A Complaint Management System (CMS) is a comprehensive software or framework designed to efficiently handle and address customer complaints and feedback within an organization. It serves as a central platform for receiving, recording, tracking, and resolving customer complaints, inquiries, and issues across various channels, including emails, phone calls, social media, and more. The CMS streamlines the complaint resolution process by assigning tasks, tracking progress, and ensuring timely responses. It also helps organizations analyze and identify recurring issues, enabling them to take proactive measures for service improvement and customer satisfaction. By providing a structured and organized approach to managing complaints, a CMS contributes to enhancing customer relationships, fostering trust, and maintaining a positive reputation in the market.