose other appropriate editorial measures; or
- retract a publication where justified under the publisher’s policies.
Subject to legal, ethical, and confidentiality obligations, the complainant will normally be informed of the outcome.
21.12 Confidentiality
Complaints and appeals are handled confidentially.
Information is shared only with individuals directly involved in resolving the matter or where disclosure is required by law, institutional policy, or the proper administration of the editorial process.
The privacy, professional reputation, and procedural rights of all parties shall be respected throughout the investigation.
21.13 Complaints Concerning Research Misconduct
Allegations involving:
- plagiarism;
- fabrication or falsification of research;
- image or data manipulation;
- authorship disputes;
- copyright infringement;
- unethical research practices;
- undisclosed conflicts of interest; or
- other breaches of publication ethics,
shall be investigated in accordance with the Publication Ethics Policy and other relevant publisher policies.
Where appropriate, relevant institutions, employers, or funding organisations may be consulted.
21.14 Final Decision
The Publisher or Editorial Board shall make the final decision after considering all relevant evidence, applicable policies, and any expert advice obtained during the investigation.
The decision normally concludes the publisher’s internal review process and shall be communicated with appropriate reasons, subject to confidentiality and legal obligations.
Nothing in this policy limits the legal rights of any party under applicable law.
