The document describes a Complaint Management System (CMS) designed to handle complaints, inquiries, and suggestions from members regarding various services. Key objectives include efficient coordination, monitoring, and resolution of complaints, improved service quality, and enhanced organizational performance. It features a dashboard for tracking complaints, automated notifications, and allows user registration and login for both staff and users.

3.  Complaint Management System (CMS) Specially Designed &
Developed to Manage the Complaints, inquiries and suggestion
of Members against Electricity, Water, Sewerage, Gas, Security,
Services, Working etc.
 This application enables you to quickly and accurately respond
to customer requests submitted via multiple channels. By using
this system, you can provide better services to their customers
and improve Quality process to mitigate any further customer
complaints. And as a results increase Business as well.
Complaint Management
System

4. The objective of the complaints management system is
 1. To make organization easier to coordinate, monitor, track and
resolve complaints.
 2. To provide organization with an effective tool to identify and
target problem areas, monitor complaints handling performance.
 3. To make organization improvements.
 4. Flexibility in the system according to the changing environment.
 5. Controlling redundancy in storing the same data multiple times.
 6. Accuracy, timeliness and comprehensiveness of the system
output.
 7. Enhancement in the completion of work within the constraints of
time.
OBJECTIVES

5. Following are the features of this Project:
 Dashboard
 ADMIN: Login, View all complains
 ADMIN: Create / Update / Delete Staff
 ADMIN: Assign complain to Staff for Work
 User/Staff: Login, View complains assigned
 User/Staff: Work on Complain and update its Status
 User: Login, Create complain
 User: View complain status, view complains History
Features

8. The module of the customer complaints management is made of the
combination of modules which work with collaboration with each other
and make it beneficial to accomplish the main aim of the scheme.
1. Complaint Lodging:
This interface is made for the users who want to make a complaint against
some person or some problem they are facing and to get rid of it.
 The interface allows them to give them a description of the problem that
is when they were facing the problem where it was.
The system will have a developed a form which will be filled The
questionnaire will include details such as:
 1. Complainant information (Electricity, Water, Gas ,Garbage etc)
 2. Address (Block & House No etc)
 3. Detailed description of complaint
 4. Category of complaints i.e. sensitive or non-sensitive
 5. Mobile number
MODULES OF THE CUSTOMER COMPLAINTS
MANAGEMENT

9. 1. Complaint Lodging Screen

10.  Upon receiving the complaint, The System will send SMS Notification to
the complainants on their cell phones as receipt and to keep them
updated about the current status of their complaints including
stepwise progress in future. Similarly, SMS will be sent to relevant staff
of Organization about the complaint at specific location.
2. Receipt of complaint
registration
Unique Complaint # will be assigned against each Complaint / Inquiry

11.  After registration, the complaints handling process will start according
to the organization’s policy, the organization will give its response to
complainant and this response will be updated in the system
accordingly which will be communicated to the complainant via SMS.
3. Response

12. Notification will be sent at following intervals:
 When the complaint/ feedback is registered by the complainant
 When organization starts investigation the complaint
 When the complaint has been resolved
 When the complaint is cancelled for any reason
 When the complaint has been put on hold for some reasons
4. Notifications:

13. 5. SMS reminders to
organization management/staff

14.  If beneficiary/ staff or any stake holder upon receiving the
feedback is not satisfied, s/he can lodge an appeal against the
response which will be duly recorded and followed up in the
system.
6. Appeal:

15.  Feedback, suggestions and comments from any stakeholder
related to project modalities or about the status of project or
about project team will also be recorded and be part of reports
which can be accessed by The organization.
7. Feedback/ Suggestions:

16.  The system should have an interactive dashboard with a range
of options and shortcuts to different details including:
 Number of complaints received / resolved / un-resolved
 Nature / sensitivity wise complaints record
 Channels through which complaints were registered.
8. Dashboard:

17.  The system should be able to generate variety of reports,
graphs & charts which can be accessible to the Organization’s
staff on monthly and quarterly basis. This includes:
 Complaint Dashboard for Manger.
 Complaint Dashboard for Supervisor.
 Complaints Nature Wise Report.
 Complaints Staff Wise Report.
9. Reporting:

18. Complaint Dash Board For Manger

19. Complaint Dash Board For Supervisor

20. Complaint Nature Wise Report

21. Complaint Staff Wise Report

22. 10. User Accounts:

23.  Admin has the official powers to control the flow of the data from one
part of the system to the other. He can manipulate the access of the
users to the data.
 The primary purpose of this account is to make the user data relevant
and then giving the inputs to the other an interface module and make
it work optimistically and get the timetable according to the wish we
want to create for a particular type, of inputs.
 Hence all the data will be reflected in clean and well data in the
interfaces.
11. Admin:

24.  This interface is mainly for the staff of the organization working under
different conditions of the department and tries to resolve the problem
after getting assigned over that according to the problem.
 The person is responsible for giving notice to the responsible of the
problem and notifying the user about the problem status of resolving.
Further, they are capable of giving enough reasons about it.
12. Staff:

25.  User’s information has to be compelled to be registered within the
system.
 For use, he will have to register. One person needs to put his all the
details correctly and precisely as it will be helpful in identifying them
and believing that he is the real person who has booked for the same.
13. Registration:

26. 12. Login:

28. Final Package
Total Amount: 635000