ULBs struggle with inefficient complaint redressal systems, leading to poor citizen satisfaction. After lodging complaint, citizens receive minimal updates, broad status categories like "Open"& "Resolved" fail to capture all steps, complaints are sometimes closed without citizen verification, thus reducing trust in the system. Our solution of diving SLAs into 4 phases and integrating with automatic notification system aims to redefine SLAs, enhance transparency, and ensure citizen participation.