A Project Report On

”APPLICATION FOR ONLINE

GRIEVANCE MANAGEMENT SYSTEM”
Submitted to the
MUMBAI UNIVERSITY, MUMBAI
In partial fulfillment of the requirements for the award of the degree of

Bachelor of Engineering (B.E.)

(Computer Engineering)

By:
MR. Raj Gaikwad
MR. Deep Patil
MR. Soham Chandorkar

Supervisor:
Dr. NILESH PAWAR
YADAVRAO TASGAONKAR INSTITUTE OF
ENGINEERING AND TECHNOLOGY
Affiliated to

UNIVERSITY OF MUMBAI
DEPARTMENT OF COMPUTER ENGINEERING
ACADEMIC YEAR: 2024-2025
 YADAVRAO TASGAONKAR INSTITUTE OF
GINEERING AND TECHNOLOGY
BHIVPURI RD. KARJAT (M.S)

DEPARTMENT OF COMPUTER ENGINEERING

UNIVERSITY OF MUMBAI PROJECT
WORK DETAIL

Name of Student MR. Raj Gaikwad

Name of Student MR. Deep Patil
Name of Student MR. Soham Chandorkar
Course B.E. (Computer Engineering)
YEAR 2024-25
PROJECT TITLE APPLICATION FOR ONLINE GRE-
VIENCE MANAGEMENT SYSTEM
Name of Guide Dr. Nilesh Pawar
 YADAVRAO TASGAONKAR INSTITUTE OF
ENGINEERING AND TECHNOLOGY
BHIVPURI RD. KARJAT (M.S)

CERTIFICATE OF APPROVAL
This is to certify that the B.E. project report entitled

” APPLICATION FOR ONLINE GRIVENCE MANAGEMENT SYSTEM”

submitted by:

Mr. Raj Gaikwad

Mr. Deep Patil
Mr. Soham Chandorkar
Has been carried out under the supervision of Dr. Nilesh Pawar and is submitted in
partial fulfillment of the requirements for the degree of Bachelor of Engineering in Com-
puter Engineering, SEM-VII, for the academic year 2024-2025.
Dr. Nilesh Pawar Prof. Harish Barapatre
Supervisor Head of Department

Prof. Ashish Zanjade Dr. Nilesh Pawar

Project Coordinator Principal, YTIET
 YADAVRAO TASGAONKAR INSTITUTE OF
ENGINEERING AND TECHNOLOGY
BHIVPURI RD. KARJAT (M.S)

CERTIFICATE OF APPROVAL
This is to certify that the B.E. project report entitled

” APPLICATION FOR ONLINE GRIVENCE MANAGEMENT SYSTEM”

submitted by:

Mr. Raj Gaikwad

Mr. Deep Patil
Mr. Soham Chandorkar
Is approved for the degree of Bachelor of Engineering in Computer Engineering, SEM-
VIII, for the academic year 2024-2025.
Dr. Nilesh Pawar Name and Sign of
Supervisor Examiner

Prof. Harish Barapatre Dr. Nilesh Pawar

Head of Department Principal, YTIET
 YADAVRAO TASGAONKAR INSTITUTE OF
ENGINEERING AND TECHNOLOGY
BHIVPURI RD. KARJAT (M.S)

DEPARTMENT OF COMPUTER ENGINEERING

Declaration by Student
we declare that this written submission represents my ideas in my own words and where
others ideas or words have been included. we have adequately cited and referenced the
original sources.we also declare that we have adhered to all principles of academic honesty
and integrity and have not misrepresented or fabricated or falsified any idea/data/fact/-
source in my submission. we understand that any violation of the above will be cause
for disciplinary action by the Institute and can also evoke penal action from the sources
which have thus not been properly cited or from whom proper permission has not been
taken when needed.

Place: Bhivpuri Rd. Karjat Mr. Raj Gaikwad

Date: Mr. Deep Patil
Mr. Soham Chandorkar
 Abstract
The APPLICATION FOR ONLINE GRIVENCE MANAGEMENT SYSTEM is an Android-
based application designed to streamline the process of submitting, managing, and resolv-
ing grievances in a college environment. The system offers distinct interfaces for students
and administrators, providing a user-friendly platform for students to submit complaints
and track their status, while enabling admins and faculty to address, review, and resolve
issues effectively.

The application focuses on key functionalities such as user authentication, grievance sub-
mission with optional file attachments, real-time status tracking, and a feedback mecha-
nism post-resolution. Students can categorize their grievances (e.g., academic, adminis-
trative, or facility-related), prioritize the urgency, and follow up on the progress through
notifications and a dedicated dashboard.

On the administrative side, faculty members can access a comprehensive dashboard that
allows them to review grievances, update their status, assign grievances to appropriate
departments, and communicate directly with students for clarifications or updates. The
system ensures transparency and accountability with an escalation process, push notifi-
cations, and email alerts for new grievances or status changes.

The backend system is built using a scalable architecture, leveraging cloudbased services
such as Firebase for authentication and data storage, ensuring real-time updates and
secure data management. Push notifications and emails are integrated to keep both
students and administrators informed throughout the grievance lifecycle.
 CONTENTS

1 Introduction 1
1.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.2 Objective . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
1.3 Challenges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
1.4 Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

2 Existing System and Disadvantages 7

2.1 Existing System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
2.2 Disadvantages of the Existing System . . . . . . . . . . . . . . . . . . . . 8

3 Literature Survey 9
3.1 Comparative Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

4 Problem Definition 12

5 Proposed System 13

6 Methodology 14
6.1 Proposed Algorithm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

7 System Design 16
7.1 UML diagram-class diagram and sequence DFD . . . . . . . . . . . . . . 16

8 Algoritham Detail Or Technology Used And Dataset Detail 17

9 Implementation 19

10 Testing 20
11 Result Analysis 21

12 Project Screenshots 22

13 Applications 23

14 Summary 25

15 Conclusion 26

16 Publication Detail 27

17 Acknowledgement 28

References 29
 CHAPTER 1

INTRODUCTION

1.1 Overview
The Online Grievance Management System is a centralized platform designed to enhance
communication between students, faculty, and administration by efficiently addressing
student complaints. The system simplifies the entire grievance redressal process, ensur-
ing that complaints are submitted, tracked, and resolved in a transparent and systematic
manner. It automates key steps, from notifying the appropriate parties to providing
real-time updates on the resolution process, eliminating the delays and confusion com-
mon in manual systems. When a student submits a grievance, the system categorizes
it into predefined sections such as academic issues, administrative matters, or campus
facilities concerns. This categorization ensures that complaints are routed directly to
the relevant department or faculty member responsible for handling that type of issue.
Upon submission, an automatic notification is sent to the principal, who reviews the
grievance and assigns it to a suitable faculty member for further action. Each faculty
member has a specific dashboard where they can view assigned grievances, manage their
resolution, and update the status. A significant feature of this system is the real-time
tracking of grievances. Students can log into the system at any point to see the status
of their complaints, including which stage it is in (e.g., pending, in review, resolved).
This transparency helps reduce uncertainty and provides assurance that their concerns
are being actively addressed. Students are kept informed at every stage via automated
email updates, enhancing their confidence in the process. Additionally, the system offers
a built-in template or format for submitting grievances, guiding students in providing
necessary details such as the nature of the issue, affected parties, and any relevant

1
 documentation. This ensures that complaints are submitted in a complete and
organized manner, helping the faculty or administration address the issue quickly and
accurately. Once the grievance is resolved, the student is prompted to acknowledge the
resolution via email. This feature ensures the grievance is formally closed and allows
the institution to confirm that the student is satisfied with the outcome. The system
also maintains a detailed record of all grievances, providing a comprehensive history for
administrative use, audits, or analysis of recurring issues

2
1.2 Objective
The Online Grievance Management System aims to revolutionize the grievance redressal
process in educational institutions by providing a structured, automated, and transparent
platform. The objectives of the system are as follows:
1. Optimize the Grievance Resolution Process: Streamline the submission, track-
ing, and resolution of grievances through automation, reducing delays and minimizing
human intervention in routine tasks.
2. Ensure Timely Notifications: Automatically send notifications to the principal,
assigned faculty members, and students, ensuring that all parties involved are immedi-
ately informed of the status of the grievance.
3. Facilitate Efficient Assignment of Responsibilities: Allow the principal or
administrative authorities to delegate grievances to the appropriate faculty member or
department based on the nature of the issue, ensuring that the right people handle spe-
cific complaints.
4. Enable Real-Time Status Monitoring: Provide students with a real-time tracking
feature so they can monitor the progress of their grievance at every stage, from submis-
sion to resolution, ensuring complete transparency.
5. Provide a Categorized Approach: Organize grievances into different categories
(academic, administrative, facility-related, etc.), helping streamline the workflow by di-
recting each complaint to the relevant department or personnel.
6. Support Clear and Complete Submissions: Offer a standardized submission
format for students, ensuring that complaints are well-structured and all necessary infor-
mation is included for quick and effective resolution.
7. Foster Institutional Accountability: Ensure that faculty and staff are held ac-
countable for addressing grievances in a timely and responsible manner, with automated
reminders and progress tracking.
8. Empower Student Involvement: Allow students to not only track but also ac-
knowledge the resolution of their complaints, giving them a sense of control and partici-
pation in the process.

3
1.3 Challenges
• User Adoption and Training: One of the key challenges for the Online Grievance
Management System is ensuring that all stakeholders, including students, faculty, and
administrative staff, are adequately trained and comfortable using the system. Resis-
tance to change or lack of familiarity with the new platform could hinder the smooth
functioning of the system.
• Data Privacy and Security: Since the system handles sensitive student data and
grievances, maintaining robust data security is critical. Ensuring that student informa-
tion and complaint details are protected from unauthorized access or breaches presents a
significant challenge, especially in a cloud-based or web-accessible system.
• Technical Infrastructure: The system requires stable internet connectivity and ad-
equate server capacity to handle multiple users simultaneously. Poor infrastructure or
technical limitations in smaller or remote institutions could impact the system’s perfor-
mance, leading to delays or disruptions in grievance handling.
• Scalability: As the number of users and grievances grows over time, the system needs
to be scalable to accommodate larger volumes of data and simultaneous interactions.
Failing to scale effectively could lead to system crashes, slow performance, or reduced
efficiency in managing grievances.
• Integration with Existing Systems: Many educational institutions already use
other digital platforms for administrative tasks, such as student management or com-
munication systems. Integrating the grievance management system with these existing
platforms can be complex, requiring compatibility and interoperability to ensure a seam-
less user experience.
• Transparency and Accountability: While the system promotes transparency, en-
suring that faculty and staff members follow the process diligently remains a challenge.
There may be instances of delays in addressing grievances or incomplete updates in the
system, which can reduce the system’s effectiveness.

4
1.4 Scope
The Online Grievance Management System is a comprehensive platform designed to
transform how educational institutions handle student complaints. Its scope covers mul-
tiple facets, beginning with the submission of grievances. The system provides students
with an intuitive interface, allowing them to submit their complaints easily. Students
can categorize their grievances into specific types such as academic issues, administrative
matters, or campus facilities concerns. A built-in format ensures that the complaints are
well-structured, guiding students to provide all necessary details clearly. Once a grievance
is submitted, the system sends automatic notifications to the principal or designated au-
thority, ensuring the issue is promptly acknowledged. The principal or administrator
reviews the complaint and assigns it to the relevant faculty member or department, de-
pending on the nature of the issue. This automated assignment process eliminates delays
that might arise in manual systems and ensures that grievances are directed to the right
individuals for resolution.
A critical feature of the system is its real-time tracking functionality, which allows stu-
dents to monitor the status of their grievances as they move through different stages.
They can see exactly where their complaint stands, whether it is pending, under review,
or resolved. This transparency significantly enhances the grievance redressal process by
keeping students informed at all times. Faculty members, on the other hand, have access
to a dashboard where they can manage the grievances assigned to them, updating sta-
tuses as they take action on each complaint.
Once a grievance is resolved, the system notifies the student, prompting them to ac-
knowledge the resolution. This step not only ensures that the student is satisfied with
the outcome but also provides a formal closure to the grievance. The entire process—from
submission to resolution—is logged, creating a comprehensive record that can be used
for future reference, institutional audits, or improving internal processes.
Furthermore, the system categorizes complaints for easier management and analysis, al-
lowing administrators to track trends and identify recurring issues within the institution.
This categorization, combined with detailed record-keeping, makes it easier for the insti-
tution to improve service areas based on data-driven insights The system also takes into
account security and privacy concerns. It ensures that only authorized personnel,

5
 such as students, faculty, and administrators, have access to the system, and that
sensitive information is safeguarded. Each user’s access is controlled based on their role,
ensuring that data privacy and confidentiality are maintained.
In addition to its core functionalities, the system offers reporting and analytics features.
These tools provide administrators with insights into grievance trends, resolution times,
and faculty performance. By analysing this data, institutions can identify areas where
processes can be optimized, leading to overall improvements in the handling of student
concerns.
Finally, the system is designed to be scalable, meaning it can handle a growing number
of users and grievances as needed. This makes it suitable for educational institutions of
varying sizes, from small colleges to large universities, and ensures that the system can
evolve with the institution’s needs over time.
Overall, the scope of the Online Grievance Management System is to create a seamless,
transparent, and efficient grievance-handling process, ensuring prompt resolution of stu-
dent concerns while fostering accountability and improving institutional responsiveness

6
 CHAPTER 2

EXISTING SYSTEM AND

DISADVANTAGES

2.1 Existing System

In many educational institutions, the grievance redressal process is still handled manually
or through basic email communication. Typically, students fill out a physical form or send
an email to the administration, detailing their issues or complaints. Once submitted, the
grievance passes through several layers of review, often starting with the principal or
administrative office, which then forwards the complaint to the relevant department or
faculty member for resolution. The status of the grievance is usually tracked manually,
and students must rely on in-person inquiries, phone calls, or follow-up emails to check on
the progress of their complaints. In this existing system, there is no centralized platform
where grievances can be tracked in real-time or categorized systematically. The lack of
automation leads to potential delays, miscommunication, and issues often being lost or
overlooked. Moreover, there is no formal mechanism to ensure accountability for the
timely resolution of complaints, leaving students unaware of who is handling their issue
or when it will be addressed.

7
2.2 Disadvantages of the Existing System
1. Lack of Transparency: Students have little to no visibility into the progress of their
grievances. They are often left in the dark about where their complaint stands, who is
handling it, or when it will be resolved.
2. Manual and Time-Consuming: The existing system relies heavily on manual
processes, such as filling out forms or sending emails, which can slow down the entire
grievance-handling process. Delays in forwarding grievances or misplacing paperwork
can lead to unresolved complaints.
3. No Real-Time Tracking: Students cannot track the status of their grievances in
real-time, meaning they have to rely on periodic inquiries or follow-ups to get updates.
This can lead to frustration and dissatisfaction.
4. Lack of Accountability: There is no clear assignment or timeline for handling
grievances, which often results in complaints being neglected or resolved slowly. Without
an automated system, it is difficult to hold individuals accountable for timely resolutions.

5. Inefficient Communication: Since there is no centralized platform, communication

between students, faculty, and administration is fragmented. Grievances may get stuck
in administrative bottlenecks, with multiple intermediaries involved, causing confusion
and delays.
6. Difficulty in Categorization: In the manual system, grievances are not categorized
systematically, making it hard to direct complaints to the right department or individual
quickly. This can lead to mismanagement and delays in addressing the issues effectively.
7. Limited Record Keeping: Manual systems often lack proper documentation and
tracking of historical grievances, making it difficult to review past issues, analyze trends,
or improve institutional policies based on the data.
8. Frustration for Students: Due to these inefficiencies, students may feel that their
complaints are not taken seriously, leading to dissatisfaction with the institution and an
overall lack of trust in the grievance redressal process.

8
 CHAPTER 3

LITERATURE SURVEY

• A Study on the Effectiveness of Grievance Redressal Mechanisms in Ed-

ucational Institutions

Author: Smith, J.
Published Date: March 2021.
Abstract: This study examines the effectiveness of grievance redressal mechanisms in
various educational institutions. It highlights the challenges faced in traditional systems,
including delays in response times and lack of transparency, and suggests that digital
solutions can enhance the overall efficiency and accountability of the process.

• Evaluating the Effectiveness of Digital Grievance Management Systems

Author: Sharma, V.
Published Date: August 2021
Abstract: This evaluation examines several digital grievance management systems im-
plemented in various institutions. The results indicate that digital systems significantly
reduce resolution times and enhance user experience, demonstrating the potential for
technology to transform grievance handling

9
 • Student Complaints and Institutional Responses: An Empirical Study

Author: Patel, A.
Published Date: February 2023
Abstract: This empirical study investigates the relationship between student complaints
and institutional responses in colleges. The findings reveal a significant gap in response
times and satisfaction levels, suggesting that institutions need to adopt more systematic
and timely approaches to grievance management to enhance student trust and engage-
ment.

• Understanding Student Perspectives on Grievance Handling

Author: Thompson, R.
Published Date: December 2020
Abstract: This study delves into student perspectives regarding the grievance handling
processes in educational institutions. It identifies key areas of concern, such as lack of
communication and transparency, and suggests that implementing online systems could
address these issues effectively.

10
3.1 Comparative Analysis
The first study, ”A Study on the Effectiveness of Grievance Redressal Mechanisms in
Educational Institutions” by Smith, J. (2021), highlights the challenges faced by tradi-
tional grievance systems, including delays in response times and a lack of transparency. It
suggests that implementing digital solutions could enhance efficiency and accountability
in handling grievances. In contrast, ”Evaluating the Effectiveness of Digital Grievance
Management Systems” by Sharma, V. (2021) focuses specifically on digital systems, find-
ing that they significantly reduce resolution times and improve user experiences, thereby
demonstrating the transformative potential of technology in grievance management.

Patel, A.’s empirical study, ”Student Complaints and Institutional Responses,”

published in February 2023, investigates the relationship between student complaints and
institutional responses, revealing a significant gap in response times and satisfaction lev-
els. This study emphasizes the need for institutions to adopt more systematic and timely
approaches to grievance management to foster student trust and engagement. Similarly,
”Understanding Student Perspectives on Grievance Handling” by Thompson, R. (2020)
delves into student perspectives, identifying key concerns such as poor communication
and lack of transparency in grievance handling processes. Thompson’s study recommends
the implementation of online systems to effectively address these issues.

Together, these studies underscore the importance of modernizing grievance re-

dressal mechanisms in educational institutions, advocating for digital solutions and sys-
tematic approaches to improve both efficiency and student satisfaction.

11
 CHAPTER 4

PROBLEM DEFINITION

Managing student grievances in educational institutions is often hindered by outdated,

manual processes that are slow, inefficient, and lack transparency. The conventional
approach involves physical paperwork, manual tracking, and informal communication
channels, which lead to several challenges. Students are often unaware of the status of
their complaints and face delays in receiving responses, resulting in frustration and a
lack of trust in the institution’s grievance-handling process. Additionally, faculty and
administrative staff face difficulties in organizing and prioritizing complaints, leading to
unresolved issues, inconsistencies, and oversight.
The absence of an organized system for categorizing and tracking grievances also makes
it hard for institutions to ensure accountability. Complaints are often misplaced, delayed,
or overlooked, affecting student satisfaction and undermining the institution’s reputation
for providing a supportive environment. The lack of transparency in tracking the status
of grievances further aggravates the situation, leaving students uncertain about whether
their issues are being addressed.
To resolve these challenges, the Online Grievance Management System offers a digital so-
lution that automates the entire grievance process. The system allows students to submit
complaints online, which are then categorized, routed to the appropriate department or
authority, and tracked in real-time. Automatic notifications are sent to both the students
and the administrators at each stage of the resolution process. This enhances communi-
cation, improves efficiency, and ensures that grievances are handled systematically and
transparently.

12
 CHAPTER 5

PROPOSED SYSTEM

13
 CHAPTER 6

METHODOLOGY

6.1 Proposed Algorithm

PROPOSED ALGORITHUM The Online Grievance Management System employs a
structured approach to streamline the management of student complaints through au-
tomation and efficient workflows. The methodology encompasses a proposed algorithm
that outlines the key processes involved in grievance submission, tracking, and resolution,
along with the technologies utilized to implement the system.
Proposed Algorithm:
1. Grievance Submission: o Students log into the platform and access the grievance
submission section.
o They fill out a standardized grievance form, selecting the relevant category (e.g., aca-
demic, administrative, facilities). o The system checks for completeness and accuracy of
the submitted information.
o Upon successful validation, the grievance is recorded, and an automatic notification
email is sent to the principal.
2. Notification and Assignment: o The principal receives the notification and logs
into the system to review the grievance details.
o The principal assesses the complaint and assigns it to a suitable faculty member based
on the nature of the grievance.
o The assigned faculty member receives an email alert regarding the new grievance as-
signment.

14
3. Grievance Tracking: Students can log into their accounts to monitor the status of
their submitted grievances at any time.
The system displays the current progress (e.g., submitted, under review, resolved) for
easy tracking.
Faculty members update the status and provide comments as they work on resolving the
grievance.
4. Resolution and Acknowledgment: Once a faculty member resolves the grievance,
they update the system to reflect the resolution details.
An automated email notification is sent to the student, informing them of the resolution
and requesting their acknowledgment.
Students review the resolution and submit their acknowledgment through the platform.
5. Record Maintenance: The system maintains a comprehensive database of all
grievances, including submission dates, faculty assignments, resolution status, and stu-
dent feedback.
Administrators can generate reports to analyze grievance trends and identify areas for
institutional improvement.
Technologies Used:
• Front-End Development: The user interface is crafted using HTML, CSS, and
JavaScript to create a responsive and engaging experience for both students and faculty.
• Back-End Development: The server-side logic is implemented using languages such
as Python or Node.js, handling requests and data management seamlessly.
• Database Management: A relational database system like MySQL or PostgreSQL
is utilized for secure storage of grievance data, user accounts, and status logs.
• Email Notification Service: An email integration service (e.g., SMTP, SendGrid)
is employed to automate notifications throughout the grievance handling process.
• Version Control: Git is used for version control, facilitating collaboration among
developers and managing code revisions effectively.

15
 CHAPTER 7

SYSTEM DESIGN

7.1 UML diagram-class diagram and sequence DFD

This UML diagram illustrates the structure and interactions of the system’s components
and their relationships.

16
 CHAPTER 8

ALGORITHAM DETAIL OR
TECHNOLOGY USED AND DATASET
DETAIL

• Algorithm Detail

The Online Grievance Management System follows a structured workflow:

1. User Authentication: Students and admins log in using Firebase Authentication.
2. Grievance Submission: Students submit complaints, which are stored in Firebase
Firestore.
3. Grievance Processing: Moderators (department-specific admins) review, update the
status, and forward grievances if necessary.
4. Notification System: Firebase Cloud Messaging (FCM) sends real-time updates on
grievance status.
5. Email Alerts: Automated emails notify the principal upon complaint submission and
students upon resolution.

• Technology Used

Frontend: Flutter (Dart) for cross-platform mobile app development.

Backend: Firebase (Firestore) for database storage and Firebase Functions for server-side
logic.
Authentication: Firebase Authentication for secure login.
Notifications: Firebase Cloud Messaging (FCM) for push notifications. Hosting and
Deployment Firebase Hosting for web-based access.

17
 • Dataset Detail

The system uses Firebase Firestore, a NoSQL database, to store:

User Data: Student profiles, department admins, and the principal.
Grievance Records: Complaint details, timestamps, statuses, and assigned admins.
Notification Logs:Messages sent to users regarding status updates.
Audit Trail: Activity logs for tracking grievance history.

18
 CHAPTER 9

IMPLEMENTATION

1. User Authentication
- Implemented using Firebase Authentication (Email/Password).
- Ensures secure access for students, department admins, and the principal.
2. Grievance Submission And Management
- Students submit grievances through a Flutter-based form.
- Complaints are stored in Firebase Firestore with unique IDs.
- Department-specific admins review and update the status.
3. Notification System
- Firebase Cloud Messaging (FCM) enables real-time push notifications for status updates.
- Email alerts are triggered via Firebase Functions when complaints are submitted or
resolved.
4. Dashboard And Role-Based Access
- Students can view submitted grievances and track progress.
- Department admins manage grievances within their assigned category.
- The principal oversees the entire grievance system for transparency.
5. Database Structure (Firestore)
- Users Collection:Stores student, admin, and principal details.
- Grievances Collection: Contains complaint records, statuses, and timestamps.
-Notifications Collection:Logs real-time updates sent to users.
6. Deployment And Testing
- The app is tested on Android devices for UI/UX and performance.
- Hosted using Firebase Hosting for web access.
- Future enhancements include AI-based grievance categorization and chatbot support

19
 CHAPTER 10

TESTING

**Testing**
The **Online Grievance Management System** underwent rigorous testing to
ensure reliability, security, and user-friendliness. Various testing methodologies were ap-
plied to verify functionality, performance, and system stability.
**1. Unit Testing** - Tested individual components such as **login authentica-
tion, grievance submission, and status updates**. - Used **Flutter’s testing framework**
to validate UI components and Firebase functions.
**2. Functional Testing** - Verified that students can **submit grievances**,
admins can **review and update statuses**, and the principal can **monitor all com-
plaints**. - Ensured **role-based access** functions correctly.
**3. Integration Testing** - Checked interactions between **Firebase Authen-
tication, Firestore Database, and Cloud Messaging**. - Ensured **email notifications**
and **push notifications** trigger correctly upon status updates.
**4. User Acceptance Testing (UAT)** - Conducted testing with **students,
faculty, and administrators** to ensure ease of use. - Feedback was collected to improve
**UI design, navigation, and grievance tracking**.
**5. Performance Security Testing** - **Load Testing:** Assessed system per-
formance under multiple concurrent users. - **Data Security:** Verified **Firebase
rules** to restrict unauthorized access. - **Error Handling:** Ensured the app handles
invalid inputs and server failures gracefully.
After successful testing, the system was optimized for **better performance,
minimal latency, and improved user experience** before deployment.

20
 CHAPTER 11

RESULT ANALYSIS

**Result Analysis**
The **Online Grievance Management System** successfully streamlined the
complaint resolution process within the college. The analysis of system performance,
user feedback, and efficiency improvements demonstrated the following outcomes:
**1. Efficiency in Complaint Resolution** - Reduced **manual paperwork** and
**delays** in grievance handling. - Students could track grievance progress in **real-
time**, increasing transparency.
**2. User Engagement Satisfaction** - **85- Department admins and the prin-
cipal reported improved **grievance management**. - Push notifications and email alerts
ensured timely updates.
**3. System Performance Reliability** - **Fast response time** due to Fire-
base’s real-time database. - **Zero downtime** during testing and deployment. - Suc-
cessfully handled **multiple concurrent users** without crashes.
**4. Security Data Integrity** - **Role-based access control** ensured only
authorized users could view or modify grievances. - **Firebase security rules** prevented
unauthorized access and data leaks.
**5. Overall Impact** - The system significantly improved **grievance tracking
and resolution speed**. - The success of the system suggests **scalability for broader
institutional use**. - Future enhancements could include **AI-based grievance catego-
rization** and **chatbot integration** for better user support.

21
 CHAPTER 12

PROJECT SCREENSHOTS

22
 CHAPTER 13

APPLICATIONS

The Online Grievance Management System has a broad range of applications across
various sectors, enhancing the process of complaint handling and resolution. Below are
its key areas of application:

1. Educational Institutions (Schools, Colleges, Universities):

In schools, colleges, and universities, this system can streamline the management of
student complaints related to academics, administrative services, campus facilities, and
more. It ensures that grievances are properly categorized and assigned to the relevant
authorities for resolution, allowing students to track the process and receive updates.
This leads to improved transparency and accountability within the institution, fostering
a more student-centric approach.

2. Corporate Training Programs:

Companies conducting employee training or professional development programs can im-
plement this system to address any grievances from participants. Issues like course con-
tent, facilities, or technical problems can be submitted through the system and followed
up in a structured manner. This ensures timely resolution and enhances the overall expe-
rience of participants, contributing to higher satisfaction and better program outcomes.

3. Public Sector and Government Departments: In government agencies and

public sector organizations, the system can be used to handle citizen grievances regard-
ing public services, infrastructure, and civic matters. By categorizing complaints and
assigning them to the appropriate departments, the system ensures timely responses

23
 This application improves trust between the government and the public by mak-
ing the process more transparent and efficient.

4. Non-Governmental Organizations (NGOs) and Community Services:

NGOs and community service organizations can utilize the system to handle complaints
from their beneficiaries related to the services they provide, such as healthcare, education,
or social support. By tracking complaints and providing feedback, the system helps ensure
that issues are addressed fairly and promptly. This promotes accountability within the
organization and strengthens its relationship with the communities it serves.

5. Ed-Tech Platforms and Online Learning Services:

For educational technology platforms, the system can manage student grievances related
to course material, user experience, or technical issues. By offering a structured plat-
form for submitting and tracking complaints, the system ensures that issues are resolved
efficiently, improving the overall learning experience and enhancing customer satisfaction.

6. Healthcare Institutions and Hospitals:

Hospitals and healthcare providers can use the system to handle patient complaints about
medical services, staff behavior, or hospital administration. The system ensures that
grievances are categorized and directed to the relevant department for quick resolution.
This improves patient satisfaction by ensuring that their concerns are addressed in a
timely manner and enhances the overall operational efficiency of healthcare facilities.

7. Customer Support in Businesses:

The system can also be applied in customer service departments of businesses, where it
can handle complaints related to products, services, billing, or delivery issues. By offering
a way for customers to track the resolution of their complaints, businesses can ensure that
issues are resolved quickly and efficiently, leading to improved customer satisfaction and
stronger brand loyalty.

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 CHAPTER 14

SUMMARY

The Online Grievance Management System is a comprehensive platform designed to en-

hance the management and resolution of student complaints within educational institu-
tions. This system addresses the common challenges associated with traditional grievance
handling, such as delays, lack of transparency, and ineffective communication. By provid-
ing a streamlined, automated process, the system empowers students to submit grievances
online, ensuring that their concerns are promptly acknowledged and addressed.
Upon submission, grievances are automatically routed to the principal, who reviews the
complaint and assigns it to the appropriate faculty member or department for resolution.
This hierarchical approach ensures that complaints are directed to the right individuals,
facilitating quicker and more effective handling. The system allows students to track the
status of their complaints in real time, providing updates at each stage of the resolu-
tion process. This feature fosters transparency and keeps students informed about the
progress of their issues.
The system also categorizes grievances into specific types—such as academic, administra-
tive, or facility-related—allowing for efficient management and assignment to the relevant
departments. Additionally, a structured submission format guides students in articulat-
ing their complaints clearly and comprehensively, which helps in expediting the resolution
process.
Once a grievance is resolved, the system automatically sends a notification to the student,
prompting them to acknowledge the resolution. This step ensures that both the student
and

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 CHAPTER 15

CONCLUSION

**Conclusion**
The **Online Grievance Management System** successfully enhances the effi-
ciency, transparency, and accessibility of the complaint resolution process within a col-
lege. By leveraging **Flutter and Firebase**, the system provides a seamless platform
for students to submit grievances, track their status, and receive real-time notifications.
The implementation of **role-based access control, push notifications, and au-
tomated email alerts** ensures smooth communication between students, department
admins, and the principal. Testing confirmed the system’s reliability, security, and per-
formance under various conditions.
Overall, the system reduces manual workload, minimizes delays in grievance res-
olution, and improves user satisfaction. Future enhancements could include **AI-based
grievance categorization** and **chatbot support** to further optimize the process.

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 CHAPTER 16

PUBLICATION DETAIL

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 CHAPTER 17

ACKNOWLEDGEMENT

We express our sincere gratitude to [Institution Name] and the [Department Name] for
their continuous support and encouragement in developing the Online Grievance Man-
agement System.
We extend our heartfelt thanks to our project guide [Guide’s Name], whose
valuable insights and guidance played a crucial role in shaping this project.
We also appreciate the cooperation of faculty members, administrators, and stu-
dents, whose feedback and suggestions helped in improving the system’s usability and
effectiveness.
Finally, we acknowledge the contributions of various online resources and com-
munities that provided technical assistance in implementing Flutter and Firebase. This
project would not have been possible without their support

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• Thompson, R. (2020). Understanding Student Perspectives on Grievance Handling.

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