Copyright © 2026 Authors retain the copyright of this article. This article is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

@article{202730,
        author = {NIKHIL SURESH PATIL and Om Mhetre and Rishith Murari and Shreehari Bote and Moreshwar Thalkari},
        title = {A Web-Based Digital Complaint Management System for Educational Institutions},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {12},
        pages = {8776-8780},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=202730},
        abstract = {Student-related complaint handling has always remained a challenge in academic organizations because the traditional method of complaint resolution using written complaints, oral complaints, and emails without any organization cannot fulfill the demands of the organizational environment in terms of providing transparency and auditability of the complaint process. This paper discusses the implementation and design of Digital Complaint Management System (DCMS) as a solution in this regard, where it is noteworthy that DCMS was actually implemented at AISSMS Institute of Information Technology, Pune. In this paper, we have discussed how the system utilizes Client-Server architecture where presentation layer of this software is developed using HTML5/CSS3/JavaScript technologies while its business logic layer/APIs are managed through the use of Node.js and Express.js server. As far as category wise breakup of complaints in DCMS is concerned, there are two broad categories named "Academic" and "Non-academic", and each of them has three sub-categories. The system works on role differentiation-based authentication approach where it provides differentiated access rights to the students, sub-category level administrator, and the domain master administrator respectively. Every accepted complaint is provided with a unique alphanumeric code, which can be used for making status inquiries in the public interface. Pilot tests ensure proper routing, correct access controls, and adequate performance levels. Limitations of security in the existing prototype, proposed improvements such as intelligent sorting of complaints via machine learning, and the production implementation plan are covered in the later sections.},
        keywords = {grievance redressal system, institutional web application, role-based access control, RESTful API, Node.js, Express.js, MySQL, complaint tracking, educational administration.},
        month = {May},
        }