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A Cloud-Based Complaint Management System for Scalable, Secure, And Transparent University Grievance Handling
Subject area: Science,Engineering and Technology · Area of research: University Grievance Handling
Abstract
Manual complaint handling in tertiary institutions is often associated with delayed responses, misplaced records, weak monitoring, and limited transparency. These challenges can reduce administrative efficiency and negatively affect students' and staff members' confidence in institutional grievance processes. This study presents the design and implementation of a cloud-based complaint management system developed to provide a scalable, secure, and traceable mechanism for managing university complaints. The system was developed using Object-Oriented Analysis and Design (OOAD) within an iterative development approach. Its architecture combines a React-based frontend with a Node.js and Express backend, PostgreSQL and MongoDB databases, and cloud services hosted on Amazon Web Services (AWS). PostgreSQL and Prisma ORM support structured transactional data, while MongoDB and Mongoose provide flexible storage for audit and operational logs. Security mechanisms include Role-Based Access Control (RBAC), password hashing, encrypted communication, restricted cloud permissions, audit logging, and web application protection. Automated complaint routing and SMS notifications were incorporated to improve workflow efficiency. Functional, integration, security, user acceptance, and load tests were conducted using simulated data. The evaluation recorded a median API response latency of 85 ms, maximum observed throughput of 750 concurrent requests per second under the configured test conditions, and system uptime of 99.98%. The automated workflow also reduced median complaint acknowledgement time by 85% compared with the historical paper-based process. The findings demonstrate that a cloud-based architecture can improve the scalability, security, traceability, and operational efficiency of university complaint management.
Keywords
cloud computing; complaint management; university administration; scalability; cybersecurity; role-based access control; PostgreSQL; MongoDB; AWS
References
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How to cite this paper
@article{1723773,
author = {Osunniyi James Segun, Adedokun Kehinde Hafeez},
title = {A Cloud-Based Complaint Management System for Scalable, Secure, And Transparent University Grievance Handling},
journal = {Iconic Research And Engineering Journals},
year = {2026},
volume = {10},
number = {4},
pages = {1076-1081},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1723773.pdf},
abstract = {Manual complaint handling in tertiary institutions is often associated with delayed responses, misplaced records, weak monitoring, and limited transparency. These challenges can reduce administrative efficiency and negatively affect students' and staff members' confidence in institutional grievance processes. This study presents the design and implementation of a cloud-based complaint management system developed to provide a scalable, secure, and traceable mechanism for managing university complaints. The system was developed using Object-Oriented Analysis and Design (OOAD) within an iterative development approach. Its architecture combines a React-based frontend with a Node.js and Express backend, PostgreSQL and MongoDB databases, and cloud services hosted on Amazon Web Services (AWS). PostgreSQL and Prisma ORM support structured transactional data, while MongoDB and Mongoose provide flexible storage for audit and operational logs. Security mechanisms include Role-Based Access Control (RBAC), password hashing, encrypted communication, restricted cloud permissions, audit logging, and web application protection. Automated complaint routing and SMS notifications were incorporated to improve workflow efficiency. Functional, integration, security, user acceptance, and load tests were conducted using simulated data. The evaluation recorded a median API response latency of 85 ms, maximum observed throughput of 750 concurrent requests per second under the configured test conditions, and system uptime of 99.98%. The automated workflow also reduced median complaint acknowledgement time by 85% compared with the historical paper-based process. The findings demonstrate that a cloud-based architecture can improve the scalability, security, traceability, and operational efficiency of university complaint management.},
keywords = {cloud computing; complaint management; university administration; scalability; cybersecurity; role-based access control; PostgreSQL; MongoDB; AWS},
month = {October},
}