Unified Complaint Routing System for Government Departments

• Author(s): Pranav Raj T G; Mohit Vinaakar V; Parthiban R; Peer Mohamed M
• Paper ID: 1717254
• Page: 89-90
• Published Date: 05-05-2026
• Published In: Iconic Research And Engineering Journals
• Publisher: IRE Journals
• e-ISSN: 2456-8880
• Volume/Issue: Volume 9 Issue 11 May-2026

Abstract

The Unified Complaint Routing System (UCRS) is a full-stack web-based solution designed to improve grievance redressal using Artificial Intelligence and Machine Learning. It allows users to submit complaints through both text and voice inputs, where voice is converted into text using speech recognition. Natural Language Processing techniques are applied to understand user intent and context. The system uses a deep learning-based model to automatically predict the appropriate government department and route complaints using location-based mapping. With an integrated frontend, backend, and AI module, the system enhances accuracy, reduces response time, and provides a scalable and user-friendly solution for e-governance.

Citations

IRE Journals:
Pranav Raj T G, Mohit Vinaakar V, Parthiban R, Peer Mohamed M "Unified Complaint Routing System for Government Departments" Iconic Research And Engineering Journals Volume 9 Issue 11 2026 Page 89-90 https://doi.org/10.64388/IREV9I11-1717254

IEEE:
Pranav Raj T G, Mohit Vinaakar V, Parthiban R, Peer Mohamed M "Unified Complaint Routing System for Government Departments" Iconic Research And Engineering Journals, 9(11) https://doi.org/10.64388/IREV9I11-1717254