Public Grievances Redressal and Management System

Abstract

The Public Grievances Redressal and Management System for the Electricity Department is a web-based application developed to provide an efficient, transparent, and reliable platform for handling electricity-related complaints raised by the public. The system focuses on simplifying the process of grievance submission, tracking, and resolution while ensuring accountability at every stage. It is designed using Python (Flask) for backend development and HTML, CSS, and JavaScript for building an interactive and user-friendly interface. The system consists of multiple modules, including User, Subdivision Admin, and Division Admin. The User Module allows citizens to register and log in securely through OTP-based authentication using either a mobile number or email. After successful login, users can access a dashboard to submit grievances by entering details such as district, subdivision, problem type, title, and location. The application also provides a “Get Location” feature using an API to automatically capture the user’s current location. Additionally, users can upload supporting images to provide better clarity regarding their complaints. Users can also track the status of their submitted grievances in real time. Once a grievance is submitted, it is automatically forwarded to the respective Subdivision Admin based on the selected location and department details. The Subdivision Admin Module enables administrators to view, manage, and update the status of complaints. All updates, along with timestamps, are reflected in the user dashboard to ensure transparency and continuous communication between the user and the department. The system also incorporates an escalation mechanism to ensure timely resolution of complaints. If a grievance remains unresolved or in the “submitted” state for more than 48 hours, the user is provided with an option to escalate the complaint. Upon escalation, the grievance is forwarded to the Division Admin, who acts as a higher authority. The Division Admin can review escalated complaints and redirect them to the appropriate subdivision for further processing, ensuring that no complaint is left unattended. The application follows a centralized data management approach, enabling efficient storage and retrieval of grievance records. It ensures data security through proper authentication and role-based authorization, restricting access based on user roles. The system improves efficiency, reduces manual workload, enhances transparency, and provides a structured workflow for grievance handling.

Introduction

The Public Grievances Redressal and Management System for the Electricity Department is a web-based platform designed to improve the way electricity-related complaints are handled. Traditional grievance systems are slow, manual, and lack transparency, often leading to delayed or unresolved issues. The proposed system allows citizens to easily submit complaints online, which are automatically routed to the appropriate authorities based on location and department.

The system also provides real-time tracking, OTP-based secure login, and an escalation mechanism for unresolved complaints to ensure timely resolution and accountability.

The existing system suffers from delays and poor transparency due to manual processing, while the proposed system improves efficiency, communication, and monitoring through automation.

It is developed using HTML, CSS, JavaScript (frontend) and Python (backend) with basic hardware requirements such as an Intel i3 processor, 8GB RAM, and 1TB storage.

The system includes three main modules:

• User Module: Allows citizens to register, submit grievances with details and images, track status in real time, and escalate issues if needed.
• Subdivision Admin Module: Handles and resolves complaints at the local level and updates their status transparently.

Conclusion

The Public Grievances Redressal and Management System provides an efficient and transparent solution for handling electricity-related complaints. It simplifies grievance submission, tracking, and resolution through a structured and automated workflow. The system enhances communication between users and authorities while ensuring accountability at every stage. Overall, it reduces manual effort and improves the speed and reliability of grievance management.

References

[1] Grinberg, M. (2018). Flask Web Development: Developing Web Applications with Python (2nd ed.). O’Reilly Media. [2] Guttag, J. V. (2021). Introduction to Computation and Programming Using Python (3rd ed.). MIT Press. [3] Nixon, R. (2018). Learning PHP, MySQL & JavaScript (5th ed.). O’Reilly Media. [4] Silberschatz, A., Korth, H. F., & Sudarshan, S. (2019). Database System Concepts (7th ed.). McGraw-Hill. [5] Elmasri, R., & Navathe, S. B. (2016). Fundamentals of Database Systems (7th ed.). Pearson

Copyright

Copyright © 2026 N. Hathick Ahamed, Dr. J Sundaravanan , M. Mohammed Riyaz , S Kalidasan . This 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.