A Web-Based Grievance Management System for Efficient Complaint Redressal and Transparency

Abstract

The Grievance Management System is a web-based application developed using the Python Flask framework to efficiently manage and resolve user complaints. The system provides a centralized platform where users can register, log in, submit grievances, and track their status. It includes role-based modules such as User, Department, and Admin to ensure structured handling of complaints. Departments can update grievance progress, while the Admin monitors overall system activities and manages users and departments. The system improves transparency, reduces manual effort, and ensures faster and more organized grievance resolution.

Introduction

The text describes a web-based Grievance Management System designed to improve the handling of civic complaints such as sanitation, water supply, and infrastructure issues, which are traditionally managed through slow, manual, and non-transparent processes.

It highlights that existing methods struggle with increasing complaint volumes due to urbanization, leading to delays, poor tracking, and low accountability. To solve this, the proposed system introduces a digital platform using Flask, MySQL, HTML, CSS, and Jinja2 that enables citizens to easily submit grievances, track their status in real time, and communicate efficiently with authorities.

The system follows a three-tier architecture (frontend, backend, database) and is organized into three main modules:

• User Module: Allows citizens to register, submit complaints, and track progress.
• Department Module: Enables departments to view assigned issues and update resolutions.
• Admin Module: Provides full control over users, departments, and system monitoring.

The literature review shows that while earlier solutions like mobile apps, IoT systems, and web platforms improve civic engagement, they still face issues such as scalability, adoption, security, and lack of long-term effectiveness.

Conclusion

The Grievance Management System provides an efficient and reliable solution for handling complaints in a structured and transparent manner. The system successfully integrates user, department, and admin functionalities to ensure smooth grievance submission, tracking, and resolution. By using a web-based platform developed with Flask and MySQL, the system reduces manual effort, improves response time, and enhances accountability. The implementation of this system demonstrates its effectiveness in managing grievances with better organization and real-time updates. Overall, the proposed system offers a scalable and user-friendly approach that can be adopted by organizations to improve their grievance handling process and service quality.

References

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Copyright

Copyright © 2026 U. V. Nikam, Shrijeet R. Hiwase, Rhutika M. Bodkhe , Prachiti P. Makode , Aditi M. Jayade . 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.