Complaints Procedure

1. Purpose

This procedure outlines the process for handling complaints about reviews submitted to AuthentiSci. It ensures that complaints are addressed in a fair, transparent, and timely manner.

2. Who Can Complain

Any individual or organisation who believes that a review published on AuthentiSci does not comply with the Contribution Policy may submit a complaint. Complaints may relate to the accuracy of the review, whether the opinions expressed are genuinely held, or if the review is perceived to be deceptive or misleading.

3. How to Submit a Complaint

Complaints should be submitted via email to hello@authentisci.com. The complaint should include the following information:

• A link to the review in question.
• The name or ORCID identification of the author of the review.
• A detailed description of the nature of the complaint.
• Any supporting evidence or documentation that can help in the investigation.

4. Acknowledgement of Complaint

Upon receipt of the complaint, AuthentiSci will acknowledge the submission within ten (10) business days, providing the complainant with a timeline for the review of the issue.

5. Temporary Removal of Review

Once a complaint is received, the review in question will be temporarily removed from the platform while the complaint is investigated. This ensures that potentially misleading or inaccurate information is removed from public view while the complaint is being assessed.

6. Investigation Process

The Board will conduct a thorough investigation into the complaint, which will include:

• Assessing the review and its compliance with the AuthentiSci Contribution Policy.
• Considering any supporting evidence provided by both the complainant and the author of the review.
• Seeking advice from external experts or resources if necessary to ensure an impartial and well-informed decision.
• Assessing whether the content meets the requirements of accuracy, genuinely held opinion, and non-deceptiveness outlined in the Contribution Policy.

7. Possible Outcomes

Following the investigation, the Board may take one or more of the following actions:

• Reinstatement: If the review is found to comply with the Contribution Policy, it will be reinstated without changes.
• Correction: If the review is found to be partially in violation of the policy, a formal response or clarification from the original author may be published alongside or as an amendment of the review.
• Removal: If the review is found to be in violation of the policy, it will be permanently removed from the platform.

8. Communication of Outcome

The outcome of the investigation will be communicated to both the complainant and the review author. This will include details of the decision made by the Board and the actions taken. The parties will be informed within thirty (30) business days of the complaint being received, or notified if additional time is required.

9. Appeals Process

If either party is dissatisfied with the outcome, they may submit an appeal within ten (10) business days of the decision being communicated. Appeals should be directed to the same email address used to submit the initial complaint. If possible, the appeal will be reviewed by an independent member of the Board not involved in the initial decision.