Complaint Mangment System

Introduction

Project Orview

The Complaint Management and Tracking System is designed to streamline the process of managing complaints in an
organization. It provides a platform where users can submit, track, and resolve their complaints
efficiently. The system automates complaint handling, ensuring that issues are resolved in a timely
manner with proper documentation and tracking.

Problem Statement

Organizations face challenges in managing complaints manually, leading to delayed responses,
lost records, and unsatisfied users. There is a need for a centralized system that ensures proper
registration, tracking, and resolution of complaints, with transparency in the process.

Goals and Objectives

• To provide a centralized platform for complaint submission and tracking.
• To ensure timely resolution of complaints by assigning tasks to the relevant departments.
• To enable users to track the status of their complaints in real-time.
• To generate reports for management to assess performance and areas needing improvement.

Scope and Limitation

Scope:

• User registration and complaint submission.
• Tracking of complaints by users and administrators
• Assigning complaints to respective departments for resolution
• Notifications to users regarding status updates

Limitation:

• The system will not address complaints beyond the organization.
• It requires internet access for complaint submission and tracking.

System Requirements

Functional Requirements:

• User Authentication: Users must register and log in to the system.
• Complaint Submission: Users can submit complaints by providing details like category,description, and attachments.
• omplaint tracking:Users can view the status of their submitted complaints.
• Admin Management:Administrators can assign complaints to departments and update the status.
• Notification System:Users receive notifications via email or system alerts about complaint updates.

Non Functional Requirements

• Performance:The system should handle multiple users and complaints without lag.
• Security:User data, especially complaint details, must be protected with proper encryption and authentication mechanisms.
• Usubality:The system should be user-friendly, with an intuitive interface for both users and administrators
• Availability:The system must be available 24/7 with minimal downtime.
• Scalability:The system should support the growing number of users and complaints.

User Requirements:

• Users should be able to register and log in easily.
• They should be able to submit, track, and receive updates on their complaints.
• Administrators should be able to manage complaints efficiently and assign tasks to departments.

System Design

Entity Relation Ship Diagram (ERD):

Entities:

Primary Entities:

• User Complaint:Stores information about the users who submit complaints
• Complaint:Stores details about complaints, such as the description, type, and status.
• Administrator:Manages and oversees the resolution of complaints
• (Catageory)Complaint Type:Defines the type of complaint (e.g., technical, service-related).
• Complaint Status:Tracks the progress of a complaint (e.g., submitted, in progress, resolved).

Secondary Entities:

• Department:Responsible for handling and resolving complaints.
• Officer:Assigned individuals within departments responsible for resolving specific complaints.
• Response:Records actions taken by officers to address the complaints.
• Comment:Contains additional notes or feedback from users and officers.
• Attachment:Stores any supporting documents or evidence provided with complaints.

Optional Entity(Dependig on projrct requirements)

• Location:Tracks the geographic location associated with the complaint.
• Priority: Represents the urgency or priority level of the complaint.
• Escalation:Records the history of complaint escalations to higher authorities.
• Resolution:Stores details of how the complaint was resolved.
• Feedback: Collects user feedback after the resolution of the complaint.

These entities are interconnected to capture the flow of data and ensure proper complaint management and resolution.

Entities And Their attributes:

Primary Entities:

User(Complainant)Attributes:

UserID (Primary Key)

• FullName
• Email
• PhoneNumber
• Password
• Address
• UserType (Regular or VIP)
• DateJoined
• LastLogin

Complaint:

Attributes:

• ComplaintID (Primary Key)
• UserID (Foreign Key referencing User)
• CategoryID (Foreign Key referencing Category)
• StatusID (Foreign Key referencing Status)
• ComplaintTitle
• ComplaintDescription
• DateFiled
• LocationID (Optional, Foreign Key referencing Location)
• PriorityID (Optional, Foreign Key referencing Priority)
• EscalationID (Optional, Foreign Key referencing Escalation)
• ResolutionID (Optional, Foreign Key referencing Resolution)
• FeedbackID (Optional, Foreign Key referencing Feedback)

Administrator:

Attributes:

• AdminID (Primary Key)
• FullName
• Email
• PhoneNumber
• Password
• Role (e.g., Super Admin, Support Admin)
• DateJoined
• LastLogin
• Category (Complaint Type)

Attributes:

• CategoryID (Primary Key)
• CategoryName
• CategoryDescription

Status (Complaint Status)

Attributes:

• StatusID (Primary Key)
• StatusName (e.g., Pending, In Progress, Resolved, Closed)
• StatusDescription

Secondary Entities:

Department

Attributes:

• DepartmentID (Primary Key)
• DepartmentName
• DepartmentHead
• DepartmentContact

Officer

Attributes:

• OfficerID (Primary Key)
• FullName
• Email
• PhoneNumber
• DepartmentID (Foreign Key referencing Department)
• AssignedComplaintsCount
• DateAssigned

Response (Actions Taken)

Attributes:

• ResponseID (Primary Key)
• ComplaintID (Foreign Key referencing Complaint)
• OfficerID (Foreign Key referencing Officer)
• ResponseDescription
• DateResponded

Comment (Additional Notes)

Attributes:

• CommentID (Primary Key)
• ComplaintID (Foreign Key referencing Complaint)
• UserID (Foreign Key referencing User)
• OfficerID (Optional, Foreign Key referencing Officer)
• CommentText
• DateCommented

Attachment (Supporting Documents)

Attributes:

• AttachmentID (Primary Key)
• ComplaintID (Foreign Key referencing Complaint)
• AttachmentType (e.g., Image, PDF)
• AttachmentURL
• DateUploaded

Optional Entities:

Location (Geographic Location)

Attributes:

• LocationID (Primary Key)
• ComplaintID (Foreign Key referencing Complaint)
• LocationName
• Latitude
• Longitude

Priority (Complaint Priority Level)

Attributes:

• PriorityID (Primary Key)
• PriorityLevel (e.g., Low, Medium, High)
• PriorityDescription

Escalation (Escalation History)

Attributes:

• EscalationID (Primary Key)
• ComplaintID (Foreign Key referencing Complaint)
• EscalationLevel (e.g., Level 1, Level 2)
• EscalationDate
• EscalationDescription

Resolution (Resolution Details)

Attributes:

• ResolutionID (Primary Key)
• ComplaintID (Foreign Key referencing Complaint)
• ResolutionDescription
• DateResolved
• ResolvedByOfficerID (Foreign Key referencing Officer)

Feedback (User Feedback on Resolution)

Attributes:

• FeedbackID (Primary Key)
• ComplaintID (Foreign Key referencing Complaint)
• UserID (Foreign Key referencing User)
• Rating (e.g., 1 to 5 stars)
• FeedbackComments
• DateFeedbackGiven

Entities and Their Relations;

User (Complainant)

• UserID → Complaint
• UserID → Comment
• UserID → Feedback

Complaint

• ComplaintID → Category
• ComplaintID → Status
• ComplaintID → Department
• ComplaintID → Response
• ComplaintID → Comment
• ComplaintID → Attachment
• ComplaintID → Location (Optional)
• ComplaintID → Priority (Optional)
• ComplaintID → Escalation (Optional)
• ComplaintID → Resolution (Optional)
• ComplaintID → Feedback (Optional)

Administrator

• AdminID → Complaint
• AdminID → Officer (Admin may assign officers)

Category (Complaint Type)

• CategoryID → Complaint

Status (Complaint Status)

• StatusID → Complaint

Department

• DepartmentID → Officer
• DepartmentID → Complaint

Officer

• OfficerID → Response
• OfficerID → Comment
• OfficerID → Complaint (Assigned complaints)
• OfficerID → Resolution

Response (Actions Taken)

• ResponseID → Complaint
• ResponseID → Officer

Comment (Additional Notes)

• CommentID → Complaint
• CommentID → User
• CommentID → Officer

Attachment (Supporting Documents)

• AttachmentID → Complaint

Location (Geographic Location)

• LocationID → Complaint (Optional)

Priority (Complaint Priority Level)

• PriorityID → Complaint (Optional)

Escalation (Escalation History)

• EscalationID → Complaint (Optional)

Resolution (Resolution Details)

• ResolutionID → Complaint
• ResolutionID → Officer

Feedback (User Feedback on Resolution)

• FeedbackID → Complaint
• FeedbackID → User

Data Flow Diagrams (DFDs)

Level 0 (Context Diagram): Represents the entire system as a single process interacting with external entities like users and administrators.
Level 1: Breaks down the complaint submission, tracking, and resolution processes into smaller, detailed sub-processes.

System Architecture

The system follows a three-tier architecture:
Presentation Layer: User interface for web-based interaction (HTML, CSS, JavaScript).
Business Logic Layer: Handles the logic for complaint submission, tracking, and management (Node.js, Express).
Data Layer: Manages the database (MongoDB) for storing complaints, user details, and statuses.

Database Schema

User Table: Stores user details like user ID, name, email, and password.
Complaint Table: Stores complaint details like complaint ID, user ID, description, status, department assigned, and date.
Department Table: Stores department information with department ID and name.
Admin Table: Stores admin details and permissions.

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