The document describes a web portal for an effective student grievance support system. The system allows students to lodge complaints online about various issues like admission irregularities, schedule conflicts, and financial issues. The complaints are forwarded to a grievance redressal committee and then to relevant departments. The departments can update the status of the complaints for students to view, providing transparency. The proposed system aims to streamline the grievance redressal process and ensure issues are addressed in a timely manner without students having to visit the administration in-person.

1. Web Portal for Effective Student Grievance
Support System
Abstract - A Grievance is that the dispute that arises at any level of
organization. In an education organization, a student's community
is the most vulnerable entity. In many circumstances students fail to
state their issues and sometimes fail to seek out proper support for
the issue they are facing in an organization. On analyzing the above
mentioned problems we designed Student Grievance support system
to deal with the grievance and to seek the redressal. The web
application builds a platform for the students to lodge the arising
conflicts in their daily walk of lives. In the web application students
can address their complaints which are forwarded to the Grievance
Redressal Committee. The Committee will forward the valid
complaints to the Institute or Department supporting the sensitivity
of the matter. The Institute or Department will take action and
update the status which can be viewed by the students. This project
provides transparency to the students which can be incorporated to
supply solutions to the students.
Key Words: Grievance, Redressal, Web Application, Grievance
Redressal Committee.
I. INTRODUCTION
We develop a web Application which is interactive,
responsive and user-friendly. This project covers complaints in
all sorts not only complaints regarding ragging and harassment
but also complaints regarding irregularities in admission
process, finance (fee payment), schedule , Migration process,
Revaluations, conflicts in names and mark sheets if any and
also other issues faced by the students. The main objective of
the project is to provide redressal to the complaints without
time consumption [5] [6]. No organization can claim for quick
to respond and easy to use. It's established a knowledgeable
system of grievance complaints which redressal would cover
complaints such as negative response to the return of
documents or certificates any irregularities within the right of
entry process, and also complaints about harassment and
victimization [7] [8]. The web Application is accessed by the
registered students and login is provided for the Redressal
Committee, Institute and Department with appropriate
credentials [9] [10]. Student Grievance support system
functions for several purposes which includes ensuring the
secure environment and familiarizing all faculty and students
about their rights and thus it results in development of the
organization are shown in fig.1.
Fig.1 Student Grievance Support System
II. LITERATURE SURVEY
There are many online grievance redressal systems in
different domain such as e-Governance, ragging crime in
student community, public management and sexual harassment
in an organization. The literature obtained in form of research
and reports are enlisted below.
Subhash C, Ashwani K [1], in their study analyzed
through various services in online provided by four Indian
K. Aravindhan
Department of Computer Science and
Engineering
SNS College of Engineering,
Coimbatore,
aravindhan03@gmail.com
K. Periyakaruppan
Department of Computer Science and
Engineering
SNS College of Engineering,
Coimbatore
kperiyakaruppan@gmail.com
Aswini.K
Department of Computer Science and
Engineering
SNS College of Engineering,
Coimbatore
aswi.kraj@gmail.com
Vaishnavi.S
Department of Computer Science and
Engineering
SNS College of Engineering,
Coimbatore
vaishnaviselvaraj98@gmail.com
Yamini.L
Department of Computer Science and
Engineering
SNS College of Engineering,
Coimbatore
yaminiraj1234@gmail.com
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3. states, and the importance of grievance and redressal
mechanism is highlighted to combat corruption in the
bureaucracy. Dipankar M [2], in his paper stated the
effectiveness of the grievance registration method. Fear of
illuminating to uniqueness makes the complainer go
unidentified. It turns out to be a hard-hitting job for the
authorities to know the genuineness of the pursuer. The
explanations are obtainable and allow the authorities to observe
the uniqueness of the complaints.
Varun, G [3], in his study documented that level out
procedures which are significant for essential justice in service
delivery. Efficient performances of the scheme are likely
demand and provide on scheme employment well. In many
countries redressal in service delivery is not developed. Anju T
[13], in her paper reported the preventive measures in the event
of sexual harassment at education organization and complaint
handling. Also, there are some ways suggested to prevent the
sexual harassment and to improve the working culture.
Nripendra, P.R., [4], in his study which put into practice of
ragging in education organization of South Asia and habits to
restrain the danger of ragging have been investigated. Bonnie
S.F [15], in their study report, sexual persecution of women’s
college is considered and it’s methodologically quality
measurement is given.
III. EXISTING SYSTEM
In the existing system, the students ought to meet the
management authority directly or drop their complaints within
the complaint box. Students are not aware that the complaint
has been taken into action or any other steps taken regarding
the complaint that has been posted by the students [12]. In the
existing system, there are chances for the fake complaints and
the students who posted that complaint cannot be found easily
and quickly. In some cases the complaint papers can get missed
and also some authority people can be able to misuse the
complaint paper if the complaint is posted on them. All these
processes are made manually [11]. Records are to maintained
manually. The management people are not supposed to make a
reply or response to the student who posted the complaint. It
requires lot of time and man power. In most of the cases, the
students aren't allowed to meet the management authority [14].
Only the class representative can meet that too yearly once or
during any occasion where the management misses to note and
rectify the student complaints. It can take tons of time. There is
no separate committee to handle only the student’s complaints
[16]. If the student raises their complaint to the department that
has to be forwarded to management, it doesn't reach the
management in most cases. And for many complaints actions
aren't taken which remains a drawback in the existing system
[17].
IV. PROPOSED SYSTEM AND ARCHITECTURE
The main objective of this project is to develop Web
Application where the students can post their complaints under
different categories and view the status. Web Application that
allows students to lodge complaints and must be accessible to
the Redressal Committee and respective heads. Our proposed
work is Web Application developed using PHP as a front end
and MYSQL as back end. The student registers with this
website by mentioning the essential details and login with reg
number and password to access the facilities.
Students can post their complaints regarding errors in
name, finance, and mismatch in admission quota, complaint
regarding re-evaluation and alter in schedule, changes in mark
sheet. All these complaints posted by students are viewed by
committee and the committee decides to forward it to the
institution or department based on the complaints. There is a
separate login for institution and department. If the institution
or department receives the complaints, and once the complaint
is rectified, the status of the complaint is updated which can be
directly viewed by the student.
Fig.2. Architecture Framework for Effective Student Grievance Support
System
Students should login to post complaints and it'll be
secured in the database and Complaints will be viewed by the
Redressal Committee. The Redressal Committee will forward
the complaints to the Institute or Department based on the
problems. The Institute or Department will take action and
update the status in the database which can be viewed by the
students which are shown in below fig.2.
A. LOGIN PAGE FOR ESGSS WEB PORTAL
In this module, the Student registers with this
website by providing the basic details like name, age, gender,
department, year, mobile number and mail id. These details are
stored into a database to authenticate at the time of login shown
in fig.3.
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5. Fig.3 Login Page for Effective Student Grievance Support System
B. ADD COMPLAINT PAGE FOR ESGSS WEB
PORTAL
After the registration, the students can login and post
their complaints. The complaints can be posted under various
categories such as changes in name, finance (fees), admission,
re-evaluation, time table, migration, mark sheet errors and if
there are any complaints other than this, the student can choose
others. These are stored into a database. Also the status of the
complaints can also be viewed in fig.4.
Fig.4 Add Complaint in ESGSS Web Portal
C. COMMITTEE REDRESSAL IN ESGSS WEB PORTAL
This module is for the Redressal Committee where
the complaints posted by students are first sent to the
committee. Then the committee member forwards it to the
institution or department based on the complaint category
shown and list in below fig.5.
Fig.5 Add Complaint in Web Portal
D. INSTITUTE/DEPARTMENT REDRESSAL IN ESGSS
WEB PORTAL
Institute/Department has a separate login to view the
complaints that was forwarded by the Redressal Committee.
The status of complaints is kept updated by the
institute/department either as on-going or rectified. These
details are stored into a database.
V. RESULTS
The proposed system helps the students to post their
complaints in various categories such as finance, admission,
revaluation, errors in mark sheet. Students can also delete their
complaints. In the above screenshot the complaints which are
posted by the students can be viewed by the Redressal
Committee and the Committee will send the complaints to the
Institute or Department based on the problems.
VI. CONCLUSION
This paper has proposed Grievance Redressal System for
the issues faced by the students in various domains which can
be lodged easily and obtain the solution. The status of the
grievance can also be viewed by the students which are
ongoing or completed. Thus this system provides way to
qualitative improvement of the educational organization.
REFERENCE
[1]. Subhash, C., Ashwani K.: Assessing grievances redressing mechanism
in India. Int. J. Comput. Appl. 52(5), 12–19 (2012).
[2]. Dipankar, M.: Solution towards effective complaint registration system
in Indian scenario. In: IJCA Proceedings on National Conference on
Advancement of Technologies—Information Systems Computer
Networks (ISCON—2012), vol. 1, pp. 1–2 (2012).
[3]. Varun, G.: Redressing grievances and complaints regarding basic
service delivery. World Dev. 41, 109–119 (2013).
[4]. Nripendra, P.R., Yogesh, K.D., Michael, D.W., Vishanth, W.:
Investigating success of an e-government initiative: validation of an
integrated IS success model. Inf. Syst. Front. 17(1), 127–142 (2015).
[5]. Rajesh, K.Y., Sarvesh, M.: Role of insurance ombudsman and grievance
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[6]. Gianluca, M., Karin, P., Javier, M., Rahul, D.: Openness May Not Mean
Democratization-e-Grievance Systems in Their Consequences. 14th N-
AERUS and GISDECO, University of Twente, The Netherlands (2013).
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[10]. K Sundaravadivu, C Ramadevi, R Vishnupriya, “Design of Optimal
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6. 978-1-7281-5197-7/20/$31.00 ©2020 IEEE 1465
Authorized licensed use limited to: City#44; University of London. Downloaded on July 10,2020 at 12:21:36 UTC from IEEE Xplore. Restrictions apply.