Complaint and Appeal Policy

The procedure regulates complaints about the policies, procedures, or actions of the staff members of Chitkara University Publications (CUP). We welcome complaints as they are a worthwhile chance to reflect and improve.

All complaints are responded to in a fast, respectful, and constructive way.

Information Required When Making a Complaint

When making a complaint, it is highly recommended to provide the following information so that the complaint can be processed efficiently:

• Journal title
• Volume number
• Issue number
• Paper ID
• Paper title
• Page number(s)
• Detailed description of the concern
• Supporting evidence or documentation
• Contact information of the complainant

Complaints and Appeal Criteria

The concept of a complaint is identified as a statement of discontent made by a person who considers that a process failure or a severe misjudgment has occurred. This goes beyond normal disputes with editorial decisions or published materials and normally involves issues pertaining to unnecessary delays, unsuitable communications, or irregularities in procedures.

In order to be considered, a complaint should:

• Be connected to something that lies within the editorial, publishing, or administrative actions that CUP engaged in.
• Address the integrity of content or processes that CUP undertakes.

CUP accepts and takes into consideration complaints regarding, but not limited to:

• Authorship disputes
• Allegations of plagiarism
• Duplications / Multiple / Duplicate / Simultaneous Submissions / Publications
• Unreported conflicts of interest
• Biases on the part of the reviewer

Policy on Complaints Handling

In case a complaint (that an intellectual property right has been infringed, or the contribution includes a factual inaccuracy, or incorporates unlawful content) is raised against a published contribution, an investigation will be conducted by the Journal and Publisher. This can include solicitation of supporting evidence from the concerned parties.

According to a good-faith evaluation, the Journal will determine the necessity of corrective action, including the potential removal or correction of the material in question. The Journal and the Publisher will officially note all investigations, findings, and decisions.

CUP focuses on the highest levels of quality and accuracy of its journals. Although we strive to avoid mistakes, we acknowledge that sometimes errors may happen.

All complaints are handled in accordance with the following principles:

• All complaints are treated with strict confidentiality.
• Identities of complainants are protected where feasible.
• Information is used solely for investigative purposes.
• CUP ensures impartial evaluation and avoidance of conflicts of interest.

Editorial Complaints

CUP journal Editors and editorial staff follow a policy of handling issues in a fair and efficient manner. Proper corrective actions will be adopted where necessary, such as offering a right of reply. Complaints are analyzed in a constructive, not adversarial, way, focusing on how to transform and enhance systems and processes to reduce the chances of repetition.

How to Submit a Complaint

A complaint on editorial content should be made within the shortest time after publication.
All complaints should be submitted in writing and forwarded via email to: chitkarauniversitypublications@chitkara.edu.in

Types of Complaints Considered

CUP considers complaints including, but not limited to:

• Authorship disputes
• Allegations of plagiarism
• Duplicate, multiple, or simultaneous submissions/publications
• Undisclosed conflicts of interest
• Reviewer or editorial bias
• Ethical concerns regarding research or data integrity
• Intellectual property infringement
• Factual inaccuracies or unlawful content in publications

Commitment to Quality and Continuous Improvement

CUP is committed to maintaining the highest levels of scholarly quality and accuracy. Complaints are viewed as opportunities to strengthen editorial systems, enhance transparency, and prevent recurrence of issues.