DEVELOPMENT OF A

COMPLAINT MANAGEMENT SYSYTEM

BY

NAME MATRIC NUMBER

ASHIRU FEMI DOLAPO P/ND/20/3210232 (09046580804)

AZEEZ SODIQ DESMOND P/ND/20/3210016

OKEY IKECHUKWU DICKSON P/ND/20/3210309

IKECHUKWU NAOMI EBUBE P/ND/20/3210088

A RESEARCH PROJECT SUBMITTED TO THE

DEPARTMENT OF COMPUTER SCIENCE, SCHOOL OF
TECHNOLOGY
YABA COLLEGE OF TECHNOLOGY, YABA, LAGOS.

IN PARTIAL FULFILMEN TOF THE REQUIREMENT FOR

THE AWARD OF NATIONAL DIPLOMA (ND) IN
COMPUTER SCIENCE

SUPERVISED BY

DR. (MRS.) ADETOBA

MARCH 2023.
 CHAPTER ONE
INTRODUCTION

1.1 BACKGROUND TO THE STUDY

The University and its Faculty have a variety of procedures for dealing with
student-related issues. A complaint system is a set of procedures used in
organizations to address complaints and resolve disputes. One area not
generally covered by other procedures concerns student complaints about
faculty environment problems or other informal academic settings. There is also
a major need to collect, review and understand the nature of conflict
management and complaint systems around the faculty. CMS(Complaint
Management System) is aimed at creating efficient software portal for
addressing the grievances of the students for various purposes like broken
furniture problem in class, microphone issues, projector problems, toilets
plumbing, electricity issues, and other faculty mess related problems and many
more. Therefore, a need for a system that could detect student’s problems and
provide them with suitable feedback is raised. 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 user needs from e-
complaint and the handling process of this complaint.

An academic complaint can be described as the expression of dissatisfaction

made by a student with a service provided by an institution or university against
a member of the faculty, colleagues, a part-time instructors or lecturer, a
teaching or lecturer assistant, security, or an administrator that intentionally
violates a university, college, or department code of conduct or mostly treats the
student on the assertion of race, state of origin, religious conviction, sex, age,
handicap.(Oreoluwa Israel., 2022)
This issue of paper-based complaint management system is one of many issues
that have adversely affected academic development in multiple aspects related
to the education support system. Currently, the existing complaint system is
managed by the conventional process by using a paper-based technique. For the
student to make a formal complaint, they must submit it to the designated
location that usually to the management office. Then, the students will be
assisted by the office on how to convey information on complaints and directly
submitted to the management. However, the drawback of this manual system
are that it will take time to file their complaint, the application must be done
within the university location, and did not receive any status or update about the
complaints. Therefore, a complaints management system has been developed to
monitor, track the process report, and solve student issues.

1.2 Statement of the Problem

Some compliant systems are quite tiring, less efficient, and consume
unnecessary manpower in comparison with a computerized system. The
complaint systems in most university are currently manual and even if it is
automated the response time to complaints are longer. The system works this
way: the student writes a formal letter to the Head of Department, irrespective
of the type of complaint, explaining in details the issue. The Head of
Department then forwards the letter to whoever is in charge of the complaints.
These steps seem easy, but they are not because the entities are not solely in
charge of complaints, so it might take a while for the letters to be redirected to
the appropriate channel.

The researcher believe that the Design and Implementation of tertiary institution
web-based student complaint management system will help in solving
alleviating some of these problems that is facing students in the University
environment. The basic problems facing complaint monitoring team in the
tertiary institutions are:
a. Lack of Database: There is no database set up to screen transfer of
complaint submitted on paper or as verbal representation. Therefore,
there is no accurate record of students and their complaints. As a result,
the use of manual systems is ineffective and unreliable.
b. Absence of Fitting Security: There is lack of fitting security and
upkeep of the complaint record in the system that makes an avenue for
disappointment and control of information. Suppose there is a little
problem, all the documents of students’ complaints could be lost. But
with the computerized system, records could never be lost due to a small
issue.
c. Low Performance: Poor performance of the manual system may lead
to the missing or exploitation of the complaint by the staff or any member
of the management.
d. Lack of Precision: There is lack of legitimate precise, concise data
about the student’s implicit character

1.3 Aims and Objectives

The aim of the project is to develop a computerized complaint system to enable
students submit complains or any wrong doing on the campus, to be handled by
a professional administrator who will send the complaints to the appropriate
body. In achieving this aim, the following specific objectives are laid out as
follows:
To design a web based complaint registration system;

To design a web based complaint record and information system to replace

some extent of human role in cases of unavailability of job;

To provide quick response to students complaints on campus; and to implement

a new system using HTML/PHP. JAVASCRIPT AND MYSQL.

1.4 Scope of the Project

This project covers the procedure for managing complaints in tertiary
institutions. The kinds of complaints that would be managed with this system
include Issue of missing script, Collection of bribes from lecturers and absence
of proper infrastructure for effective learning. These complaints have been
chosen to be covered in the scope because, from the statistics discovered, more
students complained about these issues and they appear to be more pressing
than the other complaints mentioned.

1.5 Significance of the Project

The significance of this study is to serve better than the existing system which is
highly manual and therefore difficult in terms of monitoring the complaint in
the University, improve database and enhance effectiveness, efficiency and
security of the system. It is also intended that the study will help in the
development of a new and hopefully and standard better computer aided system

Below is some of the highlighted significance:

Good complaints handling improves reputation. We have all seen someone

posting online about a grievance they have with a school that they or their child
attends, and how poorly it was handled. This is not a good look for the school or
university. If you have a clear complaints procedure which students or members
of the public can easily access, and it is responded to quickly and effectively,
the complainants will walk away satisfied.
In short, good complaints handling is good for your school.

Clear complaints procedures are a requirement because having an effective

complaint procedure isn’t just beneficial, it is also mandatory. In fact, there are
numerous clauses in both the outlining schools’ responsibilities in the area of
complaint management. 
This includes the obligations to:

 Have policies and procedures in place for dealing with complaints

 Take responsible steps to ensure this is followed

 Keep them available and readily accessible to staff and for inspection

 Display the name and contact number of who the complaint can be
directed to 

 Notify the regulatory authority of complaints in regard to serious

incidents and breaches of the National Law

We can easily identify areas for improvement;

All complaints stem from an issue. When you have complaints organized and
filed correctly, you can easily identify the weakest areas of your school.

An effective and comprehensive feedback handling system should help you to

answer the following questions:

 Which departments have the most complaints?

 Which courses receive most enquiries?

 Which staff has received compliments?

  What does the complaint trend look like year on year by school and
department?

 How many complaints are being resolved within the timeframes set by
our policy and which departments, schools and staff are not meeting
the timeframes?

1.6 Methodology

The part of the system analysis and design stage concentrated around the
configuration of design method utilized. Hence, we will consider the different
outline routines developed. A configuration is the first speculation into the
development phase for any product or system designed. A decent outline or
steps is intending to promote the system.

The designed model was then implemented using PHP, HTML, CSS,
JavaScript, and MySQL programming languages. Finally, the developed
complaints management system was tested using black box testing technique.

1.7 Operational Definition of Terms

To fully understand what the study is all about, important and dispensable terms
have been chosen and due definition given to them.

- Computer: This is an electronic device operated under the

control of instruction stored in its memory unit which can
accept and store data for future use as well as produce output
from the processing.

- Manually: Done, Operated, Worked, etc. by the hand or hands

rather than by an electronic or electrical device.
- Complaints: an expression of discontent, regret, pain, censure,
resentment, or grief; lament, faultfinding a cause of discontent,
pain, grief etc.

- Computerized: To control, perform, or store (a system

operation or information) by means of an electronic Computer.

- Complain Record: Complain record and complaint

proceedings are concerned with expression of discontent, regret,
pain, censure, resentment, or grief; lament, faultfinding a cause
of discontent for which guilty individuals report to appropriate
authorities for proper results.

- INEFFICIENCY: the state of not achieving maximum

productivity; failure to make the best use of time or resources.

- INFORMATION STORAGE: Information storage is an act of

a system that keeps data accessible to the information
processors; the information storage unit is either a hard drive or
a server that usually contains a database.

- RETRIEVAL: the action of obtaining or consulting material

stored in a computer system.

- ALGORITHMIC: A finite set of unambiguous instructions

performed in a prescribed sequence to achieve a goal, especially
a mathematical rule or procedure used to compute a desired
result. Algorithms are the basic for most computer
programming.
 CHAPTER TWO

LITERATURE REVIEW

2.1 INTRODUCTION

Wherever there was a complain on our campuses across the nation, students
requiring the enforcement of standards of behavior and imposing punishment
for discontent, regret, pain, censure, resentment, or grief; lament, faultfinding
was always difficult to actualize.

In Nigeria, the Public Complaints Commission was established in the year

2004, for the control of administrative irregularities. It is an organ of the
government set up to redress complaints lodged by citizens of Nigeria against
administrative injustice, the main objectives of the commission is promoting
social justice for the individual citizen. It is also to provide a viable option for
Nigerians or anyone resident in Nigeria seeking redress against injustice arising
from administrative bureaucratic errors, harassment of any sort, omission or
abuse of government public office; in Nigeria the commission also has a role of
improving public administration in the laws. Procedures, practices, rules and
regulations and standard behavior of officials, These are provided for in the
ACT,C AP 37 LFN 2004, The commission is to provide impartial investigation
on behalf of the complainants who feel aggrieved by the action or the inaction
of the government, private companies , schools and financial institutions.

2.1 DEFINITION AND CONCEPT OF COMPLAINT

Generally, a school complaint is an expression of dissatisfaction about the
standards of teaching, how a particular incident was handled or about the
conduct of members of staff employed at the school. A complaint can be made
using any form of communication including: in person, in writing or, by
telephone/fax/e-mail, and by a parent, other person with a legitimate interest in
the school, this includes a range of people such as community facility users,
neighbors, students and visitors.

It is important to understand that the initial information both parties may have
about an incident may not be the full picture which is why it is important to
share, listen and try to understand all perspectives until the matter has been fully
investigated and the facts are known. Working with parents and others in
resolving complaints, helps schools to identify ways to further improve the
service they provide to children, young people and their families.

2.2 TYPES OF COMPLAINT

We have different kinds of complaint, no matter how experienced schools

leaders are; they receive complaints from time to time. These can range from
informal, verbal comments up to formal, written complaints; from minor to
major concerns, some complaints when submitted might be ready for, others
will come out of the blue and surprise you.

Complaints may escalate rapidly unless they are well managed, a proper
computerized system to take complaints, and record the complaints taken is idea
to solve many challenges our campuses in Nigeria is facing, to have a process in
place to end all kind of riots on campuses from students complaints not being
adhere too.
With a computerized complaint system, where students can go and submit their
complaint.

2.4 DO ALL SCHOOLS USE THE SAME COMPLAINTS PROCEDURE?

The Education Act 2002 requires Governing Bodies of all maintained university
schools to have in place, and publish a procedure to deal with complaints
relating to the school, and to any community facilities or services that the school
provides. The procedure should be approved by the Governing Body and
published in the school Prospectus and other publications or, the school’s
website. Parents and careers should have access to the procedure. In Stockport
the Governing Body of every school has adopted the same complaints process.
In the case of Academy schools there are certain areas by which complaints are
dealt with under a different procedure:
• Undue delay or non-compliance with published complaints procedures;
• Allegations that the Academy has acted unlawfully or failed to comply with a
contractual duty imposed on it under its Funding Agreement with the Secretary
of State or any other legal obligation
• Dealing with complaints that independent appeal panels for admission to
Academies have not complied with the School Admission Appeals Code.

In these circumstances the complaint will be dealt with by the Education

Funding Agency (EFA). The Education Funding Agency (EFA) carries out
certain functions in relation to Academies on behalf of the Secretary of State.
One of the main functions is to ensure that Academies comply with the Funding
Agreement entered into with the Secretary of State. If any complaints or
concerns arise in relation to breaches of the terms of Academies’ Funding
Agreements then the EFA will seek to resolve these with an Academy without
the need for parents and pupils to make a formal complaint. However, there will
be issues where parents of pupils at Academies and pupils themselves have
complained to the Academy and such complaints have been considered by the
Academy in accordance with its complaints procedure and this has failed to
resolve the matter. In these circumstances the complainant can complain to the
EFA and the complaint will be considered in accordance with this procedure.

2.5 FEATURES OF COMPUTERIZED COMPLAINT SYSTEM

- Submitted complaints from students can be easily retrieved and attended
too, no delay in looking for any record entered into the software.

- Saving complains for further preview. The system automatically saves all
details of any complaint submitted therefore a complaint can easily be
printed for a student in the case of further investigation. The system can
also serves as a source of data collection.

- With a computerized complaint system, students’ complaint can be

treated fast with the system ability to notify the administrator of a new
complaint.

2.6 RELATED WORK

Sousa et al. covers a case study conducted at an automobile firm that chose a
Six Sigma project to respond to a drop-in customer satisfaction regarding
complaint response time. The project's goal was to enhance the process of
analyzing defective items by identifying the variables that impact the process
and proposing modifications to minimize the time required to analyze defective
products. The findings are positive, and they may inspire managers in other
businesses or even services to implement Six Sigma to improve their customer
complaint handling procedures.

Johnston et al. asserts that complaint management should result in customer

happiness, but more significantly, it should result in operational and financial
performance improvements. Many organizations, it is suggested, neglect the
operational value of complaints, and as a result, many complaint systems appear
to be focused at appeasing consumers rather than ensuring that issues do not
reoccur. The data from an empirical benchmarking study based on a thorough
questionnaire filled out by customer service managers in 40 UK organizations is
used to calculate the relationships between seven key variables: complaint
processes, satisfaction, retention, process improvement, employee attitude and
retention, and financial performance. The findings reveal substantial
connections between all variables in the model, prompting the development of
four acid tests for complaint management. It is argued that rather than just
aiming to appease consumers, financial advantages might be better leveraged by
bringing about organizational reforms and ensuring complaint processes are
"staff-friendly.

Chang et al. describe the theory of reasoned action (TRA) and the theory of
planned behavior (TPB) to anticipate which factors influence customers'
intentions to complain when they encounter a service failure, whether online or
offline. Methodology/design/approach – The instrument of a survey
questionnaire was used to collect quantitative data. Data were gathered from
300 potential consumers in order to determine the impact of attitude, subjective
norm, and perceived behavioral control on the intention to complain.
Participants were randomly allocated to one of two conditions: online medium
or offline medium. To test hypotheses, two stage structural equation modeling
was used. Findings – It was discovered that both the TRA and the TPB
accurately predict the intention to complain, however the TPB is more robust
than the TRA in online media and weaker than the TRA in offline media.

CHAPTER THREE

SYSTEM ANALYSIS AND DESIGN

This is the reduction of an entire system by studying the various operations
performed and their relationship within the system. An examination of a
manual school complaint record was viewed to identifying problem areas and
recommending alternative solution to overcome the problem. An analysis of the
existing system entails careful study of the system and how operation takes
place in that particular system.

3.1 FACT FINDING METHOD USED

The following fact finding method were used to carry out the research
work well and analyze the existing system of complaint records:
(a) Interview
(b) Procedural manual
(c) Observations
(d) Studying forms/cards

PROCEDURE MANUAL
This is just a written document on the existing system it involves some
handouts, text book and already written project, complied. A lot of information
were gotten through this means and it help because the information obtained
from the interview were easily looked up in the procedural manual, existing
paper and manual file documents.

OBSERVATIONS
By this method, the researcher was able to get information from the
various departments and units of complaint records, most complains from
students were being processed in my presence which made thing easier for one
to comprehend.

STUDYING FORMS/CARDS
Studying the forms collected more data and files, which were being utilized in
the complaint record and complaint statistics of the students. The system was
equally understood through this means.

As we said earlier Students and Student quality commissioner works hand in

hand in case of investigating complains. The Student Quality Commissioner
Work base on the investigations made by the student(s). There are 2 types of
forms used by the Student Quality Commissioner while investigating a case;
these forms include:
- Complaint form which is given by the student quality
commissioner to whoever wants to lay a complain.
- Invitation form by the student affairs commission to whoever is
reported by a student.

The forms are as follows

INPUT FORM A
STUDENT COMPLAINT
Surname: …………………………………………………
First name: ………………………………………………..
Other name: ………………………………………………..
Sex (optional): ………………………………………………..
Address: ………………………………………………..
Faculty: ………………………………………………..
Department: ………………………………………………..
Level: ………………………………………………..
State of origin: ………………………………………………..
Local govt. area: ………………………………………………..
Offence/complaint: ……………………………………………….

INPUT FORM B
OFFENCE INVITATION FORM
This office is investigating a case of ………………………….
You are hereby required to report on the ………………… day of 200……. at
about …………………… you will please bring along with
you……………………… on arrival you will ask of ………….

Though in the expert system some other questions or things are added;
the student’s phone number, who is he addressing the complaint too? (The Vice
chancellor, The Student Affair Unit or The Head of he/ she Department) and
these information are stored in the computer.
The administrator of the system views all the complains submitted and
channel the complains to the appropriate body after then information above
might have been obtained and answered. If it is manually the student
commission will have to analyze it, file the complaint first then start finding
results for the complainer.

3.3 OBJECTIVES OF THE EXISTING SYSTEM

 The objectives of the existing system are to help obtain a certain
complaint record in the form of a statement for the students, and it’s store
manually in the form of pilling it up among books.
Before any statement can be written or taken down by a student affairs
unit for a student, one has to state his/her name, surname and last name if any,
after which his/her address, state of origin local government area, not forgetting
the sex of the person (either male or female).
However, the person in question could either be an accuser (someone that
is being accused of an offence) or a complainant (someone that is lodging in the
complaint).
The existing system definitively goes on with the format above, of which
written statement is endorsed with a signature from both parties, in this situation
whenever somebody comes again for a complain, the record book will be
checked all over the other to verify if he person being reported has a criminal
record and it makes the job tedious for the people concerned.

3.4 INPUT, PROCESS AND OUTPUT ANALYSIS

Input process of the existing system is the same as the new system but the
difference between both is that the new system is an expert system sort of,
whereby computer handling the job while in the existing system it’s done
manually.

3.5 ORGANIZATIONAL STRUCTURE

Student Complaints

Student Affairs
Division takes
complain to file.
 Complaint is
pending to be
delivered to the
appropriate body.

3.6 INFORMATION FLOW DIAGRAM

The information flow diagram can be easily obtained from the annual
statistical reports cases from student’s affairs unit. Complaint classifications
used in this project work for the information flow diagram are;
NO WATER AT THE HOSTEL, NO LIGHT AT THE HOSTEL, LECTURER
ABSENCE FROM CLASS, SEX ASSUALT, HIKE IN SCHOOL FEES ,
ARMED RUBBERY, POOR SERVICE IN A UNIT.
There are so many member of complaint acts that are unknown, but the
ones above we believe to be mostly reported ones to the student affairs unit,
though not all crimes are of sufficient importance and meaningful in the
information flow diagram. But with these in mind, we will proceed with the
work.
The above complaint was selected as a group to furnish an abbreviated
and convenient reason to the complaint information flow diagram.

Year/month Complain Number of Male Female Juvenile

complain
Jan 2023 No Water At The - - - -
Hostel.
No Light At The 1 4 - -
 Hostel.
Lecturer Absence 5 7 1 -
From Class.
Sex Assault 3 0 9 -
Hike In School Fees 10 6 6 3
Armed rubbery 23 25 12 -
Poor Service In A 6 9 4 1
Unit

3.5 PROBLEMS OF THE EXISTING SYSTEM

Due to manually doing the job of the existing complaint system going
through the rigorous searching of filled-up records. Also another problem that
comes in is safety of the records, the record is not packed in a safe place and
due to this it takes much time to search through the set of different records
while looking for information for a particular complain submitted. Another
terrible problem could be an incident where the crime committed by Mr. A was
recorded for Mr. B, just because the filling and record keeping were done
manually and consequently documents are easily lost or misplaced.

3.6 JUSTIFICATION OF THE NEW SYSTEM

The process of executing complaint on a daily base and the activities
involved in this rigorous process is alarming and the complaints recorded
manually, quite unfortunately, manual procedure for job execution delays and
reduces ones output quality. For instance let examine student affairs unit and
see the ways a computerized complaint system will fasten the jobs to be
executed.
A Student Quality Commissioner depends on finding complains from the
accused and complainant before proceeding on any case in question. He/she
has to carry out many logical reasons as if has to do with available facts and
evidence, and this he does deductively and manually. Most of time it is often
forgotten that human reasoning is emotional sensitive and more also that some
selfish persons sometimes abuse these complaint we’re trying to solve.
Hence obtaining a fast and exact information as regards any reported
complaint through the use of an expert system, this will not only help in further
litigation of work, but also will put stop to adultered information about a
particular complain submitted.
CHAPTER FOUR
SYSTEM IMPLEMENTATION AND DOCUMENTATION
4.1 DESIGN OF THE NEW SYSTEM
We had taken time analyzing the existing system so much that we can
appreciate that efficiency, capability and accuracy of this new system.
In this chapter, we gave the input and output specification of this new
system. We explained in details the file design and the file structure used in
designing this new system. The procedure flowchart, the system flowchart and
the system requirements were also clearly stated to enhance the easy
comprehending of this new system design.

4.2 OUTPUT SPECIFICATION AND DESIGN

In general, outputs are subdivided into two, namely; SOFT COPY and
HARD COPY. In soft copy, we consider on how the output is to be displayed
on the screen while hard copy refers to the printed outputs.
Thus, in this section, we consider how the user interface (The
complainer) and the backend (The Administrator) of the application will look
like
 THE STUDENT LOGIN PAGE- Students will have to login first to
able user’s use the online system, this will enhance the accuracy of the
data to be collected, and to verify each user using the system against
complaining twice or having a repetition in the complaint submitted.

THE REGISTER PAGE – New Students planning to lay fresh complaints

against any irregularities on campus will have to fill the register form which
they will have to provide certain information like their First Name, Last Name ,
Email, Create a new Password, Confirm Password to be able to register and
login to complain.
THE COMPLAINT FORM – here students will have to fill the form after
successfully registering and Login, They’ll have to provide their First Name,
Last Name, Department, Faculty, Email Address, Phone Number, Nature of
Complaint, Enter Details of Complaint, upon fill all the required fields, and
submitting the data, the information collected goes to a secured database,
awaiting the administrator to view submitted complaints.
THE ADMINISTRATOR (BACKSTAGE) - This section was designed as for
the administrator, who has the access to submitted complaints. Thus to able to
view the complaint, the administrator has to login to with his details to access
this information.

THE DASHBOARD – The Dashboard section has 6 sections which the said
administrator controls; these sections include View Complains, Respond to
complains, Add Other Admin, Add New Task, Number of Students Register,
and Admin Available.
FILE DESIGN
This new system is database development and we had to choose the better
data file design that will suit our data file processing.
We did not choose sequential access file processing owing to the
following reasons:
i) Access method used here is always sequential
ii) Information are stored as ASC II characters
iii) Occupies more memory space
iv) It is slow in accessing a record
v) It does not allow record structure etc.
Thus we have seen the advantages which the random access files have
over the sequential access file. In this file design, we undertook or used the
random access file.
 Structure for File “Students Register”

FIELD NAME DATA TYPE SIZE

First name TEXT 255

Last name TEXT 255

Email TEXT 255

Password VARCHAR 255

Confirm password VARCHAR 255

Structure for File “COMPLAINTS”

FIELD NAME DATA TYPE SIZE

First Name TEXT 255
Last Name TEXT 255
Department TEXT 255
Faculty TEXT 255
Email Address TEXT 255
Phone NUMBER 255
Nature of Complain TEXT 255
Enter Details of Complain TEXT 255
 Structure for File “Admin”

FIELD NAME DATA TYPE SIZE

email text 255
password varchar 255

PROGRAM FLOWCHART
This system consists of two flowcharts. The first flowchart is the complaint is
added by students. The other is which the admin views submitted complaints.

FLOWCHART SHOWING HOW COMPLAINT IS SUBMITTED

START

LOGIN PAGE

IS STUDENT NO REGISTERATION
REGISTERED? PAGE

YES

COMPLAINT FORM

COMPLAINT SUBMITTED

YES
 FLOWCHART SHOWING HOW COMPLAINT IS VIEWED/
RESPONED TO

START

ADMIN LOGIN PAGE

ADMIN
IS ADMIN NO REGISTERATION
REGISTERED? PAGE

YES

VIEW SUBMITTED COMPLAINS

REPLY TO
SUMITTED
COMPLAINS
 YES

EXIT SUB

SYSTEM REQUIREMENT
While considering the system requirement, we need to state it in two
classifications, namely:
(a) SOFTWARE REQUIREMENT
(b) HARDWARD REQUIREMENT

SOFTWARE REQUIREMENTS
For this new system to work effectively the following software must be
provided.
(i) Any disk operating system (e.g. WINDOWS 7, WINDOWS 8)
(ii) Then this software design (on complaint record)
(iii) Internet or a Local Server

HARDWARE REQUIREMENT
The hardware requirement includes
(i) A CPU of model 386 and above
(ii) A VDU (coloured i.e. VGA/EGA)
(iii) Enhanced keyboard
(iv) A printer (laser jet or dot matrix)
(v) A UPS (i.e. uninterrupted power supply) of about 30 min capacity.
 CHAPTER FIVE

CONCLUSION AND RECOMMENDATION

CONCLUSION
This work could come a long way in easing off the tedious work of the
Student Affairs Division of our schools, having to spend a lot of time looking up
different complaints of cases from different case file, weekly, monthly, submitted
by students of different volumes.
This software package now makes for easy and speedy viewing,
retrieving and printing of any of these complaints in any order from the storage
medium, once any of these fields is resolved, STUDENT NAME, STUDENT
DEPARTMENT, TYPE OF COMPLAINT, etc.
Also I feel, with the implementation of this package in various schools, it
will lead to the school authorities doing their work more effectively with ease.

RECOMMENDATION
This piece of work was embarked upon with the hope that, from the
design and implementation of this software package, it will lead to improving the
practice system of the school in handling student’s complaints faster and more
efficiently. Based on this, the following suggestions are recommended.
- That maintenance culture should be practice, as regard, the computer
machine. The computer and its peripherals should be subjected to
 occasional maintenance checks. This can be done either by calling on a
trained computer engineer or alternatively trained personnel in the school,
who will carry out these simple checks.
- The computer should be installed, and operated in a cool but not damp
environment. The environment should not be dusty, the computer and its
peripherals should be provided with dust-proof covers, which could be
used to cover the machine when not in use.
- Training and retraining programe should be organized for the operational
staff to update their knowledge in the field of computer science from time
to time.
REFERENCE

Cardozo Ben. N. The Nature of the student process (New Publish Haven
1979).

Friedmann W. Law in a changing our universities in Nigeria (Columbia

University Press 1982).

Jackson, Rowland. L. (1972) Complain Investigation, New York, Mcgraw

Ozoagu, E. C. Introduction to Artificial intelligence and Expert system,

I.M.T Enugu. (Nigeria Time Reports.)

Patrick, Gram (1975) Complaint in the United State, New York

Apple Century Crafts.

Oreoluwa Israel., 2022 Design and implementation of a Complaint

Management System, (Mountain Top University,
Nigeria)