Smart Grievance: NLP-Driven Public complaint Routing and Escape portal.

The rapid digitization of public services and the shift towards participatory “Government 2.0” models have led to a significant increase in the volume of citizen complaints, necessitating automated systems to manage and resolve these issues efficiently[1]. This paper presents Smart Grievance, a Natural Language Processing (NLP)-driven public grievance platform designed to streamline complaint submission, multilingual text understanding, and automated routing. By leveraging advanced NLP techniques and machine learning, the proposed system provides intelligent complaint classification, routing assistance, and priority assignment to ensure that critical urban issues are addressed promptly[2], [3], Furthermore, the platform utilizes emotion mining techniques to dynamically estimate the urgency of reported problems, recognizing that emotions implicitly embedded in complaint text serve as strong indicators of priority[4].The system incorporates an escalation workflow, an officer review interface, geolocation-based mapping, and a comprehensive audit trail to ensure accountability[5], [6], built upon a modern technology stack comprising React, Node.js/Express, MongoDB, and a dedicated Python NLP microservice, Smart Grievance addresses the limitations of traditional manual grievance handling and fragmented digital reporting tools[7].