G. O Aziken

The management of student complaints in many tertiary institutions relies on fragmented, manual processes that lead to inefficiencies, delayed resolutions, and a lack of transparency and accountability for course representatives and faculty administration. This project addresses this systemic challenge by designing and implementing a web-based Faculty Complaint Management System. The system provides a centralized platform featuring three distinct user roles (Administrator, Lecturer, Course Representative) and utilizes PHP, MySQL, and Bootstrap for development. Its core functionality includes secure, role-based access control, an intuitive interface for course representative complaint submission and real time status tracking, and robust administrative tools for user management and automated complaint routing based on lecturer assignments. The methodology involved a systematic approach from requirements analysis and UML- based design to implementation with best practices for data integrity and security, including password hashing and protection against common web vulnerabilities. Rigorous testing across multiple levels including unit, integration, system, and user acceptance testing validated the system's functional reliability and usability. The completed system successfully replaces the manual process, providing transparency, accountability, and efficiency through centralized tracking, activity logging, and statistical reporting capabilities. The solution contributes a validated, context-specific application of open-source technology to enhance administrative service delivery in higher education