ABSTRACT

Student satisfaction is a major concern for any educational institute. However, many a
time the students fail to express their concerns & issues or fail to reach out for proper
support from the organization. Neither is there any system to address the conflicts or
issues faced by the students.

This eventually leads to students‘ dissatisfaction. Hence, to maintain the dignity of the
college or institute by ensuring a conflict-free atmosphere by promoting good student-
teacher relationships we have developed a Student Grievance System that will address
the students‘ issues & grievances. The students can lodge their complaints through
this system which will be redressed by the institute. This python-based student
grievance cell will also look into matters of harassment thus creating a protective
environment for students.

Therefore, a need for a system that could detect student‘s problems and provide them
with suitable feedback is raised. Also, this paper describes the Complaint
Management System oriented by Web-application which will be used by students in
order to make complaints about their dissatisfaction on provided services. This system
will be able to handle complaints by recording and giving feedback for each raised
complaint. Results of the study can be a good reference to find out users‘ needs from
e-complaint and the handling process of this complaint in the body of any
organizations.

VI
GRIEVANCE MANAGEMENT SYSTEM INTRODUCTION

CHAPTER 1

INTRODUCTION
1.1 Background of the Study
Academic growth can be of various concerns in an academic environment to promote
social and functioning educational system. For an effective educational system to take
place there are some issues in an academic environment that should be properly
addressed, take for instance issue of complaints management system in the university.
This issue had created a lot of problems for an academic growth in the various aspects
of the educational system. To support this approach, this project identifies a range of
options that can be used to manage and resolve Academic complaints. This includes,
where the opportunity presents itself, the need for an administrator to make every
effort to resolve potential or actual academic complaints as informally as possible in
the first instance.

Handling complaints often involve first, to listen and understand, empathize, offer a
solution, execute the solution and then follow up. Dogan and Wilkinson (2016)
defined complaint as any expression of dissatisfaction about services(s) or about any
professional conduct. it prompts more prominent clarity and consistency of executive
activities to determine the protests. Design and implementation of online complaint
management system is to maintain an effective, timely, and equitable complaint
handling system which is easily accessible and offered to complainants (students) at
no charge. This project defines the policy and steps for handling and resolving
complaints and also to appeal for an un-favored situation and for this process to take
place there must be automation of the system that will handle the complaints process
and appeal method of registration. Automation can be defined as the aspects involved
in using a computer system for the tasks or process such as circulation,
implementation etc. In relation to the above preposition by Marcus, it is possible for
the design and implementation of an online complaint management system to yield
substantial benefits for the users (Marcus, 2000).

The key to building lasting customer relationships is to create superior value and
satisfaction of the customers which can be achieved through effective customer
complaint management system. Every cooperate must make complaint management
system is one of the key strategies needed if they must succeed in their businesses
.The significance of customer complaint management system in the performance of
corporate organizations cannot be overstressed. Customer complaints are inevitable in
any corporate organization; no matter how good such an organization may be. Some
complaints serve as a feedback mechanism for corporate organizations. Customers of
such organizations may want to express their feelings and impressions on the quality
of the product or service produced by the organization. Some complaints tend to relay
a message on the taste and preference of the customers. Customers‘ complaints

DEPT OF CSE BGSP 1 2021-22

GRIEVANCE MANAGEMENT SYSTEM INTRODUCTION

become useful when such complaints attract quick and effective response from the
organization. Corporate organizations are expected to hold their customers in high
esteem since the customers are the lifeblood of any corporate organization.

Online student complaint management system is a web-based application that was

designed to make the process of resolving complaints made by students in the
university environment easy. Using the software, the university management would
be able to maintain an effective, timely, and equitable complaints handling system
that is easily accessible by the students.

1.2 Customer Complaints Management (CCM)

In spite of the merits associated with the student complaint management, several firms
in India do not pay attention to customers complaints hence, customers are usually left
alone to ―lick their wounds‖ whenever there is a problem with the product they
bought or services rendered to them. As a result of this, several firms in the country
have lost their customers. This affects profitability and survival of such firms. Several
firms in India have collapsed as a result of this unfortunate situation.

Coupled with the foregoing, the use of information technology to manage customers‘
complaints in India is at its infancy stage. Majority of the business organizations in
the country use archaic or primitive methods to manage customers‘ complaints. It is
only few companies that use information technology or software to manage their
customers. This has negatively affected the performance of such erring corporate
organizations. There is evidently a wide gap between the expectation and the actual.
However, this research work is designed to address these challenges which business
organizations have in managing customer complaints.

Figure 1.1 Prefix theoretical framework adopted from [4]

1.3 Modules of Complaint Management System

 Admin

 Users

DEPT OF CSE BGSP 2 2021-22

GRIEVANCE MANAGEMENT SYSTEM INTRODUCTION

Admin

 Admin can create a category and also manage the category

 Admin can create Subcategory and also manage the Subcategory

 Admin can create state and also manage the state

 Complaint Management Admin can update remark on complaints

 Manage users

 Admin can check user logs

 Admin change password

Users

 User Registration
 User forgot Password

 After login user can lodge a complaint

 Complaint History

 Profile Management

 Change Password

1.4 Statement of the Problem

Design and implementation of online complaint management system is a web-based
application that will solve the problem facing student in the university environment.
The basic problems facing complaint monitoring are:

1. Lack of fitting security and upkeep of the complaint record in the system
that makes an avenue for disappointment and control of information.

2. Lack of legitimate precise, concise data about the student implicit rules
and character.

3. Poor performance of the manual system may lead into the missing or
exploitative of the complaint by the staff or any member of the
management,

4. This is a circumstance where there is no avenue made for survey of the

complaint. This obstructs satisfactory upkeep of the system.

5. There is no system or database set up to screen transfer of complaint

submitted on paper or as verbal representation

DEPT OF CSE BGSP 3 2021-22

GRIEVANCE MANAGEMENT SYSTEM INTRODUCTION

1.5 Aim and Objectives of the Study

The aim of this project is to design and implement an online complaint management
system. To achieve this we shall be guided by the following specific objectives:

 To evaluate the existing paper-based information of complaint

management system.

 To design web-based complaint registration and appeal management

system.

DEPT OF CSE BGSP 4 2021-22

GRIEVANCE MANAGEMENT SYSTEM LITERATURE SURVEY

CHAPTER 2

LITERATURE SURVEY
Firstly, we have studied the current system available for complaint collection in
college and also meet the principal of college for collecting there requirements. Then
we also studied various website which were providing some relevant features.

Grievance is defined as an official statement of a complaint over something believed

to be wrong or unfair. Our project focuses on developing a typical student grievance
system which works and functions for registering student issues. These issues include
complaints regarding college environment, faculty feedback and fee collection. Thus
our project ensures a democratic campus environment, acquaints all the faculty and
students about their rights, and also provides a qualitative and quantitative
development of the university.

We are developing an online management system for submitting complaints online.

By using complaint management system, a user can upload his complaint from
anywhere by using this website on his phone or PC online. User can submit his
complaint by easily creating his/her own profile; also user can check current status of
their complaints and view what kind of action is taken. It is based on centralize
management and only admin can check or solve the complaint, admin also have
authority to remove a user.

The main objective of the complaints management system is to make complaints

easier to resolve and to target problem areas. It is used to record, resolve and respond
to customer complaints.

Grievance is a depressing state of affairs caused by any evil or hardship you are
suffering from a person, which makes valid reasons for complaining as well the
complaint requires remedial action. The grievance redressed system is part of standard
equipment of any handling.

How to fix it will not lodge complaints not only for the refusal to return documents or
confirms, any irregularities in the admission process, but also complaints about
harassment that includes harassment. The standard grievance redressed system (GRS)
is shown in Fig. 1, and it works activities for a number of purposes including securing
a democratic institution , to inform all teachers and students of their rights and thus to
ensure quality and capacity building of the organization. In addition,

Considering the nature of the complaint and the magnitude of the complaint, a
thorough investigation is conducted by members, followed by the imposition of a fine
if anyone is found guilty

In the literature, periodic reporting is available on the need for and use of GRS for
various domains such as e-governance, public administration, Municipality Company,
harassment cases in the student community, and sexual harassment in the area

DEPT OF CSE BGSP 5 2021-22

GRIEVANCE MANAGEMENT SYSTEM LITERATURE SURVEY

organization. Important comments during the literature review are listed below. In , to
analyze the various online services offered, especially the four Indians provinces, also
introduced the importance of online grievance redressed mechanisms. It is highlighted
in the fight against corruption in the empire. Various metrics GRS related factors have
been considered and estimates have been made. Provincial performance is measured
on a scale. Dipankar evaluates the implementation of the petition registration system
in India. Afraid of revealing your identity makes the complainant anonymous or false.
It is a difficult task for the authorities to know the plaintiff‘s authenticity. Therefore, a
solution was presented so that the plaintiffs could complain brave, at the same time
allowing the authorities to investigate the emergence of complaints. In , corrective
processes are considered essential for basic bias. Active job-system suspension is
possible if both the demand and the supply side are working properly. It also reveals
that grievances are addressed in terms of basic needs, delivery is not sufficiently
developed in most countries and deserves more analysis, investigation, and
subsistence. Success in the electronic governance system, the online public grievance
redressed system(OPGRS), in the opinion of Indian citizens is assessed using an
integrated IS success model. The model incorporates features such as system quality,
information quality, service quality, thought provoking, easy- to-use function,
perceived satisfaction, perceived risk, and ethical purpose. It is therefore emphasized
as a useful tool for a transparent and corruption-free world. Research in shows that the
role of insurance ombudsman complaint is very important and the continued increase
in the number of complaints received by various ombudsmen throughout India shows
that policyholders are benefiting their self-confidence and their reliance on the
Insurance Mediator institution. The research shown in expands on the
recommendations and outcomes of response strategies and open criticism related to
the services provided and managed.

Designed to make government-citizen relationships work better and more visible to

parents, the effects described in that the new GRS models lead to divisions based on
those who use new grievance redressed mechanisms to improve quality service
delivery and incorrect installation of those still working in ‗negotiated areas‘ to obtain
a basic level of service delivery. In there is an emphasis on developing a work culture
based on value in educational institutions. Also, there are suggested ways to develop a
prevention measure and appropriate process to promote a better and more reliable
organizational culture in non-problem-related educational institutions related to sexual
harassment and exploitation.

The challenges related to the automation of non-profit organizations (NPOs) and

nongovernmental organizations (NGOs) are addressed in and the automation
guidelines. In the practice of burglary in South Asian educational institutions and the
risk of burglary have been explored.

Similarly in there is a study of sexual harassment of college women and rational

assessment is given. Our work incorporates ideas expressed in the papers in one way
or another. We have used the man redesigned them according to the needs of Indian
educational institutions. We analyzed the current system performance, what services

DEPT OF CSE BGSP 6 2021-22

GRIEVANCE MANAGEMENT SYSTEM LITERATURE SURVEY

are provided to students, and how their grievances are addressed at various
educational institutions and find out where they are lagging behind or what they are
lagging behind. Using analyzed facts and information, we suggest some additional
features and attributes to fill the hole in the current system. There has been a variety
of research done and papers available in the GRS but they are all owned by state-
owned companies, municipal companies, and e-governance systems or contain only
one or two problems facing students in educational institutions but not in them.
include each domain of student-related complaints. In addition, many systems fail to
deliver complaints in a timely manner so that they can be resolved in a timely and
understandable manner. There is also a need for transparency and proven solutions.
Proper tracking means a systematic approach or process of appealing complaints by
categorizing them by their nature, intensity, and urgency and by referring them to the
relevant authorities. No work has been done directly in the context of the problems
that students face in educational institutions, especially in India. Therefore, there is a
need to create a strong, transparent, fair system that allows for quick and reliable
solutions to all the problems students face. Therefore, a communication gap between
students and the system may be created by the GRS automated system, where students
are often unaware of their rights and therefore do not know what to do and what steps
to take in times of difficulty or difficulty. This lack of knowledge and ignorance of
students is simply due to the vague approach. Sometimes, students do not want to
disclose their identity because of the magnitude of the complaint or fear of harm, and
no such arrangement is available in the current programs of various educational
institutions in India.

2.1 AIM and OBJECTIVE

The primary objective of this study is to find the effectiveness of grievance handling
procedure of the student.

Student satisfaction is a major concern for any educational institute. However, many a
time the students fail to express their concerns & issues or fail to reach out for proper
support from the organization. Neither is there any system to address the conflicts or
issues faced by the students. This eventually leads to students' dissatisfaction. Hence,
to maintain the dignity of the college or institute by ensuring a conflict-free
atmosphere by promoting good student-teacher relationships we have developed a
Student Grievance System that will address the students' issues & grievances. The
students can lodge their complaints through this system which will be redressed by
the institute. This python-based student grievance cell will also look into matters of
harassment thus creating a protective environment for students.

DEPT OF CSE BGSP 7 2021-22

GRIEVANCE MANAGEMENT SYSTEM LITERATURE SURVEY

2.2 PROBLEM STATEMENT

The system functions to look into the grievances lodged by any student. Students may
approach the cell to voice their grievances regarding academic matters, health
services, library and other services. Anyone with a genuine grievance may approach
the Co-coordinator or member of the Student‘s Grievance cell, Grievance cell is
formed in order to keep the healthy working atmosphere amongst staff and students,
admin can view the resolving status of all grievances.

DEPT OF CSE BGSP 8 2021-22

GRIEVANCE MANAGEMENT SYSTEM SYSTEM ANALYSIS

CHAPTER 3

SYSTEM ANALYSIS
3.1 EXISITNG SYSTEM:
The existing system is completely manual. In order to write the complaint, the student
either Visits the related department or registers his complaint in the respective
complaint register, which is monitored by the respective Department heads. • Existing
system requires manual process (i.e., sending grievance from lower level to critical
level requires manual process.)

DISADVANTAGES:

 Some of the records and information cannot be shared and it is not available
because of the confidentiality. It is a big limitation.

 Information provided here is on general nature only.

 Due to time constraint it is difficult to conduct a detailed study.

 The present study contains only brief information, but not a full pledged and
thorough analysis

3.2 PROPOSED SYSTEM:

The objective of this study is to investigate the effect of independent variables
understudied including procedural justice, ethical ideologies, individualism-
collectivism culture, personality, training and experience on the selection of
appropriate grievance handling styles. Based on the objective, this research is
categorized as causal type of research and classified as correlational research. .

The idea is to automate the entire complaint process.

 Grievance can be lodged based on the level (i.e., university, college, course
and department) and also based on the category (i.e., transportation,
scholarship, lecture time table etc…).

 Students can able to track the grievance once the complaint has been
registered.

 Students and cell members are provided with a chat box where they can
discuss regarding the grievance.

 Student can provide any document as a proof, which makes the complaint
strong.
 Cell Member can track the pending and completed grievances.

DEPT OF CSE BGSP 9 2021-22

GRIEVANCE MANAGEMENT SYSTEM SYSTEM ANALYSIS

ADVANTAGES:

 Less paper work.

 Security and satisfaction of the student.

 Increased accuracy and reliability

 Easy maintenance of data.

DEPT OF CSE BGSP 10 2021-22

GRIEVANCE MANAGEMENT SYSTEM SRS

CHAPTER 4

SYSTEM REQUIREMENTS SPECIFICATIONS

4.1 Hardware Requirements

 Processor : Intel I3 2.4 GHz
 Hard Disk : 500 GB.
 Monitor : 15 VGA Colour.
 Mouse : Logitech.
 RAM : 4GB
 Keyboard : Standard 102 Keys

4.2 Software Requirements

 Operating system : Windows 7

 Coding Language : HTML, Java Script, Php

 Database : MYSQL

DEPT OF CSE BGSP 11 2021-22

GRIEVANCE MANAGEMENT SYSTEM SYSTEM DESIGN

CHAPTER 5
SYSTEM DESIGN
In the previous chapter we have identified the functional and non-functional
requirements of the system and produced the analysis model. The following are
discussed in this chapter: design goals, system architecture, system decomposition,
deployment and database design.

5.1 Design Goals

Design goals describe the qualities of the system that developers should optimize.
Such goals are normally derived from the non-functional requirements of the system.

Design goals are grouped into five categories. These are

 Performance
 Dependability
 Maintenance

 End User Criteria

5.1.1 Performance Criteria

The part of the system to be used for the record office should have a fast response
time (real time) with maximum throughput. Furthermore, the system should not be
taking up too much space in memory. The record officer has chosen fast response
time over throughput and hence the system should try to be more interactive. In the
case of the timetabling subsystem, the system should be more reliable in order to
satisfy the constraints than fast response time.

5.1.2 Dependability
The school needs the system to be highly dependable as it is expected to be used by
non- IT professionals. The system should be robust and fault tolerant. Furthermore,
as the system is handling sensitive data of the school, high emphasis should be given
with regards to security, as there are subsystems to be accessed through web.

5.1.3 Maintenance

The system should be easily extensible to add new functionalities at a later stage. It
should also be easily modifiable to make changes to the features and functionalities.

DEPT OF CSE BGSP 12 2021-22

GRIEVANCE MANAGEMENT SYSTEM SYSTEM DESIGN

5.1.4 End User Criteria

Usability: Usability is the extent to which a product can be used by specified users
to achieve specified goals with effectiveness, efficiency and satisfaction in a
specified context of use. From the end users‘ perspective the system should be
designed in such a way that it is easy to learn and use, efficient and having few
errors if any.

Trade-off is inevitable in trying to achieve a particular design goal. One best case is
the issue of security versus response time. Checking User-Id and Password before a
member can enter to the SMS creates response time problem/overhead. The other
case is the issue of response time versus quality. There is some amount of time taken
by the system to generate the timetable. So the user has to wait a little after telling
the system to generate the timetable and getting the result to get a quality timetable.

5.2 Architecture of the System

The proposed system is expected to replace the existing manual system by an

automated system in all facets. It is mainly based on the system Analysis document
(chapter 4).
The architecture used for the system is a 3 tier Client/Server Architecture where a
client can use Internet browsers to access the online report provided by the system
within the local area network of the school or any where using the Internet. Figure
5.1 shows the architecture of the proposed system.
The data tier maintains the applications data such as student data, teacher data,
timetable data etc. It stores these data in a relational database management system
(RDBMS).

The middle tier (web/application server) implements the business logic, controller
logic and presentation logic to control the interaction between the application‘s clients
and data. The controller logic processes client requests such as requests to view
student‘s result, to record attendance or to retrieve data from the database. Business
rules enforced by the business logic dictate how clients can and cannot access
application data and how applications process data.

A web server is a program that runs on a network server (computer) to respond to

HTTP requests. The most commonly used web servers are Internet Information Server
(IIS) and Apache. The web server used in this system is IIS. HTTP is used to transfer
data across an Intranet or the Internet. It is the standard protocol for moving data
across the internet.

The client tier is the applications user interface containing data entry forms and client
side applications. It displays data to the user. Users interact directly with the
application through user interface. The client tier interacts with the web/application

DEPT OF CSE BGSP 13 2021-22

GRIEVANCE MANAGEMENT SYSTEM SYSTEM DESIGN

server to make requests and to retrieve data from the database. It then displays to the
user the data retrieved from the server.

5.3 DATA FLOW DIAGRAM

Member Registration

Enter Detail
No

Enter Username &

Password

Accept Terms & Yes Username

Conditions exists?

Confirm & Submit

Display customer

Welcome Screen

Send email

Confirmation

Figure 5.1: Member Registration

Profile Modification

Customer

DEPT OF CSE BGSP 14 2021-22

GRIEVANCE MANAGEMENT SYSTEM SYSTEM DESIGN

Login

Yes

Confirm & Submit

Update database

Send confirmatoin

START

END

Figure 5.2: Profile Modification

5.4 UML Diagrams:

Actor:
A coherent set of roles that Student of use cases play when interacting with the
use cases.

A description of sequence of actions, including variants, that a system performs that

yields an observable result of value of an actor.

DEPT OF CSE BGSP 15 2021-22

GRIEVANCE MANAGEMENT SYSTEM SYSTEM DESIGN

UML stands for Unified Modeling Language. UML is a language for specifying,
visualizing and documenting the system. This is the step while developing any
product after analysis. The goal from this is to produce a model of the entities
involved in the project which later need to be built. The representation of the entities
that are to be used in the product being developed need to be designed.

There are various kinds of methods in software design:

They are as follows:

 Use case Diagram

 Sequence Diagram

 Collaboration Diagram

 Activity Diagram

 State chat Diagram

5.5 USECASE DIAGRAMS:

Use case diagrams model behavior within a system and helps the developers
understand of what the user require. The stick man represents what‘s called an actor.

Use case diagram can be useful for getting an overall view of the system and
clarifying who can do and more importantly what they can‘t do.

Use case diagram consists of use cases and actors and shows the interaction between
the use case and actors.

 The purpose is to show the interactions between the use case and actor.

 To represent the system requirements from user‘s perspective.

 An actor could be the end-user of the system or an external system.

A Use case is a description of set of sequence of actions. Graphically it is rendered as

an ellipse with solid line including only its name. Use case diagram is a behavioral
diagram that shows a set of use cases and actors and their relationship.

It is an association between the use cases and actors. An actor represents a real-
world object. Primary Actor – Sender, Secondary Actor, Receiver.

DEPT OF CSE BGSP 16 2021-22

GRIEVANCE MANAGEMENT SYSTEM SYSTEM DESIGN

FIG:5.3 USECASE DIAGRAM

5.6 SEQUENCE DIAGRAM:

Sequence diagram and collaboration diagram are called INTERACTION
DIAGRAMS. An interaction diagram shows an interaction, consisting of set of
objects and their relationship including the messages that may be dispatched among
them.

A sequence diagram is an introduction that empathizes the time ordering of messages.

Graphically a sequence diagram is a table that shows objects arranged along the X-
axis and messages ordered in increasing time along the Y-axis

DEPT OF CSE BGSP 17 2021-22

GRIEVANCE MANAGEMENT SYSTEM SYSTEM DESIGN

FIG:5.4 SEQUENCE DIAGRAM

DEPT OF CSE BGSP 18 2021-22

GRIEVANCE MANAGEMENT SYSTEM CODING & IMPLEMENTATION

CHAPTER 6

CODING AND IMPLEMENTATION

Usage is a procedure of preparatory game plan of use or the execution of plan which
may prompt the fruitful result of the venture. The utilization of framework must
require the advances required for the setting of module to work, the thought behind
the arranging, playing out the calculations as a programming execution and the
product and equipment prerequisites detail of PC framework utilizing the fruitful
arrangement of establishments, designs, running of venture, execution of venture.
What's more, principally testing will improve the outline of venture. The execution is
the acknowledgment of utilization, calculations and the product parts of the
framework ought to be conveyed.

The execution arranges in a system reach out to the benefit of possess right. It
additionally incorporates:

 Carefully planned.
 Investigation for future work.
 Developers should be trained.

6.1 PROJECT MODULES
 Student Registration.
 University.

6.2 MODULE DESCRIPTION

6.2.1 Name of the module-1: Student Registration.

Description: This module helps us to register user. The contents are id, name, address
country, state, contact no, mail_id, pan card no, credit card no, and password. After
registration he can book a car, if he is valid. Here we can update, delete, this form.

Sub modules:

 Update user details.

 Unregister user.
 Search password
 View users details

DEPT OF CSE BGSP 19 2021-22

GRIEVANCE MANAGEMENT SYSTEM CODING & IMPLEMENTATION

 Update user details: In this sub module we can update the details of the user
like student name, gender, address, country, state, Contactno,mail_id And we
store these details in database.
 Unregistered user: In this sub module the unregistered user can sign up and
do new registration
 Search Password: In this sub module we can search the password if the user
forget his password by specifying his full name and E-Mail address.
 View users’ details: In this sub module we can view the entire details of the
users who are registered.

6.2.2 Name of the module-2:

Description: This module helps us to search for the college .The valid user can select
His\her College according to the specifications given by him/her.

The specifications are Student name, marks obtained by him/her in previous study,
type of stream (science/arts) he/she wants to join .They can update search for
colleges by changing their specifications.

Sub modules:

 Update Search
 Delete specifications
 Search college.
 View college details.

 Update Search: In this sub module we modify the details of the search.By
changing the type of course.
 Delete Specifications: In this sub module we delete the specifications and
start a new search if we do not like the college obtained in search
 Search College: In this sub module we can search the details of the college.
And the user can select college as their wish.
 View College details: In this sub module we can view the college such as
address of college, year of establishment of college. Different types of courses the
college is offering apart from the course we require.

DEPT OF CSE BGSP 20 2021-22

GRIEVANCE MANAGEMENT SYSTEM CODING & IMPLEMENTATION

6.3 CODING
<?php

session_start();

error_reporting(0);

include("includes/config.php");

if(isset($_POST['submit']))

$ret=mysql_query("SELECT * FROM users WHERE

userEmail='".$_POST['username']."' and password='".md5($_POST['password'])."'");

$num=mysql_fetch_array($ret);

if($num>0)

$extra="change-password.php";//

$_SESSION['login']=$_POST['username'];

$_SESSION['id']=$num['id'];

$host=$_SERVER['HTTP_HOST'];

$uip=$_SERVER['REMOTE_ADDR'];

$status=1;

$log=mysql_query("insert into userlog(uid,username,userip,status)

values('".$_SESSION['id']."','".$_SESSION['login']."','$uip','$status')");

$uri=rtrim(dirname($_SERVER['PHP_SELF']),'/\\');

header("location:http://$host$uri/$extra");

exit();

else

$_SESSION['login']=$_POST['username'];

$uip=$_SERVER['REMOTE_ADDR'];

DEPT OF CSE BGSP 21 2021-22

GRIEVANCE MANAGEMENT SYSTEM CODING & IMPLEMENTATION

$status=0;

mysql_query("insert into userlog(username,userip,status)

values('".$_SESSION['login']."','$uip','$status')");

$errormsg="Invalid username or password";

$extra="login.php";

if(isset($_POST['change']))

$email=$_POST['email'];

$contact=$_POST['contact'];

$password=md5($_POST['password']);

$query=mysql_query("SELECT * FROM users WHERE userEmail='$email' and

contactNo='$contact'");

$num=mysql_fetch_array($query);

if($num>0)

mysql_query("update users set password='$password' WHERE userEmail='$email'

and contactNo='$contact' ");

$msg="Password Changed Successfully";

else

$errormsg="Invalid email id or Contact no";

?>

<!DOCTYPE html>

<html lang="en">

DEPT OF CSE BGSP 22 2021-22

GRIEVANCE MANAGEMENT SYSTEM CODING & IMPLEMENTATION

<head>

<meta charset="utf-8">

<meta name="viewport" content="width=device-width, initial-scale=1.0">

<meta name="description" content="">

<meta name="author" content="Dashboard">

<meta name="keyword" content="Dashboard, Bootstrap, Admin, Template,

Theme, Responsive, Fluid, Retina">

<title>CMS | User Login</title>

<!-- Bootstrap core CSS -->

<link href="assets/css/bootstrap.css" rel="stylesheet">

<!--external css-->

<link href="assets/font-awesome/css/font-awesome.css" rel="stylesheet" />

<!-- Custom styles for this template -->

<link href="assets/css/style.css" rel="stylesheet">

<link href="assets/css/style-responsive.css" rel="stylesheet">

<script type="text/javascript">

function valid()

if(document.forgot.password.value!= document.forgot.confirmpassword.value)

alert("Password and Confirm Password Field do not match !!");

document.forgot.confirmpassword.focus();

return false;

return true;

DEPT OF CSE BGSP 23 2021-22

GRIEVANCE MANAGEMENT SYSTEM CODING & IMPLEMENTATION

</script>

</head>

<body>

<!--
*********************************************************************
*********************************************************************
****************

MAIN CONTENT

*********************************************************************
*********************************************************************
***************** -->

<div id="login-page">

<div class="container">

<form class="form-login" name="login" method="post">

<h2 class="form-login-heading">sign in now</h2>

<p style="padding-left:4%; padding-top:2%; color:red">

<?php if($errormsg){

echo htmlentities($errormsg);

}?></p>

<p style="padding-left:4%; padding-top:2%; color:green">

<?php if($msg){

echo htmlentities($msg);

}?></p>

DEPT OF CSE BGSP 24 2021-22

GRIEVANCE MANAGEMENT SYSTEM CODING & IMPLEMENTATION

<div class="login-wrap">

<input type="text" class="form-control" name="username"

placeholder="User ID" required autofocus>

<br>

<input type="password" class="form-control"

name="password" required placeholder="Password">

<label class="checkbox">

<span class="pull-right">

<a data-toggle="modal" href="login.html#myModal">

Forgot Password?</a>

</span>

</label>

<button class="btn btn-theme btn-block" name="submit"

type="submit"><i class="fa fa-lock"></i> SIGN IN</button>

<hr>

</form>

<div class="registration">

Don't have an account yet?<br/>

<a class="" href="registration.php">

Create an account

</a>

</div>

</div>

<!-- Modal -->

<form class="form-login" name="forgot" method="post">

<div aria-hidden="true" aria-labelledby="myModalLabel"

role="dialog" tabindex="-1" id="myModal" class="modal fade">

<div class="modal-dialog">
DEPT OF CSE BGSP 25 2021-22
GRIEVANCE MANAGEMENT SYSTEM CODING & IMPLEMENTATION

<div class="modal-content">

<div class="modal-header">

<button type="button" class="close" data-

dismiss="modal" aria-hidden="true">&times;</button>

<h4 class="modal-title">Forgot Password ?</h4>

</div>

<div class="modal-body">

<p>Enter your details below to reset your

password.</p>

<input type="email" name="email" placeholder="Email" autocomplete="off"

class="form-control" required><br >

<input type="text" name="contact" placeholder="contact No" autocomplete="off"

class="form-control" required><br>

<input type="password" class="form-control" placeholder="New Password"

id="password" name="password" required ><br />

<input type="password" class="form-control unicase-form-control text-input"

placeholder="Confirm Password" id="confirmpassword" name="confirmpassword"
required > </div>

<div class="modal-footer">

<button data-dismiss="modal" class="btn btn-default"

type="button">Cancel</button>

<button class="btn btn-theme" type="submit"

name="change" onclick="return valid();">Submit</button>

</div>

</div>

</div>

</div>

<!-- modal -->

</form>

</div>

</div>

DEPT OF CSE BGSP 26 2021-22

GRIEVANCE MANAGEMENT SYSTEM CODING & IMPLEMENTATION

<!-- js placed at the end of the document so the pages load faster -->

<script src="assets/js/jquery.js"></script>

<script src="assets/js/bootstrap.min.js"></script>

<!--BACKSTRETCH-->

<!-- You can use an image of whatever size. This script will stretch to fit in any
screen size.-->

<script type="text/javascript" src="assets/js/jquery.backstretch.min.js"></script>

<script>

$.backstretch("assets/img/login-bg.jpg", {speed: 500});

</script>

</body>

</html>

6.4 ADMIN MODULE

<?php

session_start();

error_reporting(0);

include("include/config.php");

if(isset($_POST['submit']))

$username=$_POST['username'];

$password=md5($_POST['password']);

$ret=mysql_query("SELECT * FROM admin WHERE username='$username' and

password='$password'");

$num=mysql_fetch_array($ret);

DEPT OF CSE BGSP 27 2021-22

GRIEVANCE MANAGEMENT SYSTEM CODING & IMPLEMENTATION

if($num>0)

$extra="change-password.php";//

$_SESSION['alogin']=$_POST['username'];

$_SESSION['id']=$num['id'];

$host=$_SERVER['HTTP_HOST'];

$uri=rtrim(dirname($_SERVER['PHP_SELF']),'/\\');

header("location:http://$host$uri/$extra");

exit();

else

$_SESSION['errmsg']="Invalid username or password";

$extra="index.php";

$host = $_SERVER['HTTP_HOST'];

$uri = rtrim(dirname($_SERVER['PHP_SELF']),'/\\');

header("location:http://$host$uri/$extra");

exit();

?>

<!DOCTYPE html>

<html lang="en">

<head>

<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />

<meta name="viewport" content="width=device-width, initial-scale=1.0">

<title>CMS | Admin login</title>

DEPT OF CSE BGSP 28 2021-22

GRIEVANCE MANAGEMENT SYSTEM CODING & IMPLEMENTATION

<link type="text/css" href="bootstrap/css/bootstrap.min.css" rel="stylesheet">

<link type="text/css" href="bootstrap/css/bootstrap-responsive.min.css"

rel="stylesheet">

<link type="text/css" href="css/theme.css" rel="stylesheet">

<link type="text/css" href="images/icons/css/font-awesome.css" rel="stylesheet">

<linktype="text/css‖href='http://fonts.googleapis.com/css?family=Open+Sans:400ital
ic,600italic,400,600' rel='stylesheet'>

</head>

<body>

<div class="navbar navbar-fixed-top">

<div class="navbar-inner">

<div class="container">

<a class="btn btn-navbar" data-toggle="collapse" data-

target=".navbar-inverse-collapse">

<i class="icon-reorder shaded"></i>

</a>

<a class="brand" href="index.html">

CMS | Admin

</a>

<div class="nav-collapse collapse navbar-inverse-collapse">

<ul class="nav pull-right">

<li><a href="http://localhost/cms/">Back to Portal </a></li>

</ul>

</div><!-- /.nav-collapse -->

</div>

</div><!-- /navbar-inner -->

</div><!-- /navbar -->

<div class="wrapper">

DEPT OF CSE BGSP 29 2021-22

GRIEVANCE MANAGEMENT SYSTEM CODING & IMPLEMENTATION

<div class="container">

<div class="row">

<div class="module module-login span4 offset4">

<form class="form-vertical" method="post">

<div class="module-head">

<h3>Sign In</h3>

</div>

<span style="color:red;" ><?php echo

htmlentities($_SESSION['errmsg']); ?><?php echo
htmlentities($_SESSION['errmsg']="");?></span>

<div class="module-body">

<div class="control-group">

<div class="controls row-

fluid">

<input class="span12" type="text" id="inputEmail" name="username"

placeholder="Username">

</div>

</div>

<div class="control-group">

<div class="controls row-fluid">

<input class="span12" type="password" id="inputPassword" name="password"

placeholder="Password">

</div>

</div>

</div>

<div class="module-foot">

<div class="control-group">

<div class="controls
clearfix"><button type="submit" class="btn btn-primary pull-right"
name="submit">Login</button>

DEPT OF CSE BGSP 30 2021-22

GRIEVANCE MANAGEMENT SYSTEM CODING & IMPLEMENTATION

</div>

</div>

</div>

</form>

</div>

</div>

</div>

</div><!--/.wrapper-->

<div class="footer">

<div class="container">

<b class="copyright">&copy; 2017 CMS </b> All rights reserved.

</div>

</div>

<script src="scripts/jquery-1.9.1.min.js" type="text/javascript"></script>

<script src="scripts/jquery-ui-1.10.1.custom.min.js" type="text/javascript"></script>

<script src="bootstrap/js/bootstrap.min.js" type="text/javascript"></script>

</body>

DEPT OF CSE BGSP 31 2021-22

GRIEVANCE MANAGEMENT SYSTEM TESTING

CHAPTER 7

TESTING
7.1 Testing Objectives
Programming Testing is the most critical piece of the developer where the blunders or
blames or the disappointments of the framework is discernable. Programming testing
is one of the predetermined parts of planning, nature of the product and the execution
of code, where the disappointments happens the framework won't gives the legitimate
yield to clients. Disappointments are happened because of the developer's issues, so it
can simple to recognize by the software engineers. It might bring about the
disappointment for the framework, so the software engineer ought to know about
outlining devices, scraps for changing the conduct of framework. In the wake of
creating stage, programming testing is vital to break up the deficiencies rapidly.
Testing is a synchronized procedure where the data is taken care by improvement
group.

The primary objective of testing is to correct the bugs, issues or blunders. To

recognize mistakes the test engineers needs to test every individual segments of the
venture arrange module. Every module is tried for the better execution and by
checking the modules the mistakes are recognized. It confirms that the frameworks
achieved its prerequisites are definitely not. By examining the every modules and
mistakes are pester out of framework to get particular yield.

Dissimilar to every module gives the required yield, the assurance of test designer
prompts the rightness of framework projects. The last module stage is intended to
maintain a strategic distance from the disappointments and to expel deficiencies. So
it's ideal to give the testing stage to the advancement of the venture.

7.2 Testing Principles

The testing goal of the framework programming is to make a point to substantiate the
framework condition by dissolving the flaws and blunders.

Some of the basic principles of testing are:

 ―A successful test to be carried out which holds the capability of finding errors.‖
 ―Planning of testing phase may required long time.‖
 ―The tests are performed according to the clients need.‖
 ―Effective test should require for detecting all errors.‖
 ―Exhaustive testing is not possible‖

7.3 Test Plan

The test plan is one of the essential stages in the framework testing. It serves to the
general population who are working outside the testing field. The correct arranging
makes the item to build up to customer. The test arrange gives the documentation of
DEPT OF CSE BGSP 32 2021-22
GRIEVANCE MANAGEMENT SYSTEM TESTING

the exercises performed for programming testing and its serves to approve the yield
work.

7.4 Phases of Test

The phases of testing are:

 Unit Test
 Integration Test
 System Test

7.4.1 Unit Test

Unit testing as the name portrays that the testing procedure is completed with the
testing where every individual models are tried in a steady progression. The operation
to perform unit testing is to figure out where every module testing is approve or not.
The investigation of testing gives the fruitful result and to perform correct report
determination. The capacity of unit test additionally upgrades the level of testing
before the reconciliation procedure. By testing every module the blunders are
recognized in before stages and this may prompt the yearning yield of the projects.
Unit testing isolates the every individual piece of modules and redresses whether the
module is executed or not. The essential execution is to give an end-clients to
enhancing the application programming, business handle and the level of framework
setup.

7.4.2 Integration Test

It is test where every one of the exhibitions are planned with the product testing
procedure and individual set programming's are coordinated to perform in a gathering
to run the one program. The fulfillment of this testing leads just when exhibitions of
every necessities, programming modules and programming design. The yield
execution makes when all reconciliation test modules are determined to play out the
testing procedure with craving input. At long last mix testing furnishes end-client with
accuracy of the yield with determined programming testing.

7.4.3 System Test

Framework Testing is one of the testing procedure where the fruition of testing stage
is for the most part relies on upon System. Framework testing gives the spine support
to all the testing stage on the grounds that once the consummation of all the testing
procedure the framework testing plays out the Hardware and Software Requirement
Specifications and the Software situated examination of framework. This depends on
the desire of end-client, where it ought to fulfilled to get crave result.

DEPT OF CSE BGSP 33 2021-22

GRIEVANCE MANAGEMENT SYSTEM TESTING

7.5 Testing Methods

1. Black box

2. White box testing

7.5.1 Black Box Testing

This method is used when knowledge of the specified function that a product has been
designed to perform is known. The concept of black box is used to represent a system
whose inside workings are not available to inspection. In a black box the test item
is a‖Black‖, since its logic is unknown, all that is known is what goes in and what
comes out, or the input and output. Black box testing attempts to find errors in the
following categories:

a. correct or missing functions

b. Interface errors

c. Errors in data structure

d. Performance errors

e. Initialization and termination errors

As shown in the following figure of Black box testing, we are not thinking of the
internal workings, just we think about

What is the output to our system?

What is the output for given input to our system?

 Unit testing

 Integration testing

 Functionality testing

 System testing

 User Acceptance testing

 Unit Testing
Unit testing focuses on the building blocks of the software system, that is, objects and
sub system. There are three motivations behind focusing on components. First, unit
testing reduces the complexity of the overall tests activities, allowing us to focus on
smaller units of the system. Second, unit testing makes it easier to pinpoint and
correct faults given that few components are involved in this test.Third, unit testing
allows parallelism in testing activities that is each component can be tested
independently of one another. Hence the goal is to test the internal logic of module.

DEPT OF CSE BGSP 34 2021-22

GRIEVANCE MANAGEMENT SYSTEM TESTING

 Integration Testing
In the integration testing test modules are combined into subsystems, which are the n
tested. The goal here is to see if the modules can be integrated properly, the emphasis
being on testing module interaction. After structural testing and functional testing I
get error free modules. These modules are Functional tests provide systematic
demonstrations that functions tested are available as specified by the business and
technical requirements, system documentation, and user manuals. Functional testing is
centered on the following items

 Valid Input: identified classes of valid input must be accepted. Invalid Input:
identified classes of invalid input must be rejected.
Functions: identified functions must be exercised.

 Output: identified classes of application outputs must be exercised.

Systems/Procedures: interfacing systems or procedures must be invoked.

Organization and preparation off functional tests is focused on requirements, key

functions, or special test cases. In addition, systematic coverage pertaining to identify
Business process flows; data fields, predefined processes, and successive processes
must be considered for testing. Before functional testing is complete, additional tests
are identified and the effective value of current tests is determined.

 System Testing
In system testing the entire software is tested. The reference document for this process
is the requirement document and the goal is to see whether the software meets its
requirements. The system was tested for various test cases with various inputs

 User Acceptance Testing

Acceptance testing is sometimes performed with realistic data of the client to
demonstrate that the software is working satisfactory. Testing here focus on the
external behavior of the system, the internal logic of the program is not emphasized.
In acceptance testing the system is tested for various inputs.

7.6 Test Cases

Test cases are the arrangement of conditions that are being utilized to mediate an
application by building up the testing of all the required things that must be tried
whether the application is working legitimately or not. It will check the target and the
objective a framework should be accomplished. At long last the info which must be
given and the normal yield from the framework are to be known the execution of the
framework can be additionally checked.

DEPT OF CSE BGSP 35 2021-22

GRIEVANCE MANAGEMENT SYSTEM TESTING

Test case#:1 Priority(h,1): high

Test objective Correct Path details

Test description Path need be checked

Requirements verified Path checked in user system

Test environments (IDLE)

Test setup User initiates any control mechanism

Actions Expected results Actual results

Incorrect path Allows user to enter correct tem path Incorrect system path
system
Correct path Console Console
Pass: yes Conditional pass Fail

Test objective Identify the image

Test description Machine should identify the written digit from the image

Requirements verified Verified

Test environments (IDLE)

Test setup Windows

Actions Expected results Actual results

Incorrect image Correct recognition of written Correctrecognition of written

From image digit from image

Correct image Console Console

Pass: yes Conditional pass Pass

DEPT OF CSE BGSP 36 2021-22

GRIEVANCE MANAGEMENT SYSTEM SNAPSHOTS

CHAPTER 8

SNAPSHOTS

DEPT OF CSE BGSP 37 2021-22

GRIEVANCE MANAGEMENT SYSTEM SNAPSHOTS

DEPT OF CSE BGSP 38 2021-22

GRIEVANCE MANAGEMENT SYSTEM SNAPSHOTS

DEPT OF CSE BGSP 39 2021-22

GRIEVANCE MANAGEMENT SYSTEM SNAPSHOTS

DEPT OF CSE BGSP 40 2021-22

GRIEVANCE MANAGEMENT SYSTEM SNAPSHOTS

DEPT OF CSE BGSP 41 2021-22

GRIEVANCE MANAGEMENT SYSTEM SNAPSHOTS

DEPT OF CSE BGSP 42 2021-22

GRIEVANCE MANAGEMENT SYSTEM CONCLUSION

CONCLUSION
The project ―STUDENT GRIEVANCE READDRESAL CELL‖ is designed in order
to reduce the burden of maintaining bulk of records of all students‘ grievance details
of who study in Educational Institution. Maintaining the project and database is also
easy and manageable. The fact that there are hardly such systems prevailing curtailing
to the complaint redressed for students enrolled in numerous organizations. This
project has demonstrated a proposed Grievance system for the grievance redressed of
students covering various domains of complaints which could be lodged easily and
thus leading to easy and sure solutions to the problems being faced by a student on a
regular basis. Inserting, Retrieving, Updating the details of all users are easy. ―Finally,
online student grievance system comes out as better, quicker, simpler management
analyser‖.

Future Enhancement
System works on the grounds for resolving student grievances and currently serves as
a Web application between various members as well the intended audience. To
expand this to meet various needs, the following enhancements are suggested:

1. Although many future improvements to the operating system are possible, The
main focus includes the development of mobile application to increasing application
mobility as the future separates the use of mobile applications and as it seems mobile
devices are ubiquitous which will make it easier to get all the notifications in the cell
call by members and students associated with the application also increase the
reliability of the system and the level of problem solving.

2. The mobile application is intended to enhance user experience by providing the

user with additional features for uploading images in the form of audio or video files,
which may improve the ability to resolve cases especially in such cases at high cost of
firmness.

3. A toll- free hotline can be obtained 24*7 on the basis of victims to lodge
emergency complaints or to seek legal advice in the event of a disaster. 4. Above all,
the tracker can be added as part of future ideas to track the performance of the various
committee members involved in the system on the basis of the provided aspect of the
report production .

DEPT OF CSE BGSP 43 2021-22

GRIEVANCE MANAGEMENT SYSTEM BIBLIOGRAPHY

BIBLIOGRAPHY
[1] A Prototype for Grievance Redressal System (2018): ShaligramPrajapat,
Vaibhav Sabarwal and Varun Wadhwani.
[2] Online Grievance Redressal System (2019): Mukesh Buldak, Shrikant
Pandhekar, Afzal Gigani, AmreshsinhKachwah.

[3] Complaints and Grievance Management System: prof. H.N.Renushe, prof. Mrs
S.V.Deshmukh, prof.Mrs.D.Y.Jadhav

[4] Online Complaint Management System (2015): osmannasr, enayatalkhider.

[5] Smart Complaint Management System: devikaradhakrishnan, nisarggandhewar

[6] Subhash, C., Ashwani K.: Assessing grievances redressing mechanism in India.
Int. J. Comput. Appl. 52(5), 12–19 (2012)

[7] Dipankar, M.: Solution towards effective complaint registration system in Indian
scenario. In: IJCA Proceedings on National Conference on Advancement of
Technologies—Information Systems & Computer Networks (ISCON—2012),
vol. 1, pp. 1–2 (2012)

[8] Varun, G.: Redressing grievances and complaints regarding basic service
delivery. World Dev. 41, 109–119 (2013)

[9] Nripendra, P.R., Yogesh, K.D., Michael, D.W., Vishanth, W.: Investigating
success of an e-government initiative: validation of an integrated IS success
model. Inf. Syst. Front. 17(1), 127–142 (2015)

[10] Rajesh, K.Y., Sarvesh, M.: Role of insurance ombudsman and grievance
management in life insurance services in Indian perspective. Int. Lett. Soc.
Humanist. Sci. 31, 9–13 (2014)

DEPT OF CSE BGSP 44 2021-22

 CHAPTER 1
INTRODUCTION
 CHAPTER 2
LITERATURE SURVEY
 CHAPTER 3
SYSTEM ANALYSIS
 CHAPTER 4
SOFTWARE REQUIREMENTS
SPECIFICATIONS
 CHAPTER 5
SYSTEM DESIGN
 CHAPTER 6
CODING AND IMPLEMENTATION
CHAPTER 7
TESTING
CHAPTER 8
SNAPSHOTS
CONCLUSION
BIBLIOGRAPHY