The Complaint Management System is a web-based application developed to efficiently handle customer complaints and feedback. It provides a streamlined process for submitting, tracking, and resolving complaints, ensuring high customer satisfaction.

• User Registration and Authentication:
  • Allow users to register accounts and log in securely.
• Complaint Submission:
  • Provide an intuitive interface for users to submit complaints, including necessary details and attachments.
• Ticketing System:
  • Assign unique ticket IDs to each complaint for tracking purposes.
  • Implement a status system (pending, in progress, resolved) for each ticket.
• Notification System:
  • Send automated email notifications to users upon complaint submission, updates, and resolution.
• Internal Workflow:
  • Assign and escalate complaints to appropriate staff members based on categories and priority levels.
• Reporting and Analytics:
  • Generate reports on complaint trends, resolution times, and customer feedback.
• User Feedback:
  • Allow customers to provide feedback on the resolution process.
• Security:
  • Ensure data encryption and implement access control measures to protect customer information.

• Node.js and npm installed.
• MongoDB database set up.
• Email service provider configured for notifications.

1. Clone the repository: git clone <repository-url>
2. Install dependencies: npm install
3. Configure environment variables for database connection and email service.
4. Start the application: npm start

1. Access the registration page.
2. Fill out the registration form with required details.
3. Verify your email address to activate your account.

1. Log in to your account.
2. Navigate to "Submit a Complaint."
3. Fill out the complaint form with detailed information.
4. Submit the complaint and receive a unique ticket ID.

1. Log in to your account.
2. Go to "My Tickets" to view complaint statuses.
3. Track the progress of each complaint using the assigned ticket ID.

1. Staff members receive complaints and assign priority levels.
2. Work on resolving the complaint and update the status accordingly.
3. Notify the user upon resolution.
4. Users can provide feedback on the resolution process.

• Add, edit, or delete user accounts.
• Assign roles and permissions to staff members.

• Assign complaints to staff members based on categories and workload.
• Implement escalation rules for unresolved complaints.

• Generate reports on complaint types, resolution times, and user feedback.
• Monitor real-time dashboards displaying complaint trends.

• Use encryption for sensitive data transmission.
• Implement role-based access control to restrict system access.