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Mohamad Ghashim

Web developer focused on Laravel and admin systems

ArabicEnglish
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Full-stack • 2026 • Completed

Smart Complaints System

A web application for managing citizen complaints in a municipal demo environment. It includes an Arabic admin interface, authentication, complaint creation, department management, user and permission management, and configurable AI features.

Arabic admin dashboard for the Smart Complaints System
The dashboard shows complaint metrics, AI source, confidence score, and assigned department.

Problem

Manual complaint handling becomes hard when requests grow and each complaint may belong to a different service department. The project needed a system that centralizes complaints, tracks status, supports routing, and gives staff clear operational controls.

Solution

The system combines a React Arabic interface with a Django REST API. It supports roles and permissions, sortable complaint tables, automatic department routing, department and user management, and settings for summarization, duplicate detection, routing confidence, and spam limits.

Result

The result is a complete demo application that can be tested live and shows the complaint flow from submission to review, routing, and administrative updates, while keeping AI-assisted decisions configurable.

Deliverables

  • Admin dashboard with metrics and sortable complaint table
  • Complaint creation form with automatic routing option
  • Complaint detail page for status, department, and summary updates
  • Service department management in Turkish and Arabic
  • User, role, permission, and access-scope management
  • AI settings for summarization, routing, duplicate detection, and spam limits
  • Django REST Framework API with JWT authentication

Results and metrics

Demo data
28 complaints

Complaint count visible in the demo environment when screenshots were captured

Departments
8 units

Service units such as transport, cleaning, water, and street lighting

Interface
Arabic UI

The added screenshots were captured from the Arabic interface

Project gallery

Smart Complaints System dashboard
The dashboard combines high-level metrics with a complaint table showing status, source, confidence, and department.
New complaint form
The complaint form lets the user write the issue and optionally let the system route it automatically.
Complaint detail page
The detail page shows status, department, classification source, model confidence, and editable fields.
Service department management
Department management handles the service units that complaints can be routed to.
User and permission management
User management controls roles, permissions, complaint visibility scopes, and account blocking.
AI settings page
System settings control AI summarization, routing, duplicate detection, and spam thresholds.