GLOBAL COLLEGE OF

COMPUTER APPLICATION

COMPLAINT
MANAGEMENT
SYSTEM
Submitted by:Fareedabanu A Shaikh
Reg No: 1
 INTRODUCTION

A Complaint Management System (CMS) is a software application designed to streamline the

process of receiving, handling, tracking, and resolving customer or user complaints efficiently.
It serves as a vital tool for organizations, institutions, or service providers to ensure that grievances
are addressed systematically, thereby improving customer satisfaction and organizational
accountability.

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 ABOUT US
Benefits
Key Features
Transparency: Every step of the complaint
User-friendly interface for complaint
lifecycle is traceable.
registration.
Efficiency: Reduces time and effort in handling
Dashboard for tracking complaint status.
grievances.
Categorization and prioritization of
Data Management: Stores complaint data securely
complaints.
for future reference.
Notifications and email alerts.
Improved Trust: Ensures complainants that their
Reports and analytics for management.
issues are taken seriously.
Admin panel for monitoring and assigning
Accountability: Helps identify bottlenecks and
tasks.
responsible personnel.

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 Values:

1. Transparency
Ensures all parties can track the status and handling of complaints in real time.
2. Accountability
Assigns clear responsibility to staff or departments for resolving issues.
3. Efficiency
Speeds up complaint resolution by automating tasks and tracking deadlines.
4. Fairness
Provides an unbiased platform for all users to voice concerns equally.
5. User Satisfaction
Enhances trust and confidence in the organization by responding to concerns.
6. Data-Driven Decisions
Uses complaint data and analytics to identify recurring issues and improve services.

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 🎯 Goals of Complaint Management System
Improve Customer Satisfaction ✅ Objectives of Complaint Management System
Ensure customer complaints are resolved quickly and effectively to Register Complaints Easily
enhance satisfaction and loyalty. Allow users to submit complaints through an online platform anytime,
Increase Operational Efficiency anywhere.
Streamline the complaint handling process to reduce time, effort, and Track Complaint Status
costs. Enable users and administrators to monitor the progress and status of each
Enhance Transparency & Accountability complaint.
Track every complaint and its resolution status, making the system more Assign Responsibilities
transparent and reliable. Automatically route complaints to the concerned department or staff.
Identify Recurring Issues Generate Reports
Collect data to detect patterns and prevent future complaints through Provide data and analytics on complaint trends, types, and resolution rates.
proactive action.

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 .
🧾 Existing System
The current or traditional complaint-handling system often 🆕 Proposed System
includes: A digital or automated Complaint Management
System will include:
Feature Description
Manual Process Complaints are lodged via phone calls, in Feature Description
person, or paper forms. Online Complaint Portal Users can lodge
No Central Database Information is scattered and often lost complaints 24/7 via web or mobile.
or duplicated. Centralized Database All data stored in one
Delayed Responses Time-consuming tracking and resolution place for easy access and backup.
of complaints. Automated Tracking Real-time updates and
Lack of Transparency Users can't check complaint status; no automated notifications for status.
proper follow-up. Transparency & Feedback Users can view
Error-Prone Higher chances of miscommunication or human progress and give feedback after resolution.
error. Efficient Assignment Complaints routed to
Poor Record Keeping Difficult to maintain complaint history relevant staff/department automatically.
and generate reports. Data Analytics & Reporting Easy to analyze
trends and generate performance reports. 6
 🖥️ Platforms 🧰 Software Requirements
Requirement Specification
Category Options Operating System Windows, Linux, or macOS
Deployment Web-based, Mobile App, Desktop Web Server Apache, Nginx, or [Link] Server
Users Admin, Staff/Employees, Complainants Database Server MySQL, PostgreSQL, or MongoDB
Browser Chrome, Firefox, Edge (for web access)
Access Internet/Intranet IDE / Editor VS Code, Sublime Text, PhpStorm, etc.
Frameworks / Tools Laravel, Django, [Link], Bootstrap
Optional Tools Git, Docker, Postman, XAMPP (for PHP)

💻 Languages Used 🧱 Hardware Requirements

Component Language / Technology Used
Component Minimum Requirement
Frontend (UI) HTML, CSS, JavaScript, React / Angular April
Backend (Server) PHP, Python (Django/Flask), [Link], Java
Processor Intel i3 or higher / AMD equivalent
RAM 4 GB (minimum), 8 GB (recommended)
Database MySQL, PostgreSQL, MongoDB
Storage 250 GB HDD or 128 GB SSD (minimum)
Mobile App (optional) Flutter, React Native, Java (Android)
Network Internet or LAN connectivity
API (if needed) RESTful APIs using Express, Django RE
Display 1024x768 resolution or higher

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 :

1. User Login / Registration

Users (customer/staff/admin) log in or register.
System checks user credentials and assigns role-based access.
2. Complaint Submission
User submits a complaint through a form with:
Title & description
Category (e.g., Technical, Billing, Maintenance)
Priority level
Optional attachments (e.g., images/documents)
Complaint is saved in the database.
3. Complaint ID Generation
System generates a unique complaint ID for tracking.
Timestamp is recorded.
4. Auto/Manual Assignment
Based on the category, the complaint is:
Automatically assigned to the relevant department/staff
Or manually assigned by the admin
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screenshorts
Arati Rathod

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 ✅ Conclusion of Complaint Management System
The Complaint Management System is an essential tool for organizations to handle user
grievances efficiently and transparently. By digitizing the complaint process, it improves
response times, ensures accountability, and enhances user satisfaction. With features like
real-time tracking, automated assignment, feedback collection, and detailed reporting, the
system not only streamlines the complaint lifecycle but also provides valuable insights for
service improvement.
Ultimately, a well-designed CMS contributes to better organizational performance,
increased trust from users, and a more professional and responsive service environment.

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 THANK YOU
Project 1

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