CONTENT

TOPIC PAGE NO.

Abstract iii
List of Tables iv

List of Figures v

1. INTRODUCTION 1
1.1 Objective of the system 1
1.2 System Testing 3
1.3 Features of the system 6
1.4 Action plan 9
2. LITERATURE SURVEY 10
2.1 Existing System Overview 10
2.2 Gaps Identified in Existing Solution 10
2.3 Comparative Study of Existing Platform 11
2.4 Importance of Grievance Redressal in Academic Institution 11
2.5Advantages of Proposed System over Existing System 12
3. SCOPE OF THE PROJECT 15
3.1 Scope 15
3.2 Advantages 17
3.3 Features 19
4.METHODOLOGY 23
4.1 Main module and sub modules 23
4.2 DFD Level-0 Diagram 23
4.3 DFD Level-1 Diagram 25
4.4 DFD Level-2 Diagram 26
4.5 Flow chart – Admin Dashboard 27
4.6 Flow chart- Parent Dashboard 28
4.7 Use Case Diagram 29
4.8 Planned Resources 31
4.8.1 HTML & CSS
4.8.2 PHP
4.8.3 MySQL

i
 4.8.4. JS
5. DETAILS OF WORKING 33
5.1 Development schedule and milestone 33
5.2 Development tools 33
6. RESULT AND APPLICATION 35
6.1 Result 35
6.1.1 Home Page (Interface1) 35
6.1.2 Home Page (Interface2) 35
6.1.3 Admin Dashboard 36
6.1.4 Admin Grievances 36
6.1.5 Members List 37
6.1.6 Email 37
6.1.7 Parents Login 38
6.1.8 Parents Registration 38
6.2 Coding 39
6.2.1 Home Page(home.php) 39
7. CONCLUSION AND FUTURE SCOPE 49
7.1 Conclusion 49
7.2 Future scope 49
8. REFERENCES 50

ii
 ABSTRACT
This website is an online grievance management platform designed specifically for students to voice their
concerns, complaints, or suggestions in a structured and secure environment. This website aims to bridge the
communication gap between students and administration by offering a transparent and streamlined system
for resolving issues effectively. Users can log in, file grievances related to academics, facilities, harassment,
or other concerns, and track the status of their complaints in real-time. The platform also includes unique
features such as anonymous complaint options, priority tagging (urgent/normal), response deadlines, and
automated notifications for updates. To ensure accountability, every complaint is assigned to a specific
officer, and feedback can be provided after resolution. Additionally, the system includes a “Frequently
Raised Issues” section, grievance analytics dashboard for admins, and the option to attach media (photos,
documents) for better clarity. The portal encourages student-administration engagement by organizing
monthly feedback polls, and an open suggestion box to foster a more inclusive and responsive campus
environment. From a technical perspective, the frontend is developed using HTML, CSS, and JavaScript,
while the backend is powered by PHP. The MySQL database ensures secure data storage and fast retrieval.
This website is more than just a complaint box — it’s a digital platform committed to improving student
welfare, ensuring transparency, and enhancing trust between students and institutions through responsible
grievance redressal.

iii
 LIST OF TABLE
TABLE NO. TABLE NAME PAGE NO.

1.1 Action Plan 9

1.2 Development Tools 34

iv
 LIST OF FIGURE
FIGURE NO. FIGURE NAME PAGE NO.

4.1 DFD Diagrams 24

4.5 Flow Chart 27

4.8 Use Case 29

6.1 Admin Dashboard 35

6.5 Members 37

6.7 Parent Login 38

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 Online Grievance Management System

1. INTRODUCTION
The Online Grievance Management System is an advanced web-based platform specifically developed to
streamline the process of grievance submission for students within an educational institution. It aims to
eliminate the delays, inefficiencies, and lack of transparency typically associated with traditional manual
complaint systems. Through this platform, students are empowered to easily raise their concerns,
suggestions, or formal complaints to the appropriate authorities with just a few clicks. Whether the issue
relates to academic difficulties, infrastructure problems, harassment, health and safety concerns, or any other
aspect of campus life, the system provides a dedicated and secure channel for students to voice their
problems in a structured manner.
The system also includes user-friendly features like complaint tracking, where students can monitor
the progress of their submitted grievances in real time. It supports priority tagging, allowing students to
highlight the urgency or severity of their concerns, and offers regular status updates so they are never left
[Complaint Management Excellence]
uninformed . Additionally, students can attach supporting documents, images, or
screenshots to strengthen their complaint, which helps the reviewing authority better understand and verify
the issue. By incorporating these elements, the system not only makes the grievance process more efficient
but also enhances the overall transparency and credibility of the complaint management process.
On the administrator side, the platform provides powerful tools for managing and organizing
grievances efficiently. Admins can categorize complaints by department, severity, or type, assign them to
specific authorities for resolution, and maintain a timeline of actions taken. There are built-in analytics and
reporting features that help track frequently reported issues, identify patterns, and gather feedback from
students over time. This data-driven approach allows management to make informed decisions aimed at
improving overall institutional services, facilities, and the student experience.
Furthermore, the system plays a critical role in fostering better communication between students,
faculty, and administration. By transitioning from a paper-based or informal grievance handling system to a
fully digital solution, the institution demonstrates a commitment to responsiveness, transparency, and student
well-being. It helps build trust in the grievance redressal process, ensures that no complaint goes unnoticed,
and ultimately promotes a more supportive, fair, and proactive educational environment for all students.
1.1 Objective of this project
1.1.1 Providing a Student-Friendly Complaint Submission Platform
The first and foremost goal of this project is to provide students with a hassle-free, transparent, and
accessible digital platform through which they can submit their grievances or concerns without fear or
confusion. In many educational institutions, students are often reluctant to raise issues due to the complexity
of traditional complaint processes, fear of retaliation, or a general belief that their complaints will be ignored
or lost in bureaucracy. This hesitation can lead to unresolved problems, increased dissatisfaction, and a lack
of trust in the institution. Our system is carefully designed to remove these barriers by introducing a simple,
guided, and supportive interface that walks students step-by-step through the grievance submission process.
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From selecting the nature of the issue to adding specific details and even attaching evidence in the form of
documents, images, or screenshots, every action has been streamlined to make the process as smooth and
encouraging as possible.
By digitalizing and automating the entire workflow, this platform significantly reduces the time and
effort traditionally required to file a complaint. Students no longer need to physically visit departments, wait
in long queues, or fill out cumbersome paper forms. Instead, they can log in at any time, from any device,
and complete the process within minutes. This level of convenience is particularly valuable for students
dealing with sensitive or urgent concerns. Additionally, the platform automatically organizes and routes each
grievance to the appropriate authority, removing confusion about where to submit specific types of issues. As
a result, not only are students more likely to report their problems, but the institution also benefits from a
centralized, well-documented, and trackable complaint management system. This ensures that no complaint
is overlooked and that even minor grievances are acknowledged, tracked, and resolved in a timely and
professional manner.
1.1.2 Ensuring Transparency and Real-Time Complaint Tracking
One of the biggest concerns in traditional grievance systems is the lack of visibility into the progress of a
complaint after it is submitted. This project addresses that issue by implementing a real-time complaint
tracking system. Once a complaint is filed, students can log in at any time to check its current status—
whether it is pending, under review, resolved, or closed. Every update made by the admin or assigned officer
is visible to the student, increasing confidence and trust in the system.
This level of transparency ensures that students feel heard and respected. It prevents cases from being
forgotten or delayed indefinitely, as the system also sends automated notifications when updates occur. By
holding both parties—students and authorities—accountable, it creates a more reliable and fair grievance-
handling process. This also helps avoid miscommunication and ensure a smoother resolution journey.
1.1.3 Enhancing Admin Efficiency and Response Time
The platform is designed to be comprehensive and dual-focused, ensuring that it not only addresses the needs
of students but also greatly enhances the efficiency of administrative operations. While student satisfaction is
a key priority, the system also acts as a powerful tool for institutional management to handle grievances more
effectively. Every complaint submitted through the system is automatically categorized and organized,
allowing it to be filtered by multiple criteria such as department, issue type, urgency level, or date of
submission. This intelligent filtering system minimizes the manual effort usually involved in sorting through
complaints and enables the administrative team to quickly identify and prioritize urgent matters. Moreover,
complaints are automatically routed and assigned to the concerned authority based on the selected category,
which eliminates the delay caused by manual forwarding and ensures that every issue reaches the right
person from the very beginning. [Complaint Management Excellence] This automated complaint delegation process reduces
the chances of miscommunication, misplaced issues, and unresolved grievances due to administrative
oversight. As a result, time-sensitive or serious complaints can be resolved more swiftly, improving the

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institution’s responsiveness and credibility. In addition to routing and filtering, the platform also includes a
suite of productivity tools aimed at further streamlining the grievance resolution process. For instance, auto-
generated reports allow administrators to view detailed summaries of complaints over time, helping them
detect recurring issues or systemic gaps. Predefined response templates help standardize communication,
ensuring polite and professional responses are delivered consistently without drafting every reply from
scratch. The interactive dashboard offers real-time analytics, giving admins an overview of open, closed, and
pending grievances, timelines, and department-wise distributions.
1.1.4 Supporting Data-Driven Improvements and Communication
Another key objective of the system is to support continuous institutional improvement through the strategic
analysis of the data collected from student complaints. Each grievance submitted to
the platform contributes to a growing database that can be mined for valuable insights into campus
operations, student satisfaction, and service quality. Over time, the system can detect patterns and recurring
issues, such as persistent complaints about specific departments, infrastructure problems, or academic-related
concerns. These trends are then translated into easily interpretable visualizations, such as bar charts, line
graphs, and pie charts, which are presented on the admin dashboard.
By providing a clear, data-driven overview of student concerns, the system empowers administrators
to spot high-frequency issues early and take corrective measures before the problems escalate further. This
proactive approach to complaint management helps maintain high standards of education, facility
maintenance, and student support.
Furthermore, the system enables institutions to track improvements over time by comparing
complaint trends across semesters or academic years. It allows administrators to evaluate whether previous
interventions have successfully resolved issues or if certain areas require more in-depth attention. By
transforming qualitative feedback into quantifiable metrics, the platform becomes more than just a complaint
tool—it evolves into a powerful decision-support system that informs campus policies, budget allocations,
and operational strategies. As the grievance system matures, it becomes a cornerstone for institutional
transparency, accountability, and strategic planning, helping the organization adapt and evolve based on real
student experiences and concerns. [Complaint Management Excellence]
1.2 System Testing
1.2.1 Ensuring Admin Login and Credential Management Functionality:-
The platform must provide secure, efficient, and reliable login functionality for administrators to ensure that
only authorized personnel gain access to the administrative sections of the system.
This is essential to protect the sensitive data and operations managed through the portal. Admins should be
required to log in using unique credentials, typically consisting of a username and password combination.
These credentials must be verifies against securely stored records in the backend database to confirm
authenticity. To reinforce security, the system should implement best practices such as secure password
hashing, encryption protocols, and session timeout features that automatically log out inactive users. These
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measures reduce the risk of unauthorized access and data breaches, maintaining the confidentiality and
integrity of the administrative functionalities.
In addition to secure login, the platform must provide a convenient yet secure way for administrators
to update their login credentials—specifically, their username and password. This functionality is vital for
maintaining privacy and adapting to changing security needs, such as resetting credentials after a security
concern or periodically updating passwords as a best practice. The change process should include input
validation to ensure that the new username is unique and the new password meets complexity requirements
such as length, character variety, and strength. Once the update is successful, the system should immediately
synchronize the new credentials with the database and allow the administrator to log in with them in the next
session. This ensures seamless continuity in administrative access without compromising security or
usability.
1.2.2 Displaying Student Grievances Accurately:-
A core functionality of the system is to ensure that student grievances are displayed accurately, completely,
and in real-time. The moment a student submits a complaint, the system should instantly capture and store
the data in the database, making it available for immediate review by the admin. This ensures a seamless
flow of information from the student to the administration. All key grievance details—including the student’s
name (if not submitted anonymously), the category or type of complaint, a full description of the issue, the
exact date and time of submission, and the current status (e.g., pending, under review, resolved)—must be
clearly and consistently presented on the admin dashboard. This helps avoid any miscommunication or
overlooked grievances and ensures that each complaint receives appropriate attention.
Moreover, the system should display grievances in a structured and user-friendly layout to help
administrators manage large volumes of complaints effectively. The admin panel must offer filtering and
sorting options based on various attributes such as grievance category, urgency level, date submitted, or
current resolution status. This functionality allows administrators to quickly navigate through grievances and
prioritize those that are more serious or time-sensitive. A well-organized display reduces the risk of missing
or mishandling complaints and ensures smooth tracking of progress. Additionally, the system must be robust
enough to handle high data volumes without delay or corruption.
1.2.3 Displaying Management Members Correctly:-
To ensure smooth, clear, and effective communication between students and administration, the system must
accurately and consistently display a detailed list of management members. This list should contain
comprehensive information, including names, official designations, departmental affiliations, and relevant
contact information (if sharing contact details is permitted by policy). Such transparency ensures that
students know exactly whom to approach for specific grievance types, eliminating confusion and
unnecessary delays. For instance, a student dealing with academic concerns should be able to identify and
contact the academic coordinator, while issues related to infrastructure or safety can be directed to respective

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administrative heads. Presenting this information in an organized and easily accessible format gives students
a clear sense of structure and accountability within the institution.
Furthermore, this feature promotes a culture of openness and accessibility, allowing students to
develop a better understanding of how grievances are handled and by whom. The data regarding
management members should be stored securely in4 the database and must be frequently reviewed and
updated to reflect any changes in staff, roles, or contact details. Administrators should be given tools to
easily add, modify, or remove management profiles as needed, ensuring the list is always current and
reliable. To improve usability, the interface can include filter and search options, enabling students to sort by
department, designation, or responsibility area. This organized approach helps students connect with the
correct personnel more efficiently, enhancing the overall experience and reinforcing the system’s role as not
only a grievance tool but also a bridge for effective communication and transparency within the institution.
1.2.4 Ensuring Accurate Display of Student’s Parents Information:-
If student-parent information is part of the institution’s data collection, it is essential that this data is
displayed correctly and securely. The system should provide an interface where student-parent contact details
(such as name, phone number, and email) can be displayed when needed. This feature is particularly
important for cases where the student’s parents need to be informed or involved in resolving issues. It is
crucial that the system ensures the correct retrieval and display of this sensitive information, respecting the
privacy of both students and their families.
The system must also ensure that parent information is updated regularly, especially when changes
occur (such as a change in contact details). If parents’ details are linked to a specific grievance, the
information should be displayed next to the complaint, providing a direct line of communication for the
administration to reach out to them. It’s important that this information is stored securely and only accessible
to authorized personnel. Additionally, if parents need to be involved in resolving a complaint, the system
should allow for easy communication between the institution and the parents, fostering better collaboration
in grievance resolution. [Complaint Management Excellence]
1.2.5 Verifying Proper Generation of Reports:-
The system’s reporting functionality must be able to generate comprehensive and accurate reports that
summarize various aspects of the grievance management process. These reports should include data such as
the total number of complaints, the types of issues raised, the departments involved, the status of each
grievance (e.g., resolved, pending), and the average time taken to resolve issues. These reports should be
automatically generated based on data stored in the system, providing administrators with detailed insights
into the functioning of the grievance redressal process.
Additionally, these reports should be exportable in various formats such as PDF or, Excel, enabling
administrators to share them with relevant stakeholders or conduct in-depth analysis outside of the system.
The report generation process must be seamless and error-free, ensuring that data is accurately pulled from
the database without any discrepancies. The reports should also be visualized with graphs or charts to make
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the data more digestible and easy to understand. This feature will help management assess the overall
performance of the grievance system and identify areas for improvement, ensuring a continuous feedback
loop for better institutional processes.
1.3 Features of this project
1.3.1 User-Friendly Complaint Submission: -
The system offers a straightforward and user-friendly grievance submission form that is specifically designed
to make the process simple and accessible for students. The form provides a clear and structured interface
where students can select the appropriate grievance category (such as academic issues, facility maintenance,
harassment, etc.) and input a detailed description of the issue they are facing. To make the complaint
submission more robust, students can also upload supporting documentation, including screenshots, PDFs, or
images that help clarify or strengthen their claim. This allows for a comprehensive view of the grievance,
ensuring that the administrators receive all relevant information needed to resolve the issue effectively.
Additionally, the form is equipped with client-side validation to prevent common errors. For instance, if any
required field is left blank or entered incorrectly, users receive immediate feedback, guiding them to fix the
issue before submitting their complaint. This built-in validation ensures that complaints are complete,
accurate, and actionable from the outset, reducing the likelihood of delays or misunderstandings.
In addition to the standard submission process, the platform includes an anonymous submission
option to encourage students to report sensitive or uncomfortable issues without fear of retaliation. This is
especially important in cases of harassment or discrimination, where students may feel unsafe disclosing
their identity. By offering this feature, the system ensures that all students can share their concerns freely,
without compromising their privacy. Each grievance submitted is automatically time-stamped and assigned a
unique grievance ID, allowing for easy tracking of the complaint’s status through its lifecycle—from
submission to resolution. [Complaint Management Excellence]
1.3.2 Secure Admin Login Panel: -
The admin portal is equipped with a robust and secure login mechanism, designed to ensure that only
authorized users have access to the administrative functionalities. Every administrator is assigned a unique
username and password, which are securely stored in the system's database using advanced encryption
techniques (such as SHA-256 hashing). When an admin attempts to log in, the system verifies the entered
credentials against the stored records, ensuring that only valid users can proceed. Upon successful
authentication, a secure session is created for the admin, granting them access to the dashboard and relevant
features. To safeguard against potential security threats, the system includes session timeout and automatic
logout features, which ensure that the admin is logged out after a period of inactivity. This prevents
unauthorized users from gaining access to sensitive information if the admin leaves their session open or
unattended.
Additionally, to further strengthen the system’s security, all failed login attempts are logged and
monitored. If an administrator enters the wrong credentials multiple times, the system may trigger an account
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lockout or initiate other protective measures to prevent brute force attacks. These proactive steps are crucial
for preserving the integrity of the grievance management system and ensuring that unauthorized individuals
cannot gain access to sensitive student information or tamper with complaint data. The implementation of
these security measures is vital in maintaining a trustworthy system for both students and administrators.
This extra step would enhance overall security and help protect against even the most advanced threats.
1.3.3 Real-Time Grievance Status Tracking: -
Once a student submits a grievance, the platform begins tracking its progress through various stages, which
may include Pending, Under Review, Resolved, or Closed. These stages reflect the current status of the
complaint, allowing both students and administrators to easily monitor the grievance’s progress. As the
grievance is reviewed and acted upon by the administrative team, the status is updated accordingly to reflect
any changes or actions taken. For instance, when an administrator reviews the complaint, the status may
change from "Pending" to "Under Review," indicating that the issue is being actively addressed. Once the
issue is resolved, the status is updated to "Resolved," and when the grievance has been fully addressed and
no further action is required, it is marked as "Closed." This status tracking feature ensures that grievances are
not left unresolved and that students are kept informed throughout the process. [Complaint Management Excellence]
To promote transparency and accountability, students can log into the platform using their credentials
or grievance ID to check the current status of their complaint at any time. They can also view updates made
by the administration, such as actions taken, responses given, and any resolutions proposed. This ontinuous
visibility into the grievance handling process helps foster trust between the students and the administration,
as it allows students to see that their concerns are being taken seriously and addressed in a timely manner.
Additionally, the system may include a timeline or activity log, which offers a chronological view of the
grievance’s lifecycle.
1.3.4 Admin Dashboard for Complaint Management: -
The admin dashboard serves as the central control hub for managing all submitted grievances. It displays a
sortable and searchable table of complaints, showing key details such as student ID, complaint category,
submission date, and current status. Admins can filter complaints by type, urgency, department, or resolution
stage to quickly locate and prioritize issues.
Each complaint can be expanded into a detailed view, where the admin can add resolution notes,
change the status, assign the case to another staff member, or mark it as resolved. The dashboard improves
operational efficiency by organizing complaints in a user-friendly format. It also ensures no complaint is
overlooked and allows for quick response, especially in high-volume situations or during peak grievance
periods.
1.3.5 Username and Password Update for Admin:-
To maintain security and flexibility, the system allows administrators to change their username and password
directly from the admin panel. This is essential in cases where credentials may have been shared, forgotten,
or compromised. The process requires the admin to enter their current password for verification, followed by
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the new username or password. Passwords are validated against complexity rules (minimum length, special
characters, etc.) to ensure strong security. The backend updates the encrypted password in the database and
logs the change for audit purposes. This feature empowers administrators to manage their own access
securely without needing technical support and encourages regular password updates—a best practice in
system administration. [Complaint Management Excellence]
1.3.6 Display of Management Members:-
A dedicated section is provided to display the list of management members involved in grievance redressal.
This includes full names, departments, roles (e.g., Dean of Student Affairs, Complaint Officer), and
optionally their email or contact numbers. This helps students and admins understand the hierarchy and know
who is responsible for addressing specific types of issues.
The management list can be updated by the admin, ensuring that any organizational changes are
quickly reflected on the site. This feature improves transparency and fosters a more trust-based relationship
between students and institutional authorities. It can also help in routing complaints to the correct department
or officer more efficiently. [Complaint Management Excellence]
1.3.7 Parent Information Access (Optional Feature):-
In institutions where parental involvement is necessary, the system includes the option to store and display
parent/guardian details for each student. This can include the parent’s name, phone number, and email
address. Such information becomes crucial in serious cases where the admin must contact the student's
guardian, such as behavioural issues, harassment cases, or academic disputes.
The information is displayed only to authorized users, ensuring data privacy. Parent data can be
retrieved from the student’s profile or linked dynamically from the student registration database. This feature
supports smoother institutional communication and demonstrates a holistic approach to student well-being,
extending concern beyond the classroom.
1.3.8 Dynamic Report Generation:-
An essential administrative feature, the system supports automatic and manual generation of reports based on
the stored grievance data. These reports can include metrics such as the number of grievances received, types
of complaints, response time averages, resolved vs unresolved counts, and department-wise breakdowns.
Reports can be generated monthly, quarterly, or on demand.
Admins can export these reports in multiple formats—PDF for record-keeping, Excel for data
analysis, and even print formats for physical reviews. Visual aids such as bar graphs, pie charts, and
timelines can be integrated for better understanding. These reports help institutions monitor grievance trends,
evaluate admin response performance, and make data-driven policy decisions. They also assist during audits
or reviews by accreditation bodies. [Complaint Management Excellence]

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1.4 Action plan

Sr.No. Details of Activity Planned Start Planned End Name of

Date Date Responsible Team
Members

Designing Of GUI Of 10/01/2025 31/01/2025 All Team Members

1.
System

2. Creation Of Database 02/02/2025 28/02/2025 All Team Members

3. Implementation 01/02/2025 03/03/2025 All Team Members

4. Error Solving 04/03/2025 10/03/2025 All Team Members

5. Testing 10/03/2025 12/03/2025 All Team Members

6. Project Report Writing 13/03/2025 16/03/2025 All Team Members

7. Project Presentation 11/04/2025 11/04/2025 All Team Members

8. Project Demo All Team Members

As per notice

9. Defiance All Team Members

Table 1.1 Action Plan

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2. LITERATURE SURVEY
2.1 Existing Systems Overview
Grievance redressal mechanisms have traditionally operated through manual processes in most educational
institutions. This often involves students writing formal complaints and submitting them physically to a
designated complaint box or to faculty members. While this process was straightforward in design, it posed
several limitations, especially as institutions grew in size and complexity. The absence of a digital trail meant
that tracking the status and resolution of each grievance was practically impossible, often leaving students
unsure whether their issues were being addressed at all. [Complaint Management Excellence]
Moreover, the manual process was time-consuming both for students and for the administrative staff.
Processing and sorting complaints manually required considerable effort and could lead to human error.
During periods of high complaint volume, administrators often became overwhelmed, resulting in a backlog
of unresolved issues. Additionally, any delay in response caused frustration among students, creating a
negative perception of the institution’s commitment to student welfare.
Security and privacy were also key concerns. Sensitive complaints—such as those involving
harassment, discrimination, or faculty misconduct—could be easily leaked or viewed by unauthorized
personnel. The lack of anonymity further discouraged students from reporting such issues. Manual systems
also lacked data analytics capabilities, making it hard for the management to analyze trends or measure the
effectiveness of grievance-handling procedures over time.
Overall, while traditional systems served a purpose in small or less tech-dependent environments, the
demand for real-time, trackable, and secure solutions has grown. Institutions now require platforms that
ensure accountability, confidentiality, and operational efficiency—necessitating the shift toward digital
grievance redressal systems.
2.2 Gaps Identified in Existing Solutions
Despite the increasing shift toward digital platforms for grievance management, many existing systems still
fall short in various ways. A major limitation is the lack of real-time grievance tracking for students. In
several portals, once a complaint is submitted, the student receives no further updates unless they manually
follow up with administrators. This undermines the core benefit of digitization and leaves students feeling
unheard or ignored.
Another frequent shortcoming is the absence of customizable administrative settings, such as
allowing admins to change their own login credentials. In many systems, usernames and passwords are hard-
coded or require developer-level intervention to modify—posing a security risk in case of turnover or
credential exposure. Additionally, there's little to no provision for role-based access control, meaning
everyone with backend access may have equal privileges, potentially leading to mismanagement of sensitive
data.

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Furthermore, many platforms fail to provide integrated reporting tools. Without the ability to
generate detailed reports or charts based on submitted grievances, institutions miss out on critical insights—
such as identifying recurring issues in specific departments,
10 tracking resolution timeframes, or understanding
common student concerns. The lack of data visualization or downloadable reports reduces the system's
administrative value.
Lastly, some systems ignore additional stakeholders, such as parents or management members, who
might play an important role in resolving specific grievances. Without visibility into the responsible
authorities or channels for parent involvement, such systems offer only a narrow scope of resolution. Our
project seeks to close these gaps by integrating features like status tracking, admin flexibility, stakeholder
display, and comprehensive reporting.
2.3 Comparative Study of Existing Digital Platforms
Several digital grievance redressal systems have been developed and adopted by educational institutions,
both in India and globally. Examples include AICTE’s Grievance Portal, university-level online complaint
forms, and custom-built ERP (Enterprise Resource Planning) grievance modules. These platforms generally
allow students to log complaints, select categories, and receive a grievance ID for reference. They have
brought significant improvements over manual systems, particularly in terms of convenience and
accessibility.
However, many of these systems focus solely on complaint intake, with limited features beyond that
point. In some platforms, students can submit grievances but receive no further communication about
resolution timelines or status changes. Others may allow status updates but fail to ensure transparency in how
the issue is being handled. Additionally, the user interfaces in many government or institutional portals are
outdated, making navigation cumbersome—especially for non-tech-savvy users.
Several platforms do not offer flexibility in customization. For example, while some universities do
have grievance systems, the admin roles are rigid, and no additional members (such as parents, teachers, or
deans) can be added to oversee specific complaints. This limits the scope of the system and prevents a more
inclusive approach to grievance resolution. Lack of filtering, categorization, or priority tagging further
reduces system efficiency.
What sets our platform apart is its end-to-end flow—from complaint submission to resolution
reporting—along with a clean user interface and extended visibility for both students and stakeholders.
We’ve studied these gaps carefully and structured our system with the aim of delivering a balanced,
functional, and accessible platform.
2.4 Importance of Grievance Redressal in Academic Institutions
Grievance redressal is not just a procedural necessity—it is a cornerstone of a healthy, student-centered
educational environment. Institutions that provide effective channels for complaint resolution demonstrate
transparency, fairness, and responsibility. It fosters trust between students and faculty, creating an

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atmosphere where students feel valued and protected. An efficient grievance management system helps in
reducing academic stress and ensuring that students' educational experiences are not affected by unresolved
issues.
Moreover, a good grievance redressal system encourages accountability at all levels. Whether the
issue involves miscommunication, harassment, poor facilities, or academic delays, the system allows for
proper investigation and resolution. When students see that their issues are taken seriously and acted upon, it
improves their overall satisfaction and strengthens the institution’s reputation. This, in turn, can positively
impact student retention and performance.
From an administrative perspective, grievance data can serve as a powerful decision-making tool.
Institutions can analyze trends in student feedback to identify systemic issues that require policy changes. It
also enables timely interventions that prevent minor issues from escalating into larger problems. This data-
driven approach ensures that grievance handling is proactive, not reactive.
In conclusion, grievance redressal systems are essential for modern academic institutions. They
promote a culture of openness, respect, and continuous improvement. Our project not only supports this
vision but enhances it by using technology to ensure speed, transparency, and comprehensive communication
among all stakeholders.
2.5 Advantages of the Proposed System over Existing Solutions
The proposed Online Grievance Management System offers several key advantages that make it significantly
more effective and efficient compared to traditional or even existing digital grievance platforms. One of the
standout features is the system’s end-to-end transparency and real-time tracking. Unlike many current
systems where students are left in the dark after submitting a complaint, our platform allows users to track
the status of their grievance throughout every stage—from submission to resolution—ensuring they are
always informed about progress.
Another major benefit is the multi-stakeholder visibility and communication. The system not only
displays the complaints to the admin but also categorizes and displays them to management members, and
optionally, even to the student’s parents, depending on the type of grievance. This improves accountability
and speeds up the resolution process by involving all the relevant authorities. Very few existing systems
offer such flexible and inclusive access, which often leads to communication breakdowns and delayed
responses.
Security and administrative flexibility are also improved in our system. Admins are given the ability
to change their usernames and passwords, adding an extra layer of control and safety. In many existing
systems, admin credentials are fixed or require backend access to be changed—posing a risk in cases of
password leakage or staff changes. Our system eliminates this issue by integrating credential management
directly within the user interface, making it more secure and user-friendly.
Finally, the platform incorporates automated report generation, which allows institutions to generate
detailed summaries of all submitted grievances, including dates, types, statuses, and handling authorities.
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This facilitates strategic planning, quality assurance, and timely audits. Compared to older systems which
rely on manual extraction of data or do not support report generation at all, this feature greatly enhances
operational efficiency and policy decision-making.
In summary, our proposed solution is more dynamic, secure, and transparent than existing grievance
systems. It combines ease of use with powerful backend functionality, ensuring that all stakeholders have
access to the right information at the right time. By closing the gaps left by other systems and providing a
full-featured, modern interface, our platform represents a forward-thinking solution to student grievance
management.
Some additional key advantages are:
2.5.1 Real-Time Grievance Status Tracking
One of the core features that sets our system apart is the ability for students to track the status of their
grievances in real-time. Once a grievance is submitted, the student can view whether it has been
acknowledged, assigned, under review, or resolved—all through an intuitive interface. This eliminates the
frustration of uncertainty and builds trust in the system. Real-time updates ensure students feel heard and
reassured that their concerns are being actively worked on.
In contrast, many existing systems either do not update students on their grievance status or only
provide a vague notification after the issue is resolved. Our system offers a timeline-like view of progress,
which not only improves transparency but also motivates admins and management to resolve grievances
promptly, knowing that the student can monitor delays.
2.5.2 Enhanced Role-Based Access Control
Another standout feature is our robust role-based access system. Admins, management, and even parents (if
permitted) are provided tailored access to grievance information based on their role. This ensures that
sensitive information is only accessible to authorized users while still encouraging broader participation in
the grievance resolution process.
Unlike basic systems that often treat all backend users equally, our project makes a clear distinction
between user roles and their privileges. Admins can modify credentials, management can review and act on
complaints, and students and parents can monitor updates. This structure significantly improves both data
security and workflow management.
2.5.3 Integration of Stakeholder Visibility
A major advantage of our system is its ability to show relevant grievance data to different stakeholders—
students, parents, and management members. For grievances that involve serious concerns or student
welfare, parents can also be informed and included in the resolution process. This brings transparency,
accountability, and inclusiveness into the grievance redressal mechanism.
Most existing systems completely exclude parents or limit visibility only to the admin panel, leaving
out important actors who could contribute to resolving the issue. Our system addresses this gap by ensuring

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that everyone involved in a grievance is appropriately looped in based on the nature and sensitivity of the
issue.
2.5.4 Automatic Report Generation and Analytics
The system automatically generates comprehensive reports that help the institution assess grievance types,
frequency, response timelines, and department-wise statistics. This data can be exported in printable formats
and used for audits, quality improvement, or performance reviews of handling staff.
13
Many traditional or outdated systems don’t offer this capability, forcing institutions to manually
gather complaint data for analysis, which is time-consuming and error-prone. By integrating real-time
analytics and downloadable reports, our platform simplifies administrative reviews and helps institutions
take data-driven decisions to improve their grievance handling processes.

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3. SCOPE OF THE PROJECT

3.1 Scope
The Grievance Management System is a comprehensive digital platform designed to streamline the
submission, tracking, and resolution of grievances within
14 an organization, such as schools, colleges, or
corporations. It aims to ensure that all grievances are managed in a transparent, timely, and efficient manner.
The system is built to:
1. Provide a User-Friendly Interface for Grievance Submission: Allow students (or users) to submit
complaints easily, either anonymously or with identification, based on categories such as academic
issues, facilities, harassment, etc.
2. Track Grievance Progress: Ensure transparency by allowing both students and administrators to track the
status of complaints through stages such as "Pending," "Under Review," "Resolved," or "Closed."
3. Enable Admin Management: Allow administrators to manage and review grievances, update their status,
and resolve issues efficiently while ensuring the security of sensitive data.
4. Ensure Secure and Transparent Communication: Notify students and admins of updates regarding their
grievances, ensuring consistent communication and reducing manual follow-ups.
5. Data Security and Privacy: Include secure login mechanisms, encryption for sensitive data, and privacy
policies, ensuring that students' personal information is protected.
3.1.1 Target Audience:-
The Grievance Management System is specifically designed to serve students within an educational
institution. Its primary goal is to provide students with an easy, efficient, and secure platform for submitting
and tracking grievances related to academic issues, facilities, personal concerns, or any other challenges they
may face during their educational journey. The platform ensures that students have a direct and transparent
way of voicing their concerns, ensuring that their voices are heard by the administration. By offering features
like anonymous submission options, students can feel confident in reporting sensitive issues without fear of
retaliation. Additionally, the system's user-friendly interface makes it accessible to students of all technical
skill levels, allowing them to navigate through the grievance process seamlessly. Through this system,
students are empowered to take an active role in improving their campus environment by addressing issues
that directly affect their academic and personal experiences. The platform ensures a streamlined and
transparent communication channel between students and administration, promoting a fair and responsive
campus culture.
3.1.2 Job Listings and Job Search:-
The Grievance Management System provides students with a simple yet effective way to submit their
complaints, ensuring a smooth process from start to finish. Upon accessing the platform, students are

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presented with an intuitive submission form where they can choose from various grievance categories, such
as academic issues, facility problems, harassment, or general concerns. This categorization helps streamline
the complaint-handling process by directing the grievances to the appropriate department or authority for
review. Students are required to provide a detailed description of their issue, and they may also upload
relevant documents, such as screenshots or PDFs, to support their claims. To ensure the accuracy and
completeness of submissions, the system incorporates client-side validations, providing real-time feedback if
any required fields are missed or incorrectly filled.
For added confidentiality, an anonymous submission option is available, allowing students to report
issues without revealing their identity, particularly for sensitive concerns. The platform's categorization
feature ensures that each grievance is appropriately handled, speeding up the resolution process and
guaranteeing that students' concerns are addressed efficiently. By digitizing the grievance submission
process, the system removes the need for traditional paper-based methods, providing a more transparent,
quick, and reliable way for students to seek assistance.
3.1.3 Grievance Submission, Categorization, and Tracking:-
The grievance management system allows students to easily submit their complaints through an intuitive
online platform. Upon submission, each grievance is assigned a unique ID and categorized based on its
nature (e.g., academic, administrative, facility-related, etc.). This ensures that complaints are directed to the
appropriate department or personnel for resolution. Once a grievance is submitted, students can track its
progress through various stages, such as Pending, Under Review, Resolved, or Closed. The system allows
students to log in using their grievance ID or credentials to view the current status of their complaint,
ensuring complete transparency and real-time updates.
In addition to status updates, the system keeps a detailed activity log that records each action taken
on the grievance, including when it was received, when it was reviewed, and when any actions were initiated
or completed. This timeline helps students stay informed about the progress of their complaints and provides
insight into the administrative handling of the issue. Automated notifications are sent to students whenever
there is a change in status, ensuring that they do not miss any updates. The ability to track grievances in real-
time and receive instant alerts significantly enhances the user experience, offering peace of mind to students
as they monitor the resolution process.
3.1.4 Admin Dashboard, Complaint Resolution, and Communication:-
The Admin Dashboard is a central feature that empowers administrators to efficiently manage and resolve
grievances. Admins can view all grievances submitted by students, sort them by categories, and assign them
to the relevant departments or personnel based on the nature of the complaint. This functionality streamlines
the process of grievance resolution, as it ensures that each issue is addressed by the correct team. The system
also enables admins to update the status of grievances, move them through the various stages (Pending,
Under Review, Resolved, Closed), and document any actions taken in response to the complaint.

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Communication between students and admins is made easy through the platform, with built-in
messaging functionality that allows admins to request additional information from students or clarify any
issues that may arise during the investigation. Admins can also add notes or attach relevant documents to the
grievance record, ensuring that all information is centralized and easily accessible. This helps in creating a
16 where no detail is overlooked, and no grievance is
structured and efficient grievance management process,
left unresolved. Admins are able to manage a high volume of complaints effectively, improving the overall
administrative workflow.
3.1.5 Notification System, Feedback, and Data Security
The grievance management system incorporates an automated notification system that keeps students
informed throughout the grievance process. Whenever there is a change in the grievance status, students
receive timely alerts via email or in-platform notifications. For example, they are notified when their
grievance moves from "Pending" to "Under Review," or when it is marked as "Resolved." These
notifications ensure that students are always up-to-date with the progress of their complaints, preventing
them from needing to manually follow up with administrators. Additionally, the system can send reminders
to administrators if grievances are left unresolved for too long, which helps avoid unnecessary delays.
Once a grievance is resolved, students are encouraged to provide feedback on the resolution process.
This feedback can include a rating of their experience or specific comments regarding the effectiveness of
the resolution. The feedback system helps administrators assess the quality of the grievance handling process
and make improvements as needed. By actively collecting and analyzing feedback, the platform ensures that
the grievance management system continues to evolve and meet the expectations of students.
Security and privacy are top priorities for the grievance system. All personal information and
grievance data are securely stored, with encryption used to protect sensitive details from unauthorized access.
Only authorized personnel, such as designated administrators, have access to the grievance data, ensuring
strict data privacy and compliance with relevant regulations. This emphasis on security ensures that students
can submit complaints without concerns about their personal information being compromised, fostering trust
and confidence in the system.
3.2 Advantages
3.2.1 Real-Time Grievance Status Tracking:-
One of the core features that distinctly sets our Online Grievance Management System apart from traditional
or existing platforms is its real-time grievance status tracking. As soon as a grievance is submitted, students
have immediate access to a detailed, transparent view of its status. The system allows students to monitor
whether their grievance has been acknowledged, assigned to a specific individual or team, is under review, or
has been resolved. This is all displayed through an intuitive and user-friendly interface, making it easy for
students to understand the progress of their complaints at a glance.
This level of transparency is critical in building trust in the system. Often, in older systems, students
may face frustrating periods of uncertainty where they are unsure whether their complaint has been even
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received, much less addressed. Such ambiguity can lead to dissatisfaction and loss of confidence in the
grievance redressal process. By offering real-time updates, our platform eliminates these frustrations and
ensures students feel reassured that their concerns are being actively worked on. Additionally, the timeline
view of grievance progress provides a clear understanding of how long each stage of the resolution process
takes, which helps motivate both the administrators and the management to address grievances promptly and
efficiently. [Complaint Management Excellence]
Furthermore, this system allows students to be notified of any delays or developments throughout the
process. In comparison, many traditional grievance systems fail to notify students until a decision has been
made or the issue has been resolved, which can result in students feeling disconnected from the process.
With real-time grievance status tracking, students are empowered with the information they need to feel
heard, validated, and informed, ultimately fostering a more positive experience with the grievance
management system.
3.2.2 Enhanced Role-Based Access Control:-
Another standout feature of our Online Grievance Management System is the role-based access control
(RBAC). In our platform, users—whether they are admins, management members, or parents—are given
tailored access to grievance data based on their role and level of involvement in the grievance process. This
system ensures that sensitive and confidential information is only accessible to authorized personnel,
significantly improving both data security and privacy.
Admins, for example, have full access to modify user credentials, manage grievances, and oversee the
system’s entire operation. Meanwhile, management members have a more limited but essential level of
access, which enables them to review grievances, assign them to the appropriate staff, and ensure timely
resolutions. The system also allows students and, when appropriate, their parents, to monitor the status of
submitted grievances. However, access to detailed information is restricted based on the nature of the
grievance and the privacy preferences set by the institution.
This granular approach to access control enhances the workflow by ensuring that everyone involved
has the right level of visibility. It prevents unauthorized individuals from accessing sensitive information
while promoting accountability at every level of the grievance resolution process. Most traditional grievance
management systems lack this level of role-based differentiation, leading to potential security risks or
unauthorized access to personal data. By incorporating a robust and clear access control mechanism, our
platform ensures that every user sees only the information relevant to them, reducing the likelihood of
information leaks or mishandling of grievances.
3.2.3 Integration of Stakeholder Visibility:-
A significant and valuable advantage of our platform is the integration of stakeholder visibility, which plays
a pivotal role in ensuring a more transparent, inclusive, and accountable grievance management system.
Unlike many traditional grievance systems that limit visibility of grievance data to administrators or a single

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department, our system allows multiple stakeholders to be informed and actively engaged in the grievance
resolution process.
For instance, parents can be brought into the loop in cases where the grievance involves student
welfare or any sensitive issues that may require their awareness and involvement. By including parents in the
process, the system provides an added layer of support and involvement, ensuring that students’ concerns are
addressed comprehensively and with full consideration
18 of their well-being. Parents will receive real-time
updates on their child's grievance and can track the progress along with their child, thus fostering a sense of
collaboration and engagement from all parties involved.
Additionally, this visibility extends to various management tiers within the institution. Grievances are
not just shown to a single admin but are categorized and displayed to specific departments or managers who
are best suited to handle them. This ensures that relevant parties are engaged early on and that issues are
resolved by the appropriate authorities without unnecessary delays. This integration of stakeholders creates a
more robust and cohesive grievance management ecosystem, where everyone involved is kept up to date on
the status of the issue and can contribute to its resolution when necessary.
3.2.4 Automatic Report Generation and Analytics:-
Our automatic report generation and analytics feature adds a significant layer of operational efficiency to the
grievance management system. With this functionality, institutions can easily generate comprehensive
reports that capture a wide range of data related to grievances, such as the number and types of grievances
submitted, their resolution times, and the departments involved. These reports provide institutions with
powerful insights into the overall health of their grievance management processes and can be used for audits,
performance reviews, and continuous improvement efforts.
The reports are automatically generated based on real-time data, meaning that there is no need for
time-consuming manual data extraction or compilation. This eliminates the risk of human error and allows
administrators to focus their time on resolving grievances rather than spending it on administrative tasks.
Reports can be generated in a variety of formats—PDF, CSV, or Excel—making it easy for institutions to
analyze the data and use it for decision-making purposes.
Moreover, the platform’s built-in analytics tools allow institutions to track trends, identify recurring
issues, and evaluate the performance of staff and departments in resolving grievances. This data-driven
approach to grievance management enables institutions to make informed decisions on areas that require
improvement or adjustments, ensuring that the grievance redressal process continually evolves to meet the
needs of students and staff. Many traditional grievance systems lack such analytics capabilities, forcing
institutions to rely on outdated or incomplete data.
3.3 Features
3.3.1 User-Friendly Complaint Submission: -
The system offers a straightforward and user-friendly grievance submission form that is specifically designed
to make the process simple and accessible for students. The form provides a clear and structured interface
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where students can select the appropriate grievance category (such as academic issues, facility maintenance,
harassment, etc.) and input a detailed description of the issue they are facing. To make the complaint
submission more robust, students can also upload supporting documentation, including screenshots, PDFs, or
images that help clarify or strengthen their claim. This allows for a comprehensive view of the grievance,
ensuring that the administrators receive all relevant information needed to resolve the issue effectively.
Additionally, the form is equipped with client-side validation to prevent common errors. For instance, if any
required field is left blank or entered incorrectly, users receive immediate feedback, guiding them to fix the
issue before submitting their complaint. This built-in validation ensures that complaints are complete,
accurate, and actionable from the outset, reducing the likelihood of delays or misunderstandings.
3.3.2 Secure Admin Login Panel: -
The admin portal is equipped with a robust and secure login mechanism, designed to ensure that only
authorized users have access to the administrative functionalities. Every administrator is assigned a unique
username and password, which are securely stored in the system's database using advanced encryption
techniques (such as SHA-256 hashing). When an admin attempts to log in, the system verifies the entered
credentials against the stored records, ensuring that only valid users can proceed. Upon successful
authentication, a secure session is created for the admin, granting them access to the dashboard and relevant
features. To safeguard against potential security threats, the system includes session timeout and automatic
logout features, which ensure that the admin is logged out after a period of inactivity. This prevents
unauthorized users from gaining access to sensitive information if the admin leaves their session open or
unattended.
Additionally, to further strengthen the system’s security, all failed login attempts are logged and
monitored. If an administrator enters the wrong credentials multiple times, the system may trigger an account
lockout or initiate other protective measures to prevent brute force attacks.
3.3.3 Real-Time Grievance Status Tracking: -
Once a student submits a grievance, the platform begins tracking its progress through various stages, which
may include Pending, Under Review, Resolved, or Closed. These stages reflect the current status of the
complaint, allowing both students and administrators to easily monitor the grievance’s progress. As the
grievance is reviewed and acted upon by the administrative team, the status is updated accordingly to reflect
any changes or actions taken. For instance, when an administrator reviews the complaint, the status may
change from "Pending" to "Under Review," indicating that the issue is being actively addressed. Once the
issue is resolved, the status is updated to "Resolved," and when the grievance has been fully addressed and
no further action is required, it is marked as "Closed." This status tracking feature ensures that grievances are
not left unresolved and that students are kept informed throughout the process.

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To promote transparency and accountability, students can log into the platform using their credentials
or grievance ID to check the current status of their complaint at any time. They can also view updates made
by the administration, such as actions taken, responses given, and any resolutions proposed.
3.3.4 Admin Dashboard for Complaint Management: -
The admin dashboard serves as the central control hub for managing all submitted grievances. It displays a
sortable and searchable table of complaints, showing key details such as student ID, complaint category,
submission date, and current status. Admins can filter complaints by type, urgency, department, or resolution
stage to quickly locate and prioritize issues.
20 view, where the admin can add resolution notes,
Each complaint can be expanded into a detailed
change the status, assign the case to another staff member, or mark it as resolved. The dashboard improves
operational efficiency by organizing complaints in a user-friendly format. It also ensures no complaint is
overlooked and allows for quick response, especially in high-volume situations or during peak grievance
periods.
3.3.5 Username and Password Update for Admin:-
To maintain security and flexibility, the system allows administrators to change their username and password
directly from the admin panel. This is essential in cases where credentials may have been shared, forgotten,
or compromised. The process requires the admin to enter their current password for verification, followed by
the new username or password. Passwords are validated against complexity rules (minimum length, special
characters, etc.) to ensure strong security.
The backend updates the encrypted password in the database and logs the change for audit purposes.
This feature empowers administrators to manage their own access securely without needing technical support
and encourages regular password updates—a best practice in system administration.
3.3.6 Display of Management Members:-
A dedicated section is provided to display the list of management members involved in grievance redressal.
This includes full names, departments, roles (e.g., Dean of Student Affairs, Complaint Officer), and
optionally their email or contact numbers. This helps students and admins understand the hierarchy and know
who is responsible for addressing specific types of issues.
The management list can be updated by the admin, ensuring that any organizational changes are
quickly reflected on the site. This feature improves transparency and fosters a more trust-based relationship
between students and institutional authorities. It can also help in routing complaints to the correct department
or officer more efficiently.
3.3.7 Parent Information Access (Optional Feature):-
In institutions where parental involvement is necessary, the system includes the option to store and display
parent/guardian details for each student. This can include the parent’s name, phone number, and email
address. Such information becomes crucial in serious cases where the admin must contact the student's
guardian, such as behavioural issues, harassment cases, or academic disputes.
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The information is displayed only to authorized users, ensuring data privacy. Parent data can be
retrieved from the student’s profile or linked dynamically from the student registration database. This feature
supports smoother institutional communication and demonstrates a holistic approach to student well-being,
extending concern beyond the classroom.
3.3.8 Dynamic Report Generation:-
An essential administrative feature, the system supports automatic and manual generation of reports based on
the stored grievance data. These reports can include metrics such as the number of grievances received, types
of complaints, response time averages, resolved vs unresolved counts, and department-wise breakdowns.
21
Reports can be generated monthly, quarterly, or on demand.
Admins can export these reports in multiple formats—PDF for record-keeping, Excel for data analysis,
and even print formats for physical reviews. Visual aids such as bar graphs, pie charts, and timelines can be
integrated for better understanding. [Complaint Management Excellence]

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4. METHODOLOGY
4.1 Main module and sub modules
4.1.1 Admin Module:-
The Admin Module in the Online Grievance System acts as the primary control center for managing all
system operations. This module includes various functionalities such as Settings, which allow the admin to
configure and update system-wide preferences, including categories of grievances and grievance status types.
The Grievances section enables the admin to view all submitted grievances by parents, update their status,
assign them for resolution, and maintain historical records for each grievance. Through the Members sub-
module, the admin can manage internal staff or admin users with defined access roles. The Reports sub-
module provides the functionality to generate comprehensive analytical and summary reports for tracking
grievances based on their status, categories, or time frame. The Mail sub-module facilitates communication
between the admin and parents by allowing the sending of automated or manual email notifications related to
grievance status. The Parent sub-module allows the admin to access and manage parent user accounts, while
the Students sub-module provides the ability to view and maintain student profiles that are linked to each
parent, offering essential background information during grievance resolution.
4.1.2 Parent Module:-
The Parent Module is designed for the end-users—parents—to interact with the system in an intuitive and
user-friendly manner. It includes Parent Login, which enables existing users to securely log in to the system,
and Parent Register, which allows new users to sign up by providing relevant personal and contact
information. The Submit Grievance sub-module empowers parents to raise a new grievance by selecting
appropriate categories, entering a description, and attaching supporting documents if needed. The Track
Grievance sub-module provides functionality to view the status of submitted grievances in real-time,
ensuring transparency and clarity. Child Grievance displays a list of grievances submitted for the parent’s
children, along with details such as the grievance status and submission date. Finally, the module also
includes a Profile Card, which displays essential information about the parent such as name, email, contact
number, and linked student details, allowing easy reference throughout the grievance process.
4.2 DFD Level-0 Diagram
The DFD Level-0 diagram, also known as the context-level diagram, represents the high-level overview of
the Online Grievance System. It outlines the overall system as a single unified process and shows the
primary external entities that interact with it. The purpose of this diagram is to visualize how data flows
between the system and its users without diving into internal logic or sub processes. In the Online Grievance
System, the two key external entities are the Parent and the Admin. These stakeholders are directly involved
in the flow of information into and out of the system. The entire system is represented as a single process
named “Online Grievance System”, which handles all core operations such as grievance submission,

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tracking, user management, and report generation. The Parent initiates interaction with the system by
performing activities
such as registering or logging in, submitting grievances, and tracking the status of existing grievances.

Fig 4.1 DFD Level-0 Diagram

When a grievance is submitted, the system accepts the input, stores it in the Grievance Data store,
and assigns it a status which can later be modified based on action taken by the admin. The Admin acts as the
system controller, receiving and responding to grievances submitted by parents. The admin can access the
Grievance Data to view complaints, update their resolution status, and assign them to relevant members if
required. Additionally, the admin utilizes the User Data store to manage parent accounts and the Student
Data store to view associated student profiles that help contextualize the grievances. The Report Data store is
accessed by the admin to generate summary and status reports, which can be used for performance
evaluation and record-keeping.
All interactions between the system and external users involve the flow of structured data in both
directions. For example, when a grievance is submitted, the system acknowledges the submission and
provides feedback to the parent, such as a reference number and grievance status updates. Similarly, when an
admin updates a grievance status or resolves a case, notifications or emails may be triggered to inform the
parent. The DFD Level-0 does not display internal processes or data manipulation; rather, it emphasizes what
information flows between the system and its actors. It is a crucial starting point in understanding the
boundaries and scope of the system before proceeding to more detailed levels of the DFD. This high-level
view establishes a clear understanding of the role of each external entity and ensures that the fundamental
data flows are captured accurately, forming the foundation for more detailed system design and analysis in
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[Complaint
later stages of development. entities, enabling smooth operation of the grievance redressal process.
Management Excellence]

4.3 DFD Level-1 Diagram

The Data Flow Diagram (DFD) Level-1 illustrates the internal processes of an Online Grievance
Management System, showing how data moves between users, processes, and data stores.
There are three main external entities: Parent, Student, and Admin. Both parents and students interact
with the system by first performing Process 1.1: Register/Login, which verifies their credentials. Once
logged in, they can use Process 1.2: Submit Grievance to lodge complaints or concerns. These grievances are
sent to Process 1.4: Receive/Update Grievances, which is the central process responsible for managing the
lifecycle of a grievance.
Fig 4.2 DFD Level-1 Diagram

The submitted grievances are stored in the Grievance Data repository, while details of users and students are
saved in User Data and Student Data, respectively. Parents and students can also check the status of their
complaints through Process 1.3: Track Grievance Status, which retrieves updated grievance information from
the central system.
Admins interact primarily with Process 1.4 to manage and update the status of grievances. They also
use Process 1.5: Receive/Update, which allows them to further process complaints or reassign them as
necessary. The Admin is also responsible for using Process 1.6: Generate Reports, which pulls data from all
repositories and compiles useful analytics or summaries for institutional use. These reports are stored in
Report Data and can be used for review and improvement of grievance handling.
This DFD helps visualize how users and administrators interact with the system, and how various
data sets are processed and stored to ensure efficient grievance management.

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4.4 DFD Level-2 Diagram

Fig 4.3 DFD Level-2 Diagram

The Level-2 Data Flow Diagram (DFD) of the Online Grievance System offers a more detailed look at the
login and role-specific functionalities for both the Parent and the Admin. This level breaks down the internal
processes involved in registration, authentication, grievance submission, tracking, and administrative
management.
The process begins when a parent accesses the system either by registering or logging in. During
registration, the parent enters details such as name, email, mobile number, and password, which the system
stores securely in the User Data Store. If the parent is logging in, the entered credentials are validated against
the stored information in the User Data Store. Upon successful validation, the parent gains access to their
dashboard; otherwise, the system returns an error message indicating invalid login details.
After a successful login, the parent can interact with the system in two primary ways—by
submitting a grievance or by tracking the status of previously submitted grievances. When a grievance is
submitted, it is assigned a unique grievance ID, marked with the default status “Pending,” and stored in the
Grievance Data Store. The parent can also check the progress of their grievances by retrieving current status
information directly from the Grievance Data Store. This enhances transparency and keeps the parent
informed about the redressal process.
For the admin, the login process also begins with credential verification using the User Data Store.
Once authenticated, the admin gains access to a dedicated admin dashboard. From there, the admin can
perform several core tasks, including viewing grievances submitted by parents, updating their status, adding
resolution notes, or assigning them to relevant departments. These updates are reflected in real-time in the
Grievance Data Store.
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Additionally, the admin has the ability to view associated student profiles, which are fetched from
the Student Data Store. This allows better contextual understanding of the grievances. The admin also
utilizes the Report Data Store to generate various reports for monitoring system performance, complaint
statistics, and overall grievance handling efficiency.
This Level-2 diagram highlights the secure flow of data, the role-specific interactions, and the
structured management of grievances, helping ensure smooth operation and accountability within the Online
Grievance System.
4.5 Flow Chart – Admin Dashboard

Fig.4.5 Login and Sign-up

The Admin Panel in the Online Grievance Management System acts as the core operational interface for
administrators to manage and process complaints efficiently. It is a secure backend dashboard that allows
authorized users (Admins) to oversee all system activities, respond to grievances, and generate actionable
reports. As depicted in the flowchart, the Admin Panel is accessed after successful login authentication,
ensuring that only verified users can access sensitive data.
Once logged in, the admin is directed to the main dashboard where multiple functions are displayed.
The panel allows administrators to view all submitted grievances, sort them by status (pending, resolved, or
in-progress), and filter them based on complaint categories such as academic, hostel, staff, or infrastructure.
Each complaint includes user details, submission timestamp, and description for effective handling.

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Admins can update the status of a grievance after taking appropriate action or forwarding it to
relevant authorities. This update is reflected in the user portal, allowing transparency and communication
between the user and the institution. Additionally, the system provides the ability to delete invalid or
duplicate complaints to maintain data accuracy.

The panel also includes a report generation module, where the admin can generate monthly or
custom-date reports to analyze complaint trends and response times. These insights help improve
institutional accountability and service quality. Overall, the Admin Panel centralizes grievance data,
streamlines complaint resolution, and supports the institution in maintaining a responsive and transparent
grievance redressal mechanism.
4.6 Flow Chart – Parent Dashboard

Fig.4.7 Job Search and Internship

The Parent Module in the Online Grievance System is designed to allow parents to actively participate in
addressing concerns related to their child's academic or campus life. The process begins with parent
registration, where essential details such as name, contact information, and relationship to the student are
provided. Once the registration request is submitted, it is routed to the admin panel for approval. This ensures

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that only verified and authorized parents gain access to the system, maintaining the integrity and
confidentiality of the grievance process.
Upon admin approval, the parent receives login credentials and gains access to the platform. After
logging in, parents are presented with a user-friendly dashboard. From here, they can submit grievances
regarding their child’s issues, including academic challenges, safety concerns, disciplinary matters, or
facility-related problems. The system allows them to attach supporting documents for clarity.
In addition to lodging grievances, the module enables parents to track the status of their complaints in
real-time. They can view updates such as whether the grievance is pending, under review, or resolved.
Furthermore, the module offers a feature to monitor their child's grievance history, providing complete
visibility and promoting accountability. [Complaint Management Excellence]
This module strengthens parent-institution communication, fosters transparency, and ensures that
concerns are addressed promptly and respectfully, enhancing the overall student support framework.
4.7 Use Case Diagram

Fig. 4.8 Use Case Diagram

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The diagram is a use case diagram that illustrates the core functionalities of the Online Grievance
Management System, mapping out structured interactions between the system and its three primary actors:
Student, Admin, and Principal/HOD. The diagram is designed to show how each actor interacts with the
system to complete tasks related to grievance submission, management, and resolution, supporting a
transparent and efficient digital redressal process.
The Student actor initiates interaction with the system through the Register/Login use case. This
function allows new students to register with their academic and personal credentials, while returning users
can log in. This process includes User Validation, ensuring only approved individuals gain access to the
platform. Once authenticated, the student can proceed to the Submit Complaint use case, where grievances
related to academics, facilities, misconduct, or any other institutional concern can be formally filed. Students
can also attach supporting documents such as images or PDFs to help clarify the issue.
After a complaint is submitted, students can use the View Complaint Status feature to monitor the
progress of their grievance. The system provides real-time updates as the complaint progresses through
various stages like “Pending,” “In Review,” “Resolved,” or “Closed.” This functionality enhances
transparency and accountability. To ensure data privacy and secure usage, students end their session using
the Logout use case.
The Admin actor plays a central role in managing the backend of the system. After securely accessing
the portal via the Login use case, the admin can view all active and archived complaints through the View
Complaints functionality. Admins are also responsible for processing these complaints via the Forward
Complaint use case, where grievances are assigned to relevant departments or escalated to higher authorities
like the Principal or HOD.
Admins also utilize the Update Complaint Status use case to modify the status of complaints as they
move through the resolution pipeline. In addition to handling complaints, admins are tasked with validating
and Accepting Requests from newly registered parents or students, ensuring only verified users can access
the platform. Admin operations conclude with the Logout use case, which terminates their session securely.
The Principal or HOD actor handles escalated grievances. Once logged in using the Login use case,
they can review forwarded grievances through the View Complaints functionality. After evaluating the
details, they perform the Take Action use case—this could involve investigation, decision-making, or
assigning disciplinary action. Once resolved, the issue is finalized using the Close Complaint feature, and the
Principal/HOD logs out via the Logout use case.
This diagram effectively demonstrates the streamlined and role-specific workflows that promote a
user-friendly, transparent, and accountable grievance management environment in academic institutions.

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4.8 Planned Resources

1. Compatible Computer System
To develop and run the Online Grievance System smoothly, a modern and compatible computer system is
essential. This includes systems equipped with updated operating systems (such as Windows 10/11, macOS,
or Linux), reliable internet connectivity, and updated web browsers like Google Chrome, Firefox, or Edge.
Development tools like a code editor (e.g., Visual Studio Code), local server environment (e.g.,
XAMPP/WAMP), and database management tools are also required. These resources support efficient
coding, testing, and deployment.
1. Programming Language – HTML, CSS, JavaScript, PHP
2. Database – MySQL
4.9.1 HTML (Frontend Markup Language)
HTML (HyperText Markup Language) is the foundational markup language used for structuring content on
the web. In this project, HTML is used to design all pages of the grievance portal including login forms,
registration forms, dashboards, complaint submission pages, and report displays. HTML allows for semantic
structure and plays a crucial role in ensuring that the content is organized logically. Forms designed in
HTML also support client-server communication through PHP, making it essential for user interaction.
4.9.2 CSS (Styling Language)
CSS (Cascading Style Sheets) is used to beautify and design the layout of the HTML elements. It ensures the
interface is visually appealing and responsive across different devices such as mobiles, tablets, and desktops.
CSS is used for defining styles such as background colors, typography, grid layouts, flex containers, hover
effects, and transitions. In the grievance system, CSS enhances usability by providing a clean and intuitive
design for both students and administrators, ensuring ease of navigation and readability.
4.9.3 JavaScript (Client-Side Scripting Language)
JavaScript plays a key role in adding interactivity and client-side logic to the grievance system. It is used for
real-time validations on login and complaint submission forms, dynamic content display, and asynchronous
data fetching (AJAX) for updating complaint status without page reloads. JavaScript enables interactive
features such as drop-down menus, modal windows, alerts, and form field validations that improve user
experience. With JavaScript, the platform behaves more like a modern, responsive web application.

4.9.4 PHP (Server-Side Scripting Language)

PHP (Hypertext Preprocessor) is a widely-used open-source backend scripting language, ideal for handling
the server-side logic of the grievance system. PHP is responsible for processing data from HTML forms,
managing sessions, interacting with the MySQL database, and executing server-side conditions. It is used to
handle core operations like user authentication (login/logout), storing and retrieving grievances, assigning
complaints to specific departments, and generating status updates and reports. PHP ensures smooth
interaction between the frontend interface and the backend database securely and efficiently.

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4.9.5 MySQL (Relational Database Management System)

MySQL is an open-source relational database system that stores all structured data of the grievance portal,
including user credentials, parent/student records, grievance details, response timelines, and admin feedback.
It supports indexing, foreign keys, and relational tables, which makes it ideal for organizing large amounts of
data efficiently. MySQL provides strong data security, fast query performance, and scalability. It works in
seamless integration with PHP for CRUD (Create, Read, Update, and Delete) operations throughout the
grievance lifecycle.

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5. DETAILS OF WORKING
5.1 Team structure
Team work in the work plant is an important factor for project success. Team work is important
because it creates human energy. It amplifies the results of each member of your team such that the
overall results is greater than the individual contribution made by each member.

Work Done
Member Name

1.Apsingekar Rushikesh Bipin Main Project Module Designing and

2.Varma Om Rajkumar
Coading .

1.Apsingekar Rushikesh Bipin Project Report Writing and Database

2.Varma Om Rajkumar
Designing

1.Apsingekar Rushikesh Bipin Project Report Writing and Testing

2.Varma Om Rajkumar

1.Apsingekar Rushikesh Bipin Project Interface Designing

2.Varma Om Rajkumar

1.Apsingekar Rushikesh Bipin Project Code Implementation.

2.Varma Om Rajkumar

Above table shows the team structure of our team for developing this project .Different types of work
have been done by different team member.

5.2 Development schedule and milestone

Development of the project should have been done by predefined schedule. Because success of the
project depending upon the planning and scheduling of various work task.
Following tasks are performed by us to complete this project.
1. Requirement Gathering
2. Feasibility Study
3. Planning
4. Estimation
5. Scheduling
6. Requirement Analysis
7. Design
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8. Database Design
9. Coding
10. Testing
11. Report Writing
12. Deployment and Submission
5.2.1 Development tools:
We require software and hardware for developing the project. Coding and Designing of the software
is done by development tools. We used following Development tools for developing the project.
Sr,No. Development Tool Specification

1. Computer system Processor Intel Core i5,RA8GB,1TBHDD

2. Operating System Windows 11

3. VS Code VS Code 2025

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6. DETAILS OF DESIGN
6.1 Result

Fig 6.1 Home Page (Interface 1)

Fig.6.2 Home Page (Interface2)

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Fig.6.3 Admin Dashboard

Fig.6.4 Admin Grievances

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Fig. 6.5 Members List

Fig. 6.6 Email

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Fig. 6.7 parent login

Fig. 6.8 Parent Registration

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6.2 Coding
6.2.1 Home page (home.php) <?php
// Start the session at the very beginning
session_start();

// Database connection
$conn = new mysqli("localhost", "root", "", "onlinegrievancesystem");

// Check connection
if ($conn->connect_error) {
die("Connection failed: " . $conn->connect_error);
}

// Handle parent login

if ($_SERVER["REQUEST_METHOD"] == "POST" && isset($_POST["parentLogin"])) {
$email = mysqli_real_escape_string($conn, $_POST["email"]);
$password = $_POST["password"]; // Don't escape the password before hash verification

// First check if the email exists

$checkEmail = "SELECT * FROM parent_users WHERE email = '$email'";
$emailResult = $conn->query($checkEmail);

if ($emailResult->num_rows > 0) {
// Email exists, get the stored hashed password
$user = $emailResult->fetch_assoc();
$hashedPassword = $user["password"];

// Verify the password

if (password_verify($password, $hashedPassword)) {
// Password is correct, login successful
$_SESSION["parent_id"] = $user["id"];
$_SESSION["parent_email"] = $user["email"];

// Redirect to parent dashboard

echo "<script>window.location.href = 'parent.php';</script>";
} else {

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// Password is incorrect
$loginError = "Incorrect password! Please try again.";
}
} else {
// Email not found in database
$loginError = "You are not registered! Please register first.";
}
}

// Handle admin login

if ($_SERVER["REQUEST_METHOD"] == "POST" && isset($_POST["adminLogin"])) {
$username = mysqli_real_escape_string($conn, $_POST["username"]);
$password = mysqli_real_escape_string($conn, $_POST["password"]);

// For now, we'll just redirect to admin.html without checking credentials

// In a real application, you would verify admin credentials here
echo "<script>window.location.href = 'admin.html';</script>";
}
?>
<!DOCTYPE html>
<html lang="en">
<head>
<meta charset="UTF-8">
<meta http-equiv="X-UA-Compatible" content="IE=edge">
<meta name="viewport" content="width=device-width, initial-scale=1.0">
<title>Grievance Portal</title>
<link rel="stylesheet" href="home.css">
<style>
/* Login Modal Styles - Adding inline to ensure they're applied */
.login {
display: none;
position: fixed;
top: 0;
left: 0;
width: 100%;
height: 100%;
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background-color: rgba(0, 0, 0, 0.7);

justify-content: center;
align-items: center;
z-index: 1000;
}

.login-box {
background: linear-gradient(to right, #f8f8f8, #d6e7a3);
border-radius: 10px;
box-shadow: 0 4px 8px rgba(0, 0, 0, 0.5);
padding: 25px;
width: 350px;
max-width: 90%;
}

.login-box h2 {
color: #cc0000;
text-align: center;
margin-bottom: 20px;
font-weight: bold;
font-size: 1.8rem;
}

.login-box label {
display: block;
font-weight: 500;
margin-bottom: 8px;
color: #333;
}

.login-box input {
width: 100%;
padding: 12px;
margin-bottom: 20px;
border: 1px solid #ccc;
border-radius: 8px;
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font-size: 16px;
box-sizing: border-box;
}

.login-box button {
position: relative;
overflow: hidden;
background-color: #d6e7a3;
color: black;
padding: 10px 20px;
text-decoration: none;
border-radius: 10px;
font-size: 1rem;
transition: background-color 0.3s ease, color 0.3s ease, transform 0.2s ease;
margin: 15px 10px;
border: none;
cursor: pointer;
box-shadow: 0px 4px 6px rgba(0, 0, 0, 0.1);
}

.login-box button::before {
content: "";
position: absolute;
top: 0;
left: -100%;
width: 100%;
height: 100%;
background: linear-gradient(45deg, rgba(255, 255, 255, 0.5), transparent);
transform: skewX(45deg);
transition: transform 0.4s ease-in-out, left 0.4s ease-in-out;
}

.login-box button:hover::before {
left: 100%;
}

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.login-box button:hover {
background-color: #cde77d;
color: black;
transform: scale(1.05);
}

.login-box p {
text-align: center;
margin-top: 15px;
font-size: 14px;
}

.login-box a {
color: #cc0000;
text-decoration: none;
font-weight: bold;
}

.login-box a:hover {
text-decoration: underline;
}

.error-message {
background-color: #ffeeee;
color: #cc0000;
padding: 10px;
border-radius: 5px;
margin-bottom: 15px;
text-align: center;
border-left: 4px solid #cc0000;
}
</style>
</head>
<body>

<header class="header">
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<div class="logo">
<img src="logo.jpg" alt="CSMSS Logo">
</div>
<div class="header-content">
<h2>Chhatrapati Shahu Maharaj Shikshan Sanstha's</h2>
<h1>COLLEGE OF POLYTECHNIC</h1>
<p>Kanchanwadi, Paithan Road, Chhatrapati Sambhajinagar, Maharashtra, India - 431011</p>
<p>[Approved by AICTE & DTE (Govt. of Maharashtra), Affiliated to MSBTE Mumbai.]</p>
</div>
<div class="codes">
<p>DTE Code: 2176</p>
<p>MSBTE Code: 1152</p>
</div>
</header>

<div class="main">
<div class="upper">
<h2>Welcome to Grievance Portal</h2>
<p style="margin-bottom: 3vh;">Your voice, our commitment</p>
<div class="buttons">
<a href="student_login.html"><button>Student Login</button></a>
<a href="parent_login.php"><button>Parent Login</button></a>
<a href="manlog.php"><button>Member Login</button></a>
<button onclick="openAdminLogin()">Admin Login</button>
</div>
</div>

<div class="cardContainer">
<div class="card">
<h2>Easy Submission</h2>
<p>Submit grievances in just a few clicks.</p>
</div>
<div class="card">
<h2>Track your Issue</h2>
<p>Get updates on the status of your grievance.</p>
</div>
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<div class="card">
<h2>Real Time Notification</h2>
<p>Stay informed with real-time updates.</p>
</div>
</div>

<div class="cardContainer">
<div class="card">
<h2>24/7 Accessibility</h2>
<p>Submit grievance anytime, anywhere.</p>
</div>
<div class="card">
<h2>Anonymous Submission</h2>
<p>Your privacy matters to us.</p>
</div>
<div class="card">
<h2>Multilingual Support</h2>
<p>Cater to diverse users to eliminate language barriers.</p>
</div>
</div>
</div>

<!-- Parent Login Popup -->

<div class="login" id="parentLogin">
<div class="login-box">
<h2>Parent Login</h2>
<form method="POST">
<?php if(isset($loginError) && isset($_POST["parentLogin"])) { ?>
<div class="error-message">
<?php echo $loginError; ?>
</div>
<?php } ?>

<label for="email">Username:</label>
<input type="email" id="email" name="email" placeholder="Enter your email" required>

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<label for="password">Password:</label>
<input type="password" id="password" name="password" placeholder="Enter your password"
required>

<div style="display: flex; justify-content: center;">

<button type="submit" name="parentLogin">Login</button>
<button type="button" onclick="closeParentLogin()">Cancel</button>
</div>

<p>New User? <a href="parent_registration.php">Register here</a></p>

</form>
</div>
</div>

<!-- Admin Login Form -->

<div class="login" id="adminLogin">
<div class="login-box">
<h2>Admin Login</h2>
<form method="POST">
<label for="admin_username">Username:</label>
<input type="text" id="admin_username" name="username" placeholder="Username" required>

<label for="admin_password">Password:</label>
<input type="password" id="admin_password" name="password" placeholder="Password"
required>

<div style="display: flex; justify-content: center;">

<button type="submit" name="adminLogin">Login</button>
<button type="button" onclick="closeAdminLogin()">Cancel</button>
</div>
</form>
</div>
</div>

<div class="footing-container">
<h2 class="footing-title">Important Links</h2><hr width="90%">
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<div class="footing">
<a href="https://msbte.ac.in/" target="_blank"><img src="Resources/msbte.jpg" alt=""></a>
<a href="https://dtemaharashtra.gov.in/" target="_blank"><img src="Resources/dte.jpg" alt=""></a>
<a href="https://www.aicte-india.org/" target="_blank"><img src="Resources/aicte.png" alt=""></a>
<a href="https://www.india.gov.in/" target="_blank"><img src="Resources/india.gov.in.png"
alt=""></a>
<a href="https://www.education.gov.in/" target="_blank"><img src="Resources/mhrd.jpg"
alt=""></a>
<a href="https://www.maharashtra.gov.in/" target="_blank"><img
src="Resources/maharastra.gov.in.png" alt=""></a>
<a href="https://hte.rajasthan.gov.in/" target="_blank"><img src="Resources/htedu.png" alt=""></a>
<a href="https://mahadbt.maharashtra.gov.in/" target="_blank"><img
src="Resources/mahaeschol.jpg" alt=""></a>
</div>
<footer>
<span>&copy; CSMSS POLY Grievance Portal. All Rights Reserved</span>
<ul>
<li>Privacy Policy</li>
<li>Terms of Service</li>
</ul>
</footer>
</div>

<script>
function openParentLogin() {
document.getElementById("parentLogin").style.display = "flex";
}

function closeParentLogin() {
document.getElementById("parentLogin").style.display = "none";
}

function openAdminLogin() {
document.getElementById("adminLogin").style.display = "flex";
}

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function closeAdminLogin() {
document.getElementById("adminLogin").style.display = "none";
}

// This ensures the login modal stays open if there was an error
<?php if(isset($loginError) && isset($_POST["parentLogin"])) { ?>
document.addEventListener("DOMContentLoaded", function() {
openParentLogin();
});
<?php } ?>
</script>
</body>
</html>

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7. CONCLUSION AND FUTURE SCOPE

7.1 Conclusion
The Online Grievance Management System is a robust and modern solution designed to streamline the
process of addressing student grievances in educational institutions. By integrating features such as real-time
status tracking, role-based access control, stakeholder visibility, and automated report generation, the system
offers a comprehensive approach to grievance handling that is both transparent and efficient.
Unlike traditional methods where complaints often go untracked or unresolved due to lack of
communication and accountability, this platform ensures that every grievance is documented, categorized,
and monitored until resolution. It empowers students by giving them a voice and ensures that their concerns
are taken seriously at every stage. Furthermore, the inclusion of parents and management in specific cases
promotes a collaborative approach to resolving issues, ultimately creating a more supportive and responsive
academic environment.
With its user-friendly interface, strong security measures, and powerful backend functionality, the
system not only reduces administrative workload but also helps institutions maintain a high standard of
student welfare and institutional transparency. In conclusion, the Online Grievance Management System is
not just a technical tool—it is a step forward in building a more open, responsive, and student-centric
education system.

7.2 Future scope

As technology continues to evolve, the Online Grievance Management System has significant potential for
future enhancement. One of the most promising directions is the integration of Artificial Intelligence (AI)
and Machine Learning (ML). These technologies can be used to automatically categorize grievances, predict
resolution timeframes, and even detect patterns in recurring complaints, helping institutions proactively
address common issues.
AI can further assist by analyzing student feedback to suggest preventive measures or recommend
improvements in institutional policies. Natural Language Processing (NLP) can be implemented to allow
students to submit grievances in plain language, which the system can then interpret and classify
appropriately.
Moreover, future versions of the system could include chatbot support to guide users through the
grievance submission process, provide instant updates, and answer frequently asked questions—reducing the
load on administrative staff.

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8. REFERENCES
Books
 "Complaint Management Excellence" by Sarah Cook
 "Service Management: Operations, Strategy, and Information Technology" by James A.
Fitzsimmons & Mona J. Fitzsimmons
 "Information Systems for Managers" by Gabriele Piccoli
 "Designing User Experience" by David Benyon

Resources Available on Browser

 www.ugc.ac.in
 www.aicte-india.org
 https://www.nationalstudentsurvey.com
 www.stackoverflow.com
 https://developer.mozilla.org/

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