A LITERATURE REVIEW OF A WEB-BASED COMPLAINT MANAGEMENT SYSTEM

Abstract Academic institutions in developing regions often struggle with efficiently managing grievances from students, faculty, staff, and campus workers due to manual and informal processes. These methods result in delays, lack of transparency, and untracked outcomes. This paper introduces a Web-Based Complaint Management System (CMS) developed using Django, HTML5, and MySQL to streamline grievance reporting and resolution. The system enables secure complaint submission, real-time tracking, evidence uploads, role-based access, and automated notifications, along with administrative dashboards and analytics. A pilot study demonstrated a 70–80% reduction in resolution time and increased trust in the redressal process. By promoting transparency, accountability, and accessibility, the CMS significantly improves institutional responsiveness, with future enhancements planned for AI-based prioritization, mobile access, and multilingual support. Keywords: Complaint Management, Academic Institutions, Grievance System, Django, Role-Based Access, Digital Redressal