Handling Appeals

Submission of Appeals

Appeals, complaints, proposals, and statements from citizens are accepted in Russian and English by the Correspondence Department of the Founder (National Research Mordovia State University) and the Journal’s Editorial Office.

Methods of Submission:

– In person.

– Via post (including international mail).

– By email.

– By fax.

– Through the electronic form on the Journal’s official website.

Procedure for Handling Appeals

The Journal follows internationally recognized procedures for managing appeals and complaints

– All appeals are registered within three business days.

– Full processing: completed within a reasonable timeframe depending on the complexity of the case.

Appeals will not be considered in the following cases:

– If the appeal fails to state the sender’s full name (surname, first name, patronymic – if applicable) and a valid postal or email address for response.

– If the appeal concerns a court decision (it will be returned to the sender with an explanation of the appropriate legal procedure).

– If the appeal contains profanity, offensive language, or threats to the life, health, or property of a journal staff member or their family.

– If the text of the written appeal is illegible.

– If the appeal raises a question that has already been repeatedly addressed in written responses to prior appeals without presenting new arguments or circumstances.

– If a response cannot be provided without disclosing information classified as a state or other secret protected by federal law.

A response will be sent to the address (postal or email) provided in the appeal.

Confidentiality Requirements:

– Disclosure of information contained in appeals or related to an individual’s private life without consent is prohibited.

– All personal data of applicants are processed in compliance with Russian legislation on personal data protection.

– Data processing practices align with COPE (Committee on Publication Ethics) principles.

Purpose and Objectives

The handling of complaints, appeals, and claims, along with their outcomes, forms an integral part of the overall assessment of satisfaction among the Journal’s readers, authors, and other stakeholders.

Purpose: conflict resolution and enhancement of satisfaction with the quality of the Journal’s services.

Objectives:

– Systematic recording of all consumer appeals.

– Identification and analysis of root causes of dissatisfaction.

– Implementation of measures to resolve conflicts.

– Informing applicants about taken measures.

– Continuous improvement of service quality based on feedback.

Archiving

All received appeals are archived and stored according to the filing system of the scientific journals’ editorial office. Records are maintained to ensure accountability and compliance with professional standards.