International Journal of Scientific Research and Engineering Development

Imagine you have a problem. You want to tell your local government about it but then you have to wait for a long time to get an answer. Sometimes you do not even get an answer all. The Citizen Grievance Classification & Auto- Resolution Platform was made to fix this problem. When you use the Citizen Grievance Classification & Auto-Resolution Platform your complaint does not just sit in someone’s email inbox. The Citizen Grievance Classification & Auto-Resolution Platform uses computers to figure out what your complaint is, about decide who should take care of the Citizen Grievance Classification & Auto- Resolution Platform complaint and then send you an answer within a few hours. We use Natural Language Processing to read what you are saying about your complaint and put it into a category. We also use Generative AI to write a response to you. We have a smart system to make sure your complaint gets to the right people right away. The platform looks at how serious your complaint’s so we can deal with the really important ones first. We also have rules to make sure we do something about your com- plaint if it is not fixed after an amount of time. You can see what is happening with your complaint at any time which helps us be transparent and accountable, with Natural Language Processing and Generative AI. By automating the complaint triage process, this platform substantially reduces response latency, alleviates administrative burden, and establishes a more responsive and accountable governance framework capable of handling largescale grievance volumes.

Yeadluri Prasanthi, Arepalli Ganesh Babu, Kolla Abhay, Challa Om Sri Varshith, Kolasani Chaitanya, Gundu Hemanth Sai Srinivas,"Citizen Grievance Classification and Decision Support Using NLP and Generative AI" International Journal of Scientific Research and Engineering Development, V9(2): Page(828-833) Mar-Apr 2026. ISSN: 2581-7175. www.ijsred.com. Published by Scientific and Academic Research Publishing.