Information technology services play an important role in supporting organizational activities, including the management of complaints related to information technology issues. However, the process of recording and monitoring complaint resolution activities that are still conducted manually may cause difficulties in tracking progress, documenting problem histories, and evaluating service performance. This study aims to develop a Web-Based Information Technology Complaint Management System to support the recording, monitoring, and management of IT complaint resolution activities at the East Jakarta Medium Tax Office. The system was developed using a software development approach consisting of requirements analysis, system design, implementation, and testing. The developed application provides features for complaint submission, complaint status monitoring, resolution activity recording, and reporting documentation. System testing was conducted using Black Box Testing to evaluate the functionality of each feature based on predetermined test scenarios. The test results indicate that all tested functions operate according to the expected requirements, demonstrating that the developed system can properly support the management of IT complaint resolution activities. This research contributes to improving the effectiveness of complaint documentation and monitoring processes through the implementation of a structured web-based information system.