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Web Development · Mini Project
Grievance & Complaint Management System
Ticketed complaints with SLA timers and automatic escalation
1-2 weeks build
Overview
Students or staff raise a complaint under a category, which routes it to the right department and starts an SLA clock. The ticket moves through open, assigned, in-progress and resolved, with comments and attachments at each step. If the clock runs out a scheduled job escalates it to the next level, and the complainant can reopen a ticket they are not satisfied with.
What makes it stand up
- 01Category-based routing to the responsible department
- 02Full ticket lifecycle with comments, attachments and history
- 03SLA timers per category with breach warnings
- 04Scheduled escalation to the next authority on breach
- 05Anonymous option and reopen-on-dissatisfaction flow
Module breakdown
- 01
Intake
Complaint form with category, priority and attachments.
- 02
Routing
Rules that assign a ticket to a department and officer.
- 03
Lifecycle
State machine for status changes with an audit trail.
- 04
Escalation
Celery beat job that checks SLAs and escalates breaches.
- 05
Dashboard
Open tickets, breach rate and resolution time by department.
After this, you will be able to
- Explain the ticket state machine and its allowed transitions
- Defend how SLA breaches are detected and escalated
- Demo a complaint escalating when its deadline passes
Technology stack
- Python
- Django
- PostgreSQL
- Celery
- Bootstrap
- Level
- Mini Project
- Domain
- Web Development
- Build time
- 1-2 weeks
- Difficulty
You receive
- Complete, commented source code
- 60-90 page project report (IEEE format)
- Editable presentation deck
- Architecture, ER and UML diagrams
- Local setup and deployment guide
- Sample dataset or seed data
- Viva question bank with answers
- One 45-minute walkthrough call
- 30 days of doubt-clearing support