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
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
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
>All complaints are treated in line with laid down statutory and
>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 firstname.lastname@example.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
>Copies of any documentation which supports your complaint.
Assistant with making
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: email@example.com. 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
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
The complainant has the right to:
>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
>Make further complaint or escalate to the following internal or
external parties should they consider that their complaints are
not being adequately handled