ABSTRACT Student grievance management is an important administrative function in higher educational institutions because it provides students with a formal channel for reporting academic and non-academic complaints. However, many institutions still rely on manual methods such as paper forms, emails, and verbal reporting channels, resulting in delayed complaint resolution, poor documentation, limited transparency, and difficulties in tracking complaint progress. This study therefore focused on the design and development of an Automated Student Grievance and Complaint Management Portal. The system was developed using HTML, CSS, JavaScript, PHP, and MySQL technologies to provide a centralized platform for complaint submission, tracking, management, and resolution. The application provides functionalities such as online grievance submission, complaint categorization, status tracking, administrative response management, notifications, and centralized record storage. User authentication and role-based access control were implemented to improve system security and accessibility. Functional and usability testing confirmed that the developed system improved complaint handling efficiency, transparency, accountability, communication, and record management. The study concluded that automated grievance management systems can significantly improve service delivery, complaint resolution processes, and administrative effectiveness within higher educational institutions.
Olawale et al. (Sat,) studied this question.
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