Group Members ID

1.Yoseph Shemeles ****** 1392/13

2.Yoseph Zewdu ****** 1395/13
3.Rediet Teklay ****** 1093/13
4.Yordanos Bekele ****** 1368/13
5.Yordanos Negusu ****** 1370/13
Project Title:
Online Complaint Registration & Management System
 1. Introduction

1.1 Project Background

Many customers or clients complain frequently to businesses including IT firms, schools, hospitals,
government secretariats, and financial institutions; these complaints need to be recorded, filled out, and
kept for future use. A set of procedures used in companies to handle complaints and settle conflicts is
known as a complaint management system.
The goal of the design and implementation of the complaint management system is to maintain an
accessible, efficient, and fair system for resolving complaints. In order for this procedure to take place,
the system that will handle the complaints process and the appeal method of registration must be
automated. This project describes the policies and steps for handling and resolving complaints as well as
for appealing for an unfavorable scenario.

1.2 Project Motivation

Our primary driving force behind working on this project is to assist the public in learning about their
location and solving their problems online without having to see the officer repeatedly until the issue is
resolved. The people can eliminate corruption in government agencies and save time using this technique.
Its major goal is to offer a clever and simple method for registering complaints using a web application,
as well as a mechanism for tracking and eliminating bribery, in order to stop corruption. The goal is to
create a web application for managing complaints. To create an automated solution to replace the current
manual compliance management system. In order to increase productivity, complaints should be handled
better.

1.3 Statement of the problem

1.3.1 EXISTING SYSTEM
While the proposed system would allow users to register on the site and send the initial information
report or complaint on a specific complaint registration, the existing system only allows for manual
reporting of complaints, which also adds to the authorized person's burden. The system needs to be
computerized in a better method in order to get beyond these restrictions and increase functioning
accuracy.

DRAWBACKS OF EXISTING SYSTEM

 It was a manual process with the old system.
 It takes longer for every process.
 More resources are required.
 There is a potential that user issues won't be fixed.
 Management has the potential to overlook user complaints.
 1.4 Objectives
The complaints management system's goal is to:
1. To make it simpler to organize, monitor, manage, and handle complaints;
2. To give the business a useful tool to pinpoint issue areas and track complaints handling performance
3. To enhance corporate operations.
4. Quick and precise data retrieval.
5. The system's adaptability to the changing environment.
6. Managing redundancy while storing the same information more than once.
7. The system output's precision, timeliness, and comprehensiveness.
8. Stability and usability for averagely intelligent people.
9. Improvement in finishing work within deadline restrictions

1.5 Methodologies
The primary research methodologies employed in this study are primarily qualitative; the study's
focus is on business development and excellence. The techniques examined have a connection to
problem-solving, process thinking, and continuous improvement.
The primary method for gathering empirical data involves interviews and discussions with individuals.
Interviews on predetermined topics are used to acquire general process orientation and overview.
Feedback will be gathered continuously as the real interface is developed. Additionally, ideas and
solutions are thoroughly addressed via a management or peer review.

1.6 Scope of the project

Any IT company, government agency, law firm, medical facility, media outlet, and financial institution
may use it. The system is intended to operate online. Designing a system that enables customers to submit
complaints and requests for management aids in addressing any problems.

1.7 Limitation of the project

The work on this project is restricted to the complaint management system due to the project's above-
mentioned scope. The consequences for anyone judged to be at fault in any complaints cannot be applied
through this application.