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Recent Research Reviews Journal

A Smart Centralized Grievance Redressal System leveraging Sentiment-Aware Analytics

Open Access
Published: 13 July, 2026
Pages: 201-215
  • Senthamil Selvi R. , Senthamil Selvi R.
    Department of Computer Science and Engineering, Saranathan College of Engineering (Autonomous), Tiruchirappalli, India
    Department of Computer Science and Engineering, Saranathan College of Engineering (Autonomous), Tiruchirappalli, India
  • Agalya G. , Agalya G.
    Department of Computer Science and Engineering, Saranathan College of Engineering (Autonomous), Tiruchirappalli, India
    Department of Computer Science and Engineering, Saranathan College of Engineering (Autonomous), Tiruchirappalli, India
  • Gayathri S. , Gayathri S.
    Department of Computer Science and Engineering, Saranathan College of Engineering (Autonomous), Tiruchirappalli, India
    Department of Computer Science and Engineering, Saranathan College of Engineering (Autonomous), Tiruchirappalli, India
  • Gejalakshmi S. Gejalakshmi S.
    Department of Computer Science and Engineering, Saranathan College of Engineering (Autonomous), Tiruchirappalli, India
    Department of Computer Science and Engineering, Saranathan College of Engineering (Autonomous), Tiruchirappalli, India
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How to Cite

R., Senthamil Selvi, Agalya G., Gayathri S., and Gejalakshmi S. 2026. “A Smart Centralized Grievance Redressal System Leveraging Sentiment-Aware Analytics”. Recent Research Reviews Journal 5 (1): 201-15. https://doi.org/10.36548/rrrj.2026.1.013.
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Keywords

Grievance Redressal System
Sentiment Analysis
Role-Based Access
Text Processing
Data Analytics
Citizen-Centric Governance

Abstract

Grievance redressal mechanism plays a major role in providing transparency, accountability, and satisfaction for citizens by integrating modern governance frameworks. Despite the advantages, the existing complaint management tend to face several challenges such as delays, inefficiency in prioritization and monitoring, which lead to the inadequate handling of important issues. This research work proposes a smart centralized grievance redressal system by leveraging sentiment-aware analytics for complaint processing and management. In particular, the proposed framework consists of a centralized complaint repository, sentiment analysis engine, priority classification system, complaint tracking, notifications and analytics for administrators on a single platform. Natural Language Processing is used to process the descriptions of grievances and extract emotions and severity indicators to prioritize complaints based on their urgency. Complaint allocation, role-based access control, and monitoring capabilities of complaints during their lifetime are other features of the proposed system. The results have proved that the proposed framework outperforms traditional methods of grievance management.

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