Complaint Management System

Complaint Management System

Introduction

Handling complaints effectively is essential for maintaining trust, improving services, and ensuring smooth operations in any organization. However, manual complaint management often results in lost tickets, delayed responses, and lack of transparency. To overcome these challenges, we present a dynamic Complaint Management System, a web-based application that automates and streamlines the complaint handling process.

This project is developed using HTML5, CSS3, JavaScript, Bootstrap, PHP, and MySQL, and it runs seamlessly on XAMPP. The system is structured to facilitate fast and organized communication between users and the administration team. Whether for corporate organizations, institutions, or public-facing platforms, this solution ensures that every complaint is tracked, responded to, and resolved efficiently. With role-based access, notification alerts, and a centralized complaint log, the system enhances accountability and ensures that no concern goes unnoticed.

The Complaint Management System is ideal for final-year students of BCA, MCA, B.Tech (CSE/IT), and Diploma in Computer Science, offering practical exposure to full-stack development, database integration, and real-world application logic. It not only builds strong technical foundations but also sharpens problem-solving and user-centric design thinking skills—crucial for today’s IT-driven environments. This project can be a standout addition to academic portfolios and a solid stepping stone toward a career in web application development or IT support solutions.

 

Problem Statement

In many organizations, complaints are handled manually—through emails, physical forms, or verbal reports. These methods are inefficient, hard to track, and lead to unresolved issues or miscommunication. Users often have no visibility into the status of their complaints, and admins find it difficult to prioritize and manage a growing volume of requests. With no structured workflow in place, it becomes difficult to ensure that complaints are addressed in a timely and effective manner, often leading to delayed responses and unresolved issues. The lack of transparency not only frustrates customers but also causes a gap in employee accountability.

The Complaint Management System addresses these issues by:

• Offering a centralized platform for complaint submission and tracking.
• Ensuring timely responses from the admin or employee in charge.
• Maintaining a complete digital record of all tickets, complaints, and resolutions.
• Providing real-time updates to users about complaint statuses.

 

Actor-Based Functionalities

 Admin Functionalities

• Login: Securely access the admin dashboard.
• Add and Manage Employees: Create and manage employee accounts who may assist in resolving complaints.
• Add Complaint Details: Log complaints and assign them to respective handlers.
• View Reports: Generate reports based on complaint categories, status, and user feedback.
• View Tickets: Monitor incoming complaint tickets and track their progress.
• Send Response: Communicate directly with the user to provide updates or resolutions.

User Functionalities

• Login: Authenticate and access a personalized dashboard.
• View Complaints: See the status and details of all raised complaints.
• Update Status of Complaints: Provide updates or mark complaints as resolved if applicable.
• Raise Tickets: Submit new complaints or service requests through the platform.
• View Responses: Read admin responses, suggestions, or resolutions regarding their complaints.

 

Technology Stack

Component	Technology Used
Front-End	HTML5, CSS3, Bootstrap 5, JavaScript
Back-End	PHP
Database	MySQL
Local Server	XAMPP

 

 System Requirements

Requirement Type	Specification
Operating System	Windows 10/11, Ubuntu 20.04+
RAM	Minimum 4GB
Software	XAMPP (PHP 8.x and MySQL 8+)
Browser	Chrome / Firefox (latest)
Code Editor	Visual Studio Code / Sublime Text

 

Key Features at a Glance

• Easy complaint submission via tickets
• Real-time response tracking
• Role-based access for admin and users
• Complaint history and status updates
• Employee management module
• Ticket analytics and report generation

Screenshots

 

 Ready to Build This Project?

The Complaint Management System comes with complete documentation, database files, and installation guide. Whether you are aiming to improve your coding skills or want to deploy it for real-world use, this project is a great learning asset.

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