Copyright © 2026 Authors retain the copyright of this article. This article is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

@article{202959,
        author = {Dr. Shah Saloni Niranjan and Bhosale Shivraj Jitendra and Phadtare Shivendra Uday and Gade Atharv Sanjay and Sanas Akash Rohidas},
        title = {Smart Citizen Complaint and Resolution Platform using AI},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {12},
        pages = {8486-8492},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=202959},
        abstract = {In contemporary urban governance, the absence of a unified digital platform for civic grievance redressal has led to inefficiency, lack of transparency, and reduced public trust in local administration. Citizens often rely on fragmented, paper-based, or phone-based complaint systems that do not provide real-time tracking, accountability, or audit trails.
This paper presents the Smart Citizen Complaint and Resolution Platform using AI, a full-stack e-governance web application designed to provide a centralized and intelligent complaint management system. The platform allows citizens to register, submit complaints with photographic evidence, and track grievance status in real time. Government officers can manage, update, and resolve assigned complaints through a structured dashboard.
The system uses React for the frontend, Django REST Frame-work for the backend, PostgreSQL for database management, MinIO for image storage, JWT authentication with OTP verification for secure access, and Google Gemini API for AI-powered chatbot assistance. Admin users can view analytics charts and complaint distribution reports for data-driven governance decisions.
The proposed platform improves transparency, accountability, and efficiency in civic grievance redressal. It supports multilingual access using i18next and containerized deployment using Docker, making it scalable and suitable for modern smart city and Digital India initiatives.},
        keywords = {Smart Citizen Portal, Complaint Management System, E-Governance, Artificial Intelligence, Django REST Framework, React, PostgreSQL, MinIO, JWT Authentication, Google Gemini API, Civic Grievance Redressal.},
        month = {May},
        }