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1) Background/ Problem Statement

A complaint system is a set of procedures used in organizations to address complaints and resolve disputes. The main purpose of this project is to help the public in knowing their place details and getting their problems solved online without going to the office regularly until the problem is solved.
Online Complaint Management System provides an online way of solving the problems faced by the public by saving time and eradicating corruption. Our system act as a bridge between the people and the officers in which the people directly register their complaints to the officers online.
The complaints management system makes complaints easier to coordinate, monitor, track and resolve, and provides an effective tool to identify and target problem areas, monitor complaints handling performance and make improvements.

2) Working of the Project

Considering the anomalies in the existing system computerization of the whole activity is being suggested after the initial analysis. Our Online Complaint Registration and Management System is one of the latest productivity enhancement tools used widely by all of them wherever there is a need for booking of compliant.
It provides a platform where the issues of the people can be registered online and can be resolved by the officer also flexibility is provided to the people who can easily resolve their issues by communicating with the higher authorities.
Lack of paper movements provides complaint management operations with a speed which was never envisaged in manual mode at all. The front-end involves Html, CSS, and JavaScript and the back-end involves Python. The framework used is Django and the database is MySQL.

3) Advantages

• It is to maintain.
• It is user-friendly.
• The system helps users to register complaints without facing a lot of difficulties.
• Also, they can view updates of their complaints.

4) System Description
The system comprises 3 major modules with their sub-modules as follows:


• Manage Officer: The admin can view, add, update, and delete Officer’s details from the system.
• View Complaints
– The admin can view complaints posted by the user, reply to them and view their status of complaints.
– They can apply filters to view complaints by date or status.
• View Escalated Complaints
o Filter: The admin can view escalated complaints and also apply filters by date or status.
o Reply to Complaints: They can respond to the complaints and change their status.
• View Feedback: All the feedback can be viewed by the admin.


• Register: Users will need to register first to log in with their basic details.
• Login: They can log in using their username and password.
• Change Password: The user can easily change their old password to the new one.
• Post Complaint: They can post a complaint about their problems.
• Complaint History
o View Complaint: The user can view all their previously registered complaints.
o View Reply/Status: They can also view the response and status of their complaints.
o Escalate the Complaint: The user can escalate their complaint.
• Feedback: They can provide feedback about their resolved complaint.



• Login: The officer can log in to the system using their username and password.
• View Complaint
o List of complaints: The officer can view the list of all the user’s complaints.
o Filter by Date/Status: To view complaints by date or status they can apply a filter.
o Complaint Details: The officer can view all the complaint details.
o Reply to Complaints: They will be able to view and respond to users’ complaints.
o Update proof of work: They can update the proof of their work.
o Update status: The officer can also update the status of the user’s complaints.

5) Project Life Cycle

The waterfall model is a classical model used in the system development life cycle to create a system with a linear and sequential approach. It is termed a waterfall because the model develops systematically from one phase to another in a downward fashion. The waterfall approach does not define the process to go back to the previous phase to handle changes in requirements. The waterfall approach is the earliest approach that was used for software development.


6) System Requirements

I. Hardware Requirement

i. Laptop or PC
• Windows 7 or higher
• I3 processor system or higher
• 4 GB RAM or higher
• 100 GB ROM or higher

II. Software Requirement

ii. Laptop or PC
• Python
• Sublime Text Editor
• XAMP Server


7) Limitation/Disadvantages
– The user’s complaints will not be resolved if they do not provide all their details correctly.

8) Application – This application helps the user to register their complaints to get resolved.

9) Reference


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