Abstract

The Grievance Management System is a web-based platform designed to enhance the efficiency and transparency of handling public grievances. By introducing role-based access for users, moderators, and government officials, the system ensures that grievances are systematically reviewed, prioritized, and resolved. Users can submit grievances, track their status, and receive notifications regarding updates. Moderators are tasked with verifying the validity of each grievance and assigning it a priority level before passing it on to government officials for action. Government officials, in turn, have the ability to filter grievances by priority and submission date, helping them manage and resolve issues more effectively. The system integrates technologies such as Flask for backend logic, MySQL for database management, and natural language processing (NLP) to classify grievances into relevant departments. It also prevents rejected grievances from being re- submitted and delivers real-time notifications to users, ensuring an efficient and transparent grievance handling process. This project aims to improve the accountability and responsiveness of government departments in addressing public complaints.