Complaint Management System

Introduction The proposed Complaint Management System will be capable of taking care the following activities Inform the authorized person on receipt of complaint/application Alert the concerned higher authority in case of escalation The complainant can enquire about the status of the application at any time through a SMS

Objectives Develop a complaint management system which will help in managing complaints or applications received from the customers Facility at centralized location to review the status or update the status A citizen can fill complaints either via SMS or WEB via email

Features for Citizens Citizens can send complaint from his mobile phone or web Citizens gets alert on status update Citizen can query directly from mobile phone or web to know the status

Features for senior officials Senior officials will get escalation alerts if the complaints are not answered properly in defined intervals. Senior officials can query status at any time. Summary reports to analyze response time

Features for Staff Get alerts whenever new complaint is assigned. Can get reminders Can reallocate a complaint to other in case of problems

System Requirement In case all the locations are connected via internet the system requirement will be as follows: Server with windows OS and GSM modem and active SIM A Linux based web server with MYSQL database

Advantages The system allows citizen to send complaint at any point of time For all the departments the complaints are allocated as per defined rules immediately and all the employees at different level in the organization get the status update at regular intervals.

Applicable Areas Government offices where the complaint or application status to be tracked To track the status of shipments which should go through various process according to the rules of customs and excise department In the passport office to track the status of application for the passport

Applicable Areas To check the status of goods couriered To check the status of railway tickets or any other tickets where the status to be confirmed Any other service industry where customer complaints to be tracked and updated or alerted in case of lapses