Technologies Used:

• Front-End: HTML, CSS, Bootstrap, JavaScript

• Back-End: PHP / Node.js / Java (Spring Boot)

• Database: MySQL / MongoDB

• Extras: Email Notifications, Role-Based Access Control

Project Objective:

To create a digital platform where users (students, employees, residents, etc.) can register and track their complaints efficiently. The system reduces manual handling of grievances and improves transparency and response time.

Core Features:

1. User Roles:

• User/Complainant: Submits and tracks complaints.

• Admin: Oversees and assigns complaints to departments.

• Handler/Officer: Assigned staff who resolve issues.

2. Complaint Submission:

• Form fields:

  • Name, Email, Department

  • Complaint Title & Description

  • Category (e.g., IT, Hostel, Sanitation, HR, etc.)

  • Optional file/photo upload

• Complaint is stored with status: Pending / In Progress / Resolved / Rejected

3. Complaint Tracking:

• Users can:

  • View complaint status

  • Check response notes

  • Communicate with handler via comment thread

• Admin can:

  • Change status

  • Reassign complaints

  • Add resolution notes

4. Admin Dashboard:

• View all complaints (filter by status, department, date)

• Assign complaints to respective staff

• Generate reports (resolved, unresolved, average time)

• Manage user and handler accounts

5. Handler/Officer Dashboard:

• View assigned complaints

• Update progress

• Upload resolution details

• Mark complaints as resolved/rejected

6. Notifications:

• Email alerts to users when:

  • Complaint is submitted

  • Status is updated

  • Complaint is resolved

• Admin/staff get alerts for new assignments