1.1 Appeals (complaints, proposals, and statements) in Russian and English are accepted from citizens in the correspondence department of the founder – National Research Mordovia State University and the Journal electronic editorial office.
Citizens can deliver their appeals personally, send by Russian mail, e-mail, fax or electronically via the official website of the Journal.
1.2 The rules for considering appeals of citizens:
– In accordance with the Federal Law of 02.05.2006 № 59-FZ “On the Order of Considering Appeals of Citizens of the Russian Federation”, appeals are registered within three days. Appeals are considered within 30 days from the date of registration.
– Appeals are not considered in the following situations:
1) if the appeal does not contain the surname, first name and patronymic (the last one – if available) of the citizen, who sent it, and the postal address/electronic mail (e-mail) address to which the answer should be sent;
2) in the appeal, there is appealed a court decision (the appeal is returned to the citizen with explanation of the procedure for appealing this court decision);
3) the appeal contains profane terms or insulting expressions, threats to life, health and property of the official, and members of his/her family;
4) if the text of the written appeal cannot be read;
5) if a written or electronic appeal of a citizen contains a question to which he/she has been repeatedly given written answers on the on the subject matter in the question in connection with previous sent appeals, and in the appeal, there are no new arguments or circumstances;
6) if the answer on the on the subject matter in the question put in the appeal cannot be given without disclosure of information constituting state or other secrets protected by the federal law.
The answer to the applicant is sent to the address (electronic or postal) specified in the appeal.
When considering the appeal it is forbidden to disclose the information contained in the appeal, and information concerning the citizen private life without his/her consent. Information on the personal data of applicants is stored and processed in compliance with the requirements of the Russian legislation on personal data.
1.3 Considering complaints, appeals, claims and the results of the decisions made become an essential part of the overall (integral) evaluation of the satisfaction of consumers and other parties interested in the activities of the Journal.
The purpose of considering appeals is to eliminate conflicts and increase customer satisfaction with the quality of services provided.
Main tasks:
– recording consumer appeals;
– identifying and analyzing the reasons leading to customer dissatisfaction with the quality of services;
– carrying out necessary measures to eliminate the conflict and reasons of consumer dissatisfaction with the services provided;
– informing consumers about the measures taken.
1.4 The received appeals are stored according to the nomenclature of affairs of the editorial office of scientific journals.
