AI Complaint Management System Final Year Project Source Code

CivicSense AI — Smart Complaint Management & Routing System is a production-oriented MERN Stack civic grievance management application developed for complaint registration, AI-assisted classification, automatic department and officer routing, complaint tracking, resolution workflows, citizen feedback, and administrative analytics.

The current implementation is designed around civic complaint management in Uttar Pradesh, India. Citizens and guests can report problems related to areas such as roads, water, electricity, sanitation, and related civic services. Each submitted complaint receives a unique trackable Complaint ID in the format CSA-UP-{year}-{sequence}.

The system uses OpenAI-assisted complaint classification when an OpenAI API key is configured. If the AI service is unavailable or not configured, the application includes a keyword-based fallback classification mechanism. The routing engine then attempts to match the complaint through district, department, branch, and the least-loaded active officer. Complaints that cannot be routed automatically are moved to an Unassigned Queue for manual Admin assignment.

The application provides separate interfaces for Guest, Citizen/User, Officer, and Administrator, along with dashboards, complaint timelines, notifications, officer reassignment requests, complaint reopen requests, feedback moderation, master-data management, OpenAI review, and analytical charts.

This project is suitable for B.Tech, M.Tech, BCA, MCA, BE, ME, BSc, MSc, Computer Science, Information Technology, Artificial Intelligence, Data Science, and MERN Stack students searching for a practical final year project, major project, minor project, AI project, source code, and project report related to smart governance, civic grievance systems, complaint automation, AI classification, officer routing, and public service management.