ComplaintHub: A Full-Stack Smart Complaint Management System with Real-Time Tracking and Intelligent Resolution Framework

Abstract: A Smart Complaint Management System is a digital platform designed to streamline the process of registering, tracking, and resolving complaints efficiently. This research paper presents ComplaintHub, a MERN stack-based system that integrates modern web technologies to enhance transparency, accountability, and user engagement. The system supports role-based access (User, Staff, Admin), real-time updates, analytics, and secure authentication. Furthermore, it proposes advanced features such as AI-based categorization, SLA-based escalation, and real-time communication. The study highlights system architecture, implementation, enhancements, and future scope. This paper demonstrates how digital transformation improves grievance redressal mechanisms in institutions and organizations.

Keywords: Complaint Management System, MERN Stack, Web Application, MongoDB, Express.js, React, Node.js, Real-Time Tracking, User Feedback System, Grievance Redressal, Role-Based Access Control, Data Analytics, Secure Authentication, REST API, Automation, Notification System.