Authors : Anshul Maurya; Amit Gupta; Aashutosh Singh; Ayush; Parag Rastogi

Volume/Issue : Volume 11 - 2026, Issue 4 - April

Google Scholar : https://tinyurl.com/yutm7k6w

Scribd : https://tinyurl.com/yc8hc4zt

DOI : https://doi.org/10.38124/ijisrt/26apr2017

Note : A published paper may take 4-5 working days from the publication date to appear in PlumX Metrics, Semantic Scholar, and ResearchGate.

Abstract : The mitigation of administrative bottlenecks in academic environments necessitates dedicated, rule-based technological interventions. This study details the architecture and deployment of a bespoke Web-Based Complaint Management System (CMS), engineered specifically to enforce accountability through a rigid 7-day resolution timeline and automated hierarchical escalation. Unlike conventional platforms that permit arbitrary ticket closure by administrators, this system introduces an immutable One-Time Password (OTP) verification matrix, transferring the final approval authority directly to the aggrieved user. The platform's security is anchored by a 'Secret Reference Key' requirement during the initial multi-role (Student, Employee, Admin) registration phase. Furthermore, the integration of personalized data grids—featuring dynamic 'Remaining Day' countdowns, smart categorical filters, and granular status tracking—transforms the grievance redressal pipeline into a fast, transparent, and secure operational framework

Keywords : Complaint Management System, Educational Institution, Grievance Redressal, OTP Verification, Web Application.

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