Public Grievances Redressal and Management System

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.