Report Box (Complaint Management Application)

Abstract

In the era of rapid urbanization, effective management of citizen grievances has become crucial for ensuring responsive governance and sustainable development, particularly in a developing country like India. Municipal authorities frequently encounter a growing number of complaints related to sanitation, water supply, damaged roads, and public infrastructure, while traditional complaint handling methods based on manual records and in-person visits often lead to inefficiencies, delays, and lack of transparency. To address these challenges, the proposed system, ReportBox – A Complaint Management System (CMS), offers a mobile-based digital solution that streamlines the entire grievance redressal process. Built using React Native for cross-platform accessibility and supported by a Node.js backend with MongoDB, the system enables citizens to securely register complaints with GPS-tagged locations and image evidence and track their status in real time. Field workers receive automated task assignments and update progress with proof of resolution, while administrators manage operations through a centralized dashboard for monitoring, analytics, and decision-making. By automating the complete complaint lifecycle, ReportBox enhances efficiency, transparency, and communication, ultimately improving service delivery, increasing citizen satisfaction, and strengthening public trust in governance.

Introduction

The text highlights the inefficiencies of traditional complaint handling systems in urban governance, where manual processes, lack of transparency, and delayed responses lead to poor service delivery and citizen dissatisfaction. Existing systems often focus only on complaint submission or feedback but lack real-time tracking, accountability, and integrated management.

To address these issues, the proposed Complaint Management System (CMS) is a mobile-based platform designed to streamline the entire complaint lifecycle. Built using modern technologies like React Native, Node.js, and MongoDB, it enables citizens to register complaints with GPS locations and images, track their status in real time, and provide feedback.

The system follows a role-based approach:

• Citizens can submit and monitor complaints.
• Field workers receive assigned tasks, update progress, and upload proof of resolution.
• Administrators manage complaints through a centralized dashboard, assign tasks, and analyze trends.

By automating processes, enabling real-time updates, and improving communication, CMS enhances transparency, accountability, and efficiency. Overall, it provides a scalable and user-friendly solution that improves grievance redressal and supports better urban governance.

Conclusion

The Complaint Management System provides a digital and efficient approach to municipal grievance redressal. It enables citizens to register complaints with image evidence and GPS location, while role-based access allows administrators and field workers to manage and resolve issues effectively. The system improves transparency, reduces resolution time, and enhances citizen satisfaction.

References

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Copyright

Copyright © 2026 Ram Krishna Verma, Piyush Wani, Sahil Vaidya, Rushikesh Suwasar, Om Mohature, Om Nilatkar. This 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.