Complaint Policy

Civil Engineering Science and Technology (CEST) is committed to maintaining a fair, transparent, respectful, and accountable editorial and publication process. The journal welcomes constructive feedback and formal complaints that may contribute to improving the quality, integrity, and professionalism of its editorial services. Complaints are handled confidentially, impartially, and in a timely manner, with due consideration given to all parties involved.

Scope of Complaints

Complaints may relate to any aspect of the journal's editorial or publication activities, including but not limited to:

  • Editorial conduct.
  • Peer review process.
  • Delays in editorial handling.
  • Publication ethics.
  • Alleged conflicts of interest.
  • Alleged research misconduct.
  • Production or publication errors.
  • Author or reviewer conduct.
  • Website content or journal policies.
  • Administrative services provided by the journal.

Complaints should be submitted in good faith and supported by sufficient information to facilitate an appropriate assessment. 

Submission of Complaints

Complaints should be submitted in writing to the Editorial Office. The complaint should include:

  • The complainant's name and contact information.
  • Manuscript title or article title, where applicable.
  • Manuscript ID or DOI, if available.
  • A clear description of the concern.
  • Any supporting evidence or relevant documentation.

Anonymous complaints may be considered when supported by credible evidence; however, the journal may be unable to provide updates or request additional information. 

Complaint Assessment

Upon receipt, the Editorial Office will conduct an initial assessment to determine:

  • Whether the complaint falls within the journal's responsibility.
  • Whether sufficient information has been provided.
  • Whether additional clarification is required.

Where appropriate, the complaint may be referred to the Editor-in-Chief, Handling Editor, Editorial Board, Production Editor, Publisher, or other relevant individuals for further review.

Complaint Resolution

The journal aims to resolve complaints fairly, objectively, and efficiently. Depending on the nature of the complaint, the Editorial Office may:

  • Request additional information.
  • Clarify editorial procedures.
  • Correct administrative or production errors.
  • Conduct an internal editorial review.
  • Initiate an ethical assessment.
  • Implement corrective measures where appropriate.

The journal will make reasonable efforts to keep the complainant informed regarding the progress and outcome of the assessment where appropriate.

Complaints Not Covered by This Policy

This policy does not apply to requests for reconsideration of editorial decisions, including manuscript rejection or requests for additional peer review. Such requests are governed separately under the journal's Appeals Policy. 

Confidentiality

All complaints are handled confidentially. Information relating to a complaint will be shared only with individuals directly involved in the assessment or where disclosure is required by law or necessary to maintain the integrity of the editorial process. The journal respects the privacy of complainants while ensuring that all parties receive fair and impartial consideration.

Good Faith Reporting

CEST encourages complaints submitted in good faith with the intention of improving editorial quality and publication integrity. Complaints that are knowingly false, malicious, abusive, or intended to disrupt the editorial process may be dismissed without further action.

Continuous Improvement

Information derived from complaints may be used by the Editorial Office to improve editorial procedures, publication policies, reviewer management, production quality, and overall journal governance. Where appropriate, corrective actions may be implemented to prevent similar issues from recurring. 

Policy Compliance

By submitting a complaint to CEST, all parties acknowledge that the complaint will be assessed in accordance with this policy and the journal's relevant editorial and ethical policies. The Editorial Office will make every reasonable effort to resolve complaints fairly, consistently, and in accordance with internationally accepted standards of scholarly publishing.