Managing and resolving public complaints efficiently has always been a major challenge for local authorities and civic organizations. Traditional systems often involve delays, miscommunication, and lack of accountability, users submit complaints but rarely get updates, while officials struggle to prioritize and categorize issues effectively.

Our project solves this problem by creating a smart and transparent complaint management system. It allows citizens to easily register their complaints, which are then automatically categorized using NLP (Natural Language Processing) based on the problem title. This removes the manual effort of sorting and ensures the complaint reaches the right department instantly.

Officials can view complaints in real time, track their status on an interactive map, and use heatmaps to identify problem-prone areas. Each issue is also marked as easy, medium, or hard, helping in better resource planning and prioritization.

To ensure true accountability, the system doesn’t mark a complaint as resolved until the user confirms it has been genuinely fixed. This closes the feedback loop and builds trust between citizens and authorities.

In short, our project/webapp addresses:

Delayed complaint resolution

Poor communication between users and officials

Lack of data-driven decision making

No user verification of resolution

By combining automation, visualization, and verification, it creates a faster, smarter, and more transparent complaint-handling ecosystem.