1. Complaint Management System

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

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

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

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

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

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

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

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

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