Blockchain Based Complaint Management System

Abstract

In the modern digital era, the need for a transparent, secure, and accountable complaint-handling framework has become increasingly critical for enhancing public trust and ensuring efficient grievance resolution. Conventional complaint management systems are predominantly centralized and manual, making them vulnerable to issues such as data manipulation, delayed processing, lack of transparency, and insufficient audit mechanisms. These limitations often result in inefficiency, reduced accountability, and user dissatisfaction.To address these challenges, this paper presents a decentralized and intelligent Complaint Management System that integrates Blockchain technology with Artificial Intelligence (AI). The blockchain component ensures immutability, transparency, and security by maintaining a tamper-resistant distributed ledger of complaint records. This enables reliable tracking and verification throughout the complaint lifecycle. Simultaneously, AI techniques are utilized to automate complaint classification, predict priority levels, and identify duplicate or fraudulent submissions before storing metadata on the blockchain.The proposed system enhances trust, reduces administrative overhead, and improves response efficiency by combining decentralized storage with intelligent data processing. This approach offers a scalable and secure solution for modern grievance redressal systems in public and organizational domains.